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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
Enquiry may be specific or general and may include: | complaint liaison seeking a meeting seeking information seeking referral. |
Person making enquiry may include: | client or customer general public government representative internal employee representative of another organisation supplier. |
Organisation's standards and procedures may include: | code of conduct with respect to security, confidentiality and privacy compliance framework documenting activities planned and undertaken procedures relating to: booking rooms and resources time recording protocols relating to: accommodating specific client needs, e.g. case manager, social worker or parole officer telephone responses. |
Needs and expectations may include: | fair and equitable treatment follow-up action sensitivity to physical, cultural, ethnic, language and literacy requirements specificity and accuracy of information. |
Legal and other limits may include: | extent of legal and professional privilege industry and professional regulations legislative and professional codes of conduct organisational practices. |
Communication strategies may include: | discuss options draft an email, formal letter or other written response make a telephone call organise a meeting send a fax use text messaging or other mobile telephone communication use web-based communication and networking strategies. |
Communication techniques may include: | accommodating communication difficulties experienced by person making enquiry, such as language or literacy actively listening clarifying request or problem by summarising and repeating to ensure that information gathered is accurate controlling tone of voice and body language demonstrating sensitivity to emotional and physical state and cultural background of person making enquiry using correct grammar and language. |
Designated individuals may include: | colleague regulatory or government personnel supervisor teacher or trainer. |
Appropriate manner may include: | contacting another organisation documenting and filing communication according to organisation's procedures not pursuing the matter notifying relevant department of enquiry organising a meeting promptly contacting person making enquiry where appropriate providing a written response recording contact on database referring person making enquiry to: appropriate government department community legal centre law firm supervisor or appropriate authority within the firm relaying information verbally and, if directed by legal practitioner, forwarding information in writing to person making enquiry telephoning person making enquiry after researching the appropriate information. |
Other parties may include: | barristers clients clients' representatives government representatives interpreters lawyers for opposing party legal aid medical and legal consultants police regulatory bodies. |