Application
This unit applies in environments where accurate and detailed records of contacts are a mandatory requirement of the role. This involves using interview recording technology.
This work is undertaken under supervision.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Obtain, record and analyse information from the community | 1.1 Identify information sources 1.2 Collect and record information according to organisational procedures and legislative and policy requirements 1.3 Collate, sort and analyse information collected in relation to the purpose for which it is being obtained 1.4 Ensure contents of recording forms and reports are in line with organisational requirements |
2. Take and compile statements | 2.1 Take comprehensive statements from sources appropriate to the matter being investigated according to organisational procedures and legislative and policy requirements 2.2 Use active listening when taking accurate statements from people |
3. Conduct interviews | 3.1 Plan, manage and conduct interviews to gather maximum amount of information relevant to the matter being examined 3.2 Treat all interviewees fairly and equitably 3.3 Conduct and record interviews according to legislation, policy and procedures |
4. Use information and database systems | 4.1 Enter information into database, adhering to data entry security procedures 4.2 Identify and use appropriate sources of information when recording data 4.3 Access and store information according to legislation, policy and procedures |
5. Use interview and evidence recording equipment | 5.1 Operate recording equipment according to legislation, policy and procedures 5.2 Produce records according to organisational requirements and procedures 5.3 Maintain equipment and usage logs in good order |
6. Conduct follow-up activity with other members of the organisation | 6.1 Identify and use communication links within the organisation to exchange information 6.2 Assess the relevance of information received in terms of its intended purpose 6.3 Dispose of irrelevant information according to legislation, policy and procedures |
Required Skills
Required skills
analytical skills to analyse information and data
communication skills to:
articulate information, advice and instructions
question and listen in order to understand and resolve issues raised
interpersonal skills to establish rapport and build relationships with stakeholders
literacy skills to prepare and compile detailed statements and reports
numeracy skills to analyse, record and store data according to organisational requirements
planning and organising skills to manage own tasks within required timeframes
self
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
information types and their sources
procedures and security measures for accessing, storing, retrieving and sharing data from databases
rights of individuals in relation to the conduct of interviews and compilation of statements
statutory, regulatory and legislative requirements relating to surveying stakeholders
use of evidence and contact recording technology.
Evidence Required
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the ability to: record interviews, including audiotapes and statements if relevant to role demonstrate interview techniques demonstrate knowledge of statutory, regulatory and legislative requirements relating to surveying processes. |
Context of and specific resources for assessment | Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third-party workplace reports of on review of statements or recording of details of contacts review of compliance with statutory, regulatory, legislative and organisational requirements oral and/or written questioning to assess knowledge of interviewing techniques and outcomes oral and/or written questioning to assess knowledge of storage and disposal of information. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
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.
Information sources | colleagues community groups community leaders crime, accident and incident scenes customers general public individuals information databases local government local media schools specific target groups – in the case of opinion polls and surveys. |
Information | addressing public order and general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing and supporting court hearings or matters. |
Recording forms and reports | handwritten and electronic pro formas and reporting styles use of organisation’s enterprise information system. |
Organisational requirements | accurate complete concise in the correct format legible understandable. |
Comprehensive statements | all details required by the organisation all information required for the investigation or research task records in a format that comply with the legal requirements for statements; where appropriate and legal, statements may also be recorded in forms other than written, such as audiotape or audiovisual (video) tape. |
Recording equipment | audiotape recorders authorisation, storage and filing of original and duplicates of tapes and film basic fingerprinting equipment video cameras and recording equipment. |
Records | authorised, stored and assessed in line with organisational procedures clear, audible and presentable. |
Sectors
Stakeholder relations – contact centre operations
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.