This unit of competency has application in a range of work roles in investigative services. Work is performed under limited supervision and competency requires some judgement and decision-making. The knowledge and skills described in this unit are to be applied within relevant legislative guidelines.

ELEMENT

PERFORMANCE CRITERIA

1Prepare for interview.

1.1 Client and legislative requirements relevant to briefing and debriefing procedures and processes are identified and complied with.

1.2 Assignment instructions and background material is obtained, reviewed and clarified as required with relevant persons.

1.3 Resource requirements are confirmed and organised in accordance with investigative objectives.

1.4 Interview location is accessible and non-threatening and encourages safety, confidentiality and confidence.

1.5 Recording equipment is checked for correct operation in accordance with manufacturer's instructions.

1.6 Arrangements are made as required for a witness to be present at interview to ensure information is not compromised in accordance with legislative requirements.

2Conduct interview.

2.1 Interview is conducted using effective communication skills, interpersonal techniques and sensitivity to individual social and cultural differences.

2.2 Appropriate protocols and procedures are used in accordance with legislative requirements.

2.2 Interview plan and strategies are followed and adjusted and contingencies implemented to address changing circumstances.

2.4 Appropriate equipment and recording methods are used in accordance with manufacturer's instructions.

2.5 Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified during the interview.

2.7 Physical evidence presented during interview is described in full in accordance with legislative requirements.

3Take statements.

3.1 Format and procedures for taking statements are observed and complied with.

3.2 Statements are taken in the first person and accurately reflect the interviewee's knowledge of the interview subject matter.

3.3 Statement includes written affirmation from interviewee as to their understanding of its contents and the conditions under which it was made.

3.4 Statement is signed and dated by interviewee and witnessed by interviewer or sworn in front of a duly authorised person in accordance with legislative requirements.

4Complete interview.

4.1 Interview is terminated in a sincere, courteous and friendly manner.

4.2 Copy of records of interview are provided to interviewee and receipted in accordance with legislative requirements.

4.3 Notes made during interview and other relevant information are retained and secured with due regard to confidentiality and principles of evidence management.

4.4 Post-interview procedures are conducted as required and records updated.

4.5 Interview results are reviewed, reported and securely maintained in accordance with legislative requirements.

This section describes the skills and knowledge and their level required for this unit.

Required skills

accurately record, report and document information and evidence

communicate using appropriate channels and communication modes

disseminate information with due regard to confidentiality issues

elicit accurate information from interviewee

evaluate diverse pieces of information and promptly clarify misunderstandings, ambiguity or contradictions

identify and comply with applicable legal and procedural requirements, including licensing requirements, relevant to conduct of interviews and evidence collection

information technology

organise and operate recording and other equipment

plan and conduct meetings and interviews

prepare and compile statements in required formats

prioritise work tasks and complete activities within designated timeframes

relate to people from a range of social, cultural and ethnic backgrounds and of varying physical and mental abilities

risk assessment

use information storage and retrieval systems

verify information for accuracy and relevance.

Required knowledge

applicable licensing and legal requirements for conducting interviews and taking statements

continuity of evidence

effective interpersonal techniques

information management systems and methods

interview strategies and techniques

interviewing, reviewing and debriefing processes

post-interview procedures

principles of continuity of evidence

principles of effective communication including interpersonal techniques

procedures for the security and storage of information

procedures for the use of interpreters

recording methods and use of recording equipment

reliable and verifiable sources of information

reporting and documentation requirements

requirements for duly authorised persons to swear statements

rights of individuals in relation to the conduct of interviews and statement compilation

techniques for negotiation, conflict resolution and problem solving.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

effectively planning the sequence of key questions for eliciting relevant information and arranging appropriate resources, equipment and location for the conduct of interviews

conducting interviews and meetings using appropriate interpersonal techniques and taking accurate and complete contemporaneous notes and statements

collecting information in an accurate and systematic manner and handling all information in a safe and secure manner with due regard to confidentiality requirements and principles of evidence management.

Context of and specific resources for assessment

Context of assessment includes:

a setting in the workplace or environment that simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include:

access to plain English version of relevant statutes and procedures

access to a registered provider of assessment services

access to a suitable venue and equipment

assessment instruments including personal planner and assessment record book

work schedules, organisational policies and duty statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment

This unit of competency could be assessed using the following methods of assessment:

observation of processes and procedures

questioning of underpinning knowledge and skills.

Guidance information for assessment

Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge.

Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

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.

Legislative requirementsmay relate to:

applicable commonwealth, state and territory legislation which affects investigative work such as:

Insurance Contracts Act

workplace safety

environmental issues

equal employment opportunity

industrial relations

anti-discrimination and diversity

Australian standards and quality assurance

authority to conduct investigation

award and enterprise agreements

evidence collection

freedom of information

licensing arrangements and certification requirements

privacy requirements

relevant industry codes of practice

restrictions in the use of recording devices.

Assignment instructions may include:

assignment purpose and objective

assignment tasks and procedures

assignment timeframe

client information

methods of interview

reporting and documentation requirements

resource and equipment allocations.

Background materialmay include:

client instructions

file notes

records of previous interviews

reports

results of preliminary inquiries.

Relevant personsmay include:

client

counsellor

industry or government representatives

investigative specialist

medical staff

police

security personnel

supervisor.

Business equipment and technology may include:

calculators

facsimile machines

standard commercial computer software and hardware

telephones.

Resources may include:

calculators

facilities

finance

information

information technology

interpreter

personnel

specialist services and support

time

transport.

Manufacturer's instructionsmay be found in:

equipment specifications

operator's manual

plans and diagrams

printed instruction leaflets

warranty documents.

Communication skillsmay include:

accepting and listening to responses

active listening

comprehension

displaying objectivity and impartiality

frank and fair questioning

negotiation

note-taking

positive body language

reading accurately

speaking clearly

summarising

writing.

Interpersonal techniquesmay include:

active listening

being respectful and non-discriminatory to others

control of tone of voice and body language

demonstrating flexibility and willingness to negotiate

interpreting non-verbal and verbal messages

maintaining professionalism

providing and receiving constructive feedback

questioning to clarify and confirm understanding

two-way communication

use of communication appropriate to cultural differences

use of positive, confident and cooperative language.

Social and cultural differencesmay relate to:

dress and personal presentation

food

language

religion

social conventions

traditional practices

values and beliefs.

Interview planmay include:

interview schedules

key questions

list of interview participants

presentation of physical evidence

sequence of activities.

Interview strategiesmay include consideration of:

avoiding cross-examinations

excluding leading questions

excluding multiple questions

interview method (direct questioning, empathetic questions)

interviewee status (disability, age, gender, ethnicity, race)

location and timing

strategies for developing rapport.

Contingenciesmay include:

age of interviewee (eg, minor)

allegations of misconduct

change in demeanour of interviewee

disclosed information

equipment failure

inadequate language skills

physical or psychological disabilities

refusal to answer questions

suspect request.

Protocols and proceduresmay include:

confidentiality assurances

informing interviewee of - their rights - the purpose of the interview - the sequence of activities - how the interview will be recorded

introductions

verification of identification.

Format requirementsmay include:

established style and structure

handwritten or typed

question and answer

record of interview (written, typed, audio, video).

Statementsmay include:

affidavits

records of interview

statutory declarations

witness record.

Proceduresfor taking statementsmay include:

clear and concise reporting

detailing in writing all statements made by interviewee

summarising of relevant points

taking contemporaneous notes.

Duly authorised personmay be:

justice of the peace

magistrate

solicitor.

Unit sector

Security

Investigative services

This unit contains employability skills.