1

Identify nature and type of spatial enquiry.

1.1

Client is addressed in a courteous and businesslike manner.

1.2

Client spatial requirements and degree of urgency are established promptly.

1.3

Ability to respond and select an appropriate organisational policy for dealing with enquiry is determined.

1.4

Enquiries regarding additional spatial research required are allocated a priority and arrangements are made for follow-up.

2

Determine suitable response.

2.1

Need for a written or verbal response is established according to organisational guidelines and the nature of the enquiry.

2.2

Client is provided with response options to satisfy their needs where appropriate.

2.3

Areas of potential difficulty in customer service delivery are identified and appropriate action is taken.

2.4

Complex spatial enquiries are referred to supervisors or appropriate personnel according to organisational guidelines.

3

Research information relevant to enquiry.

3.1

Information relevant to client needs is identified from company and industry sources.

3.2

Accuracy and type of information accessed from client is assessed to determine if a visit to the customer is required.

3.3

Crux of the issue is ascertained from the information available.

4

Respond to client on spatial product and services issues.

4.1

Written and verbal responses are presented in a clear and concise manner.

4.2

Information for routine and specified spatial products and services is provided where appropriate.

4.3

OHS issues form part of the advice, where appropriate.

5

Update relevant files and records.

5.1

Spatial business documentation is completed according to established work procedures.

5.2

Co-workers and supervisors are promptly advised of work implications, where appropriate.

5.3

Information on the type and source of enquiries is collated according to organisational practices to enable subsequent data analysis.

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

Required skills

communication skills that assist in identifying and meeting client needs, including:

accessing, synthesising and using information

communicating effectively on the telephone and electronically

written skills to document follow-up action

computer skills to develop business documentation

interpersonal skills e.g. cooperation and flexibility

literacy skills to:

assess and use workplace information

read and interpret datums and projections

numeracy skills to:

accurately record and collate

undertake basic computations

organisational skills to prioritise daily activities

Required knowledge

complaint-handling procedures

customer groups (internal and external)

industry ethics and practices

organisational customer service standards

product and service knowledge

research techniques to progress spatial enquiries

safe work practices

work allocation procedures

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

This unit of competency could be assessed on its own or in combination with other units relevant to the job function, for example CPPSIS3013A Support spatial process improvement.

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:

assessing and acting upon basic contingencies

communicating with client on spatial products and services

knowledge of basic data requirements

research techniques to access information.

Specific resources for assessment

Resource implications for assessment include access to:

assessment instruments, including personal planner and assessment record book

assignment instructions, work plans and schedules, policy documents and duty statements

registered training provider of assessment services

relevant guidelines, regulations and codes of practice

suitable venue and equipment.

Access must be provided to appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified for people with disabilities.

Context of assessment

Holistic: based on the performance criteria, evidence guide, range statement, and required skills and knowledge.

Method of assessment

Demonstrated over a period of time and observed by the assessor (or assessment team working together to conduct the assessment).

Demonstrated competency in a range of situations, that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.

Obtained by observing activities in the field and reviewing induction information. If this is not practicable, observation in realistic simulated environments may be substituted.

Guidance information for assessment

Assessment requires that the clients’ objectives and industry expectations are met. If the clients’ objectives are narrowly defined or not representative of industry needs, it may be necessary to refer to portfolio case studies of a variety of surveying and spatial information services requirements to assess competency.

Oral questioning or written assessment and hypothetical situations (scenarios) may be used to assess underpinning knowledge (in assessment situations where the candidate is offered a preference between oral questioning or 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.

All practical demonstration must adhere to the safety and environmental regulations relevant to each State or Territory.

Where assessment is for the purpose of recognition (recognition of current competencies [RCC] or recognition of prior learning [RPL]), the evidence provided will need to be authenticated and show that it represents competency demonstrated over a period of time.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

Assessment processes will be appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

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 in the performance criteria is detailed below. Add any 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.

Client may include:

customers with routine or special requests

external to organisation

internal to organisation

regular and new customers, including:

business enterprises

government agencies

members of the public

suppliers.

Spatial requirements may include:

administration (e.g. postcodes, suburbs, and federal and state electoral counties)

analysis of environmental, land and geographic information

asset management

cartographic services

civil engineering

datums

digital imagery

electricity

emergency services management

environmental datasets

geographic information systems (GIS)

integrated services – environmental, land and geographic related datasets

land ownership tenure system

local government

location-based services

global positioning

mapping facilities

projections

site analysis

survey marks

sewerage

telecommunications

town planning

utility services such as water.

Organisational policies may be found in:

code of ethics

company guidelines

legislation relevant to the work or service function

manuals

OHS policies and procedures

personnel practices and guidelines outlining work roles and responsibilities.

Spatial research may include:

contract documents

existing spatial datasets

historical spatial data

internet spatial data directories

metadata

reports

tender documents.

Complex spatial enquiries may include any enquiry that:

involves accessing information that is not immediately obvious or accessible

requires the attention of particular personnel

requires diplomacy or discretion beyond the first point of contact.

Supervisors may include:

relevant work site personnel

mentors

managers.

Client needs may include:

administration

advice or general information

cartography

complaints and suggestions

environmental services

GIS

locational information

mapping information

payment

spatial software

surveying.

Spatial products and services may include:

database management system (DBMS)

dataset

datum, including geocentric datum

digital geographic information exchange standard (DIGEST)

digital imagery

digital nautical chart

engineering surveying

geocoding

geodata products

geodetic surveying

GIS

hydrographic surveying

land information system

map projections

map referencing

metadata

mining surveying

remote sensing

topographic data

topographic information.

OHS may include:

Australian standards

development of site safety plan

identification of potential hazards

inspection of work sites

training staff in OHS requirements

use of equipment and signage.

Spatial business documentation may include:

databases

detailed technical description of the spatial data and its qualifiers

emails and faxes

quotations and estimates

standard letters

tax invoices

statements.

Work procedures may be written or verbal and include:

assignment instructions

instructions from colleagues, supervisors or managers

personal protective equipment requirements

reporting and documentation requirements

specific client requirements.