DEFPL021 - Obtain information from a client

DEFPL021
Obtain information from a client

This unit describes the competency required to collect and record information from a client under the instruction of a legal officer.All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. In a Defence context, this means that there is no civilian need to hold this unit in order to meet licensing, legislative, regulatory or certification requirements.

Application

This unit applies to individuals who apply a well established, sound, theoretical knowledge base in performing a range of communication tasks relating to clients.

Prerequisites

Not applicable.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare relevant background material	1.1 Nature of client needs and client matter are discussed and clarified with legal officer. 1.2 Relevant background material and additional information is reviewed and analysed. 1.3 Where applicable, for a new client, file is opened according to organisation's policies and procedures.
2. Arrange for exchange of information	2.1 Client is contacted, according to organisation's policies and procedures. 2.2 Additional assistance from support staff is arranged to contact client, where necessary.
3. Obtain information	3.1 Legal limits of own responsibility are clearly outlined to client and mutual expectation is established. 3.2 Appropriate questioning techniques are used to obtain information from client. 3.3 Client information is recorded and information gathered is verified. 3.4 Clients are advised to obtain authorisations/clearances or authorisations/clearances are obtained for client, where appropriate.
4. Finalise matter	4.1 Timeframes for completion of client’s matter are arranged. 4.2 Where appropriate, client is advised of outcome. 4.3 Outcomes are recorded and filed in accordance with organisation’s policies and procedures.

Required Skills

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

Required Skills

clarify ideas

explore ideas in discussion

gather information from clients

prepare and proofread conversation transcripts and summaries of meeting outcomes

provide instructions to others

question others to obtain information

read and critically evaluate intricate legal documents

respond appropriately to clients who have specific needs

use legal vocabulary and grammatical structures to achieve precise meaning

Required Knowledge

accepted codes of conduct including those relating to:

compliance with reasonable direction

conflict of interest

duty of care

ethical behaviour

non-discriminatory practice

security, privacy and confidentiality

use of organisational resources

legal terminology and process relevant to the matter

relevant organisation policies and procedures

relevant court processes, current legislation and required documentation

scope of legal officer/support role and own responsibilities

Evidence Required

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

Assessment must confirm the ability to:

collect and record information from a client under the instruction of a legal officer

The candidate must at all times comply with legislative requirements, policy and standards, and demonstrate an awareness of access, equity and diversity principles and practices.

Consistency in performance

Competency should be demonstrated in a range of actual or simulated workplace contexts.

Context of and specific resources for assessment

Context of assessment

Competency should be assessed in the workplace or in a simulated workplace environment.

Specific resources for assessment

Access is required to appropriate documentation and resources normally found in the work environment.

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 in the Performance Criteria is detailed below.
Relevant background material and additional information may include:	current file previous dealings with client or relevant third party relevant legislation and regulations
Organisation's policies and procedures may include:	accommodating specific client needs such as case manager, social worker arranging meeting rooms assigning the file matter number contingencies information sources interviewing performing conflict of interest check protocol for contacting clients such as translator, interpreter recording information re-scheduling appointments security/confidentiality/privacy procedures updating files verifying and authorising information/appointments
Contact with client may include:	contacting the client oneself email ensuring someone else contacts the client interview interview through an interpreter or other support person letter telephone interview
Appropriate questioning techniques may differ according to:	cultural background of the client sensitivity of the matter state of presentation of the client, for example: communication issues cooperativeness defensiveness emotion hearing impairment language the client speaks being non-communicative having a speech impairment
Obtaining information may include:	communicating: in person in writing verbally via a third party
Verifying information may include:	verifying personally organising verification to be done via a third party

Sectors

Not applicable.

Employability Skills

This unit contains employability skills.

Licensing Information

Not applicable.