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Evidence Guide: DEFPL021 - Obtain information from a client

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

DEFPL021 - Obtain information from a client

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare relevant background material

  1. Nature of client needs and client matter are discussed and clarified with legal officer.
  2. Relevant background material and additional information is reviewed and analysed.
  3. Where applicable, for a new client, file is opened according to organisation's policies and procedures.
Nature of client needs and client matter are discussed and clarified with legal officer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant background material and additional information is reviewed and analysed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where applicable, for a new client, file is opened according to organisation's policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange for exchange of information

  1. Client is contacted, according to organisation's policies and procedures.
  2. Additional assistance from support staff is arranged to contact client, where necessary.
Client is contacted, according to organisation's policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Additional assistance from support staff is arranged to contact client, where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain information

  1. Legal limits of own responsibility are clearly outlined to client and mutual expectation is established.
  2. Appropriate questioning techniques are used to obtain information from client.
  3. Client information is recorded and information gathered is verified.
  4. Clients are advised to obtain authorisations/clearances or authorisations/clearances are obtained for client, where appropriate.
Legal limits of own responsibility are clearly outlined to client and mutual expectation is established.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate questioning techniques are used to obtain information from client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client information is recorded and information gathered is verified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clients are advised to obtain authorisations/clearances or authorisations/clearances are obtained for client, where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise matter

  1. Timeframes for completion of client’s matter are arranged.
  2. Where appropriate, client is advised of outcome.
  3. Outcomes are recorded and filed in accordance with organisation’s policies and procedures.
Timeframes for completion of client’s matter are arranged.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, client is advised of outcome.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outcomes are recorded and filed in accordance with organisation’s policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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

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