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
What evidence can you provide to prove your understanding of each of the following citeria?
Manage government service reception
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Establish and monitor reception and/or front office functions and efficiency. Completed |
Evidence:
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Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals. Completed |
Evidence:
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Maintain items and information available to the public in government service delivery sites. Completed |
Evidence:
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Deal with complaints and aggression
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Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery. Completed |
Evidence:
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Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals. Completed |
Evidence:
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Identify and apply established frameworks for resolving conflict and aggression in government service delivery. Completed |
Evidence:
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Review and agree on actions to resolve identified issues with individuals. Completed |
Evidence:
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Make referrals in consultation with the individual and specialist service providers. Completed |
Evidence:
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Assure public safety in a government service delivery environment
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Develop and implement, risk management and response plans for potential emergencies or crises. Completed |
Evidence:
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Access relevant emergency services. Completed |
Evidence:
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Debrief affected parties. Completed |
Evidence:
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Record any incidents. Completed |
Evidence:
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Manage government service reception
|
|
Establish and monitor reception and/or front office functions and efficiency. Completed |
Evidence:
|
Monitor and evaluate the effectiveness of queuing strategies, and make responses to peak demand periods to minimise impact on individuals. Completed |
Evidence:
|
Maintain items and information available to the public in government service delivery sites. Completed |
Evidence:
|
Deal with complaints and aggression
|
|
Recognise and cater for the complex needs and challenges facing individuals accessing government service delivery. Completed |
Evidence:
|
Monitor ongoing satisfaction and identify the concerns of dissatisfied and aggrieved individuals. Completed |
Evidence:
|
Identify and apply established frameworks for resolving conflict and aggression in government service delivery. Completed |
Evidence:
|
Review and agree on actions to resolve identified issues with individuals. Completed |
Evidence:
|
Make referrals in consultation with the individual and specialist service providers. Completed |
Evidence:
|
Assure public safety in a government service delivery environment
|
|
Develop and implement, risk management and response plans for potential emergencies or crises. Completed |
Evidence:
|
Access relevant emergency services. Completed |
Evidence:
|
Debrief affected parties. Completed |
Evidence:
|
Record any incidents. Completed |
Evidence:
|