Elements and Performance Criteria

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.

Information on facilities and services may relate to:
access
audio tours
car parking
cloaking
directions
guided tours
internal products and services
location of facilities
opening hours
organisation service standards
pricing
retail, food and beverage services
special activities
special instructions relating to use of facilities, such as wearing covered shoes
ticket sales
venue hire and functions.
Opportunities to update and maintain facility and service knowledge may relate to:
discussions with colleagues
internal newsletters
launches
leaflets and brochures
staff noticeboards
team meetings
workshops.
Information may be provided:
by mail
by phone
electronically
face-to-face.
Visitorsmay include:
affiliated and special interest groups
domestic and international tourists
individuals or groups
special needs groups
sponsors and donors
the general community
users of the organisation’s services.
Visitors with specific needs may include:
aged people
first-time visitors
parents with young children
people with disabilities
people with special cultural needs
school groups
unaccompanied children.
Feedbackmay be obtained through:
informal contact and discussion with visitors
interviews
observation of visitor behaviour
surveys.

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.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
source information on services and facilities
communicate information and assist visitors in a friendly, timely and culturally appropriate manner
respond effectively to multiple requests in a range of visitor situations.
Context of and specific resources for assessment
Assessment must ensure:
interaction with others to reflect the customer service and communication skills in this unit
access to typical information storage systems.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance
direct observation of the candidate providing information and assistance to visitors, including those with special needs
evaluation of responses prepared by the candidate to meet a range of different information needs
verbal or written questioning to assess knowledge of facilities and services.
Assessment methods should closely reflect workplace demands and the needs of particular client groups (consider the requirements of different age groups, clients with English as a second language, clients with disabilities, remote library users, etc.).
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCUS201A Deliver a service to customers.