Elements and Performance Criteria

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, 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 may include:
demographic data
service delivery records
computer databases (library catalogue, customer records, subscription database, internet)
computer files (letters, memos and other documents)
correspondence (faxes, memos, letters, email)
financial figures
forms (insurance forms, membership forms)
information on training needs
invoices (from suppliers, to debtors)
marketing reports/plans/budgets
personnel records (personal details, salary rates)
production targets
sales records (monthly forecasts, targets achieved)
Organisational requirements may include:
anti-discrimination and related policy
business and performance plans
Code of Conduct/Code of Ethics
defined resource parameters
ethical standards
goals, objectives, plans, systems and processes
information protocols
legal and organisational policies, guidelines and requirements
management and accountability channels
OHS policies, procedures and programs
procedures for updating records
quality assurance and/or procedures manuals
security and confidentiality requirements
Methods of collecting information may include:
checking research provided by others
checking written material including referrals and client files
individual research
information from other organisations
interviews with community members, colleagues/customers
observation and listening
previous file records
questioning (in person or indirect)
recruitment applications and other forms
Business technology may include:
answering machine
computer
fax machine
photocopier
telephone
Objectives of research may include:
comparative analysis
hypothesis testing
identification of trends
industry pricing policies
process mapping
situational diagnosis
Research strategies may include:
data analysis
documentation reviews
focus groups
interviewing colleagues and clients
online searching
product sampling
subscription databases
Key words and phrases may include:
American spellings when searching online
cultural or geographic terms
using different thesauri in different databases
Boolean operators may include:
exclude - / NOT
include +/ AND
or
phrase searching " "/( )
variations, depending on the resource being used
Methods of data analysis may include:
data sampling
feedback on results
peer review
review of previous research
statistical analysis
Business objectives may include:
community capacity building
community development
service provision
business planning
financial performance
flexibility, responsiveness
interpersonal communication
marketing and customer service
organisational values and behaviours
people management
work procedures and quality assurance manuals
Feedback may include:
audit documentation and reports
comments from community, board members, clients and colleagues
customer satisfaction questionnaires
quality assurance data
returned goods

EVIDENCE GUIDE
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 following is essential:
presenting information and data
maintaining and handling data and documents systematically
analysing and interpreting data to support organisational activities
knowledge of research processes and strategies to identify new sources of information.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of research tasks and resources.
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 by the candidate
analysis of responses to case studies and scenarios
demonstration of techniques
observation of presentations
review of documentation outlining recommendations and issues
review of reports outlining research findings.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
general administration units
IT use units
Governance units