Unit of competency Outline
Date retreived
22/07/2026 9:21 PM AWST
22/07/2026 9:21 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Collect and analyse technical information
Collect and analyse technical information
Unit of competency
National Code
ICTWOR3232A
ICTWOR3232A
State Code
D3528
D3528
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
15/04/2014
Field of Education
031307 - Communications Technologies
Original Release Date
15/04/2014
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to investigate a technical situation involving the collection and analysis of information from a variety of sources, including interviews and database systems. The technical situation under investigation may be the result of a fault or failure of a product, service or process. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.
Notes
Elements and Performance Criteria
1. Obtain recorded information
- 1.1. Apply all relevant legislation, codes, regulations and standards in the analysis process
- 1.2. Verify the situation to be investigated and identify appropriate sources of information for this situation
- 1.3. Obtain relevant information from computer systems and analyse and record information
2. Conduct a simple interview
- 2.1. Select interviewees with correct information about the matter being investigated and select an interview process to suit the circumstances of the interviewee
- 2.2. Prepare for an interview by performing preliminary research
- 2.3. Develop interview questions to identify key points for an effective interview
- 2.4. Conduct an interview using effective listening and questioning techniques and focus the interviewee on information relevant to the matter being investigated
- 2.5. Record information obtained in the interview
3. Analyse information
- 3.1. Analyse critical information by reviewing the situation being investigated
- 3.2. Assess between factual information and assumptions and make deductions based on factual critical information
- 3.3. Incorporate assumptions into the reasoning process where it assists in forming valid inferences
- 3.4. Analyse inferences from those deductions and assumptions and produce a resolution of the situation being investigated
4. Implement the outcomes of analysis
- 4.1. Identify practical actions based on inferences arising from the analysis process
- 4.2. Implement practical actions to resolve the situation
- 4.3. Review outcomes of practical action by assessing their impact on the situation
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.
Legislation, codes, regulations and standards may include:
Australian Communications Industry Forum (ACIF) standards and codes
Australian Communications and Media Authority (ACMA) technical standards
Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard
Australian building codes and regulations
Australian Standards
equal employment opportunity (EEO) and anti-discrimination legislation
enterprise standards
Privacy Act
Telecommunications Act
Telecommunications Industry Ombudsman
Trade Practices Act.
Sources of information may include:
customers or clients
fellow employees
field staff
information databases
other effected individuals.
Record information may include:
electronically based proformas
electronically based reports
hand written notes.
Interview process may include:
face to face interview
informal discussion
telephone interview
text based information gathering.
Analyse may include:
biographical analysis
comparative analysis
developing a hypothesis
geographical analysis
historical analysis
scenario generation.
Reasoning process may include:
decision-making
deduction
problem solving techniques.
Inferences may include:
estimates
explanations
probable interpretations
probable predictions.
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.
Legislation, codes, regulations and standards may include:
Australian Communications Industry Forum (ACIF) standards and codes
Australian Communications and Media Authority (ACMA) technical standards
Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard
Australian building codes and regulations
Australian Standards
equal employment opportunity (EEO) and anti-discrimination legislation
enterprise standards
Privacy Act
Telecommunications Act
Telecommunications Industry Ombudsman
Trade Practices Act.
Sources of information may include:
customers or clients
fellow employees
field staff
information databases
other effected individuals.
Record information may include:
electronically based proformas
electronically based reports
hand written notes.
Interview process may include:
face to face interview
informal discussion
telephone interview
text based information gathering.
Analyse may include:
biographical analysis
comparative analysis
developing a hypothesis
geographical analysis
historical analysis
scenario generation.
Reasoning process may include:
decision-making
deduction
problem solving techniques.
Inferences may include:
estimates
explanations
probable interpretations
probable predictions.
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 ability to:
use a database
demonstrate listening, questioning and interviewing techniques
develop an accurate record of interview
integrate information from varied sources
draw logical inferences from information gathered
make sound recommendations for action based on inferences.
Context of and specific resources for assessment
Assessment must ensure:
operational customer contact centre
customer contact technologies currently used in industry
interview and evidence recording equipment
relevant regulatory and equipment documentation that impact on work activities.
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 observation of the candidate using a database to record information
direct observation of the candidate's questioning and interviewing techniques
review of records of interview completed by the candidate
oral or written questioning of the candidate to assess knowledge of information gathering practices.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICTWOR3231A Resolve technical enquiries using multiple information systems.
Aboriginal people and other people from a non-English speaking background may have second language issues.
Access must be provided to appropriate learning and assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.
Where applicable, physical resources should include equipment modified for people with special needs.
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:
use a database
demonstrate listening, questioning and interviewing techniques
develop an accurate record of interview
integrate information from varied sources
draw logical inferences from information gathered
make sound recommendations for action based on inferences.
Context of and specific resources for assessment
Assessment must ensure:
operational customer contact centre
customer contact technologies currently used in industry
interview and evidence recording equipment
relevant regulatory and equipment documentation that impact on work activities.
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 observation of the candidate using a database to record information
direct observation of the candidate's questioning and interviewing techniques
review of records of interview completed by the candidate
oral or written questioning of the candidate to assess knowledge of information gathering practices.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
ICTWOR3231A Resolve technical enquiries using multiple information systems.
Aboriginal people and other people from a non-English speaking background may have second language issues.
Access must be provided to appropriate learning and assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.
In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.
Where applicable, physical resources should include equipment modified for people with special needs.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWC72 | ICTWOR307 | Collect and analyse technical information | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| J815 | ICT30213 | Certificate III in Telecommunications | Qualification |
| J816 | ICT30313 | Certificate III in Telecommunications Cabling | Qualification |