Description

Pre-Requisites

Application of Unit

This competency applies to operators who are required to receive, relay and record work related information as well as respond to information requests in the workplace. The operator will:

• record received messages
• seek clarification, when necessary
• access needed information, as required
• relay the correct information to appropriate person/s.

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.

Context
This competency applies to all work environments

Procedures
All operations are performed in accordance with procedures. Procedures include:

• all relevant workplace procedures
• work instructions
• temporary instructions
• relevant industry and government codes and standards
• telephone protocol, including industry timelines in answering calls.

Messages
Messages includes the following as appropriate to workplace requirements:

• written
• oral
• electronic.

Tools and equipment
This competency includes use of equipment and tools such as:

• two way radio
• computer
• telephone.

Problems
Respond to routine problems means 'apply known solutions to a limited range of predictable problems'. Typical problems may include:

• missing/lost messages
• required information not available
• required equipment not available
• conflict of work priorities.

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
A holistic approach should be taken to the assessment.

Assessors must be satisfied that the person can consistently perform the unit as a whole, as defined by the Elements, Performance Criteria and skills and knowledge.

In all cases it may be appropriate to assess this unit concurrently with relevant team work and communication units.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
It is essential that competence is demonstrated in the knowledge and skills defined in this unit. These may include the ability to:

• provide and assess all required information and that the information provided both verbally and in writing is completed in a clear and concise manner that is easily understood by others and in accordance with workplace requirements.
• apply approved procedures.

Consistent performance should be demonstrated. For example, look to see that:

• all information is provided in an efficient, effective, courteous and timely manner.

Assessment method and context
Assessment will occur on-the-job or in a simulated workplace.

Competence in this unit may be assessed:

• by observation and questioning to indicate understanding
• in a situation allowing the generation of evidence of the ability to respond to problems
• by using a suitable simulation and/or a range of case studies/scenarios
• through a combination of these techniques.

Required skills
Language, literacy and numeracy requirements:

This unit requires the ability to read and understand information contained in typical workplace documents such as standard operating procedures, material safety data sheets, job cards, maintenance logs. Everyday workplace language is used, including some technical terms and mathematical language.

Writing is required to the level of completing workplace forms and records. Types of text may include short sentences, symbols, codes, signs, sketches and may be conveyed in printed form or screen based.

Basic numeracy is needed to the extent required by work instructions and procedures.

Required knowledge
Knowledge and ability to implement organisation policies and procedures on workplace communication, including:

• types, purpose and importance of workplace documentation
• workplace codes, including numbers, symbols, signs, colours and other codes.

Competence also includes the ability to:

• listen attentively
• formulate questions to clarify work requirements or instructions
• establish effective workplace relationship with colleagues
• adapt communication to a range of social, cultural and ethnic backgrounds.