Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
This unit of competency specifies the outcomes required to assess client needs in routine matters and provide appropriate information and follow-up on a variety of predictable issues within the spatial information handling framework. It requires the ability to communicate effectively and interpret and act upon available information using discretion and judgement. While dealings with clients will often be direct, follow-up functions will be carried out under supervision, within organisational guidelines. |
Application of the Unit
Application of the unit |
This unit of competency supports the application of communication, interpersonal, basic problem-solving and teamwork skills. The skills and knowledge acquired upon completion of this unit would support the needs of employees in the spatial information services industry sector in positions such as field coordination, data collection and administration. While no licensing, legislative, regulatory or certification requirements apply holistically to this unit at the time of publication, relevant federal, and state or territory legislation, regulations and codes of practice impact upon this unit (see unit performance criteria and range statement). |
Licensing/Regulatory Information
Refer to Application of the Unit
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
Employability skills |
The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 Identify nature and type of spatial enquiry . |
1.1 Client is addressed in a courteous and businesslike manner. 1.2 Client spatial requirements and degree of urgency are established promptly. |
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1.3 Ability to respond and select an appropriate organisational policy for dealing with enquiry is determined. 1.4 Enquiries regarding additional spatial research required are allocated a priority and arrangements are made for follow-up. 1.5 Skills and knowledge are updated to accommodate changes in client enquiries. |
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2 Determine suitable response . |
2.1 Need for a written or verbal response is established according to organisational guidelines and the nature of the enquiry. 2.2 Client is provided with response options to satisfy their needs where appropriate. 2.3 Areas of potential difficulty in customer service delivery are identified and appropriate action is taken. 2.4 Complex spatial enquiries are referred to supervisors or appropriate personnel according to organisational guidelines. |
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3 Research information relevant to enquiry . |
3.1 Information relevant to client needs is identified from company and industry sources. 3.2 Accuracy and type of information accessed from client is assessed to determine if a visit to the customer is required. 3.3 Crux of the issue is ascertained from the information available. |
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4 Communicate advice and pricing information . |
4.1 Written and verbal responses are presented in a clear and concise manner. 4.2 Pricing information for routine and specified spatial products and services is provided where appropriate. 4.3 OHS issues form part of the advice, where appropriate. |
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5 Update relevant files and records . |
5.1 Spatial business documentation is completed according to established work procedures . 5.2 Co-workers and supervisors are promptly advised of work implications, where appropriate. 5.3 Information on the type and source of enquiries is collated according to organisational practices to enable subsequent data analysis. |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
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This section describes the essential skills and knowledge and their level, required for this unit. |
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Required skills :
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Required knowledge and understanding :
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Evidence Guide
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment |
This unit of competency could be assessed on its own or in combination with other units relevant to the job function, for example unit CPPSIS3003A Support spatial process improvement. |
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
A person who demonstrates competency in this unit must be able to provide evidence of:
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Specific resources for assessment |
Resource implications for assessment include access to:
Access must be provided to appropriate learning and assessment support when required. Where applicable, physical resources should include equipment modified for people with disabilities. |
Context of assessment |
Holistic: based on the performance criteria, evidence guide, range statement, and required skills and knowledge. |
Method of assessment |
Demonstrated over a period of time and observed by the assessor (or assessment team working together to conduct the assessment). Demonstrated competency in a range of situations, that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace. |
Obtained by observing activities in the field and reviewing induction information. If this is not practicable, observation in realistic simulated environments may be substituted. |
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Guidance information for assessment |
Assessment requires that the clients' objectives and industry expectations are met. If the clients' objectives are narrowly defined or not representative of industry needs, it may be necessary to refer to portfolio case studies of a variety of spatial information services requirements to assess competency. Oral questioning or written assessment and hypothetical situations (scenarios) may be used to assess underpinning knowledge (in assessment situations where the candidate is offered a preference between oral questioning or written assessment, questions are to be identical). Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff. All practical demonstration must adhere to the safety and environmental regulations relevant to each State or Territory. Where assessment is for the purpose of recognition (recognition of current competencies [RCC] or recognition of prior learning [RPL]), the evidence provided will need to be authenticated and show that it represents competency demonstrated over a period of time. In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Assessment processes will be appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed. |
Range Statement
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 in the performance criteria is detailed below. Add any 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.
Client may include: |
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Spatial requirements may include: |
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Organisational policies may be found in: |
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Spatial research may include: |
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Complex spatial enquiries may include any enquiry that: |
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Supervisors may include: |
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Client needs may include: |
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Spatial products and services may include: |
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OHS may include: |
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Spatial business documentation may include: |
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Work procedures may be written or verbal and include: |
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Unit Sector(s)
Unit sector |
Spatial information services |