Modification History
Not Applicable
Unit Descriptor
Descriptor |
This unit covers the skills required to identify client information needs and provide appropriate information |
Application of the Unit
Application |
This unit applies to work in a range of health settings where direct client contact is involved Application of this unit should be contextualised to reflect any specific workplace requirements, issues and practices |
Licensing/Regulatory Information
Not Applicable
Pre-Requisites
Not Applicable
Employability Skills Information
Employability Skills |
This unit contains Employability Skills |
Elements and Performance Criteria Pre-Content
Elements define the essential outcomes of a unit of competency. |
The Performance Criteria specify the level of performance required to demonstrate achievement of the Element. Terms in italics are elaborated in the Range Statement. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Establish relationship with the client |
1.1 Greet clients courteously and professionally 1.2 Identify special needs of clients 1.3 Use effective communication with clients 1.4 Take into consideration cultural and personal factors when interacting with clients |
2. Identify client information needs |
2.1 Encourage clients to voice queries 2.2 Ask client about information needs 2.3 Assist clients to identify their information needs if necessary 2.4 Confirm client information needs |
3. Provide specific information |
3.1 Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer 3.2 Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry 3.3 Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required 3.4 Make appointments for clients |
4. Provide prepared information to promote access to services |
4.1 Identify the range of services available 4.2 Provide prepared information or details of a range of services to clients when required 4.3 Where appropriate, seek specialist information, advice and assistance from supervisor on behalf of client 4.4 Manage communication difficulties appropriately 4.5 Refer problems relating to providing information about services to supervisor |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This describes the essential skills and knowledge and their level required for this unit. |
Essential knowledge : The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes knowledge of:
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Essential skills : It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role This includes the ability to:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate this competency unit : |
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Access and equity considerations : |
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Range Statement
RANGE STATEMENT |
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The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. 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. |
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Special needs may include : |
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Effective communication includes : |
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Cultural and personal factors may include : |
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Relevant information may include : |
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Modes of communication may include : |
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Managed appropriately may include : |
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Unit Sector(s)
Not Applicable