Modules
071 Manage and provide information for internal and external purposes
Scope
This module is about recording, retrieving and providing information to respond to requests from internal and external contacts. This will include information flow with internal contacts, operational staff, other agencies and press and media.
Skill Objectives
Computer skills
Use of computer applications to record and retrieve information including word-processing, spreadsheets and databases
Knowledge Objectives
Policies and practice in relation to the provision of information to internal and external contacts
Types of information which must be recorded and methods of recording and retrieval
Sensitivities and security of information
Confidentiality procedures and requirements
How to access and retrieve information
The reasons for recording information and the impact on service delivery
The implications of not recording data
Accepted methods and format for recording data relevant to service delivery
Personal level and limits of authority in the provision of information
Relevant National Occupational Standards
Relevant Personal Skills
Acting Assertively
acts in an assured and unhesitating manner when faced with a challenge
maintains beliefs, commitments and effort in spite of set backs or opposition
takes a leading role initiating action and making decisions
Behaving ethically
shows integrity and fairness in decision making
Building teams
shows respect for the views and actions of others
shows sensitivity to the needs and feelings of others
uses power and authority in a fair and equitable manner
Communicating
adopts communication styles appropriate to listeners and situations, including selecting an appropriate time and place
identifies the information needs of listeners
Focusing on results
maintains a focus on objectives
prioritises objectives and schedules work to make best use of time and resources
Influencing others
presents oneself positively to others
understands the culture of the organisation and acts to work within it or influence it
Managing Self
accepts personal comments or criticism without becoming defensive
remains calm in difficult or uncertain situations
Relating to others
clearly identifies what is required of others
identifies and resolves causes of conflict or resistance
keeps others informed about plans and progress
Searching for information
identifies implications, consequences or causal relationships in a situation
makes best use of existing sources of information
seeks information from multiple sources
Striving for excellence
monitors quality of work and progress against plans
Taking Decisions
focuses on facts, problems and solutions
takes decisions which are realistic for the situation
Scope
This module is about recording, retrieving and providing information to respond to requests from internal and external contacts. This will include information flow with internal contacts, operational staff, other agencies and press and media.
Skill Objectives
Computer skills Use of computer applications to record and retrieve information including word-processing, spreadsheets and databases
Knowledge Objectives
Policies and practice in relation to the provision of information to internal and external contacts
Types of information which must be recorded and methods of recording and retrieval
Sensitivities and security of information
Confidentiality procedures and requirements
How to access and retrieve information
The reasons for recording information and the impact on service delivery
The implications of not recording data
Accepted methods and format for recording data relevant to service delivery
Personal level and limits of authority in the provision of information
Relevant National Occupational Standards
Relevant Personal Skills
| Acting Assertively | acts in an assured and unhesitating manner when faced with a challenge |
| maintains beliefs, commitments and effort in spite of set backs or opposition | |
| takes a leading role initiating action and making decisions | |
| Behaving ethically | shows integrity and fairness in decision making |
| Building teams | shows respect for the views and actions of others |
| shows sensitivity to the needs and feelings of others | |
| uses power and authority in a fair and equitable manner | |
| Communicating | adopts communication styles appropriate to listeners and situations, including selecting an appropriate time and place |
| identifies the information needs of listeners | |
| Focusing on results | maintains a focus on objectives |
| prioritises objectives and schedules work to make best use of time and resources | |
| Influencing others | presents oneself positively to others |
| understands the culture of the organisation and acts to work within it or influence it | |
| Managing Self | accepts personal comments or criticism without becoming defensive |
| remains calm in difficult or uncertain situations | |
| Relating to others | clearly identifies what is required of others |
| identifies and resolves causes of conflict or resistance | |
| keeps others informed about plans and progress | |
| Searching for information | identifies implications, consequences or causal relationships in a situation |
| makes best use of existing sources of information | |
| seeks information from multiple sources | |
| Striving for excellence | monitors quality of work and progress against plans |
| Taking Decisions | focuses on facts, problems and solutions |
| takes decisions which are realistic for the situation |
