Process & Maintain Workplace Information

Contact details Participant

Name:

Start date:

Phone number:

Email:

Work location

Name:

Address:

Postal address:

Workplace supervisor name:

Phone number:

Fax:

Email:

Registered Training Organisation (RTO)

Name:

Address:

Postal address (if different):

Phone number:

Fax:

RTO contact name:

Mobile:

Email:

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Contents

Before you begin vii

Topic 1: Collect workplace information 1 1A Collect information that meets the organisation’s needs 2 1B Use equipment and technology to obtain information 11 1C Maintain security and confidentiality when handling information 15 Summary 17 Learning checkpoint 1: Collect workplace information 19

Topic 2: Process workplace information 23 2A Use business equipment and technology to process information 24 2B Process information according to time lines and guidelines 28 2C Update, modify and file information 30 2D Collate and dispatch information 37 Summary 40 Learning checkpoint 2: Process workplace information 41

Topic 3: Maintain information systems 45 3A Maintain information and filing systems 46 3B Identify, remove or relocate inactive or dead files 48 3C Establish and assemble new files 54 3D Update reference and index systems 56 Summary 62 Learning checkpoint 3: Maintain information systems 63

Final assessment 69 Assessment information and scope 72 Are you ready for assessment? 73 Final assessment overview 74 Assessment plan 75 Final assessment tasks 76 Record of outcome 102

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Before you begin

This learner guide is based on the unit of competency BSBINM201 Process and maintain workplace information, Release 1. Your trainer or training organisation must give you information about this unit of competency as part of your training program. You can access the unit of competency and assessment requirements at: www.training.gov.au.

How to work through this learner guide This learner guide contains a number of features that will assist you in your learning. Your trainer will advise which parts of the learner guide you need to read, and which practice tasks and learning checkpoints you need to complete. The features of this learner guide are detailed in the following table.

Feature of the learner guide

How you can use each feature

Learning content Read each topic in this learner guide. If you come across content that is confusing, make a note and discuss it with your trainer. Your trainer is in the best position to offer assistance. It is very important that you take on some of the responsibility for the learning you will undertake.

Examples and case studies

Examples of completed documents that may be used in a workplace are included in this learner guide. You can use these examples as models to help you complete practice tasks, learning checkpoints and the final assessment. Case studies highlight learning points and provide realistic examples of workplace situations.

Practice tasks Practice tasks give you the opportunity to put your skills and knowledge into action. Your trainer will tell you which practice tasks to complete.

Video clips Where QR codes appear, learners can use smartphones and other devices to access video clips relating to the content. For information about how to download a QR reader app or accessing video on your device, please visit our website: www.aspirelr.com.au/help

Summary Key learning points are provided at the end of each topic.

Learning checkpoints

There is a learning checkpoint at the end of each topic. Your trainer will tell you which learning checkpoints to complete. These checkpoints give you an opportunity to check your progress and apply the skills and knowledge you have learnt.

Final assessment The final assessment provides you with the opportunity to demonstrate all of the learning that you have undertaken for this unit of competency. Your trainer/assessor may ask you to undertake the final assessment tasks.

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Topic 1 Collect workplace information

Each workplace relies on the exchange of information to carry out its daily business. Information is passed from employee to employee, customer to employee, supervisor to team member, supplier to customer, and so on. Dealing effectively with information and records is necessary and important for all organisations.

The quantity and variety of information kept by an organisation can be huge. Information needs to be sorted into related groups so that it can be stored easily and found when needed. An organisation’s success depends largely on how well it manages its information.

You need to be familiar with the type of information used in your job and the way records are organised so you can collect, file, store and find information quickly and easily. Finding and using information is a large part of many jobs, so knowing how to deal with it is an important workplace skill. Being confident and efficient in this skill helps you and your organisation succeed. In this topic you will learn how to: 1A Collect information that meets the organisation’s needs 1B Use equipment and technology to obtain information 1C Maintain security and confidentiality when handling information

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Electronic records Many organisations store records and information electronically. Storing information electronically can save space and paper.

Information can be easier to access if it is stored electronically. You can search through records and copy information easily into other documents or files. The information in electronic records can also be updated, deleted or changed more easily than hard copy records can.

Examples of electronic records include: • computer databases such as library catalogues, customer records, sales records

and financial records • electronic correspondence such as email and faxes • computer files of letters, memos and other documents.

Example: electronic records Marius is responsible for processing telephone orders and adding new customers to his organisation’s customer database. When a customer calls him to order a product, he quickly searches his database to find the customer’s record. He checks that the customer still has the same delivery address, then takes the order. When the organisation has a special offer for customers, Marius uses the customer database to compile a list of names and addresses. He copies the information into a document that he can use to create and print out mailing labels for a special offer mail-out.

Image-based records Image-based records (for example, on DVD or hard or solid state drives) allow large amounts of information to be stored in a small space. Image-based records are easy to access, but they may need to be read with specialised equipment.

Examples of image-based records include: • records of bank account transactions • indexes such as a list of journals held by a library • old records electronically reduced for efficient storage or to protect fragile or

valuable documents.

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File request forms Some organisations use a formal system for information handling, especially for centralised, paper-based records. There may be a form to fill out when you need to obtain a file or other type of information. This might be: • a paper form to be kept as a record • an online form for external web-based access • an intranet form for internal web-based access • a CD or DVD form to be printed and given to the designated person.

Example: file request form This is an example of a paper-based form for the records department.

Records department

File name:....................................................................... Date: ______/______/____________

File number (if known): .................................................

Requested by: ................................................................ Dept:

Processed by: ................................................................. Date: ______/______/____________

Practice task 1 Read the case study, then answer the questions that follow.

Case study

Jeb works at the head office of a national company. Jeb’s job is to answer the phone and deal with any emergencies as they arise. Jeb’s other responsibilities are to collect the daily newspapers and financial papers for the firm and compile and distribute meeting agendas for daily meetings. He must also provide files from the centralised paper filing system upon request. As well as this, he has to compile the daily sales figures from each state and send them to the national sales manager.

1. What type of information is Jeb collecting every day?

2. How should he deal with each type of information?

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Printers

A printer takes electronic information and turns it into paper- based information. There are several reasons you might need to do this. One is to create a hard-copy backup of the electronic information you have received. Another is to make reading a large file more manageable. It is often difficult to read files with lots of information on a computer screen. Printers vary in type and usage. Some can print on many types of paper or other media such as transparencies or card. They can print in colour or black and white. Some can print large posters, maps and engineering or construction drawings referred to as blueprints. Learn the various functions of your printer so you can reproduce the information you have collected in an appropriate format.

Filing systems

Paper-based and electronic filing systems include registers, out cards, databases and passing slips. Be familiar with the way the systems are set up and how to access and retrieve information. It is important to follow the correct procedures.

Telephones

The telephone is a useful tool for receiving and sending information quickly, and for leaving messages. Telephones allow people to be contacted in and out of the office, at any time of the working day. Replies can be immediate, which is essential if you have a tight deadline.

Voicemail

Voicemail is useful if the person you want to speak to is unavailable or if you are busy when someone calls you. An answering service takes messages on behalf of the person you are trying to contact and passes your message on to them. A message bank is a type of answering machine. Make sure you record times when you have tried to contact someone and left a message for them. You will need to follow it up if they don’t return your message.

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Topic 1 Collect workplace information

Summary

1. Workplaces rely on the exchange of information to carry out their daily business. Dealing effectively with information and records is a necessary and important task for all employees.

2. Common types of workplace information include messages, correspondence, computer files, sales records, product information, forms, computer databases, accounts records, personnel records, minutes of meetings, library collections, promotional material and printed products.

3. Information sources may include colleagues, computer networks, individual computers, electronic archives, electronic storage, paper filing systems, newspapers, magazines and journals.

4. You need to know where information is stored and how it is organised so you can collect it and pass it on promptly to the relevant people.

5. When collecting information, you need to understand what you have to collect, who the information is for and when the information is needed. The information must be relevant, current and appropriate.

6. Understand and follow relevant legislation and your organisation’s policies and procedures for collecting information. For example, be familiar with the Privacy Act 1988 (Cth). This Act safeguards people’s privacy by restricting access to personal information.

7. You will be more efficient in the way you handle information if you plan how to meet your deadlines, record and prioritise your tasks, keep track of information and monitor your progress.

8. It is crucial to maintain security and confidentiality at all times when dealing with information.

9. To process information quickly and efficiently, you need to know how to use the business equipment and technology in your workplace.

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This learning checkpoint allows you to review your skills and knowledge in collecting workplace information.

Part A 1. List the organisational policies and procedures you need to follow when

collecting information.

2. Describe how you use business equipment and technology to obtain information effectively.

Learning checkpoint 1 Collect workplace information

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In order to process the information you have collected, you need to know who needs it and in what format it is required. For example, a colleague may be satisfied with a photocopy of the information, while your supervisor may want the information to be word-processed, printed, photocopied and organised into a bound report with multiple copies. You need to clarify the requirements and then work out how you will process the information.

You also need to be familiar with the policies and procedures you have to follow. Always ask for help if you have trouble using any equipment or if you don’t understand what you have to do. For example, you might know where to collect incoming faxes but be unsure of how to forward them to interstate branches.

Process information Knowing how each item of equipment and technology is used will help you process information efficiently. Therefore, you need to be familiar with the different types of equipment and use the most appropriate form of technology to process the information you have collected. This will depend on: • the type and amount of information you have to collect • the person who has asked for it • how soon it needs to get to the person.

2A Use business equipment and technology to process information

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Topic 2 Process workplace information

Use your computer You may need to use your computer to process invoices, record incoming journals on a library database, word process meeting minutes for distribution, update customer records, process order forms, record sales data or prepare correspondence.

A lot of the information you receive may have to be word processed or reformatted. Find out the kind of format that is required. Does the report need the organisation’s logo on the cover page? Should you write a formal or informal memo? What sort of graphs should you use? How you process the information depends on what the person who has requested it wants and your organisation’s policies and procedures.

Below are some steps to follow when entering and retrieving information from an electronic filing system.

Information entry

• Confirm the information you are to enter.

• Access the correct file or database using the index.

• Key in the information required. • Check the information is correct.

Information retrieval

• Confirm the information you are seeking, who it is for and when they need it.

• Identify if there is any authorisation needed for access.

• Access the correct file using the index or use a search engine for the internet.

• Check the date of the information to ensure it is current or the correct date if it is an archived file.

• Print out relevant information.

Handle email If you collect email messages, you should already know how to use your email software. To process email messages, you need to find out how the organisation expects you to sort, forward and file emails.

Examples of email handling procedures include: • forwarding all messages from customers to a supervisor • printing out some messages and not others • filing messages relating to a particular project in a separate place • seeking permission to delete a message.

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Dispatch information Dispatching information means sending or delivering it. Much of the information you gather will be used inside the workplace and delivered to various departments, areas or people. However, you could also be asked to collect and process information to deliver to people outside your organisation.

Make sure you are clear about the method of delivery required when the information is requested. For example, if the information is confidential you may need to send it by registered mail. If it is urgent, you may need to use a courier service.

Methods of mail delivery include: • internal mail • hand-delivery • postal service • courier service • placing document in an in-tray • fax transmission • telephone • email.

Example: method of delivery Karl is an administrative assistant for a building contractor. An inner-city client urgently needs a copy of their contract. The company’s legal officers have just finalised it, so Karl’s supervisor asks him to make a copy, label it and file it in the appropriate folder. Then he needs to organise a courier to deliver it to the client. Karl knows there are different levels of courier service, so he asks for the urgent service, which guarantees delivery in the central business district within 20 minutes.

Follow requirements You should keep notes on the procedures for handling different types of information in your workplace. Keep the notes together in a place that you can easily refer to when you need to remind yourself about particular requirements. Become familiar with how to handle each type of information, how to file it, who to advise and where

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Topic 3 Maintain information systems

… continued

Filing cabinets

Separate filing cabinets may be kept in the centralised filing area or in another location, even off-site. Files stored here are stamped or marked to indicate they are inactive. The central index or system for recording the location of all files is usually changed to indicate the inactive status of the information. If required, the information can be retrieved from the inactive or archived filing cabinets.

Computer-based records

Computer-based records are the most popular method for storing inactive information as more and more information is in electronic form and electronic storage takes up a lot less physical space. Documents that were not created on a computer and are therefore not already in digital format can be scanned into a computer. The main problem with storing digital information is that the format for storage may become obsolete. For example, any information stored on old 3½ inch floppy disks, or the even older 5¼-inch version, is very difficult to retrieve. Computer manufacturers and programmers no longer support these formats. For this reason, the contents of digital archives may need to be re-archived in a newer format to avoid losing historical information.

Electronic storage devices

Electronic storage devices, such as DVDs, removable hard drives and other electronic devices, can store information in the same way as paper-based systems. It is important that the information contained on electronic storage devices is accurately indexed. Indexing describes or identifies the contents of a record or document and ensures easy access to the information.

continued …

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• an organisation or individual has changed their name, and your organisation still uses the service (for example, old records from Telecom might need to be re-filed under Telstra).

Cross-referencing involves filling out one or more cross-reference cards or sheets to be filed in the alternative location. Alternatively, you could photocopy the document and file it in both locations.

When you file copies of the same document in different locations, it is important that the documents are clearly marked ‘copy’ and ‘original’.

Example: cross reference card

Riverside Resort (formerly known as Mighty Murray Motor Inn)

See:

Northern Victoria

See also:

Four-star accommodation

Description:

Brochure and price list as at 1 July 2014

Use systems to find information Reference and index systems are the keys to finding information in the workplace. Everyone relies on the file index (or other index system) to list all the files in the system. When they find a file listed in the index, they should be confident that they can also find the corresponding file in the filing system. An inaccurate, out-of-date index is of no use to anyone. When files are removed, deleted, added and modified in the filing system, their listing in the index must also be changed.

From time to time you may need to: • update the file index (for example, when files have changed names or codes to

reflect the status of the files currently held in the filing system) • add new files to the file index • delete removed files.

There may be specific guidelines for updating the reference and index systems. You might need to update them every week, once a month or every time a file is changed, added or removed. You need to know the procedures you are expected to follow.

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Final assessment overview

To demonstrate your competency using this final assessment you must successfully complete three assessment tasks.

Complete the following task

• Part A – Questioning You will demonstrate a sound knowledge of the unit requirements in your responses.

Select and complete one of the following

• Part B – Project: Processing and maintaining information at BizOps Enterprises

You will demonstrate your skills and knowledge by completing a scenario-based project. OR

• Part C – Project: Processing and maintaining information at work

You will demonstrate your skills and knowledge by completing a project in your workplace.

Select and complete one of the following

• Part D – Observation Your work performance will be documented while being observed by an assessor. OR

• Part E – Third-party report Your work performance will be documented using a third-party report completed by a relevant supervisor.

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Final assessment tasks

Part A – Questioning

Purpose You will demonstrate a sound knowledge of the unit requirements in your responses.

Instructions to the candidate

All questions must be answered satisfactorily for Part A to be completed satisfactorily. There is no restriction on the length of the question responses, or time restriction in completing the assessment. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed.

Resources required The question responses section is the only resource required for this questioning assessment to be completed.

Assessment conditions Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the knowledge management – information management field of work and include access to:

• office equipment and resources • examples of workplace information systems

Assessors must satisfy NVR/AQTF assessor requirements.

Reasonable adjustment If you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor.

Candidate to complete

Candidate name:

Date of assessment:

Assessment declaration:

I declare that no part of this assessment has been copied from another person’s work, except where clearly noted on documents or work submitted.

I declare that no part of this assessment has been written for me by another person. I understand that plagiarism is a serious offence that may lead to disciplinary action by my training organisation.

Candidate signature:

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Final assessment BSBINM201 Process and maintain workplace information

Question 1: Describe two pieces of current legislation that affect how you process and maintain workplace information.

Answer:

Marking: Satisfactory Unsatisfactory

Question 2: Describe the importance of ethical principles and codes of practice when processing and maintaining workplace information.

Answer:

Marking: Satisfactory Unsatisfactory

Question 3: Describe two organisational policies you must follow to correctly collect and process workplace information.

Answer:

Marking: Satisfactory Unsatisfactory

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Part B – Project: Processing and maintaining information at BizOps Enterprises

Purpose You will demonstrate your skills and knowledge by completing a scenario-based project.

Task overview and context

You receive an email from Gina Harris, Human Resources Manager. Subject: Today’s tasks

Hello, In your role as my administrative assistant at BizOps Enterprises, there are a number of tasks that I need you to do while I am out of the office today. I have documented these tasks in the ‘Instructions to the candidate’ section that follows. There are two documents that you will need to complete these tasks. You will find these documents below. The first is your list of duties for the week and the second is a copy of an email with details of a complaint that I received from a customer. You will also need to access BizOps policies, procedures and a customer complaint form. Thanks, Gina Harris Human Resources Manager

Memo from Gina: List of duties for this week

Hi, Here are the priorities for this week:

• Urgent: Find the latest information on salary scales as I need them to write a new position description.

• Ensure all submitted job applications for the current sales assistant job are collated and filed. Put the file in my in-tray.

• Archive the exit interviews from the two staff who have recently left the organisation. Update the file index after removing these files.

• Prepare a list of the new staff members who started in the last month and have not yet completed their induction training.

• Prepare an electronic and corresponding paper-based file for the Health Month program, which is starting in two weeks. Update the file register to include this new file. Call it ‘health month 201508’.

• Collect the completed staff health surveys from all managers.

• Check emails regularly for customer requests. Regards, Gina

… continued

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Assessor to complete

The project meets the following requirements: Sa tis

fa ct

or y

Un sa

tis fa

ct or

y

P1 Information was relevant to organisational needs and collected in a timely manner

P2 Workplace information was collected and processed appropriately

P3 Textual information was recognised and interpreted to ensure tasks were completed according to organisational requirements

P4 Organisational requirements relating to security and confidentiality in handling information were applied

P5 Simple and routine content was recorded using an established format to organise information

P6 Inactive or dead files were identified, removed or relocated in accordance with organisational requirements

Feedback: All project criteria must be satisfactorily demonstrated by the candidate.

The project assessment has been confirmed:

‰ Satisfactory ‰ Unsatisfactory Please include recommendations for future training in cases where the candidate has not satisfactorily achieved all criteria:

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Record of outcome

Training organisation name:

Learner name:

Unit code and title: BSBINM201 Process and maintain workplace information, Release 1

Assessor name:

Assessor email:

Assessor phone number:

Assessment tasks: Satisfactorily completed

Part A – Questioning

Part B – Project: Processing and maintaining information at BizOps Enterprises OR

Part C – Project: Processing and maintaining information at work

Part D – Observation OR

Part E – Third-party report

Declaration: In completing this assessment, I confirm that the candidate has demonstrated all unit outcomes through consistent and repeated application of skills and knowledge with competent performance demonstrated in multiple instances over a period of time.

Evidence collected has been confirmed as:

Valid

Current

Sufficient

Authentic

Final result:

Result date:

Assessor signature: