Unit Title

ZA1

/

Receive, transmit, store and retrieve information

Summary

This unit describes standards for receiving, transmitting, storing and retrieving information. This unit covers information both within an agency and between a number of agencies. The worker is expected to receive and transmit information by face to face, written, electronic and telephonic means and maintain, store and retrieve records as and when required. The unit covers both electronic and manual recording systems and relates to records of individuals, suppliers and the agency.

There are two elements:

ZA1.1 / Receive and transmit information
ZA1.2 / Store and retrieve records

Target Group

This unit is designed for any worker who has the receipt, transmission, storage and retrieval of information as one part of their overall work role.

This unit has been developed by Skills for Justice.

Skills for Justice / Page 1
National Occupational Standards for Community Safety & Crime Reduction / Final version approved November 2006

Element

ZA1.1 / Receive and transmit information

Performance Criteria

To meet the standard, you

1 / record information received accurately and consistent with agency policy
2 / take messages accurately and pass them on clearly to the correct person by an appropriate method
3 / transmit messages at a time and using a method consistent with their urgency
4 / transmit information accurately and completely in the required form consistent with legal and agency requirements
5 / provide information required by others by the agreed time and using means appropriate to the situation
6 / take appropriate measures to safeguard the confidentiality of information which is received or transmitted
7 / take the appropriate action when there are any difficulties in the receipt or transmission of information

Range

1 / Information
a / using the worker’s first language
b / on paper
c / electronically
2 / Appropriate action
a / action to resolve the problem
b / seek help from another person more able to deal with it

Explanatory Notes

In performance criterion 5, ‘using means appropriate to the situation’ might include: using written notes, signalling the person to leave the situation, using an agreed code or message i.e. whatever is the best method given the situation in which the person who is receiving the information is at the time they need the information.

In Range 1, ‘using the worker’s first language’ means using the oral, signed or technological language which is the worker’s primary means of communication. Paper-based receipt and transmission includes those which are in writing, diagrams or pictures; electronic transmission includes faxes, computer disks, CDs and networks, E-mail.

Element

ZA1.2 / Store and retrieve records

Performance Criteria

To meet the standard, you

1 / identify the correct records in relation to their intended purpose
2 / keep accurate, legible and complete information on records which are to be transferred to another location
3 / make legible, accurate and complete entries in records
4 / send items for despatch on time to the correct location
5 / store confidential records when they are not in use in a safe location in accordance with agency policy
6 / file records correctly after use
7 / report any problems with maintaining, storing or retrieving records to the appropriate person with minimum delay

Range

1 / Records relating to
a / people
b / the agency
2 / Entries
a / electronic
b / manual
Skills for Justice / Page 1
National Occupational Standards for Community Safety & Crime Reduction / Final version approved November 2006

Unit

ZA1

/

Receive, transmit, store and retrieve information

Knowledge and Understanding

To meet the standard, you need to know and understand

Legislation, policy and good practice

1 / the legal framework in which access to, and transmission of, information is set
2 / the worker’s responsibility under relevant legislation and agency policy (such as the Data Protection Act and the Access to Health Records Act)
3 / why records which are confidential should be marked to indicate this
4 / why information received should be accurately recorded
5 / why it is important to file records again correctly after use
6 / why it may be necessary to confirm the provision of information to others in different circumstances
7 / why it is important to take messages accurately and the potential effects of not so doing

Services and products

8 / the information which is required and the timescale that is necessary for its provision
9 / the different purposes for which information may be required and the degree of detail necessary for these different purposes

Factors which influence what workers do

10 / the sensitive nature of the information which the worker might have to deal with and how this can best be managed
11 / the extent to which messages may differ in importance
12 / the particular aspects which have to be taken into account regarding how information is transmitted
13 / the sort of problems which may arise during the maintenance, storage and retrieval of records and the reasons for reporting these without delay

How to achieve important outcomes

14 / how to assess the information needs of others
15 / methods of modifying communication appropriate to the individual concerned
16 / effective ways of maintaining confidentiality in any situation
17 / the different methods of obtaining information and those which are appropriate to different circumstances and/or different information
18 / ways of refusing to provide information whilst remaining polite and helpful
Skills for Justice / Page 1
National Occupational Standards for Community Safety & Crime Reduction / Final version approved November 2006