Application
This unit describes the performance outcomes, skills and knowledge required to provide service to customers who have lost or found items. It requires the ability to determine and record details of items, investigate lost items, assist claimants and complete documentation.
The unit applies to frontline operations personnel working in a range of tourism, travel, hospitality and entertainment and cultural contexts.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Determine and record details of lost or found item. | 1.1.Obtain and verify descriptions and relevant details of lost or found item. 1.2.Tag found item and place in designated location. 1.3.Use lost and found register to record details of item. |
2. Assist customer with lost or claimed item. | 2.1.Conduct all communication with property owner in a professional manner. 2.2.Provide details of organisational procedures and obligations for lost or found item. 2.3.Investigate and trace lost item. 2.4.Investigate and confirm ownership of found item. 2.5.Verify claimant identification before release of found item. 2.6.Obtain claimant signature for collection of claimed item. |
3. Complete end of shift duties. | 3.1.Update lost and found register to reflect investigation and collection of items. 3.2.Complete lost and found reports according to organisational procedures. 3.3.Recommend improvements to lost and found procedures as required. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
provide efficient and courteous lost and found service on at least three different occasions, using appropriate communication skills to determine required details of lost or found items
record clear details of above lost or found items and prepare simple reports according to organisational procedures on each of the above service occasions
complete investigation of above lost or found items within timeframes determined by the property owner or organisation.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
for lost and found items:
organisational procedures for providing services
methods to succinctly and clearly record details
for lost items:
methods to trace items and determine ownership
for found items:
methods to locate items and determine ownership
typical storage facilities for items
security requirements for storage
formats for lost and found registers and reports, and required content of entries.
Assessment Conditions
Skills must be demonstrated in an operational environment where lost and found services are provided. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
secure storage facilities for found items
current commercial lost and found registers, procedures and reporting documents
property owners with whom the individual can interact regarding lost and found items; these can be:
customers in an industry workplace during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret organisational lost and found procedures, details in the lost and found register, and claimant identification documents. |
Writing skills to: | record clear and succinct descriptions of lost and found items in the register write simple reports. |
Oral communication skills to: | determine details of lost items using active listening and questioning techniques discuss details of lost items in a professional manner. |
Range Statement
Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Range is restricted to essential operating conditions and any other variables essential to the work environment. | |
Details of lost or found item must include: | date, time and location of loss date, time and location of find description of lost or found item owner contact details. |
Lost and found reports must include: | daily or weekly reports logs or journals verbal or written reports hard copy or electronic reports. |
Sectors
Cross-Sector
Competency Field
Client and Customer Service