Making Records and Information Available to Customers Training

Learning Outcomes

• Apply organisational policies and procedures to locate and retrieve requested records or information accurately.
• Analyse customer requests to determine the appropriate records or information required and the format for delivery.
• Evaluate the confidentiality, security, and legislative requirements when releasing records or information to customers.
• Implement processes to document and track requests for records and information to ensure accountability and traceability.
• Demonstrate effective communication skills to confirm customer needs and provide clear, accurate information.
• Design a simple workflow for responding to routine and complex requests for records and information.

Target Audience

This course is designed for frontline staff, records clerks, customer service representatives, and administrative personnel who are responsible for making records or information available to internal or external customers.

Prerequisites

None — open enrollment

Course Outline

Practicals

Overview

Practical sessions allow learners to apply classification, indexing, retrieval, and customer communication skills in simulated work environments. These hands-on exercises reinforce theoretical knowledge and build confidence in handling real records access scenarios.

Practical Activities

• Classifying and Indexing Physical Records — Learners classify a set of sample documents using a functional classification scheme, then index them using alphabetic and numeric methods. (4h)
• Electronic Records Retrieval Exercise — Using a simulated database, learners execute search queries to retrieve records based on customer requests, then log retrieval details. (4h)
• Customer Request Role-Play — Learners role-play as records officers handling customer requests, including difficult scenarios involving restricted records or complaints. (3h)
• Compliance Check and Reporting — Learners review a set of records access logs and identify potential compliance issues, then produce a brief audit report. (4h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.