SITXCCS301
Provide lost and found
services
Housekeeping
 Emergency procedures
 Mobiles, security issues
 Break times/smoking policy
 This course is “interactive” – ask questions
 Respect, confidentiality, practice
 Ground rules
– NO FOOD OR DRINK IN CLASS
– EAT ON LEVEL 6
 Check assessment due dates
Objectives
 Discover how to determine and record details of lost
and found items
 Know how to assist customers with lost and claimed
items
 Learn how to complete lost and found documents
 Gain essential skills and knowledge required for this
unit
Determine and record details of lost
and found items
1.1 Obtain and verify
descriptions and
relevant details of lost
or found items with
customers
Obtain and verify descriptions of
items
Information you will need to gather includes:
 Dates, times and location of loss
 Where items have been found, dates and times
 Description of item
 Customer contact details.
Using active listening and questioning
techniques
 Active listening involves listening
to the customer and
summarising what they have
said to ensure that you have
understood correctly.
 Questioning techniques are used
to get a successful response e.g.
closed questions, open
questions and probing
questions.
Review all topics covered
Determine and record details of lost
and found items
1.2 Tag found items
and place in a
designated location
1.3 Use the lost and
found register to
record details of lost
and found items
Designated locations
Your organisation will have a designated location for
found items to keep them safe.
Designated locations could be:
 Locked cupboard
 Locked storage room
 Safe facilities.
Record details in lost and found
register
The next task is to record the details of the lost or
found item in the lost and found register. This may be in
the form of a book, folder or computer file.
 Dates, times and location of loss
 Where items have been found
 Description of item
 Customer contact details.
Review all topics covered
Assist customers with lost and
claimed items
2.1 Conduct all
communication in a
professional, courteous
and sensitive manner
Communicating with customers
 Remain polite and determine the
details of the item(s) in question.
 Some customers will be in a panic
about important items that they
have lost e.g. car or house keys,
bank cards or wallets.
 You should reassure the customer
and make it clear that you will do
everything you can to find the
item.
Review all topics covered
Assist customers with lost and
claimed items
2.2 Provide customers
with details of
organisational
procedures and
obligations for lost and
found items
Provide details of organisational
procedures
 Where to hand lost and found
property in
 Proof of ID, a description of the item
lost and a signature to confirm
collection.
 What to do if items are not collected
 Suspicious items and how they are
dealt with.
Review all topics covered
Assist customers with lost and
claimed items
2.3 Investigate and
trace lost items
2.4 Investigate
ownership of found
items
Tracing lost items
 Phoning different departments
 Searching for it yourself (this means
going to the place(s) where the
customer may have left it and
taking a look).
 Sending messages or notices to staff
or customers that may have
information on the lost item, for
example, asking customers over
megaphone for information.
Investigating found items
 You should investigate the ownership
immediately as the owner of the item may
still be in the vicinity.
 A good way to do this is through verbal
communication over a microphone or
megaphone.
 If nobody comes to collect an item you
could use other means e.g. phoning
different departments, sending emails to
staff and customers if you can.
Review all topics covered
Assist customers with lost and
claimed items
2.5 Assist customers
with lost and claimed
items
2.6 Obtain claimant
signature for collection
of items
Verify claimant identity
Ask for information such as:
 Where they lost the item?
 When they lost the item?
 A brief description of the item and
any distinguishing features.
 You would then need to check this
information against the record of the
item.
Obtaining a signature
 You may also have to note down the claimant’s
address for your records and obtain a signature for
the collection and receipt of items.
 This acts as protection in case something goes wrong
e.g. an act of fraud.
Review all topics covered
Complete lost and found documents
3.1 Update the lost
and found register to
reflect investigation
and collection of lost
items
3.2 Complete lost and
found reports
according to
organisational
procedures
Update the lost and found register
 The lost and found register may be in the form of a
book, folder or computer file.
 You should locate it and update it to reflect the
investigation and collection of lost items e.g. Item
208 collected 14/11/2014 at 10am.
Lost and found reports
Depending on your organisational procedures, you
may also need to complete lost and found reports; for
example:
 Daily or weekly reports
 Logs, journals
 Verbal reports
 Manual and computer reports
 Written reports.
Review all topics covered
Complete lost and found documents
3.3 Recommend
improvements to lost
and found procedures
Making the procedures clearer
 Is the content thorough?
 Are the steps involved in
chronological order?
 Could they be made clearer with
pictograms?
 Is the content up-to-date and
relevant?
Improving the process
 What are the issues or problems that you have
encountered?
 Are there any trends to problems?
 What are the causes of these problems?
 Brainstorm for solutions or ask customers for
feedback.
Review all topics covered
Review all topics covered for the
unit
Check with your assessor for assessment due dates
Complete all tasks as instructed
Submit to assessor on the last Thursday
of the study period
Summary and Feedback
 Did we meet our objectives?
 How did you find this session?
 Any questions?
 Submit on time – late fees may apply
Congratulations!
You have now finished the unit…
‘Provide lost and found services’