Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Work goals and objectivesmay include:
budgetary targets
production targets
reporting deadlines
sales targets
team and individual learning goals
team participation.
KPIsmay include:
key performance indicators on customer satisfaction
key performance indicators on customer effort
monitoring time taken to answer calls
operating within reporting protocols
score tools such as net promoter
understanding metrics.
Organisational requirementsmay include:
access and equity principles and practice
business and performance plans
defined resource parameters
ethical standards
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
quality assurance and/or procedures manuals.
Factors affecting the achievement of work objectivesmay include:
budget constraints
competing work demands
environmental factors such as time, weather
resource and materials availability
technology/equipment breakdowns
unforeseen incidents
workplace hazards, risks and controls.
Business technologymay include:
computer applications
computers
email
facsimile machines
internet/extranet/intranet
modems
personal schedulers
photocopiers
printers
scanners.
Feedback on performancemay include:
formal/informal performance appraisals
obtaining feedback from clients
obtaining feedback from supervisors and colleagues
personal, reflective behaviour strategies
routine organisational methods for monitoring service delivery.
Products and servicesmay include:
either products or services
goods
ideas
infrastructure
private or public sets of benefits.
Signs of stressmay include:
absence from work
alcohol or other substance abuse
conflict
poor work performance.
Personal wellbeingmay include:
cultural
emotional
social
spiritual.
Sources of stressmay include:
complex tasks
cultural issues
work and family conflict
workloads.
Supports and resolution strategiesmay include:
awareness raising
counselling
employee assistance programs (EAP)
family support
group activities
job design
mediation
sharing load
time off
training.
Professional development opportunitiesmay include:
career planning/development
coaching, mentoring and/or supervision
formal/informal learning programs
internal/external training provision
performance appraisals
personal study
quality assurance assessments and recommendations
recognition of current competence/skills recognition
work experience/exchange/opportunities
workplace skills assessment.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
preparing work plans
scheduling and prioritising work objectives and tasks
knowledge of the principles and techniques of goal setting, measuring performance, time management and personal assessment.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of work schedules and performance improvement plans.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
review of selfassessment documentation outlining learning and development needs
analysis of responses to case studies and scenarios
demonstration of techniques
oral or written questioning to assess knowledge of methods to identify and prioritise personal learning needs
evaluation of planning for personal skill development activities and professional development opportunities.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.