Elements and Performance Criteria

RANGE STATEMENT
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.
Business types
Enterprise may vary in size, type and location, the range of work activities conducted, hours of operation and the number and type of staff
Staff
Staff may:
be full-time, part-time or casual and vary in terms of staff training and in staffing levels
be operating in routine or busy trading and may include persons from a range of social, cultural or ethnic backgrounds and physical and mental abilities
work in teams or groups of varying size and structure
Staff activities
Activities may include:
normal or routine work requirements or non-routine work requirements
Communication
Communication may include:
face to face, telephone, written or electronic means
Legislative requirements
Legislative requirements may include:
legislation or regulations in relation to WHS, equal opportunity, anti-discrimination, consumer law, trade practices and fair trading, industrial relations, and industry codes of practice
awards/agreements may include state/territory and federal industry awards and enterprise or workplace agreements
Policies and procedures
Enterprise policies and procedures may relate to:
organisational structure, work roles and responsibilities, career paths, work standards, dress and grooming standards, work objectives and performance requirements

EVIDENCE GUIDE
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
It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:
organising and accepting responsibility for own workload
following the designated work plan for the job
contributing to collective planning, cooperative work and effective outcomes
cooperating with others to complete work-oriented activities
participating in identifying and meeting own development needs
consistently applying enterprise and/or industry standards of dress and grooming
consistently and responsibly applying enterprise policies and procedures in regard to workplace ethics, including interpretation of staff rosters, notification of availability for work and allocated duties/job description
consistently applying enterprise policies and procedures and legislative requirements regarding non-discriminatory language and attitudes
knowing own rights and responsibilities regarding awards/enterprise agreements.
Context of and specific resources for assessment
This unit may be assessed in conjunction with other units that form part of the job role or function.
Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment.
Evidence is best gathered using the products, processes and procedures of the individual workplace as the means by which the candidate achieves industry competencies.
The following should be made available:
a workplace or simulated workplace
documentation, such as enterprise or sample policies and procedures manuals related to ethics, employee and employer rights and responsibilities, dress and grooming, discrimination, job descriptions and organisation charts
legislation, such as equal employment opportunity, equal opportunity and anti-discrimination
enterprise or sample awards and/or enterprise/ workplace agreements
a qualified workplace assessor.
Method of assessment
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other persons, subject to agreed authentication arrangements.