Elements and Performance Criteria

Company requirements may include
access and equity policy, principles and practice
business and performance plans
client communication procedures
client confidentiality procedures
client service standards
communication channels and reporting procedures
company goals, objectives, plans, systems and processes
company issued identification badge/card/pass
company policy and procedures
company service standards
defined resource parameters
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
maintenance procedures for equipment and PPE
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
OHS policies and procedures
personnel practices and guidelines
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
records and information systems and processes
rights and responsibilities of employees and employers
training (induction, refresher and new skills) materials
use of contractors
work site access security clearance procedures.

Development opportunities may include
career pathways
in-house training programs
job rotation
mentoring opportunities
New Apprenticeships.

Interpersonal skills and communication techniques may include
active listening to clarify and confirm understanding
constructive feedback
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
demonstrating flexibility and a willingness to negotiate
language - verbal or non-verbal
language - accurate, articulate and concise
presentation of options and consequences
reflection and summarising
seeking feedback to confirm understanding of needs
summarising and paraphrasing to check understanding
use of effective presentation aids (audiovisual slides, diagrams, photos, pictures)
use of positive, confident and cooperative language
using appropriate body language.

Legislative requirements may include
Australian Standards, quality assurance and certification requirements
award and enterprise agreements
codes of practice
national industry standards
relevant Commonwealth/state/territory legislation and local government regulations that affect company operation:
anti-discrimination and diversity
availability of chemical registers/manifests
chemical controls
consumer protection
environmental protection issues
equal employment opportunity
freedom of information
industrial equipment certificates of competency or licences
industrial relations
OHS Acts and regulations
privacy
trade practices
workplace consultative arrangements.

Occupational health and safety* (OHS) requirements may relate to
allergic reactions (contact dermatitis, etc)
communication devices for remote and isolated locations e.g. mobile phone, two-way radio, etc
dermatoxicological control and prevention measures
hazard identification and risk assessment mechanisms
hazard reporting
health surveillance and monitoring (including blood testing)
hierarchy of hazard control procedures
injury, dangerous occurrence and incident reporting requirements
keeping access ways clear from obstruction
maintaining clear access ways
maintenance procedures for equipment and PPE
national industry standards/codes of practice
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
protection from hazardous substances, noise and dust
protection of people in the workplace
routes of entry and potential symptoms of exposure from chemicals
safety training (induction and refresher)
ultraviolet light
up-to-date electrical test and tag compliance
use of chemicals in accordance with labels
use, storage and maintenance of equipment in accordance with manufacturers' specifications and equipment operating manuals
use, storage and maintenance of personal protective equipment and clothing.
* Also known as occupational safety and health or workplace health and safety

Organisational goals may include
budgetary and profit targets
client service standards
company service standards.

Rights and responsibilities of employees may relate to
confidentiality and privacy rights
duty of care
knowing the appropriate personnel for reporting purposes
knowing the location of manuals and/or related documents
knowing the terms and conditions of own employment
knowing the workplace procedures
protection from discrimination and sexual harassment.

Rights and responsibilities of employers may relate to
duty of care
providing a safe environment free from discrimination and sexual harassment (see relevant state and Commonwealth anti-discrimination legislation)
providing a safe workplace in accordance with OHS legislation, codes of practice, regulations and standards
providing information and training in work tasks, OHS and other employment related matters
the right to dismiss you if you (see the Commonwealth
are negligent, careless or cause an accident
commit a criminal offence
commit acts of disloyalty such as revealing confidential information
use abusive language.

Work order information may include
access to work site and egress points
completion times/dates
insufficient people to complete the work task(s)
job requirements and tasks
legislative requirements and local government
OHS requirements and emergency response procedures
resource requirements - equipment and chemicals
specific client requirements e.g. relationships with other activities, dress and presentation requirements
use of signage and barriers
work schedules
working in isolated and remote locations
work site contact person(s).

Work restrictions may include
amount of cleaning anticipated
client activity
employee(s) level of literacy and/or communication skills
faulty or inappropriate equipment
site hazards
skills of the work unit/team
staffing resources
time limitations.

Critical aspects of competency
Effective communication on a one-to-one basis and to a small group.
Demonstrating leadership and team building in the workplace.
Encouraging the support and development of team members in the workplace.
Compliance with company and legislative requirements.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Knowledge of organisational procedures appropriate to own role, responsibility and delegation requirements.
Knowledge of principles of teamwork.
Communication and negotiation techniques.
Quality assurance procedures.
Relevant industrial awards and other industrial agreements.
Awareness of applicable legislation, regulations, codes of practice and industry advisory standards.
Company management structure and reporting procedures.
Company procedures and practices.
Emergency response and evacuation procedures.
Injury, dangerous occurrence and incident reporting.
Knowledge of biological and viral control procedures.
OHS legislation and procedures.
Routes of entry and potential symptoms of exposure from chemicals.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These are:

applying effective interpersonal skills
communicating clearly and concisely using written and verbal modes
planning
problem solving
requesting advice or further information
seeking and receiving feedback
working as part of a team
displaying team leadership
sourcing, organising and recording information
customer service.

Resources required to assess this unit

The following resources should be available:

work order and client specifications
access to relevant information and work sites
work order instructions, work plans and schedules and policy documents
assessment instruments, including personal planner and assessment record book.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor.
The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through practical demonstration in the work environment. A further option for off-the-job assessment may be by way of a work-related project supplemented by supervisor reports.

Communicating ideas and information
Communicate to team members, safe work practices in line with OHS and company policies. (2)

Collecting analysing and organising information
Collect and analyse information to provide support and assistance for team members. (2)

Planning and organising activities
Plan and prioritise work tasks to meet company and client requirements in an efficient and effective manner. (2)

Working with others and in teams
Monitor and support individual or group contributions and provide constructive feedback for integration into routine tasks. (2)

Using mathematical ideas and techniques
Calculate return of investment of providing coaching/mentoring in the workplace. (2)

Solving problems
Communicate with management and client to gain information to solve problems. (2)

Using technology
Record data for future use for individuals and the work team. (2)