Elements and Performance Criteria

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 may be full-time, part-time or casual and vary in terms of staff training and in staffing levels. Staff may 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
Staff may work in teams or groups of varying size and structure
Activities may include normal or routine work requirements or non-routine work requirements

Legislative Requirements may include legislation or regulations in relation to OH&S, 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
Communication may include face-to-face, telephone, written or electronic means

Enterprise policies and procedures relating to organisational structure, work roles and responsibilities, career paths, work standards, dress and grooming standards, work objectives and performance requirements

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

Underpinning knowledge
General knowledge of enterprise work procedures
General knowledge of group dynamics and the impact of working effectively with others on individual and group performance
General knowledge of enterprise work systems, equipment, management and facility operating systems

Operational knowledge of enterprise policies and procedures and legislative requirements in regard to:

workplace ethics
work availability or non-attendance
staff rosters
dress and grooming
discriminatory behaviour
harassment
equal opportunity
staff counselling and disciplinary procedures
Operational knowledge of industry awards or enterprise/ workplace agreements

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Collect, organise and understand information to follow routine procedures and directions
(Level 1)

Communicate ideas and information
Communicate ideas and information to plain English literacy and communication skills in relation to reading and understanding workplace documents
(Level 1)

Plan and organise activities
Plan and organise activities to carry out routine tasks with limited supervision
(Level 1)

Work with others and in a team
Work with others and in a team by informing supervisor of issues which will affect timeframes and goals
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to estimate requirements of tasks
(Level 1)

Solve problems
Establish diagnostic processes which use basic analytical, problem-solving, negotiation and conflict management skills in relation to working with others
(Level 1)

Use technology
Use workplace technology related to documenting work progress on computers/information systems
(Level 1)

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

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

Specific resource requirements for this unit

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