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.
Client records may include:
contact details
customer files and databases
details of previous quotations
details of previous service provision
contractors used and their details.
Company requirements may include:
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 badges, cards or passes
company policies and procedures, including:
access and equity policy, principles and practice
OHS policies and procedures, including control procedures
maintenance procedures for equipment and PPE
those relating to own role, responsibility and delegation
work site access security clearance procedures
company service standards
dress and presentation requirements
duty of care, code of conduct, and code of ethics
emergency response and evacuation procedures
employer and employee rights and responsibilities
environmental protection procedures
personnel practices and guidelines
quality and continuous improvement processes and standards
records and information systems and processes
training materials (induction, refresher and new skills)
use of contractors.
Conditions and limitations of quotations may include:
dates of quotations
general conditions and rules
inclusions and exclusions
life and expiry dates of quotations
payment details
rise and fall of costs.
Legislative requirements may include:
Australian standards, quality assurance and certification requirements
award and enterprise agreements
industry advisory standards and codes, such as:
building codes
dangerous goods codes
relevant commonwealth, state and territory legislation and local government regulations affecting company operation, including:
anti-discrimination and diversity policies
chemical controls
chemical registers and manifests
consumer protection
energy conservation
environmental protection
equal employment opportunity
freedom of information
industrial equipment certificates of competency or licences
industrial relations
OHS Acts and regulations
privacy
public health
trade practices
water conservation
workplace consultative arrangements.
Appropriate persons may include:
managers
self
supervisors.
Variation requests may occur due to:
change in level of client’s business
contractor requirements
emergencies
irregular requirements, such as shampoo carpet or window cleaning
new building work.

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
This unit of competency could be assessed by observing practical demonstrations of providing quotations for cleaning services involving at least two different work site environments.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.
In particular the person should demonstrate the ability to:
assess client’s service requirements
determine resource implications of particular cleaning methods being proposed
assess equipment, chemical and consumable requirements of work order
calculate costs of providing services
comply with company and legislative requirements
implement company policies and procedures for preparation of quotation
present service offer, costing and conditions
achieve outcomes in relation to customer service and company requirements for preparing and presenting quotations.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.
Resource implications for assessment include access to:
company policy documents and procedures for preparing and documenting quotations
relevant databases and information sources
plain English version of relevant procedures
work order instructions, work plans and schedules
assessment instruments, including personal planner and assessment record book.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the Property Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.
This unit could be assessed on its own or in combination with other units relevant to the job function.