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.

Stakeholders may include:
development team
project team
sponsor
user.
System may include:
application service provider (ASP)
applications
databases
gateways
internet service provider (ISP)
operating systems
server.
Service level agreements may include:
ASPs
audit of service levels
business processes and requirements
communications carriers
infrastructure services
ISPs
vendor products
workload and performance considerations and expectations regarding:
charge back to business units
penalties
servicing.
Human resource processes may include:
checking job and person specifications
observing work activities
professional recommendations or referrals
reviewing performance reports.
Appropriate person may include:
authorised business representative
client
project manager
supervisor.

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 ability to:
establish and maintain client liaison in an IT environment
establish procedures for providing required support
identify IT skill requirements and assign appropriate support personnel
show personal responsibility and autonomy in performing complex technical operations or organising others.
Context of and specific resources for assessment
Assessment must ensure access to:
appropriate learning and assessment support when required
modified equipment for people with special needs
agreed procedures or SLAs
documented support requirements
technical records and documentation.
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:
review of:
records provided by candidate which identify stakeholders and their support requirements
support procedures or SLAs developed by the candidate
evidence of participation in developing strategic initiatives
direct observation of candidate providing support and maintaining liaison using agreed procedures
verbal or written questioning to assess candidate’s knowledge of establishing and maintaining client liaison.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.