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 in the performance criteria is detailed below. Add any 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.
Work practices may relate to:
conducting appraisals
engaging clients
implementing, promoting and reviewing processes
promoting the organisation and its services
providing support within the organisation
securing custom
undertaking research
undertaking routine functions.
Opportunities for improvement may include:
career planning and development
coaching, mentoring and supervision
formal and informal learning programs
internal and external training provision
performance appraisals
personal study
work experience, exchange and opportunities
workplace skills assessment, including recognition of prior learning and current competencies.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
business and performance plans
complaint and dispute resolution procedures
goals, objectives, plans, systems and processes
legal and ethical requirements and codes of practice
mission statements and strategic plans
OHS policies, procedures and programs
policies and procedures in relation to client service
quality and continuous improvement processes and standards
quality assurance and procedure manuals.
Business equipment and technology may include:
computers
data storage devices
email
facsimile machines
internet, extranet and intranet
photocopiers
printers and scanners
software applications, such as databases and word applications.
Consultative processes may include:
face-to-face meetings
telephone, facsimile and written communication
use of staff bulletins and memos.
Feedback may be sought from:
clients and their legal representatives
supervisors and colleagues
formal and informal performance appraisals
workplace assessment.
Opportunities for improvement may be assessed for:
ability to add value
ability to improve customer satisfaction
cost-effectiveness
degree of management support
ease of implementation
practicality
viability.
Change may include:
change in work location
implementation of new work practices and services
introduction of new technology
job role changes
new client base
organisational restructures
staffing changes
work priorities.
Relevant people may include:
clients
colleagues
legal representatives
members of industry associations
supervisors.
Risk factors that may impact on change may include:
budget constraints
changes to government policy
level of expertise
safety and security issues
staffing requirements
technological advances
time constraints.
Communication channels may include:
direct line supervision paths
lateral supervision paths
organisational communication protocols and procedures
organisational networks.
Leadership styles and methods may include:
maintaining ethical practice and beliefs in the face of opposition
modelling behavioural and personal presentation standards
strategies for acknowledging and respecting the attitudes and beliefs of others
strategies for resolving unreasonable expectations
strategies for presenting a confident, assured and unhesitant manner in challenging situations
techniques for initiating action and directing decision making
techniques for promoting active and genuine participation
time management.
Future support services may relate to:
additional resources
coaching
counselling
guidance
training.
Evidence and information may include:
cost savings
customer surveys
employee satisfaction
industrial disputes
market share data
productivity measures
supplier feedback.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment
This unit of competency could be assessed through practical demonstration of researching and implementing improvement processes to reduce costs and improve quality services. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.
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:
assessing opportunities for improvement against business goals and objectives
determining change requirements through development of an improvement plan incorporating an analysis of risk
identifying opportunities for improving processes through an accurate assessment of work practices, information gathering and consultation
implementing and monitoring change using organisational systems and technology, and documenting and reporting the results

knowledge of organisation's practices, ethical standards and legislative requirements associated with researching and implementing improvement processes to reduce costs and improve quality services.
Context of and specific resources for assessment
Resource implications for assessment include:
access to suitable simulated or real opportunities and resources to demonstrate competence
assessment instruments that may include personal planner and assessment record book
access to a registered provider of assessment services.
Where applicable, physical resources should include equipment modified for people with disabilities.
Access must be provided to appropriate learning and/or assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.
Validity and sufficiency of evidence require that:
competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.