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, 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.
Day-to-day issues may include:
academic or educational progress
accommodation and welfare
cultural adjustment
illness
non-compliance situations
student finances
training and assessment
work role
Day-to-day incidents may include:
conflict
harassment (for example, racial or sexual)
need to deliver sensitive information
non-compliance situations
theft
unexplained student absence
Serious issues may include:
academic failure
accommodation including conflict and lack of accommodation
health issues including mental or physical illness
need to deliver serious and sensitive information, for example relating to family
non-compliance
unresolved or critical grievance
Critical incidents may include:
accidents
critical, serious or contagious illness
death
disappearance of students
incidents involving mental health problems
serious crime affecting clients or co-workers
Organisational policies and procedures may include:
international student-specific documented policies and procedures in relation to dealing with issues and incidents
other organisational documented procedures, for example for resolving grievances, for communicating with clients, for managing human and other resources
Organisational policies and procedures for managing the resolution of a range of potential issues and incidents must include:
communication channels
reporting lines
Relevant stakeholders may include:
agents
consular staff
government or agency personnel
homestay providers
organisation personnel
parents
students
Legislative and regulatory compliance requirements may include:
current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to:
anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance
business compliance relevant to work roles
child protection
ESOS Act, subsequent amendments and related legislation
employment, education and training - relevant to onshore and offshore provision
environmental issues
ESOS Assurance Fund requirements
immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT )
National Code of Practice for Registration Authorities and Providers of International Education and Training
OHS
privacy and confidentiality
Transnational Quality Strategy (2005)
workplace employment practices and industrial relations
quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Risk management processes and strategies may include:
risk management and control measures could include:
coaching and training staff
communicating legislative and regulatory requirements
developing compliance strategies
undertaking a structured process that identifies possible risks, assesses the likelihood and consequences of risks, and identifies effective control measures

EVIDENCE GUIDE
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 following is essential:
establishing, implementing and improving policies and procedures to manage the range of possible issues and incidents in an international education organisation
resolving issues and incidents using appropriate cross-cultural and other communication strategies, negotiation and communication skills, and undertaking appropriate consultation and reporting
knowledge of relevant legislative and regulatory requirements.
Context of and specific resources for assessment
Assessment must ensure:
access to opportunities to participate in a range of practical exercises and projects
access to relevant documents.
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:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
evaluation of supervisor's reports on how the candidate manages issues and critical incident resolution
analysis of projects, case studies, completed records and reports developed by the candidate
review of communication of organisational policies and procedures for managing the resolution of a range of potential issues and incidents
oral or written questioning to assess knowledge of risk identification and management
review of information provided to staff who have responsibility for issues and incidents resolution
observation of presentation of reports to decision makers on progress and outcomes of responses to issues and incidents.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other educational administration units.