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.
Maintenance and service requirements include:
backups
changing user codes
confirmation of operational effectiveness
identification and replacement of worn parts
inspections, lubrication, cleaning and adjustments
regular services, such as waste removal, cleaning and grounds maintenance
repairs, maintenance or service under warranty
routine repairs, maintenance or service.
Work order information may relate to:
authorised contractors
authorised maintenance and service personnel
completion dates
maintenance, service and repair requirements and tasks
warranties and service information
work authorisations
work schedules.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
business and performance plans
complaint and dispute resolution procedures
environmental performance, including:
energy savings
efficiencies achieved by waste management, including recycling, re-use and use minimisation
water use minimisation
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.
Site access and specific site requirements may relate to:
access and egress points
access codes
building codes and regulations
heritage listings
keys, passes and security clearance
noise control
OHS requirements
time of access
union requirements.
Clients may include:
building facility agents
building facility owners
building supervisors
government and legal instruments and agencies
managers
project managers
tenants.
Legislative requirements may be outlined and reflected in:
Australian standards, and quality assurance and certification requirements
award and enterprise agreements
consumer protection
environmental and zoning laws affecting access security, access and property use
freedom of information
home building requirements
local regulations and by-laws
privacy requirements
public health
relevant federal, and state or territory legislation that affects organisational operation, including:
environmental issues
EEO
industrial relations
OHS
anti-discrimination and diversity
relevant industry codes of practice
strata, community and company titles
tenancy agreements
trade practices laws and guidelines.
Communication channels may include:
direct line and lateral supervision paths
organisational communication protocols and procedures
organisational networks.
Building controls may relate to:
access procedures
alarms
exit procedures
fire equipment.
Interpersonal techniques may include:
active listening
clear presentation of options
consultation methods
culturally inclusive and sensitive engagement techniques
questioning to clarify and confirm understanding
seeking feedback
two-way interaction
using language and concepts appropriate to cultural differences
verbal and non-verbal language.
Specialist advice may be sought from:
architects
builders
colleagues
emergency personnel
government officials
members of industry associations
OHS representatives
planners
solicitors
subcontractors
supervisors
technical experts
valuers.
Business equipment and technology may include:
computers
data storage devices
email
facsimile machines
internet, extranet and intranet
photocopiers
printers
scanners
software applications, such as databases and word applications.

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 monitoring building facilities to ensure maintenance and service problems are identified and resolved. 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:
ensuring effective communication flow during monitoring of building facilities and identifying required maintenance and service work
inspecting completed maintenance and service work against work order and using business equipment and technology to maintain associated documentation
knowledge of agency practices, ethical standards and legislative requirements associated with monitoring building facilities
verifying maintenance and service requirements against work order and consulting with relevant people to arrange access to building facilities.
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.