Elements and Performance Criteria

Assessment documentation may include
company activity records
detailed submissions or quotation
photographs
written reports.

Clients may include
body corporate
building supervisor
company/organisation
environmental health officer
executive housekeeper
maintenance manager
owner
person in control of work processes
property agent/manager
tenant.

Client records may be a computer or manual file and include
contact details
customer files and databases
details of previous assessments
details of previous quotations
details of previous service provision
logbooks
pest management plan
reports
specific details about the work site, nature of the pest problem, etc
use of contractors.

Company requirements may include
access and equity policy, principles and practice
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 badge/card/pass
company policy and procedures
defined resource parameters
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
employer and employee rights and responsibilities
establishing operator identity with client
maintenance procedures for equipment and PPE
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
OHS policies and procedures
personnel practices and guidelines
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
records and information systems and processes
training (induction and refresher) materials
work site access security clearance procedures.

Environmental requirements may include
clean-up, containment and/or isolation
company policies and guidelines
emergency chemical spill control measures
environmental protection agency and government departments (e.g. agriculture, emergency services and national parks and wildlife) regulations and guidelines
hazardous materials handling
local government regulations/bylaws.

Equipment may include
broom
bunding material
camera
dishes or bowls
drills
dusters
electrical extension leads
elevated work platforms
equipment decontamination materials
flexible light
flushing agents
generators
hoses
injectors
knifes
ladders
magnifying glass
measuring jug
mirrors
probes
safety harnesses
sand and other absorbent materials
screwdrivers
shovels and rakes
sounding, moisture and movement detectors
specimen bottles
spray equipment
torches
trays
waste disposal containers.

Interpersonal skills and communication techniques may include
active listening
language - accurate, articulate and concise
language, verbal or non-verbal
presentation of options and consequences
providing an opportunity for the client to confirm their request
questioning to clarify and confirm the client's understanding
seeking feedback from client to confirm understanding of needs
summarising and paraphrasing to check understanding of client's message
use of effective presentation aids (audiovisual slides, diagrams, photos, pictures)
using appropriate body language.

Labour rates and conditions are established under the provisions of industrial relations legislation and may be found in
enterprise agreements
industry awards and agreements.

Legislative requirements may include
Australian Standards, quality assurance and certification requirements
award and enterprise agreements
industry advisory standards and codes
relevant Commonwealth/state/territory legislation and local government regulations which affect company operation:
anti-discrimination and diversity
building codes
chemical controls
chemical registers/manifests
consumer protection legislation
dangerous goods Acts and regulations
dangerous goods code
declared pest (plant and animal) reporting
environmental protection issues
equal employment opportunity
freedom of information
industrial relations
motor and commercial vehicle(s) transportation
motor licence and endorsement regulations
OHS Acts and regulations
privacy
public health
trade practices
workplace consultative arrangements.

Materials may include
building components
chemicals
cleaning products
flammable products
pesticides
registered AGVET products
physical barriers
sealing components.

Occupational health and safety* (OHS) requirements may relate to
allergic reactions (contact dermatitis, etc)
animal management/control procedures
communication devices for remote and isolated locations e.g. mobile phone, two-way radio, etc
dermatoxicological control and prevention measures
emergency procedures for eye and skin contact, inhalation and ingestion of toxic substances
hazard identification and risk assessment mechanisms
health surveillance and monitoring (e.g. regular blood testing)
hierarchy of hazard control procedures
industry advisory standards
information provided by national registration authority for chemical approval and state government authorities e.g. agriculture, environment protection, health and primary industry
injury and dangerous occurrence reporting
national and industry codes of practice
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
routes of entry and potential symptoms of exposure from chemicals
safe work practices for equipment, PPE and chemical storage including interpretation of material safety data sheet (MSDS) and hazardous substance information e.g. long latency periods
safety training, induction and refresher training
selection and use of PPE and clothing appropriate to the hazard
up-to-date electrical test and tag compliance
use of chemicals in accordance with MSDS
use of residual current devices
use, storage and maintenance of equipment in accordance with manufacturers' specifications and equipment operating manuals
withholding periods and spray drift.
* Also known as workplace health and safety

Pest management method options may include
biological controls
chemical and physical barrier treatments
cultural controls
environmental controls
management controls.

Pest management plan may include
advice of health, safety, environmental and other legislative matters
advice on pest prevention strategies
chemical application methods
details of pest and pest activity
follow up pest management advice, monitoring and call-back schedule
pest management method options
types and quantities of chemicals to be used.

Presentation methods may include
a formal meeting involving a structured presentation of the submission to an individual or group
a formal meeting to discuss the submission
an informal meeting to deliver the submission with a limited likelihood of detailed discussion on submission content
posting, faxing or emailing the submission to the client.

Quotations are written and may include
acceptance of offer provisions
company identification information
costs
description of the pest problem
liability terms and conditions
limitations of treatment
proposed management method
results of inspection
terms of trade
warranty/guarantee.

Submissions may be prepared by a consultant, manager, small business owner or supervisor and include
benefits and rationale of selected methods
conditions and limitations
description of client requirements
evidence of pest activity and location
maintenance programs
pest management methods
pest management plan
proposals
quotation on cost of service(s)
tenders
warranties/guarantees.

Supporting information may include
accounting procedures
auditing procedures
formal assessment documents
impact statements
inspection reports
insurances
licences (held by staff and company)
pest management methods used
product/chemical data sheets
professional indemnity
public liability
quality assurance certification
reference sites
reporting systems
training systems
vehicle
workers compensation.

Work order information may include
access to work site including timing of access and access and egress points
budget allocations
completion times/dates
job requirements and tasks
legislative and local government requirements
OHS requirements and emergency response procedures
resource requirements - equipment and materials
specific client requirements e.g. noise control, sensitivity of occupants to pests and/or management, relationships with other customer activities, dress and presentation requirements
use of signage and barriers
work schedules
work site contact person(s)
working in isolated and remote locations.

Critical aspects of competency
Accurate identification of the hazards and risks associated with pest management.
Analysing the resource requirements of a pest management plan.
Calculating costs of service provision.
Compliance with company and legislative/regulatory requirements.
Outcomes achieved in relation to company requirements.
Preparation and presentation of a pest management submission.
Preparation of an accurate quotation.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Types of pests relevant to the area and their life cycles, habits and harbourages.
Product knowledge including manufacturers' specifications for equipment and products being used.
Company policies and procedures in relation to preparing and documenting pest management plans, submissions and quotations.
Company costing and pricing procedures.
OHS legislation and procedures.
Emergency response procedures.
Applicable regulations, codes of practice and industry advisory standards.
Consumer and contract law.
Company management structure and reporting procedures.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These are:

estimating
interpersonal skills
presentation skills
negotiation skills
reading, interpreting and comprehending directions and safety instructions in equipment manuals and on chemical labels and MSDS
performing the mathematical calculations required for measuring areas and volumes and determining costs
preparation of business correspondence
communicating clearly and concisely using written and verbal modes
requesting advice or further information
seeking and receiving feedback
working on an individual basis and within a team
planning and organising work
sourcing, organising and recording information
customer service.

Other units of competency that could be assessed with this unit

Competence in this unit may be assessed in conjunction with:

PRMPM02B Assess pest management options
PRMPM05B Modify environment to manage pests
PRMPM06B Apply pesticide to manage pests
PRMPM07B Implement a pest management plan
PRMPM09B Advise client on pest management options
PRMPM11B Conduct fumigation.

Resources required to assess this unit

The following resources should be available:

access to a suitable venue
access to plain English version of relevant statutes and procedures
access to company policy documents and procedures for preparing and documenting quotations
access to relevant databases and information
assessment instruments, including personal planner and assessment record book.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit the competency should be demonstrated in the field by reviewing the outcome of the preparation and presentation of at least one complete pest management submission under normal industry operating conditions, or if this is not practicable, in a simulated work environment.
The competency is to be demonstrated in a range of situations, which may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Supplementary evidence may be obtained from relevant written correspondence with existing and potential clients. This information must be relevant by showing evidence of the candidate's work performance.
Other forms of gaining evidence such as through oral questioning and hypothetical situations (scenarios) may be used to supplement (but not substitute for) the practical demonstration of competence.

Communicating ideas and information
Assist client's decision-making process re the type and level of service required by providing timely and relevant information concerning pest management. (2)

Collecting analysing and organising information
Collect and analyse information about the client's needs and services expectations and prepare a submission that addressees these needs and expectations. (2)

Planning and organising activities
Plan and organise work order in accordance with client brief and company requirements. (2)

Working with others and in teams
Communicate to team members information contained within work order to be carried out in accordance with company requirements. (2)

Using mathematical ideas and techniques
Calculate site area, equipment and materials to be included in client submission and quotation figures. (2)

Solving problems
Communicate with management and client to identify and control potential risks or problems which may arise. (2)

Using technology
Record data such as submission, quotation, potential incident/hazard and other documentation for future use. (2)