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.
Appropriate persons may include:
colleagues
other staff members
supervisors, mentors or trainers
Organisational requirements may include:
access and equity principles and practice
anti-discrimination and related policy
business and performance plans
ethical standards
goals, objectives, plans, systems and processes
legal and organisation policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
Colleagues may include:
coach/mentor
other members of the organisation
peers/work colleagues/team
supervisor or manager
Factors affecting work requirements may include:
changes to procedures or new procedures
competing work demands
environmental factors such as time, weather
other work demands
resource issues
technology/equipment breakdowns
Business technology may include:
computer applications
computers
electronic diaries
facsimile machines
photocopiers
printers
scanners
Feedback on performance may include:
formal/informal performance appraisals
obtaining feedback from clients
obtaining feedback from supervisors and colleagues
personal, reflective behaviour strategies
routine organisational methods for monitoring service delivery
Standards may include:
Australian Standards
legal and organisation policies, guidelines and requirements
legislation
organisational policies and procedures
specified work standards
standards set by work group
Opportunities for improvement may include:
coaching, mentoring and/or supervision
internal/external training provision
personal study
recognition of current competence (RCC)/skills recognition/initial assessment
workplace skills assessment

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:
organising and completing own work activities
seeking and acting on feedback from clients, colleagues and supervisors
using available business technology appropriate to the task, under direct instruction
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of work plans, policies and procedures.
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
analysis of responses to case studies and scenarios
demonstration of techniques
review of documentation planning and prioritising workload
evaluation of time line required to complete tasks
review of documentation planning opportunities for improvement.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
administration units.