Elements and Performance Criteria

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.


human resource management

operational plans

budgets

client service

marketing

Privacy Act

industry codes of practice

Trade Practices Act

equal opportunities

relevant OH&S Acts


staffing levels

timing of service

consumer demand

adaptability

customer contact

customer analysis

cross-channel staff cooperation

cashflow

risk analysis and management


specific business projects such as audits, reviews, functions

periods of time such as holiday or rush periods


payroll data

competencies held

staff levels


employees

computerised equipment

support facilities

training

skills and expertise

materials

budget


service levels

response times

management issues

product development


staff availability data

customer requirement data

staff absenteeism data

trends in existing workloads

staff interviews and questionnaires


external economic conditions

budgeting restrictions

temporal factors (i.e. holiday periods)

industry growth/decline

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

To achieve competency in this unit, a person must be able to demonstrate:

the ability to locate and analyse data
a comprehensive understanding of competency levels
the ability to develop an implement plans

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment:
For valid and reliable assessment of this unit, evidence must be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed in a simulated work environment. Assessment of performance requirements in the unit should be undertaken in an industry context.

Resources required for assessment:
Resources required for this unit include:
relevant databases and information sources
qualified assessors and assessment guidelines
system which facilitates recording of trainee's profiles and progress
facilities for workplace or simulated environment assessment access to relevant database and information sources.