Unit of competency Outline

Date retreived
22/07/2026 1:08 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Process incoming workplace relations enquiries

Process incoming workplace relations enquiries

Unit of competency
National Code
PSPWPR401A
State Code
D3720
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
3.00
Current Release Date
01/11/2012
View on TGA
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
07/07/2014
Nominal Hours
45
Description
This unit covers the ability to process incoming workplace relations enquiries. It includes the timely and prescribed response to calls and emails using information and communications technology and systems, and the completion of associated recording and reporting tasks. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Prepare for processing incoming workplace relations queries
  • 1.1. Workstation is ergonomically adjusted to comply with health and safety requirements.
  • 1.2. Features and operation of information and communication technology and systems are identified and understood.
  • 1.3. Scripts or call guides are located, reviewed to identify variations, and practised as necessary.
  • 1.4. Key performance indicators are identified and understood.
  • 1.5. Recording and reporting requirements are identified and understood.
2. Process incoming workplace relations telephone queries
  • 2.1. Incoming calls are answered using appropriate telephone techniques according to workplace procedures.
  • 2.2. Call details required for organisational records are obtained and noted according to workplace procedures.
  • 2.3. Abusive or aggressive calls are referred or terminated according to workplace procedures.
  • 2.4. Calls requiring referral are placed on hold and transferred according to workplace procedures.
  • 2.5. Calls are finalised and details recorded according to workplace procedures.
  • 2.6. Calls and recording requirements are managed to ensure performance targets are met.
3. Process incoming written workplace relations enquiries
  • 3.1. Incoming correspondence is acknowledged and details of timeframe for response are given according to workplace procedures.
  • 3.2. Written correspondence details required for organisational records are obtained and noted according to workplace procedures.
  • 3.3. Written correspondence requiring referrals are forwarded and details of transfer sent to the enquirer.
  • 3.4. Written correspondence is finalised and details are recorded according to workplace procedures.
  • 3.5. Correspondence and recording requirements are managed to ensure key performance indicators are met.
4. Complete records and generate system reports
  • 4.1. Records are checked to ensure that relevant details are included.
  • 4.2. Periodic system reports are generated and processed according to workplace requirements.
  • 4.3. Manual records are created during information and communications systems down time and transferred to appropriate software system as soon as possible.
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.
Information and communication technology and systems may include:
telephony
proprietary client-management software
fax
email
webinar
online forums
specialised computer programs
contact centre management systems
online learning
Key performance indicators may include:
number of calls answered
wait time
call time
after call time (record completion)
quality of response and outcome
Telephone techniques may include:
call answering timeframe
standard greetings and introductions
hold and transfer protocols
call back protocols
call finalisation protocols
Workplace procedures may include those relating to:
OHS
code of conduct
conflict of interest
recording and reporting
use of resources
privacy and privacy disclaimers
referrals
Correspondence may include:
emails
faxed letters
mailed letters
online queries
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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
apply ergonomic and health and safety principles to the set-up and use of workstation and equipment
operate telephony and client-management software systems effectively
apply relevant client-management procedures to process enquiries to the required quality and productivity standards
apply procedures for referral and escalation of enquiries
produce system records and reports to the required standards
Consistency in performance
Competency should be demonstrated by processing a range of enquiries, including both written and verbal enquiries.
Context of and specific resources for assessment
Assessment must comply with:
organisational client-management and health and safety procedures
applicable regulations and codes
Access may be required to:
a simulated work environment
organisational policies and procedures
workplace relations information
Guidance information for assessment
The following assessment methods are suggested:
oral questioning about features and use of telephony and relevant client-management software
observation of candidate processing a range of incoming enquiries in various formats, including at least two of the following: phone calls, emails, letters (by fax or mail), and online enquiries
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures
review of records completed by candidate or reports of performance
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.
No information