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.
Legislation, codes and national standards relevant to the workplace may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice.
OHS considerations may include:
provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs
participation in the regular update of OHS systems and procedures
implementation of the continuous improvement processes of the OHS management system
changes to work practices, procedures and the working environment which impact on OHS
organisation's responsibilities to customers and suppliers.
Methods used to communicate with individuals and team may include:
verbal, written or electronic communications
on-the-job mentoring and coaching.
Continuous improvement processes may include:
policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures
cyclical audits and reviews of workplace, team and individual performance
seeking and considering feedback from a range of stakeholders
modifications and improvements to systems, processes, services and products
evaluations and monitoring of effectiveness.
Mentoring and coaching may refer to:
teaching another member of the team, usually focusing on a specific work task or skill
providing feedback, support and encouragement on a range of matters
providing assistance with problem solving.
Systems may include:
organisation policies and procedures
web based communication devices
attendance at forums, meetings
newsletters and reports.
Technology may include:
computerised systems and software such as databases, project management and word-processing
telecommunications devices
any other technology used to carry out work roles and responsibilities.
Customer service may be:
internal or external, to existing or new clients
identifying needs and priorities in delivering a service to customers
understanding of different levels of customer satisfaction.
Agreed recommendations may be:
identified improvements arising from the continuous improvement process
determined in accordance with organisational policies and procedures

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:
examples of actions taken by the candidate to support continuous improvement including:
use of work performance to identify improvement
adjusted plans to reflect changes
effective communication to all stakeholders
use of technology to monitor operational progress
application of suitable recordkeeping processes.

Context of and specific resources for assessment
Assessment must ensure:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
that this unit is assessed in the workplace or in a closely simulated work environment.

Method of assessment
A range of assessment methods should be used to assess 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
Review of records supporting the organisation's continuous improvement systems and processes, such as:
contributions to organisational policies and procedures
contributions to procedures and policies for dealing with continuous improvement processes, and related codes of conduct
actions taken to address information collection, retrieval and use in the workplace
actions taken to address issues and problems within work team
actions taken to address methods of reporting information
learning and development plans for team members
materials developed for coaching, mentoring and training
induction programs developed and/or delivered
actions taken to address internal and external information management issues
reviews of people management
advice and input into management decisions related to continuous improvement
records of people management lessons learned.

Guidance information for assessment
This unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team, and as part of a holistic assessment activity.