Elements and Performance Criteria

Appropriate person(s) may include
managers
person(s) in control of work site(s)
supervisors.

Chemicals may include
acid cleaners
alkaline cleaners
neutral cleaners
solvent cleaners.

Communication methods may include
communication books
letters/notices in appropriate languages
mobile phones
noticeboards
one-on-one meetings
pagers
reports
telephone
voice mail
work schedule
work team meetings
written instructions.

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
company service standards
defined resource parameters
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
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
rights and responsibilities of employees and employers
training (induction, refresher and new skills) materials
use of contractors
work site access security clearance procedures.

Consumables may include
air freshener
bin liners
hand towel
soap
toilet paper.

Equipment may include
access equipment - various types
bins - various types
brooms - various types
buckets
buffers - various types
cleaning trolley
cloths
cobwebber
doodle bag holder
drop sheets
drying equipment
dust pans and brushes
dusters - various types
extension poles
extraction units, wand and hand tools
hoses
ladders
mops
personal protective equipment
polishers
pressure-washing equipment and attachments
scouring pads
scrapers
scrubbers - various types
site communication devices
sponges
spray bottles
squeegee
steam cleaners
sweepers - various types
vacuum cleaners and attachments - various types
window cleaning equipment.

Interpersonal skills and communication techniques may include
active listening to clarify and confirm understanding
constructive feedback
control of tone of voice and body language
culturally aware/sensitive use of language and concepts
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 techniques to clarify and confirm the client's needs
questioning to clarify and confirm the client's understanding
summarising and paraphrasing to check understanding of client's message
use of effective presentation aids (audiovisual slides, diagrams, photos, pictures)
using appropriate body language.

Manufacturers' specifications may include
equipment operational manuals
instructional guides
material safety data sheets (MSDS)
other resources supplied by the manufacturer (such as laminated cards notices, wall posters)
product labels
safety instructions pre-printed on equipment.

Occupational health and safety* (OHS) requirements may relate to
allergic reactions (contact dermatitis, etc)
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
hazard reporting
health surveillance and monitoring (including blood testing)
hierarchy of hazard control procedures
injury, dangerous occurrence and incident reporting requirements
keeping access ways clear from obstruction
maintaining clear access ways
maintenance procedures for equipment and PPE
national industry standards/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)
protection from hazardous substances, noise and dust
protection of people in the workplace
routes of entry and potential symptoms of exposure from chemicals
safety training (induction and refresher)
ultraviolet light
up-to-date electrical test and tag compliance
use of chemicals in accordance with labels
use, storage and maintenance of equipment in accordance with manufacturers' specifications and equipment operating manuals
use, storage and maintenance of personal protective equipment and clothing.
* Also known as occupational safety and health or workplace health and safety

Personal protective equipment (PPE) may include
ear muffs/plugs
gloves - non-permeable
goggles
high-visibility vests/clothing
overalls and other protective clothing
respirator
safety glasses
safety shoes
splash-proof face masks
sun protection
tongs
ultraviolet protection
wet-work clothing.

Rights and responsibilities of employees may relate to
confidentiality and privacy rights
duty of care
knowing the appropriate personnel for reporting purposes
knowing the location of manuals and/or related documents
knowing the terms and conditions of own employment
knowing the workplace procedures
protection from discrimination and sexual harassment.

Rights and responsibilities of employers may relate to
duty of care
providing a safe environment free from discrimination and sexual harassment (see relevant state and Commonwealth anti-discrimination legislation)
providing a safe workplace in accordance with OHS legislation, codes of practice, regulations and standards
providing information and training in work tasks, OHS and other employment related matters
the right to dismiss you if you (see the Commonwealth
are negligent, careless or cause an accident
commit a criminal offence
commit acts of disloyalty such as revealing confidential information
use abusive language.

Work order information may include
access to work site and egress points
budget allocations
completion times/dates
insufficient people to complete the work task(s)
job requirements and tasks
legislative requirements and local government
OHS requirements and emergency response procedures
resource requirements - equipment and chemicals
specific client requirements e.g. relationships with other activities, dress and presentation requirements
use of signage and barriers
work schedules
working in isolated and remote locations
work site contact person(s).

Work restrictions may include
amount of cleaning anticipated
client activity
employee(s) level of literacy and/or communication skills
faulty or inappropriate equipment
site hazards
skills of the work unit/team
staffing resources
time limitations.

Critical aspects of competency
Understanding the resource implications of the particular cleaning methods being used in the work order.
Assessing the resource requirements of the work order.
Confirmation that client expectations are realistic.
Compliance with company and legislative requirements.
Development and adherence to work schedules.
Development and implementation of an effective monitoring system.
Identification and supply of appropriate equipment, PPE, chemicals and consumables.
Implementation of effective feedback mechanisms.
Outcomes achieved in relation to customer work order and company requirements.

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.
Job specification requirements.
Client requirements.
Types of surface types and effective and compatible cleaning methods.
Types of cleaning equipment and their appropriate uses.
Types of chemicals and their appropriate uses.
Quality assurance procedures.
Relevant industrial awards and other industrial agreements.
Awareness of applicable legislation, regulations, codes of practice and industry advisory standards.
Communication and negotiation techniques.
Company management structure and reporting procedures.
Company procedures and practices.
Emergency response and evacuation procedures.
Injury, dangerous occurrence and incident reporting.
Knowledge of biological and viral control procedures.
OHS legislation and procedures.
Routes of entry and potential symptoms of exposure from chemicals.

Specific skills needed to achieve the performance criteria

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

reading and writing legible instructions, work schedules and job reports
performing the mathematical calculations required for the planning and allocating of resources
applying correct manual handling techniques
communicating clearly and concisely using written and verbal modes
customer service
team leadership
handling and disposal of contaminated and toxic waste
handling and disposal of chemicals safely
planning and organising work
problem solving and critical analysis
reading, interpreting and responding appropriately to directions and safety instructions in equipment manuals and MSDS and on chemical labels
requesting advice or further information
scheduling and rostering
seeking and receiving feedback
sourcing, organising and recording information
working on an individual basis or as part of a team.

Other units of competency that could be assessed with this unit
Competence in this unit may be assessed in conjunction with PRMCL24B Control the supply of resources to the work site.

Resources required to assess this unit

The following resources should be available:

work order and client specifications
access to relevant information and work sites
access to relevant statutes and procedures
work order instructions, work plans and schedules and policy documents
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 over a period of time and be observed by the assessor.
The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment of competency may be made through practical demonstration in the work environment. A further option for off-the-job assessment may be by way of a work-related project supplemented by supervisor reports.

Communicating ideas and information
Identify and communicate to team members the chemical and equipment requirements in accordance with company policy, OHS and other legislative requirements. (3)

Collecting analysing and organising information
Collect and analyse information from work specification documents and assess resource requirements. (2)

Planning and organising activities
Plan and prioritise work tasks to meet company and client requirements in an efficient and effective manner. (3)

Working with others and in teams
Share information about equipment, OHS, legislative requirements, techniques and team process to complete tasks safely and within designated timelines. (2)

Using mathematical ideas and techniques
Calculate resource requirements and costings to complete work tasks in accordance with company policy. (2)

Solving problems
Communicate with management and client to gain information to resolve problems. (2)

Using technology
Record data for future use such as quotations and stock/equipment control. (2)