This describes the essential knowledge and skills and their level required for this unit. |
Required knowledge: |
Regulations and codes of practice relevant to the workplace practices |
Relevant OH&S and environmental protection procedures and guidelines |
Workplace procedures and policies for the promotion of effective work practices |
Focus of operation of work systems, equipment, management and site operating systems |
Elements of workplace operations relevant to effective work practice, including: workplace corporate plans, goals and objectives and industrial relations, communication and negotiation techniques and the benefits, advantages and disadvantages associated with them, group work practices and group dynamics, corporate customer service objectives, workplace procedures related to recording of customer enquiries and actions, dispute settlement processes, workplace OH&S and physical fitness requirements and related first-aid policies, and competencies and skills required for workplace career path levels, |
Problems that may occur during work activities and appropriate action that can be taken to resolve the problems, |
Documentation and reporting requirements in the workplace |
Required skills: |
Communicate effectively with customers, associated personnel and all work team members when completing work activities |
Read and interpret instructions, procedures, information and workplace publications relevant to work activities |
Interpret statistics related to workloads and quality assurance measures |
Interpret and follow operational instructions and prioritise work |
Complete documentation related to work activities |
Operate electronic communication equipment to required protocol |
Lead and coordinate the activities of multi-disciplinary work teams or specialist work groups |
Apply principles of time management |
Counsel personnel on work related issues |
Settle disputes through face-to-face and group-based negotiation |
Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others |
Promptly report and/or rectify any identified problems, faults or malfunctions in accordance with regulatory requirements and workplace procedures |
Implement contingency plans for unplanned events |
Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities |
Monitor work activities in terms of planned schedule |
Coordinate the promotion of safe work practices, competency enhancement and work practice improvements throughout the work groups |
Modify activities depending on differing operational contingencies, risk situations and environments |
Apply fatigue management knowledge and techniques |
Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment |
Operate and adapt to differences in equipment in accordance with standard operating procedures |
Select and use required personal protective equipment conforming to industry and OH&S standards |
Work at heights or in confined spaces as required by the job |
Maintain the required level of physical fitness in team members |
Check and replenish fluids and carry out lubrication processes in the course of work activities |