Assessor Resource

BSBCUE302
Deploy customer service field staff

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills and knowledge required to deploy field staff to fulfil service commitments to customers and meet organisational requirements.

It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Create a despatch job for automatic despatch

1.1 Identify the need to create a job despatch order

1.2 Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

1.3 Enter necessary details into appropriate work management system to create and automatically despatch job

1.4 Confirm automatic despatch, where necessary

2 Manually despatch and clear jobs

2.1 Identify need to manually despatch a job

2.2 Communicate job details clearly to field staff

2.3 Enter job details into appropriate work management system

3 Redeploy field staff

3.1 Identify need to redeploy resources according to agreed priority

3.2 Liaise with relevant stakeholders and team members

3.3 Deliver job to field staff in a timely manner

3.4 Maintain accurate records relating to resources and their deployment

4 Create and send communication to field staff

4.1 Identify need for communication to relevant customers

4.2 Create clear and concise communication according to business protocols

4.3 Check information for clarity and accuracy

4.4 Obtain appropriate approvals before sending communication

4.5 Coordinate and monitor responses to communications


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Create a despatch job for automatic despatch

1.1 Identify the need to create a job despatch order

1.2 Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

1.3 Enter necessary details into appropriate work management system to create and automatically despatch job

1.4 Confirm automatic despatch, where necessary

2 Manually despatch and clear jobs

2.1 Identify need to manually despatch a job

2.2 Communicate job details clearly to field staff

2.3 Enter job details into appropriate work management system

3 Redeploy field staff

3.1 Identify need to redeploy resources according to agreed priority

3.2 Liaise with relevant stakeholders and team members

3.3 Deliver job to field staff in a timely manner

3.4 Maintain accurate records relating to resources and their deployment

4 Create and send communication to field staff

4.1 Identify need for communication to relevant customers

4.2 Create clear and concise communication according to business protocols

4.3 Check information for clarity and accuracy

4.4 Obtain appropriate approvals before sending communication

4.5 Coordinate and monitor responses to communications

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify the need to create a job despatch order 
Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements 
Enter necessary details into appropriate work management system to create and automatically despatch job 
Confirm automatic despatch, where necessary 
Identify need to manually despatch a job 
Communicate job details clearly to field staff 
Enter job details into appropriate work management system 
Identify need to redeploy resources according to agreed priority 
Liaise with relevant stakeholders and team members 
Deliver job to field staff in a timely manner 
Maintain accurate records relating to resources and their deployment 
Identify need for communication to relevant customers 
Create clear and concise communication according to business protocols 
Check information for clarity and accuracy 
Obtain appropriate approvals before sending communication 
Coordinate and monitor responses to communications 

Forms

Assessment Cover Sheet

BSBCUE302 - Deploy customer service field staff
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBCUE302 - Deploy customer service field staff

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: