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.
communication skills to give and receive constructive feedback relating to development needs
literacy skills to read and understand the organisation’s procedures
planning skills to organise work priorities according to work goals and objectives
problemsolving skills to solve routine problems
selfmanagement skills to:
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
codes of practice
occupational health and safety (OHS)
organisational policies, plans and procedures
methods to elicit, analyse and interpret feedback
principles and techniques of goal setting, measuring performance, time management and personal assessment
competency standards and how to interpret them in relation to self
methods to identify and prioritise personal learning needs.
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.
Work goals and objectivesmay include:
team and individual learning goals
key performance indicators on customer satisfaction
key performance indicators on customer effort
monitoring time taken to answer calls
operating within reporting protocols
score tools such as net promoter
Organisational requirementsmay include:
access and equity principles and practice
business and performance plans
defined resource parameters
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
quality assurance and/or procedures manuals.
Factors affecting the achievement of work objectivesmay include:
competing work demands
environmental factors such as time, weather
resource and materials availability
workplace hazards, risks and controls.
Business technologymay include:
Feedback on performancemay include:
formal/informal performance appraisals
obtaining feedback from clients
obtaining feedback from supervisors and colleagues
personal, reflective behaviour strategies
routine organisational methods for monitoring service delivery.
Products and servicesmay include:
either products or services
private or public sets of benefits.
Signs of stressmay include:
absence from work
alcohol or other substance abuse
poor work performance.
Personal wellbeingmay include:
Sources of stressmay include:
work and family conflict
Supports and resolution strategiesmay include:
employee assistance programs (EAP)
Professional development opportunitiesmay include:
coaching, mentoring and/or supervision
formal/informal learning programs
internal/external training provision
quality assurance assessments and recommendations
recognition of current competence/skills recognition
workplace skills assessment.
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.