Assessor Resource

TAEEDU502A
Manage international education issues and incidents

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to individuals who are required to manage resolution of issues and critical incidents that could occur in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors of (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

This unit describes the performance outcomes, skills and knowledge required to implement policies and procedures for resolving issues and managing incidents that could arise in the international education environment with particular emphasis on compliance, risk management and continuous improvement.

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

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

Employability Skills

This unit contains employability skills.



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.

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:

establishing, implementing and improving policies and procedures to manage the range of possible issues and incidents in an international education organisation

resolving issues and incidents using appropriate cross-cultural and other communication strategies, negotiation and communication skills, and undertaking appropriate consultation and reporting

knowledge of relevant legislative and regulatory requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to opportunities to participate in a range of practical exercises and projects

access to relevant documents.

Method of assessment

A range of assessment methods should be used to assess practical 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

evaluation of supervisor's reports on how the candidate manages issues and critical incident resolution

analysis of projects, case studies, completed records and reports developed by the candidate

review of communication of organisational policies and procedures for managing the resolution of a range of potential issues and incidents

oral or written questioning to assess knowledge of risk identification and management

review of information provided to staff who have responsibility for issues and incidents resolution

observation of presentation of reports to decision makers on progress and outcomes of responses to issues and incidents.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other educational administration units.

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.

Required skills

communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders dealing with issues and incidents relevant to work role; to communicate policies and procedures within a team; to apply conflict resolution skills, including negotiation in issues resolution; to interact appropriately with the variety of people who may be involved; to record key facts and related information during resolutions of issues and incidents; to participate in staff debriefing processes

initiative and enterprise skills to arrange staff schedules and activities

literacy skills to accurately report, record and present research information and information about issues and incidents

management skills to manage information and communication processes; to lead and manage others in resolving issues and incidents; to ensure correct implementation of policies and procedures; to identify and manage risks; to manage for quality including reviewing and adjusting policies

planning and organising skills to maintain relevant records, particularly files dealing with issues and incidents; to ensure availability of adequate resources; to refer to appropriate people or agencies

problem-solving skills to investigate and resolve problems which could arise in providing information to stakeholders; to assist others to resolve issues

research skills to conduct information research; to source, collect, analyse and evaluate data

self-management skills to remain calm and controlled under pressure, to set and maintain boundaries, and to prioritise own activities

technology skills to use technology appropriate to an issue and incident resolution context, such as communication technologies.

Required knowledge

relevant legislative and regulatory requirements

organisational development and behaviour, and human behaviour and responses to issues and incidents

organisational structure and relationship of functions in an international education organisation

principles and practices of quality management as they relate to managing issues and incidents in an international education organisation including:

continuous improvement

client service, leadership and strategic management

policies and procedures development and implementation

information and communication provision

management of operations, resources, people and records

risk identification and management

recognising own roles and responsibilities in the following types of incidents:

reporting crime, injury, serious or contagious illness or death

delivering sensitive information

dealing with academic difficulties or failure, breaches of confidentiality, unexplained absence of students, harassment, threats to personal safety and health problems

types of issues that could occur in an international education organisation including:

student wellbeing and welfare such as cultural adjustment, cross-cultural communications and expectations, illnesses, accidents, mental health problems, accommodation, financial matters, loneliness and isolation

course-related issues such as student progress, access to services, English language and other support

grievances and concerns such as assessment and marking concerns, bullying or intimidation, crimes, property and personal security issues

compliance related issues such as non-attendance or insufficient attendance, visa non-compliance, interruption of studies

staffing related issues such as professional limitation of staff responsibility and parameters of roles, staff performance, student/teacher workplace behaviour expectations, differentiation among staff roles and managing staff workloads, time and resources.

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.

Day-to-day issues may include:

academic or educational progress

accommodation and welfare

cultural adjustment

illness

non-compliance situations

student finances

training and assessment

work role

Day-to-day incidents may include:

conflict

harassment (for example, racial or sexual)

need to deliver sensitive information

non-compliance situations

theft

unexplained student absence

Serious issues may include:

academic failure

accommodation including conflict and lack of accommodation

health issues including mental or physical illness

need to deliver serious and sensitive information, for example relating to family

non-compliance

unresolved or critical grievance

Critical incidents may include:

accidents

critical, serious or contagious illness

death

disappearance of students

incidents involving mental health problems

serious crime affecting clients or co-workers

Organisational policies and procedures may include:

international student-specific documented policies and procedures in relation to dealing with issues and incidents

other organisational documented procedures, for example for resolving grievances, for communicating with clients, for managing human and other resources

Organisational policies and procedures for managing the resolution of a range of potential issues and incidents must include:

communication channels

reporting lines

Relevant stakeholders may include:

agents

consular staff

government or agency personnel

homestay providers

organisation personnel

parents

students

Legislative and regulatory compliance requirements may include:

current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to:

anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance

business compliance relevant to work roles

child protection

ESOS Act, subsequent amendments and related legislation

employment, education and training - relevant to onshore and offshore provision

environmental issues

ESOS Assurance Fund requirements

immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT )

National Code of Practice for Registration Authorities and Providers of International Education and Training

OHS

privacy and confidentiality

Transnational Quality Strategy (2005)

workplace employment practices and industrial relations

quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices

Risk management processes and strategies may include:

risk management and control measures could include:

coaching and training staff

communicating legislative and regulatory requirements

developing compliance strategies

undertaking a structured process that identifies possible risks, assesses the likelihood and consequences of risks, and identifies effective control measures

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
Distinguish between day-to-day issues and incidents and the more serious issues and critical incidents that could occur in an international education organisation 
Categorise possible organisational responses to the range of potential issues and incidents 
Research and analyse issues and incidents data in an international education services context, and propose mechanisms for gathering reliable data on issues and incidents 
Assess research data on issues and incidents to identify and evaluate organisational responses 
Establish and implement organisational policies and procedures for managing the resolution of a range of potential issues and incidents 
Undertake consultation periodically with relevant stakeholders regarding continued relevance of organisational policies and procedures that relate to issues and incidents 
Identify relevant stakeholders and communicate organisational policies and procedures in relation to the treatment and resolution of issues and incidents 
Seek feedback from relevant stakeholders on communicated policies and processes, and identify required action as appropriate 
Communicate legislative and regulatory compliance requirements and any subsequent changes or amendments to relevant staff 
Provide appropriate information and support to staff who have responsibility for issues and incidents resolution 
Ensure debriefing opportunities by qualified personnel are available for those involved in any serious issue or critical incident 
Establish procedures to ensure compliance with organisational policies and procedures in relation to issues and incidents across organisation's operations 
Establish processes and procedures for meeting legislative and regulatory compliance requirements in managing, issues and incidents resolution 
Apply risk management processes and strategies to compliance requirements for dealing with and managing, issues and incidents resolution 
Review and adjust compliance procedures on a regular basis, according to organisational policies and procedures for dealing with and managing, issues and incidents resolution 
Facilitate timely and appropriate response to issues and incidents in line with the seriousness of the issue or incident and with organisational policies and procedures 
Use established reporting lines of communication in relation to issues and incident, and associated information requirements 
Update records, files and other information sources in line with organisational policies and procedures regarding issues and incidents 
Generate and present reports to decision makers on progress and outcomes of responses to issues and incidents 
Follow-up with relevant personnel to ensure progress of resolution of issues or incidents 
Ensure outcomes are agreed and signed off by personnel involved with issues and incidents resolution management, and any other parties to the resolution, in line with organisational requirements 
Identify, document and implement required organisational policies and procedures improvement changes once issue or incident has been resolved 

Forms

Assessment Cover Sheet

TAEEDU502A - Manage international education issues and incidents
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

TAEEDU502A - Manage international education issues and incidents

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: