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 OHampS 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 multidisciplinary work teams or specialist work groups

Apply principles of time management

Counsel personnel on work related issues

Settle disputes through facetoface and groupbased negotiation

Adapt appropriately to cultural differences in the workplace including modes of behaviour and interactions with others

Promptly report andor 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 OHampS 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

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through appropriately simulated activities at the registered training organisation andor

in an appropriate range of situations in the workplace

Work may be conducted:

Workplaces may comprise:

Work environment may be:

Work may involve exposure to:

Equipment may include:

Consultative processes may involve:

Communication in the work area may include:

Personal protective equipment may include:

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

Information/documents may include:

Applicable regulations and legislation may include: