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Elements and Performance Criteria

Required Skills

Required skills

communication skills to communicate effectively with personnel at all levels of the organisation

literacy skills to prepare and edit reports and instructions dealing with complex technical issues and data

negotiation skills to deal effectively with internal and external stakeholders

networking and datagathering skills to assist in managing and reporting on multichannel technology

numeracy skills to carry out analysis and research

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to understand and provide solutions for multichannel issues that arise

problemsolving skills to understand and provide solutions for multichannel issues that arise

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

teamwork skills to work closely with and support stakeholders

technology skills to

use database applications spreadsheets and Word

work effectively with complex multichannel technology

Required knowledge

business objectives and how technology supports them

crisis management disaster recovery and business continuity plans

escalation paths and guidelines

reporting requirements of the organisation

service level agreement SLA or warranty and service agreement with vendors

multichannel technology including hardware and software

Evidence Required

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 ability to

reprogram system functions as required

generate quality and accurate system reports in a timely manner

identify and distinguish between major and minor system faults

identify major fault contingency plans

demonstrate knowledge of crisis management disaster recovery and business continuity plans

Context of and specific resources for assessment

Assessment must ensure access to

workplace information data and reporting

service level guidelines and standards

appropriate computer and telecommunications resources which may be modified for use by people with a disability

stakeholder feedback

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 thirdparty workplace reports of onthejob performance by the candidate

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

direct observation of the candidate working on telecommunications equipment problems

oral andor written questioning to assess knowledge of telecommunications equipment and requirements

review and assessment of reporting outputs

review of stakeholder feedback

review of process documentation

Guidance information for assessment

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

Range Statement

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.

System changesmay include changes to:	interactive voice response (IVR) public access branch exchange (PABX) queuing functions reporting functions telephone configuration user locations visual displays.
Reprogramming methodsmay include:	engagement of internal or external support preparation of detailed instructions or requirements documentation screen-driven commands and specifics as set out in manuals and delivered in equipment-specific training testing methods to ensure effectiveness of reprogramming.
Multichannelmay include:	multichannel software: computer telephone outbound diallers unified automated call distribution (ACD), IVR, servers for email and web workforce management applications SMS (text messages) telephone voice.
Report typeand purpose may include:	simple reports covering whole of centre work rates, to highly detailed reports covering many aspects of individual work rates specific requirements of stakeholders or organisation technology performance reporting for contract management.
Target audiencefor reports may include:	colleagues managers stakeholders team leaders vendors for contract management.
System faultsmay include:	disruptions in telecommunications electrical faults software problems virus attacks complete system failure minor problems with individual telephones minor problems with telecommunications technology.
Fault repairmay include:	engagement of external (vendor) parties to complete repair immediate repair of minor faults by the system administrator replacement of equipment or components of equipment.
Contingency plansmay include:	business continuity plan crisis management plan disaster recovery plan use of alternative equipment in the immediate area and/or redistributing work locally or moving operations to a backup location.