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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to

analyse relevant workplace information and data

make observations of workplace tasks and interaction between people their activities equipment environment and systems

consultation and negotiation skills to

collate and record information

communicate effectively verbally and in writing

develop and implement plans

interpersonal skills to

establish rapport and build relationships with customers team members and stakeholders

establish relevant networks

interviewing and recruitment skills to arrive at effective selection outcomes

literacy skills to

articulate information and ideas clearly

prepare and present reports and presentations containing complex ideas and concepts

write policies procedures and plans

numeracy skills to

carry out analysis and validation of data and information

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to find innovative solutions to problems

problemsolving skills to find innovative solutions to problems

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to manage and analyse data and information

Required knowledge

employee and industrial relations principles

equal employment opportunity guidelines

interviewing principles

legislative regulatory and organisational policy framework

organisational recruitment process including role definition selection criteria direct and indirect assessment processes

range of reward and recognition strategies and initiatives

skill auditing and training gap analysis methodologies

strategies for the development of a positive compliance culture

succession planning principles

training program design principles

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

manage a business unit encompassing

compliance with relevant legislation regulations and codes

management of remuneration and incentive programs

performance management

demonstrate knowledge of legislative regulatory and organisational policy framework

Context of and specific resources for assessment

Assessment must ensure access to

information and databases for analysis activities

relevant legislation standards and guidelines

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 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

documentation of training programs

documentation of compliance programs

copies of position descriptions and position profiles

documentation of incentive and remuneration programs

documentation of staff retention strategies and supporting data and assessment

performance against KPIs

staff satisfaction surveys and results

churn rates and trends

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.

Job descriptionsmay include:	accountabilities experience required qualifications required skills and knowledge required special requirements specification of the duties for an individual employee.
Position profilesmay include:	classification of roles remuneration levels set of competency statements to assist in defining the role specification of dimensions of a position within an organisational structure.
Interviewing techniquesmay include:	competency and behavioural-based questions fair recruitment practices.
Churn factorsmay include:	external factors, such as higher pay rates elsewhere lack of career progression lack of feedback lack of training leadership issues physical environment recognition or reward stress.
Key performance indicatorsmay include targets for:	adherence to roster availability average handling time call volumes quality retention relevant measures for specific roles sales sales conversion rates seeking learning and development opportunities.
Incentive schemesmay include:	commissions incentive payments noncash rewards, such as time off remuneration adjustment reward and recognition programs.
Statutory and regulatory requirementsmay include:	award and enterprise agreements national, state or territory legislative requirements, especially in regard to occupational health and safety industry-related codes and regulations, such as: Consumer Credit Code Privacy Act Trade Practices Act/Competition and Consumer Act