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 in the performance criteria is detailed below. Add any 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.
Work practices may relate to: | conducting appraisalsengaging clientsimplementing, promoting and reviewing processespromoting the organisation and its servicesproviding support within the organisationsecuring customundertaking researchundertaking routine functions. |
Opportunities for improvement may include: | career planning and developmentcoaching, mentoring and supervisionformal and informal learning programsinternal and external training provisionperformance appraisalspersonal studywork experience, exchange and opportunitiesworkplace skills assessment, including recognition of prior learning and current competencies. |
Organisational requirements may be outlined and reflected in: | access and equity principles and practice guidelinesbusiness and performance planscomplaint and dispute resolution proceduresgoals, objectives, plans, systems and processeslegal and ethical requirements and codes of practicemission statements and strategic plansOHS policies, procedures and programspolicies and procedures in relation to client servicequality and continuous improvement processes and standardsquality assurance and procedure manuals. |
Business equipment and technology may include: | computersdata storage devicesemailfacsimile machinesinternet, extranet and intranetphotocopiersprinters and scannerssoftware applications, such as databases and word applications. |
Consultative processes may include: | face-to-face meetingstelephone, facsimile and written communicationuse of staff bulletins and memos. |
Feedback may be sought from: | clients and their legal representativessupervisors and colleaguesformal and informal performance appraisalsworkplace assessment. |
Opportunities for improvement may be assessed for: | ability to add valueability to improve customer satisfactioncost-effectivenessdegree of management supportease of implementationpracticalityviability. |
Change may include: | change in work locationimplementation of new work practices and servicesintroduction of new technologyjob role changesnew client baseorganisational restructuresstaffing changeswork priorities. |
Relevant people may include: | clientscolleagueslegal representativesmembers of industry associationssupervisors. |
Risk factors that may impact on change may include: | budget constraintschanges to government policylevel of expertisesafety and security issuesstaffing requirementstechnological advancestime constraints. |
Communication channels may include: | direct line supervision pathslateral supervision pathsorganisational communication protocols and proceduresorganisational networks. |
Leadership styles and methods may include: | maintaining ethical practice and beliefs in the face of oppositionmodelling behavioural and personal presentation standardsstrategies for acknowledging and respecting the attitudes and beliefs of others strategies for resolving unreasonable expectationsstrategies for presenting a confident, assured and unhesitant manner in challenging situationstechniques for initiating action and directing decision makingtechniques for promoting active and genuine participationtime management. |
Future support services may relate to: | additional resourcescoachingcounsellingguidancetraining. |
Evidence and information may include: | cost savingscustomer surveysemployee satisfactionindustrial disputesmarket share dataproductivity measuressupplier feedback. |
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