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Elements and Performance Criteria

  1. Implement the organisation's policies and procedures.
  2. Promote a positive image of the organisation.
  3. Contribute to the work team.
  4. Maintain professional relationships.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Required skills

working independently and in teams to ensure that work practices behaviour and responsibilities comply with organisational standards

an awareness of environmental and sustainability practices

defining own and team roles

contributing to personal skill development

considering initiatives and discussing problems with colleagues

remaining calm and confident in difficult and uncertain situations

respecting different cultures values and beliefs while challenging inappropriate behaviour and attitudes in others

Required knowledge

all aspects of organisations policies objectives principles philosophy strategic plans and procedures relevant to the work role

organisations code of conduct

relevant industrial award and classification

job description and work contract

individual and colleaguesteam roles and responsibilities

organisations management performance management and accountability structure

training learning opportunities and career development opportunities

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

It will be necessary to assess evidence for this unit over a significant period of time and in conjunction with evidence gathered for all other units that have a component of complying with organisational goals and service objectives This may require opportunities for candidates to demonstrate performance in a number of locations or service areas in the organisation relevant to the range of responsibilities they may be given

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

In addition to integrated demonstration of the elements and their related performance criteria look for evidence that confirms

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit

ability to contribute to the goals of the organisation in a range of two or more contexts or occasions over time

Context of and specific resources for assessment

Evidence for assessment must be gathered over time in a range of contexts to ensure the person can achieve the unit outcome and apply the competency in different situations or environments

Valid assessment of this unit requires

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual working as part of a coordinated team making a positive contribution to achieving the quality of services specified in the organisations policies and procedures including coping with difficulties irregularities and changes to routine

copies of legislation policies procedures and guidelines relating to working ethically and professionally within the organisation

access to appropriate learning and assessment support when required

Method of assessment

The following assessment methods are suggested

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written andor oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of routine work activities

thirdparty reports from experienced practitioners

simulations conducted in training programs

completion of performance feedback from supervisors and colleagues

Guidance information for assessment

Assessment methods should reflect workplace demands and any identified special needs of the candidate including language and literacy implications and cultural factors that may affect responses to the questions

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge


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 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.

Organisation's policies and procedures can include:

policy and procedural guides, standard operating procedures and work instructions, particularly those relating to:

code of conduct

duty of care

employee relations

workplace agreements

workplace harassment

workplace diversity.

Organisation's principles may include:

honesty and integrity

respect for persons

accountability

confidentiality

security of information, resources and people

natural justice and procedural fairness.

Types of unfair and discriminatory actions include:

preferential treatment

hindering behaviour

compromising behaviour, including sexual harassment

bullying

lack of confidentiality

giving false testimony.

Statutory and ethical obligations may include:

legislation for public sector management

workplace health and safety Acts, regulations and guidelines

equal employment opportunity and anti-discrimination legislation

freedom of information

privacy

whistleblower protection.

Attitudes and behaviour that are unprofessional and inappropriate include:

improper use of resources, including telephone, email and internet

unauthorised access to and use of information

falsifying records

non-disclosure of conflicts of interest

improper public comment on matters relating to the government or organisation

fraud, corruption, maladministration and waste

non-compliance with the law.