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Elements and Performance Criteria

1. Identify work requirements
   • Review work order and the site to gain a comprehensive understanding of the work implications in accordance with company requirements and clarify any issues with appropriate person(s)
   • Identify special requirements arising from site characteristics or client requests in accordance with occupational health and safety (OHS) and company requirements
   • Clarify client needs, expectations and preferences using appropriate interpersonal skills and communication technique(s) in accordance with company requirements
2. Analyse resource implications and provide resources
   • Analyse the work order resource requirements and available resources in accordance with company requirements
   • Develop work schedules and assign available personnel with recognised competencies in accordance with OHS and company requirements
   • Assess the type(s) and quantity of equipment, personal protective equipment (PPE), chemicals and consumables required to fulfil the work order in accordance with company requirements
   • Supply suitable equipment, PPE, chemicals and consumables for the cleaning operation in accordance with the work order, manufacturers' specifications and OHS and company requirements
3. Communicate work requirements
   • Advise work team members of work schedules and responsibilities using appropriate communication methods in accordance with company requirements
   • Confirm work team members' understanding of their tasks and responsibilities by using appropriate interpersonal skills and communication techniques in accordance with company requirements
   • Identify any work restrictions affecting the completion of the work order and adjust work schedules in accordance with company requirements

Required Skills

Refer to Evidence Guide

Evidence Required

The evidence guide identifies the requirements to be demonstrated to confirm competence for this unit Assessment must confirm sufficient ability to use appropriate skills and knowledge to organise and monitor cleaning operations Assessment of performance should be over a period of time covering all categories within the range statement that are applicable in the working environment

Critical aspects of competency

Understanding the resource implications of the particular cleaning methods being used in the work order

Assessing the resource requirements of the work order

Confirmation that client expectations are realistic

Compliance with company and legislative requirements

Development and adherence to work schedules

Development and implementation of an effective monitoring system

Identification and supply of appropriate equipment PPE chemicals and consumables

Implementation of effective feedback mechanisms

Outcomes achieved in relation to customer work order and company requirements

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace to transfer the skills to other contexts and to deal with unplanned events The knowledge requirements for this unit are listed below

Job specification requirements

Client requirements

Types of surface types and effective and compatible cleaning methods

Types of cleaning equipment and their appropriate uses

Types of chemicals and their appropriate uses

Quality assurance procedures

Relevant industrial awards and other industrial agreements

Awareness of applicable legislation regulations codes of practice and industry advisory standards

Communication and negotiation techniques

Company management structure and reporting procedures

Company procedures and practices

Emergency response and evacuation procedures

Injury dangerous occurrence and incident reporting

Knowledge of biological and viral control procedures

OHS legislation and procedures

Routes of entry and potential symptoms of exposure from chemicals

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These are

reading and writing legible instructions work schedules and job reports

performing the mathematical calculations required for the planning and allocating of resources

applying correct manual handling techniques

communicating clearly and concisely using written and verbal modes

customer service

team leadership

handling and disposal of contaminated and toxic waste

handling and disposal of chemicals safely

planning and organising work

problem solving and critical analysis

reading interpreting and responding appropriately to directions and safety instructions in equipment manuals and MSDS and on chemical labels

requesting advice or further information

scheduling and rostering

seeking and receiving feedback

sourcing organising and recording information

working on an individual basis or as part of a team

Other units of competency that could be assessed with this unit

Competence in this unit may be assessed in conjunction with PRMCLB Control the supply of resources to the work site

Competence in this unit may be assessed in conjunction with PRMCL24B Control the supply of resources to the work site.

Resources required to assess this unit

The following resources should be available

work order and client specifications

access to relevant information and work sites

access to relevant statutes and procedures

work order instructions work plans and schedules and policy documents

assessment instruments including personal planner and assessment record book

Gaining evidence to assess this unit

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and be observed by the assessor

The competency is to be demonstrated in a range of situations that may include customerworkplace interruptions and involvement in related activities normally experienced in the workplace

Assessment of competency may be made through practical demonstration in the work environment A further option for offthejob assessment may be by way of a workrelated project supplemented by supervisor reports

Key competency levels

There are a number of processes that are learnt throughout work and life that are required in all jobs They are fundamental processes and generally transferable to other work functions Some of these are covered by the key competencies although others may be added

Information below highlights how these processes are applied in this unit of competency

	Perform the process			Perform and administer the process		Perform administer and design the process
How can communication of ideas and information be applied						Identify and communicate to team members the chemical and equipment requirements in accordance with company policy OHS and other legislative requirements
How can information be collected analysed and organised						Collect and analyse information from work specification documents and assess resource requirements
How are activities planned and organised						Plan and prioritise work tasks to meet company and client requirements in an efficient and effective manner
How can teamwork be applied						Share information about equipment OHS legislative requirements techniques and team process to complete tasks safely and within designated timelines
How can the use of mathematical ideas and techniques be applied						Calculate resource requirements and costings to complete work tasks in accordance with company policy
How can problemsolving skills be applied						Communicate with management and client to gain information to resolve problems
How can the use of technology be applied						Record data for future use such as quotations and stockequipment control

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Range Statement

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables are listed in alphabetical order and may be present for this particular unit.

Appropriate person(s) may include:

managers

person(s) in control of work site(s)

supervisors.

Chemicals may include:

acid cleaners

alkaline cleaners

neutral cleaners

solvent cleaners.

Communication methods may include:

communication books

letters/notices in appropriate languages

mobile phones

noticeboards

one-on-one meetings

pagers

reports

telephone

voice mail

work schedule

work team meetings

written instructions.

Company requirements may include:

access and equity policy, principles and practice

business and performance plans

client communication procedures

client confidentiality procedures

client service standards

communication channels and reporting procedures

company goals, objectives, plans, systems and processes

company issued identification badge/card/pass

company policy and procedures

company service standards

defined resource parameters

dress and presentation requirements

duty of care, code of conduct, code of ethics

emergency response and evacuation procedures

maintenance procedures for equipment and PPE

OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)

OHS policies and procedures

personnel practices and guidelines

policies and procedures relating to own role, responsibility and delegation

quality and continuous improvement processes and standards

records and information systems and processes

rights and responsibilities of employees and employers

training (induction, refresher and new skills) materials

use of contractors

work site access security clearance procedures.

Consumables may include:

air freshener

bin liners

hand towel

soap

toilet paper.

Equipment may include:

access equipment - various types

bins - various types

brooms - various types

buckets

buffers - various types

cleaning trolley

cloths

cobwebber

doodle bag holder

drop sheets

drying equipment

dust pans and brushes

dusters - various types

extension poles

extraction units, wand and hand tools

hoses

ladders

mops

personal protective equipment

polishers

pressure-washing equipment and attachments

scouring pads

scrapers

scrubbers - various types

site communication devices

sponges

spray bottles

squeegee

steam cleaners

sweepers - various types

vacuum cleaners and attachments - various types

window cleaning equipment.

Interpersonal skills and communication techniques may include:

active listening to clarify and confirm understanding

constructive feedback

control of tone of voice and body language

culturally aware/sensitive use of language and concepts

language - accurate, articulate and concise

language - verbal or non-verbal

presentation of options and consequences

providing an opportunity for the client to confirm their request

questioning techniques to clarify and confirm the client's needs

questioning to clarify and confirm the client's understanding

summarising and paraphrasing to check understanding of client's message

use of effective presentation aids (audiovisual slides, diagrams, photos, pictures)

using appropriate body language.

Manufacturers' specifications may include:

equipment operational manuals

instructional guides

material safety data sheets

other resources supplied by the manufacturer (such as laminated cards notices, wall posters)

product labels

safety instructions pre-printed on equipment.

Occupational health and safety* (OHS) requirements may relate to:

allergic reactions (contact dermatitis, etc)

communication devices for remote and isolated locations e.g. mobile phone, two-way radio, etc

dermatoxicological control and prevention measures

emergency procedures for eye and skin contact, inhalation and ingestion of toxic substances

hazard identification and risk assessment mechanisms

hazard reporting

health surveillance and monitoring (including blood testing)

hierarchy of hazard control procedures

injury, dangerous occurrence and incident reporting requirements

keeping access ways clear from obstruction

maintaining clear access ways

maintenance procedures for equipment and PPE

national industry standards/codes of practice

OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)

protection from hazardous substances, noise and dust

protection of people in the workplace

routes of entry and potential symptoms of exposure from chemicals

safety training (induction and refresher)

ultraviolet light

up-to-date electrical test and tag compliance

use of chemicals in accordance with labels

use, storage and maintenance of equipment in accordance with manufacturers' specifications and equipment operating manuals

use, storage and maintenance of personal protective equipment and clothing.

* Also known as occupational safety and health or workplace health and safety

Personal protective equipment (PPE) may include:

ear muffs/plugs

gloves - non-permeable

goggles

high-visibility vests/clothing

overalls and other protective clothing

respirator

safety glasses

safety shoes

splash-proof face masks

sun protection

tongs

ultraviolet protection

wet-work clothing.

Rights and responsibilities of employees may relate to:

confidentiality and privacy rights

duty of care

knowing the appropriate personnel for reporting purposes

knowing the location of manuals and/or related documents

knowing the terms and conditions of own employment

knowing the workplace procedures

protection from discrimination and sexual harassment.

Rights and responsibilities of employers may relate to:

duty of care

providing a safe environment free from discrimination and sexual harassment (see relevant state and Commonwealth anti-discrimination legislation)

providing a safe workplace in accordance with OHS legislation, codes of practice, regulations and standards

providing information and training in work tasks, OHS and other employment related matters

the right to dismiss you if you (see the Commonwealth Workplace Relations Act 1996):

are negligent, careless or cause an accident

commit a criminal offence

commit acts of disloyalty such as revealing confidential information

use abusive language.

Work order information may include:

access to work site and egress points

budget allocations

completion times/dates

insufficient people to complete the work task(s)

job requirements and tasks

legislative requirements and local government

OHS requirements and emergency response procedures

resource requirements - equipment and chemicals

specific client requirements e.g. relationships with other activities, dress and presentation requirements

use of signage and barriers

work schedules

working in isolated and remote locations

work site contact person(s).

Work restrictions may include:

amount of cleaning anticipated

client activity

employee(s) level of literacy and/or communication skills

faulty or inappropriate equipment

site hazards

skills of the work unit/team

staffing resources

time limitations.

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