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Elements and Performance Criteria

1. Contribute to team effectiveness
   • Contribute to the development of team plans, roles and responsibilities in accordance with company requirements
   • Encourage identification and utilisation of the skills and knowledge of team members to enhance team performance in accordance with company requirements
   • Encourage and facilitate open communication within the team through effective interpersonal skills and communication techniques to ensure full understanding and accurate exchange of information amongst team members in accordance with company requirements
   • Assist in the distribution of company policies and procedures, legislative and occupational health and safety (OHS) to team members in accordance with company requirements
2. Provide leadership within the team
   • Assist other team members to achieve team and organisational goals and objectives in accordance with company requirements
   • Provide encouragement to individuals and the work team to participate in relevant developmental opportunities in accordance with company requirements
   • Provide coaching and mentoring to team members as required for the achievement of team and organisational goals in accordance with company requirements
   • Assist in the identification and resolution of conflict situations with the work team in accordance with company requirements
   • Assist in identifying the causes of any work restrictions affecting the completion of the work order and offer suggestions for improvements in work practices 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 support leadership in the workplace 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

Effective communication on a onetoone basis and to a small group

Demonstrating leadership and team building in the workplace

Encouraging the support and development of team members in the workplace

Compliance with company and legislative 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

Knowledge of organisational procedures appropriate to own role responsibility and delegation requirements

Knowledge of principles of teamwork

Communication and negotiation techniques

Quality assurance procedures

Relevant industrial awards and other industrial agreements

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

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

applying effective interpersonal skills

communicating clearly and concisely using written and verbal modes

planning

problem solving

requesting advice or further information

seeking and receiving feedback

working as part of a team

displaying team leadership

sourcing organising and recording information

customer service

Resources required to assess this unit

The following resources should be available

work order and client specifications

access to relevant information and work sites

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						Communicate to team members safe work practices in line with OHS and company policies
How can information be collected analysed and organised						Collect and analyse information to provide support and assistance for team members
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						Monitor and support individual or group contributions and provide constructive feedback for integration into routine tasks
How can the use of mathematical ideas and techniques be applied						Calculate return of investment of providing coachingmentoring in the workplace
How can problemsolving skills be applied						Communicate with management and client to gain information to solve problems
How can the use of technology be applied						Record data for future use for individuals and the work team

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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.

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.

Development opportunities may include:

career pathways

in-house training programs

job rotation

mentoring opportunities

New Apprenticeships.

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

demonstrating flexibility and a willingness to negotiate

language - verbal or non-verbal

language - accurate, articulate and concise

presentation of options and consequences

reflection and summarising

seeking feedback to confirm understanding of needs

summarising and paraphrasing to check understanding

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

use of positive, confident and cooperative language

using appropriate body language.

Legislative requirements may include:

Australian Standards, quality assurance and certification requirements

award and enterprise agreements

codes of practice

national industry standards

relevant Commonwealth/state/territory legislation and local government regulations that affect company operation:

anti-discrimination and diversity

availability of chemical registers/manifests

chemical controls

consumer protection

environmental protection issues

equal employment opportunity

freedom of information

industrial equipment certificates of competency or licences

industrial relations

OHS Acts and regulations

privacy

trade practices

workplace consultative arrangements.

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

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

Organisational goals may include:

budgetary and profit targets

client service standards

company service standards.

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

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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