1. Respond to changes in workplace legislative and administrative requirements
   • Respond to changes in legislative and administrative requirements relating to workplace procedures and practices effectively and promptly, within the technician's scope of responsibility
   • Apply knowledge of relevant organisational and OHS policies and procedures and where needed clarify with the relevant persons
2. Maintain services and operations
   • Ensure workplace procedures undertaken meet quality, OHS and delivery specifications
   • Offer accurate information and advice where required according to organisational requirements
   • Pass on information which affects customers and the efficiency of operations and services to relevant persons as required
   • Note factors which may cause operations and services to be disrupted and take appropriate measures to minimise their effect
   • Maintain and comply with systems to monitor quantity, quality, cost and time specification for service product delivery
3. Make positive contributions in a team environment
   • Respond to other team members' contributions in a positive and supportive manner
   • Respond to conflict with and between colleagues positively to assist with creating an atmosphere of conciliation and compromise
   • Offer support to colleagues in conflict with others in accordance with organisational requirements
4. Maintain conditions for an effective and safe working environment
   • Inspect, maintain, use and store safety and personal protective equipment in accordance with industry and legislative requirements and manufacturers' requirements
   • Identify and report potential and actual safety incidents in accordance with organisational requirements
   • Drive and maintain motor vehicles in accordance with organisational requirements
   • Identify situations outside the technician's scope of responsibility and where appropriate discuss with the relevant persons
5. Apply First Aid procedures in the workplace
   • Apply basic First Aid procedures within the technician's scope of responsibility and in accordance with knowledge of First Aid, OHS procedures and other specified organisational policies and procedures
   • Report injuries in the workplace in accordance with the relevant OHS policy

Refer to Evidence Guide

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit of competency 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

The structure roles and procedures of the organisation

The purpose and structure of equal employment opportunities EEO legislation

The purpose and function of the industrial award system

The role and function of workplace teams

The importance of workable compromises and team collective responsibility

The roles of employees and employers in the team structure

Employee support systems within the organisation

Procedures for reporting incidents and accidents

Contingency measures for dealing with incidents outside of technicians area of responsibility and experience

Reasons and methods of ensuring vehicle stock levels are constantly maintained

Basic service vehicle daily maintenance procedures

Basic workplace housekeeping principles and practices

The structure and purpose of MSDS

A basic understanding of employer employee responsibilities rights and obligations relevant to OHS

The implications of not adhering to safety procedures and instructions

The purpose and types of workplace safety signs

Reason for using personal protective equipment

Procedures for working in high temperature environments ambient and enclosed work areas

The purpose of CPR and EAR emergency procedures

The responsibilities of the First Aider in context with the basic First Aid procedures relative to those in the range statement

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These relate to the ability to

comply with workplace instructions and procedures

plan and organise work effectively

solve problems and respond to conflict positively

use interpersonal skills that facilitate effective customer service

contribute to dispute resolution

utilise safe and efficient work practices

work safely in high ambient conditions

select and use personal protective equipment

apply basic First Aid techniques

apply CPR and EAR First Aid techniques

apply language and literacy skills to

locate interpret and use relevant information

interpret and comply with regulatory information

use active listening techniques

Other units of competency that could be assessed with this unit

This unit could be assessed on its own or in combination with other competencies relevant to the job function for example PRMCMNA Provide effective customer service

This unit could be assessed on its own or in combination with other competencies relevant to the job function, for example PRMCMN202A Provide effective customer service.

Resources required to assess this unit

The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace This includes access to

an actual or a simulated workplace environment

assessment documentation

relevant documentation service manuals policy and procedure manuals and resources

accident forms and MSDS

training 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 or assessment team working together to conduct the assessment The competency is to be demonstrated in a range of situations which may include customerworkplace interruptions and involvement in related activities normally experienced in the workplace

Evidence of competency may be obtained from observation of relevant activities within the workplace If this is not practicable observation in realistic simulated workplace team situations including conflict resolution may be substituted

Oral or written questioning methods covering hypothetical situations may also be used to assess competence In assessment situations where the candidate is offered a preference between oral questioning and written assessment questions are to be identical

Basic First Aid procedures are to be assessed under simulated conditions off the job

Evidence of competency may be derived from observation of the following

selecting and using approved personal protective equipment in relevant designated work areas

adhering to all required workplace housekeeping practices

compliance with all workplace safety requirements

the ability to carry out daily routine service vehicle maintenance checks

ensuring service vehicle stock levels are maintained

effective interaction with customers internal and external

Supplementary evidence may be obtained by relevant authenticated written correspondence from supervisors team leaders or management staff Additional evidence may be obtained from relevant workplace audit reports clientcustomer survey reports company appraisal reports or customer satisfaction surveys if necessary

Information derived from assessing knowledge of specific enterprise policy procedures and practices must be treated as commercialinconfidence

Note CPR and EAR First Aid techniques are included due to the amount of service work conducted at a customers premises where access to First Aid may not be easily available It is considered that skill in these techniques may contribute to the safety of other team members when working in remote locations Training and assessment can only be carried out by persons holding at least a current Level First Aid Certificate or equivalent

Performance and assessment of this unit must be carried out within the relevant requirements of the following legislative and industry framework

building Actsregulationscodes

Australian Standards identified as relevant to the required maintenance procedure

environmental regulations

manufacturers specifications

organisational requirements including OHS policies and procedures

OHS legislation codes and regulations

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs They are fundamental processes and generally transferable to other work environments Some of these work processes are covered by the key competencies listed below Information provided to each question highlights how these processes are applied in this unit of competency

The number in brackets indicates the level to which the key competency should be demonstrated