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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Advise and mediate with parties
   • Establish and agree upon an advisory and mediation process with parties.
   • Facilitate consultation between managers, supervisors, employees and union representatives.
   • Assess, interpret and provide relevant information to employees.
   • Undertake mediation between the parties where required.
   • Involve key stakeholders in negotiation, decision making and/or mediation processes.
   • Implement advisory and mediation services.
2. Counsel employees
   • Tailor counselling techniques and style to the situation and to a diverse workforce.
   • Apply active listening skills to formulate responses to employees.
   • Make referrals to support professionals and agencies to facilitate employee performance and wellbeing.
   • Maintain employee confidentiality.
3. Provide an employee information and advisory service
   • Promote employees’ access to the information and advisory service.
   • Identify employee needs or problems and provide relevant information.
   • Inform employees of all realistic options and advise on the benefits and risks associated with each.
   • Research and provide advice.
   • Seek feedback from employees on the extent to which service meets needs.
   • Provide feedback from advisory service on themes that stem from organisational issues with recommendations for how these may be addressed.
4. Advise and mediate with parties
   • Establish and agree upon an advisory and mediation process with parties.
   • Facilitate consultation between managers, supervisors, employees and union representatives.
   • Assess, interpret and provide relevant information to employees.
   • Undertake mediation between the parties where required.
   • Involve key stakeholders in negotiation, decision making and/or mediation processes.
   • Implement advisory and mediation services.
5. Counsel employees
   • Tailor counselling techniques and style to the situation and to a diverse workforce.
   • Apply active listening skills to formulate responses to employees.
   • Make referrals to support professionals and agencies to facilitate employee performance and wellbeing.
   • Maintain employee confidentiality.
6. Provide an employee information and advisory service
   • Promote employees’ access to the information and advisory service.
   • Identify employee needs or problems and provide relevant information.
   • Inform employees of all realistic options and advise on the benefits and risks associated with each.
   • Research and provide advice.
   • Seek feedback from employees on the extent to which service meets needs.
   • Provide feedback from advisory service on themes that stem from organisational issues with recommendations for how these may be addressed.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

explaining ideas to different audiences and obtaining their agreement

interpreting and explaining complex, formal documents and assisting others to apply them in the workplace

preparing written advice and reports requiring reasoning and precision of expression

undertaking discussion using exchange of complex oral information

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

procedures for handling complaints and grievances

case preparation and presentation techniques

conflict resolution techniques

negotiation and mediation techniques

external industrial relations systems

enterprise and workplace bargaining

changing economic, social, demographic and labour market conditions and educational trends

government employment relations system

organisational goals, policies and procedures relating to advisory and mediation services

jurisdictional legislation applying to advisory and mediation services, including privacy legislation, work health and safety, and environment

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