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Elements and Performance Criteria

1. Develop workplace relations knowledge
   • Current and historical information on workplace relations framework and legislation is sourced, reviewed, interpreted and confirmed.
   • Changes to workplace relations framework and legislation are monitored, interpreted and applied.
   • Personal knowledge gaps are identified and appropriate training or information is sought in consultation with relevant manager.
   • Complex issues are referred to senior staff and reviewed to develop knowledge.
2. Develop enquiry response capability
   • Roles and responsibilities of various stakeholders in workplace relations matters are identified and confirmed with colleagues and relevant managers.
   • Common concerns and issues of various stakeholders in workplace relations matters, and past resolution details, are researched and interpreted to inform response to enquiries.
   • Difficulties in providing information are resolved promptly or referred to appropriate persons according to organisational policies.
   • Strategies for effective communication with diverse enquirers are researched, validated and implemented.
3. Interpret and communicate workplace relations information
   • Clients and colleagues are assisted to interpret the legislative requirements of workplace relations framework.
   • Compliance with workplace relations is promoted with relevant colleagues, stakeholders and groups.
4. Produce and monitor required records and reports
   • Enquiry records are completed, checked for accuracy and reviewed to identify trends and information gaps.
   • Records of referred enquiries are monitored to ensure resolution is achieved.
   • System reports are produced according to workplace requirements.
5. Contribute to improvements in information provision
   • Call trends are discussed with colleagues and relevant managers and response options are considered and applied.
   • Appropriate persons are notified of gaps in information resources.
   • Call management strategies are shared with colleagues and relevant managers, and suggestions for improvement are suggested, solicited and incorporated into work processes.

Required Skills

Required skills

language and literacy skills to research and study complex documents produce and review records and reports participate in and contribute to team meetings manage files selfmanagement skills to assess own capabilities to adequately respond to enquiries identify own learning and knowledge gaps learning skills to seek and implement continuous improvement in response capability interpersonal skills to use a range of strategies to communicate effectively with diverse enquirers teamwork skills to contribute to team discussions on process improvement planning and organisational skills to plan and prioritise work handle queries efficiently determine when it is appropriate to escalate response problemsolving skills to recognise problems or issues

Required knowledge

workplace policies and procedures in relation to context of information being sought workplace relations framework relevant federal state or territory and local legislation relating to workplace relations OHS human rights and equal employment opportunity privacy workplace relations information and issues including types of employment rights roles and responsibilities of parties in an employment relationship antidiscrimination conditions and entitlements transitional arrangements union issues factors indicating compliance noncompliance and breach of workplace relations legislation features and operation of information and communications technology and systems electronic and manual recording and reporting systems and procedures

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Assessment must confirm the ability to locate interpret and apply relevant workplace relations information communicate workplace relations information effectively to diverse stakeholders identify gaps in personal knowledge and access information to improve understanding monitor changes to workplace relations information contribute to process improvements Consistency in performance Competency should be demonstrated by participation in a range of activities to improve personal and organisational ability to provide appropriate workplace relations information effectively to diverse stakeholders
Context of and specific resources for assessment	Assessment must comply with organisational client management and health and safety procedures applicable regulations and codes Access may be required to a simulated work environment organisational policies and procedures workplace relations information
Guidance information for assessment	The following assessment methods are suggested oral questioning about location of workplace relations information identification of knowledge gaps activities undertaken to improve knowledge and ability and strategies for monitoring changes in workplace relations information observation of the candidate participating in team meetings and contributing to process improvement feedback from peers andor supervisor that the candidate consistently seeks to improve the provision of workplace relations information review of records completed by candidate or reports of performance In all cases practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly Questioning techniques should suit the language and literacy levels of the candidate

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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, if used in the performance criteria, is detailed below. 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) may also be included.
Monitoring workplace relations information may involve:	participation in team meetings regular review of staff bulletins, memos and emails subscription to and review of: relevant publications internet news services relevant website updates research into current trends and issues
Stakeholders may include:	employees employers trainees and apprentices employee representatives employer representatives union representatives
Diverse enquirers may include:	union members, representatives and officials employer associations employment agencies trainees and apprentices young people people with a first language other than English human resource and legal professionals bargaining agents students vulnerable people or their guardians people with disabilities employers employees

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