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Elements and Performance Criteria

  1. Coordinate information on international students' pastoral care needs
  2. Provide effective advisory services to students
  3. Ensure compliance with legislation, regulations, codes and organisational policies
  4. Manage information and resources relating to provision of pastoral care
  5. Coordinate quality assurance processes for provision of pastoral care

Required Skills

Required skills

communication skills to interact effectively in an intercultural context with clients coworkers and stakeholders to handle sensitive matters to effectively gather convey receive and act on information to use effective questioning and active listening techniques to apply appropriate crosscultural communication techniques to overcome communication barriers and to give and receive feedback

initiative and enterprise skills to access and consult relevant people and to manage compliance and risks associated with pastoral care provision

learning skills to access and understand requirements of relevant legislation and regulations particularly the Education Services for Overseas Students ESOS Act and subsequent amendments and related legislation Department of Immigration and Citizenship DIAC guidelines for international students under years of age child protection occupational health and safety and privacy and confidentiality

literacy skills to gather and record information relevant to provision of pastoral care services to interact with others and report on compliance and outcomes planning and organising skills to maintain an accessible contact list

problemsolving skills to resolve issues and conflict and to negotiate outcomes

selfmanagement skills to provide adequate and accurate information to students and to plan and support provision of pastoral care services

technology skills to use a computer and other office equipment to access record and retrieve information relevant to pastoral care and related student services

Required knowledge

aspects of pastoral care offered in a range of settings

crosscultural communication principles and protocols

impact and influence of cultural difference on provision of pastoral care services

international education workplace environment

legislative and regulatory requirements governing overseas students studying in Australia under the auspices of an Australian organisation

limitation of responsibility and own role parameters in coordinating pastoral care provision in relation to the roles of pastoral care specialisations both within and external to the organisation

organisational policies and procedures

own work role and teams work role

position and work roles of organisational personnel

requirements of education and training legislation

student support services and systems such as learning support and counselling services

types of issues that could concern international students such as

student wellbeing and welfare such as cultural adjustment crosscultural communications and expectations illnesses accidents mental health problems accommodation financial matters loneliness and isolation

courserelated issues such as student progress access to services English language and other support

grievances and concerns such as assessment and marking concerns bullying or intimidation crimes property and personal security issues

compliance related issues such as nonattendance or insufficient attendance visa noncompliance interruption of studies

staffing related issues such as professional limitation of staff responsibility and parameters of roles staff performance studentteacher workplace behaviour expectations differentiation among staff roles and managing staff workloads time and resources

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

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

applying and monitoring crosscultural communication in the provision of pastoral care services in an international education context

providing relevant information and quality advice about the provision of pastoral care services in relation to international education at the appropriate work role level

coordinating reviewing and improving the provision of pastoral care services in line with organisational policies legislative and regulatory requirements

knowledge of legislative and regulatory requirements governing overseas students studying in Australia

Context of and specific resources for assessment

Assessment must ensure

access to opportunities to participate in a range of practical exercises and projects

access to relevant documents

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

evaluation of supervisors reports

analysis of projects case studies completed records and reports developed by the candidate

review of organisational risk management strategies established and promoted in relation to the provision of pastoral care services

oral or written questioning to assess knowledge of impact and influence of cultural difference on the provision of pastoral care services

evaluation of communication of compliance information in relation to clients and stakeholders

review of reporting on student satisfaction survey with pastoral care services

analysis of documentation reviewing trends in the provision and uptake of pastoral care services

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

other educational administration units

customer service units


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.

Student groups and individuals may include:

international students in:

English Language Intensive Courses for Overseas Students (ELICOS) centres

institutes and private colleges

pre-university and bridging programs

primary and secondary schools

universities

nationally based groups or other international student support organisations and groups

students who could have specific support needs:

first year students

groups defined by religious or cultural background

postgraduate students

students identified as being at risk

students under 18 years of age

students with dependents

Relevant legislation, regulations and codes may include:

current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to:

anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance

business compliance relevant to work roles

child protection legislation and regulations

ESOS Act, subsequent amendments and related legislation

employment, education and training - relevant to onshore and offshore provision

environmental issues

ESOS Assurance Fund requirements

immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT )

National Code of Practice for Registration Authorities and Providers of International Education and Training

occupational health and safety

privacy and confidentiality

relevant state/territory tenancy Acts

relevant state/territory education legislation and regulations relating to overseas student accommodation for under 18 year olds

Transnational Quality Strategy (2005)

workplace employment practices and industrial relations

quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices

Pastoral care specialisations may include:

academic course advice

accommodation advice and information, including homestay programs

careers counselling

chaplaincy services

disability services

financial advice

international student advice

language and learning support

medical and health services

residential advisory services

student counselling

Standards applicable to the delivery of pastoral care services may include:

Australia Quality Training Framework (AQTF) Standards for Registered Training Organisations, the nationally agreed standards for vocational training and education - includes coverage of delivery and assessment, client services requirements and records

National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students

Pastoral care services external to the organisation may include:

community support services such as interpreters

ethnic support groups

gambling and drug-related support services

mental illness services

religious groups

telephone counselling emergency and crisis support services

Student support programs may include:

community links programs

crime awareness and prevention programs

cultural support programs

first year support programs

homestay programs

orientation programs

peer support and mentoring programs

postgraduate programs

pre-departure programs

returning home programs

spouse and dependent support programs