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Elements and Performance Criteria

  1. Implement policies and procedures for managing issues and incidents
  2. Communicate policies and procedures in relation to issues and incidents resolution
  3. Facilitate and review compliance with organisational policies and procedures for dealing with and managing issues and incidents
  4. Resolve issues and incidents

Required Skills

Required skills

communication skills to interact effectively in an intercultural context with clients coworkers and stakeholders dealing with issues and incidents relevant to work role to communicate policies and procedures within a team to apply conflict resolution skills including negotiation in issues resolution to interact appropriately with the variety of people who may be involved to record key facts and related information during resolutions of issues and incidents to participate in staff debriefing processes

initiative and enterprise skills to arrange staff schedules and activities

literacy skills to accurately report record and present research information and information about issues and incidents

management skills to manage information and communication processes to lead and manage others in resolving issues and incidents to ensure correct implementation of policies and procedures to identify and manage risks to manage for quality including reviewing and adjusting policies

planning and organising skills to maintain relevant records particularly files dealing with issues and incidents to ensure availability of adequate resources to refer to appropriate people or agencies

problemsolving skills to investigate and resolve problems which could arise in providing information to stakeholders to assist others to resolve issues

research skills to conduct information research to source collect analyse and evaluate data

selfmanagement skills to remain calm and controlled under pressure to set and maintain boundaries and to prioritise own activities

technology skills to use technology appropriate to an issue and incident resolution context such as communication technologies

Required knowledge

relevant legislative and regulatory requirements

organisational development and behaviour and human behaviour and responses to issues and incidents

organisational structure and relationship of functions in an international education organisation

principles and practices of quality management as they relate to managing issues and incidents in an international education organisation including

continuous improvement

client service leadership and strategic management

policies and procedures development and implementation

information and communication provision

management of operations resources people and records

risk identification and management

recognising own roles and responsibilities in the following types of incidents

reporting crime injury serious or contagious illness or death

delivering sensitive information

dealing with academic difficulties or failure breaches of confidentiality unexplained absence of students harassment threats to personal safety and health problems

types of issues that could occur in an international education organisation including

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

establishing implementing and improving policies and procedures to manage the range of possible issues and incidents in an international education organisation

resolving issues and incidents using appropriate crosscultural and other communication strategies negotiation and communication skills and undertaking appropriate consultation and reporting

knowledge of relevant legislative and regulatory requirements

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 on how the candidate manages issues and critical incident resolution

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

review of communication of organisational policies and procedures for managing the resolution of a range of potential issues and incidents

oral or written questioning to assess knowledge of risk identification and management

review of information provided to staff who have responsibility for issues and incidents resolution

observation of presentation of reports to decision makers on progress and outcomes of responses to issues and incidents

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


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.

Day-to-day issues may include:

academic or educational progress

accommodation and welfare

cultural adjustment

illness

non-compliance situations

student finances

training and assessment

work role

Day-to-day incidents may include:

conflict

harassment (for example, racial or sexual)

need to deliver sensitive information

non-compliance situations

theft

unexplained student absence

Serious issues may include:

academic failure

accommodation including conflict and lack of accommodation

health issues including mental or physical illness

need to deliver serious and sensitive information, for example relating to family

non-compliance

unresolved or critical grievance

Critical incidents may include:

accidents

critical, serious or contagious illness

death

disappearance of students

incidents involving mental health problems

serious crime affecting clients or co-workers

Organisational policies and procedures may include:

international student-specific documented policies and procedures in relation to dealing with issues and incidents

other organisational documented procedures, for example for resolving grievances, for communicating with clients, for managing human and other resources

Organisational policies and procedures for managing the resolution of a range of potential issues and incidents must include:

communication channels

reporting lines

Relevant stakeholders may include:

agents

consular staff

government or agency personnel

homestay providers

organisation personnel

parents

students

Legislative and regulatory compliance requirements 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

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

OHS

privacy and confidentiality

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

Risk management processes and strategies may include:

risk management and control measures could include:

coaching and training staff

communicating legislative and regulatory requirements

developing compliance strategies

undertaking a structured process that identifies possible risks, assesses the likelihood and consequences of risks, and identifies effective control measures