REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Relevant occupational health safety and environmental OHSampE protection policies and procedures

Workplace protocols and procedures for meeting customer and organisation needs including planning and quality improvement of services and operations

Problems that can occur when meeting customer and organisation needs and action that can be taken to resolve them

Required skills

Communicate and negotiate effectively with others when meeting customer and organisational needs

Read and interpret instructions procedures and information relevant to meeting customer and organisational needs

Identify and assess customer and organisational requirements

Use appropriate numeric functions when identifying customer needs

Complete documentation related to meeting customer and organisational needs where applicable

Operate electronic communication equipment in line with required protocol

Work collaboratively with others when meeting customer and organisational needs

Report and rectify within limits of own role problems that may arise when meeting customer and organisational needs in accordance with workplace procedures

Implement contingency plans for unanticipated situations that may occur when meeting customer and organisational needs

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

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

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies and other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials andor equipment andor

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment andor

in an appropriate range of situations in the workplace

Customers may be:

Depending on the type of organisation concerned and the local terminology used, organisational procedures may be known as:

Information and documentation may include:

Applicable regulations and legislation may include: