Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBEDU302 Mapping and Delivery Guide
Assist in resolution of issues and incidents in an international education environment

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBEDU302 - Assist in resolution of issues and incidents in an international education environment
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to contribute to the resolution of issues and incidents in an international education environment. It emphasises applying processes to appropriately deal with day-to-day issues and incidents, as well as serious issues and critical incidents, including providing support to clients and others.It applies to individuals carrying out administration work, with some supervision and guidance, in an international education environment. They may work in the administration of education programs and projects in organisations from one or more international education sectors. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Contribute to issue resolution and incident response processes
  • Deal effectively with daytoday issues and daytoday incidents
  • Identify and follow organisational policies and procedures for dealing with critical incidents
  • Contribute to the resolution of serious issues
  • Contribute to response processes in the event of critical incidents
  • Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals
  • Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements
  • Contribute to debriefing procedures after an issue/incident
       
Element: Contribute information for distribution to those affected by issues and incidents
  • Identify types of information required to resolve issues and incidents
  • Collect and collate current, relevant information from appropriate sources
  • Maintain accessible files of current, relevant information
  • Develop and maintain an accessible comprehensive network contacts list
  • Review and update information on a regular basis
  • Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures
       
Element: Communicate effectively with those affected by issues and incidents
  • Assess situation according to organisational policy
  • Use communication strategies appropriate for individual situations, in line with organisational requirements
  • Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents
  • Arrange access to counsellors or other support people if and when required
       
Element: Contribute to records and team reports on issues and incidents
  • Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents
  • Participate in team activities for assessing details of progress and outcomes of issues and incidents
  • Interact and consult with team members to record and report issues and incidents
  • Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable
       
Element: Contribute to development of organisational policies and procedures for the resolution of issues and incidents
  • Apply relevant organisational policies and procedures for the resolution of issues and incidents
  • Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers
  • Suggest adjustments to organisational policies and procedures based on outcomes reports
       
Element: Provide advice to clients in resolving issues and incidents
  • Establish or contribute to protocols and processes for resolving issues and dealing with incidents
  • Apply appropriate advisory processes according to individual client needs
  • Communicate processes to relevant stakeholders
  • Consult with relevant stakeholders to evaluate process outcomes
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Contribute to issue resolution and incident response processes

1.1 Deal effectively with daytoday issues and daytoday incidents

1.2 Identify and follow organisational policies and procedures for dealing with critical incidents

1.3 Contribute to the resolution of serious issues

1.4 Contribute to response processes in the event of critical incidents

1.5 Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals

1.6 Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements

1.7 Contribute to debriefing procedures after an issue/incident

2 Contribute information for distribution to those affected by issues and incidents

2.1 Identify types of information required to resolve issues and incidents

2.2 Collect and collate current, relevant information from appropriate sources

2.3 Maintain accessible files of current, relevant information

2.4 Develop and maintain an accessible comprehensive network contacts list

2.5 Review and update information on a regular basis

2.6 Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures

3 Communicate effectively with those affected by issues and incidents

3.1 Assess situation according to organisational policy

3.2 Use communication strategies appropriate for individual situations, in line with organisational requirements

3.3 Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents

3.4 Arrange access to counsellors or other support people if and when required

4 Contribute to records and team reports on issues and incidents

4.1 Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents

4.2 Participate in team activities for assessing details of progress and outcomes of issues and incidents

4.3 Interact and consult with team members to record and report issues and incidents

4.4 Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable

5 Contribute to development of organisational policies and procedures for the resolution of issues and incidents

5.1 Apply relevant organisational policies and procedures for the resolution of issues and incidents

5.2 Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers

5.3 Suggest adjustments to organisational policies and procedures based on outcomes reports

6 Provide advice to clients in resolving issues and incidents

6.1 Establish or contribute to protocols and processes for resolving issues and dealing with incidents

6.2 Apply appropriate advisory processes according to individual client needs

6.3 Communicate processes to relevant stakeholders

6.4 Consult with relevant stakeholders to evaluate process outcomes

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Contribute to issue resolution and incident response processes

1.1 Deal effectively with daytoday issues and daytoday incidents

1.2 Identify and follow organisational policies and procedures for dealing with critical incidents

1.3 Contribute to the resolution of serious issues

1.4 Contribute to response processes in the event of critical incidents

1.5 Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals

1.6 Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements

1.7 Contribute to debriefing procedures after an issue/incident

2 Contribute information for distribution to those affected by issues and incidents

2.1 Identify types of information required to resolve issues and incidents

2.2 Collect and collate current, relevant information from appropriate sources

2.3 Maintain accessible files of current, relevant information

2.4 Develop and maintain an accessible comprehensive network contacts list

2.5 Review and update information on a regular basis

2.6 Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures

3 Communicate effectively with those affected by issues and incidents

3.1 Assess situation according to organisational policy

3.2 Use communication strategies appropriate for individual situations, in line with organisational requirements

3.3 Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents

3.4 Arrange access to counsellors or other support people if and when required

4 Contribute to records and team reports on issues and incidents

4.1 Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents

4.2 Participate in team activities for assessing details of progress and outcomes of issues and incidents

4.3 Interact and consult with team members to record and report issues and incidents

4.4 Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable

5 Contribute to development of organisational policies and procedures for the resolution of issues and incidents

5.1 Apply relevant organisational policies and procedures for the resolution of issues and incidents

5.2 Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers

5.3 Suggest adjustments to organisational policies and procedures based on outcomes reports

6 Provide advice to clients in resolving issues and incidents

6.1 Establish or contribute to protocols and processes for resolving issues and dealing with incidents

6.2 Apply appropriate advisory processes according to individual client needs

6.3 Communicate processes to relevant stakeholders

6.4 Consult with relevant stakeholders to evaluate process outcomes

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Deal effectively with daytoday issues and daytoday incidents 
Identify and follow organisational policies and procedures for dealing with critical incidents 
Contribute to the resolution of serious issues 
Contribute to response processes in the event of critical incidents 
Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals 
Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements 
Contribute to debriefing procedures after an issue/incident 
Identify types of information required to resolve issues and incidents 
Collect and collate current, relevant information from appropriate sources 
Maintain accessible files of current, relevant information 
Develop and maintain an accessible comprehensive network contacts list 
Review and update information on a regular basis 
Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures 
Assess situation according to organisational policy 
Use communication strategies appropriate for individual situations, in line with organisational requirements 
Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents 
Arrange access to counsellors or other support people if and when required 
Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents 
Participate in team activities for assessing details of progress and outcomes of issues and incidents 
Interact and consult with team members to record and report issues and incidents 
Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable 
Apply relevant organisational policies and procedures for the resolution of issues and incidents 
Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers 
Suggest adjustments to organisational policies and procedures based on outcomes reports 
Establish or contribute to protocols and processes for resolving issues and dealing with incidents 
Apply appropriate advisory processes according to individual client needs 
Communicate processes to relevant stakeholders 
Consult with relevant stakeholders to evaluate process outcomes 

Forms

Assessment Cover Sheet

BSBEDU302 - Assist in resolution of issues and incidents in an international education environment
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBEDU302 - Assist in resolution of issues and incidents in an international education environment

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: