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

ICAICT202A Mapping and Delivery Guide
Work and communicate effectively in an IT environment

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICAICT202A - Work and communicate effectively in an IT environment
Description This unit describes the performance outcomes, skills and knowledge required to work and communicate effectively within organisational policies and governance arrangements using information technology (IT) systems, equipment and software.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to individuals undertaking an information and communications technology (ICT) user-support role in a small office environment.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
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: Prepare to communicate and work effectively within an IT organisation
  • Gather input from sources of information to develop, refine and document the ICT roles and services in an organisation
  • Develop clear knowledge of enterprise policies, procedures and organisational requirements
  • Document IT policy and procedures and determine whether they are applied in practice
  • Determine key players within the organisation and their role and importance
       
Element: Use positive and varied communication strategies with ICT clients
  • Receive requests and enquiries regarding the use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner
  • Respond appropriately to client and colleague requirements and identify options
  • Present written information and ideas in clear and concise language to ensure the intended meaning is understood
  • Record information or messages and refer client requests to the appropriate person according to organisational procedures
  • Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
  • Escalate inquiries that cannot be satisfied immediately
  • Supply follow-up information to client as required in a timely manner
  • Accommodate cultural differences in the workplace
       


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.

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 ability to:

process internal and external requests according to organisational policies and requirements

respond promptly to client enquiries and requests from colleagues.

Context of and specific resources for assessment

Assessment must ensure access to:

a workstation

a range of IT equipment, operating systems, software and technical information

organisational policies, procedures and governance documents

appropriate learning and assessment support when required.

Where applicable, physical resources should include equipment modified for people with special needs.

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 observation of candidate responding to clients’ requests and enquiries relating to the organisation’s IT systems, equipment and software

review of candidate’s collection of documented written messages and records

verbal or written questioning to assess candidate’s knowledge of organisational key roles, and technical capability and requirements.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

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.

Required skills

communication skills to:

clarify the needs of customers

deliver required level and quality of customer service

relate to people from diverse backgrounds and people with diverse abilities

request advice, receive feedback and work with a team

literacy skills to interpret:

relevant organisational policies and governance documentation

technical information, such as maintenance requirements for equipment

planning and organisational skills to plan work priorities and arrangements

technical skills to:

match equipment service requirements with maintenance processes

use IT equipment, operating systems and software.

Required knowledge

current industry-accepted hardware and software:

products, with broad knowledge of features and capabilities

product directions

operational environment:

customer base

company products

services

organisational policies and procedures that cover:

code of conduct

mission statement

routine work processes

systems, management structure and governance arrangements

principles of EEO and anti-discrimination

role and positioning of IT within the overall business objectives of the organisation.

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.

Sources of information may include:

brochures and pamphlets

campaign briefs

internet and intranet

instruction or product manuals

supervisors and other staff.

Enterprise policies and procedures may include:

financial and decision-making delegations

referral and escalation paths

scope of the services to be provided.

Organisational requirements may include:

access and equity principles and practice

business and performance plans

defined resource parameters

ethical standards

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

OHS policies, procedures and programs

quality and continuous improvement processes and standards

quality assurance and procedures manual.

Key players may include:

employer organisations

industry publications and government departments involved in IT industry promotion

IT organisations

IT professional bodies

relevant unions

vendors of IT products and services.

Equipment may include:

hard drives

hubs

modems and other connectivity devices, such as digital subscriber line (DSL) modems

monitors

personal computers (PCs)

personal digital assistants (PDAs)

printers

switches

workstations

other peripheral devices.

Operating systems may include:

GNU and Linux

Mac OS X

Microsoft Windows

Unix-like operating systems:

HP-UX

IBM AIX

Silicon Graphics IRIX

Sun Solaris.

Software may include:

commercial software applications

organisation-specific software.

Respond appropriately may relate to:

answering enquiries promptly and appropriately

discussing, agreeing and recording supply arrangements with client

recording details in enterprise system

using appropriate questioning and active listening techniques to understand client needs and determine support requirements

using clear, simple and easy to understand language

ensuring responses are comprehensive.

Client may include:

employees

external organisations

individuals

internal departments

work colleagues.

Written information may include:

briefing notes

electronic mail

fax

general correspondence

handwritten and printed materials

internal memos

telephone messages.

Appropriate person may include:

authorised business representative

client

supervisor.

Cultural differences may relate to:

content of emails and business documents

customer service

design of templates

policies relating to safety standards

quality

security

the way people interact with each other.

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
Gather input from sources of information to develop, refine and document the ICT roles and services in an organisation 
Develop clear knowledge of enterprise policies, procedures and organisational requirements 
Document IT policy and procedures and determine whether they are applied in practice 
Determine key players within the organisation and their role and importance 
Receive requests and enquiries regarding the use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner 
Respond appropriately to client and colleague requirements and identify options 
Present written information and ideas in clear and concise language to ensure the intended meaning is understood 
Record information or messages and refer client requests to the appropriate person according to organisational procedures 
Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry 
Escalate inquiries that cannot be satisfied immediately 
Supply follow-up information to client as required in a timely manner 
Accommodate cultural differences in the workplace 

Forms

Assessment Cover Sheet

ICAICT202A - Work and communicate effectively in an IT 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

ICAICT202A - Work and communicate effectively in an IT 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: