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

ICTICT202 Mapping and Delivery Guide
Work and communicate effectively in an ICT environment

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICTICT202 - Work and communicate effectively in an ICT environment
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to work and communicate effectively within organisational policies and governance arrangements, using information and communications technology (ICT) systems, equipment and software.It applies to individuals who may work under supervision with responsibility to support others within a small office environment.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.

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:

a workstation

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

organisational policies, procedures and governance documents.

Assessors must satisfy NVR/AQTF assessor requirements.
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: Prepare to communicate and work effectively within an ICT organisation
  • Gather input from sources of information to develop, refine and document ICT roles and services in an organisation
  • Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination
  • Identify ICT 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 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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Prepare to communicate and work effectively within an ICT organisation

1.1 Gather input from sources of information to develop, refine and document ICT roles and services in an organisation

1.2 Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination

1.3 Identify ICT policy and procedures, and determine whether they are applied in practice

1.4 Determine key players within the organisation and their role and importance

2. Use positive and varied communication strategies with ICT clients

2.1 Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner

2.2 Respond appropriately to client and colleague requirements, and identify options

2.3 Present written information and ideas in clear and concise language to ensure the intended meaning is understood

2.4 Record information or messages and refer client requests to the appropriate person according to organisational procedures

2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

2.6 Escalate inquiries that cannot be satisfied immediately

2.7 Supply follow-up information to client as required in a timely manner

2.8 Accommodate cultural differences in the workplace

Evidence of the ability to:

gather information about the organisation and incorporate in communications

process internal and external requests according to organisational policies and requirements

respond promptly to client enquiries and requests from colleagues.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe current industry accepted hardware and software including:

features and capabilities

product directions

outline the operational environment, including the:

customer base

company products

services

outline the organisational policies and procedures that cover:

code of conduct

mission statement

routine work processes

systems, management structure and governance arrangements

outline the principles of equal employment opportunity (EEO) and anti-discrimination

explain the role and positioning of information and communications technology (ICT) within the overall business objectives of the organisation.

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. Prepare to communicate and work effectively within an ICT organisation

1.1 Gather input from sources of information to develop, refine and document ICT roles and services in an organisation

1.2 Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination

1.3 Identify ICT policy and procedures, and determine whether they are applied in practice

1.4 Determine key players within the organisation and their role and importance

2. Use positive and varied communication strategies with ICT clients

2.1 Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner

2.2 Respond appropriately to client and colleague requirements, and identify options

2.3 Present written information and ideas in clear and concise language to ensure the intended meaning is understood

2.4 Record information or messages and refer client requests to the appropriate person according to organisational procedures

2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

2.6 Escalate inquiries that cannot be satisfied immediately

2.7 Supply follow-up information to client as required in a timely manner

2.8 Accommodate cultural differences in the workplace

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 ICT roles and services in an organisation 
Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination 
Identify ICT 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 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

ICTICT202 - Work and communicate effectively in an ICT 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

ICTICT202 - Work and communicate effectively in an ICT 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: