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

PUAECO001 Mapping and Delivery Guide
Operate telephony systems

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency PUAECO001 - Operate telephony systems
Description
Employability Skills
Learning Outcomes and Application This unit of competency involves the skills and knowledge required to operate telephony systems. It includes using and identifying faults in telephony systems.The unit applies to individuals working within an emergency communications centre.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 Emergency communications
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: Use telephony system
  • Telephony system is accessed and set up, in accordance with organisational procedures
  • Telephony system is operated, in accordance with organisational instructions
  • Telephony lines are accessed, in accordance with organisational procedures
  • Calls are answered, in accordance with organisational procedures and answering protocols
  • Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained
  • Telephony systems, caller line identification, mobile line identification and interfaces including call playback technology are accessed to locate and record information, in accordance with organisational procedures
  • Calls are terminated, in accordance with organisational procedures
       
Element: Telephony system is operated, in accordance with organisational instructions
       
Element: Telephony lines are accessed, in accordance with organisational procedures
       
Element: Calls are answered, in accordance with organisational procedures and answering protocols
       
Element: Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained
       
Element: Telephony systems, caller line identification, mobile line identification and interfaces including call playback technology are accessed to locate and record information, in accordance with organisational procedures
       
Element: Calls are terminated, in accordance with organisational procedures
       
Element: Identify faults in telephony system
  • Telephony system testing is conducted, in accordance with organisational instructions, policies and procedures
       
Element: Telephony system faults are identified and appropriate action is taken, in accordance with organisational procedures
       
Element: Backup telephone system and business continuity arrangements are followed when primary telephony systems fail
       

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.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions may be found in the Companion Volume Implementation Guide.

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
Telephony system is accessed and set up, in accordance with organisational procedures 
Telephony system is operated, in accordance with organisational instructions 
Telephony lines are accessed, in accordance with organisational procedures 
Calls are answered, in accordance with organisational procedures and answering protocols 
Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained 
Telephony systems, caller line identification, mobile line identification and interfaces including call playback technology are accessed to locate and record information, in accordance with organisational procedures 
Calls are terminated, in accordance with organisational procedures 
 
 
 
 
 
 
Telephony system testing is conducted, in accordance with organisational instructions, policies and procedures 
 
 

Forms

Assessment Cover Sheet

PUAECO001 - Operate telephony systems
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

PUAECO001 - Operate telephony systems

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: