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

SIRXIND001 Mapping and Delivery Guide
Work effectively in a service environment

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SIRXIND001 - Work effectively in a service environment
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to work effectively in the retail environment by integrating knowledge of workplace rights and responsibilities, organisational policies and procedures into daily work activities. It applies to individuals working in frontline operational roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures. No occupational licensing, certification or specific legislative 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.

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant business technology with internet capability

relevant documentation:

current plain English guidelines issued by regulatory bodies covering:

minimum workplace entitlements provided by the National Employment Standards (NES)

relevant provisions of Commonwealth, state or territory anti-discrimination and equal employment opportunity (EEO) law

industrial awards for retail employees, issued by regulatory bodies or unions

organisational policies and procedures that relate to general work practices as detailed in the Knowledge Evidence.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Prerequisites/co-requisites
Competency Field Working in Industry
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: Source and use information on employment rights and responsibilities.
  • Access current sources of information on employee and employer rights and responsibilities.
  • Obtain and interpret key information on laws for anti-discrimination, harassment and equal employment opportunity.
  • Source and interpret information on national employment standards and specific employment arrangements for current role.
  • Comply with all employment requirements.
       
Element: Work within organisational requirements.
  • Interpret and comply with key employment policies and procedures.
  • Seek advice from supervisors and managers to clarify organisational requirements as required.
  • Interpret staff rosters and provide notice of availability according to organisational policies and procedures.
  • Apply dress or uniform standards and maintain personal grooming standards according to organisational policies and procedures.
  • Use designated lines of communication and reporting.
       
Element: Use effective work habits.
  • Act promptly on instructions and information, and follow procedures relevant to workplace activities.
  • Display appropriate behaviours in line with the organisations code of conduct.
  • Use initiative to contribute to an effective and efficient workplace environment.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Source and use information on employment rights and responsibilities.

1.1.Access current sources of information on employee and employer rights and responsibilities.

1.2.Obtain and interpret key information on laws for anti-discrimination, harassment and equal employment opportunity.

1.3.Source and interpret information on national employment standards and specific employment arrangements for current role.

1.4.Comply with all employment requirements.

2. Work within organisational requirements.

2.1.Interpret and comply with key employment policies and procedures.

2.2.Seek advice from supervisors and managers to clarify organisational requirements as required.

2.3.Interpret staff rosters and provide notice of availability according to organisational policies and procedures.

2.4.Apply dress or uniform standards and maintain personal grooming standards according to organisational policies and procedures.

2.5.Use designated lines of communication and reporting.

3. Use effective work habits.

3.1.Act promptly on instructions and information, and follow procedures relevant to workplace activities.

3.2.Display appropriate behaviours in line with the organisations code of conduct.

3.3.Use initiative to contribute to an effective and efficient workplace environment.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

access and interpret organisational policies and procedures for all of the following relevant to general work practices and own role:

rosters – accepting, declining and amending

personal and carer leave

counselling

discipline

grievances or complaints

equal employment opportunity – rights and obligations

standards for uniform, dress and personal presentation

rights and obligations in relation to workplace discrimination, bullying and harassment

terms and conditions of employment

accurately describe own employment rights and responsibilities

apply the required uniform, dress and personal presentation standards

communicate effectively, clarifying workplace instruction and procedures as required.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures that relate to general work practices:

accepting, declining and amending roster hours

personal and carer’s leave

personal work requirements

counselling and discipline

grievances

equal employment opportunity

uniform and personal presentation standards

discrimination and harassment

dress or uniform standards

code of conduct

sources of information on employment rights and responsibilities:

employer associations

Fair Work Commission

Fair Work Ombudsman

state and territory government boards and commissions for anti-discrimination and equal employment opportunity

staff handbooks

trade unions

aspects of employment related laws covering rights and responsibilities of employees and employers as relevant to job role:

Fair Work Act 2009: minimum workplace entitlements provided by the National Employment Standards (NES)

relevant provisions of Commonwealth and state or territory anti-discrimination and equal employment opportunity (EEO) laws, and how these relate to own work role, including:

harassment and bullying

types of discrimination

rights and responsibilities of employees and employers

consequences of non-compliance

role of relevant national, state or territory bodies in managing complaints

industry awards or relevant enterprise agreements for retail employees as relevant to job role

primary functions of trade unions for retail employees

typical terms and conditions of employment for retail businesses

general role boundaries and responsibilities for key retail industry staff:

retail assistants

supervisors and managers

principles for effective work practices and work environments

principles of workplace etiquette

commercial impact of inappropriate behaviours to a retail business:

loss of customers and sales

poor reputation.


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Source and use information on employment rights and responsibilities.

1.1.Access current sources of information on employee and employer rights and responsibilities.

1.2.Obtain and interpret key information on laws for anti-discrimination, harassment and equal employment opportunity.

1.3.Source and interpret information on national employment standards and specific employment arrangements for current role.

1.4.Comply with all employment requirements.

2. Work within organisational requirements.

2.1.Interpret and comply with key employment policies and procedures.

2.2.Seek advice from supervisors and managers to clarify organisational requirements as required.

2.3.Interpret staff rosters and provide notice of availability according to organisational policies and procedures.

2.4.Apply dress or uniform standards and maintain personal grooming standards according to organisational policies and procedures.

2.5.Use designated lines of communication and reporting.

3. Use effective work habits.

3.1.Act promptly on instructions and information, and follow procedures relevant to workplace activities.

3.2.Display appropriate behaviours in line with the organisations code of conduct.

3.3.Use initiative to contribute to an effective and efficient workplace environment.

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
Access current sources of information on employee and employer rights and responsibilities. 
Obtain and interpret key information on laws for anti-discrimination, harassment and equal employment opportunity. 
Source and interpret information on national employment standards and specific employment arrangements for current role. 
Comply with all employment requirements. 
Interpret and comply with key employment policies and procedures. 
Seek advice from supervisors and managers to clarify organisational requirements as required. 
Interpret staff rosters and provide notice of availability according to organisational policies and procedures. 
Apply dress or uniform standards and maintain personal grooming standards according to organisational policies and procedures. 
Use designated lines of communication and reporting. 
Act promptly on instructions and information, and follow procedures relevant to workplace activities. 
Display appropriate behaviours in line with the organisations code of conduct. 
Use initiative to contribute to an effective and efficient workplace environment. 

Forms

Assessment Cover Sheet

SIRXIND001 - Work effectively in a service 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

SIRXIND001 - Work effectively in a service 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: