ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Create a despatch job for automatic despatch

1.1 Identify the need to create a job despatch order

1.2 Determine impact of this on resources, and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

1.3 Enter necessary details into appropriate work management system to create and automatically despatch job

1.4 Confirm automatic despatch, where necessary

2 Manually despatch and clear jobs

2.1 Identify need to manually despatch a job

2.2 Communicate job details clearly to field staff

2.3 Enter job details into appropriate work management system

3 Redeploy field staff

3.1 Identify need to redeploy resources according to agreed priority

3.2 Liaise with relevant stakeholders and team members

3.3 Deliver job to field staff in a timely manner

3.4 Maintain accurate records relating to resources and their deployment

4 Create and send communication to field staff

4.1 Identify need for communication to relevant customers

4.2 Create clear and concise communication according to business protocols

4.3 Check information for clarity and accuracy

4.4 Obtain appropriate approvals before sending communication

4.5 Coordinate and monitor responses to communications

Skill

Performance

Criteria

Description

Reading

4.3, 4.5

Recognises and interprets information from relevant sources to determine customer and organisational requirements

Writing

1.3, 2.2, 2.3, 3.4, 4.2, 4.3

Documents instructions and other information in required formats employing clear, concise language and appropriate terminology, and checks details for accuracy

Oral Communication

1.2, 1.4, 2.2, 3.2

Articulates clearly using specific and relevant language suitable to audience to convey requirements and uses listening and questioning techniques to confirm understanding

Numeracy

1.1, 1.3, 2.3, 3.4, 4.3

Interprets numerical information and applies basic mathematical calculations relating to scheduling

Navigate the world of work

1.2, 4.2, 4.3

Takes personal responsibility for adherence to legal and regulatory requirements and workplace reporting systems

Recognises and follows explicit and implicit business protocols within work role

Interact with others

3.2, 3.3, 4.2-4.5

Understands what to communicate, with whom and how, and selects appropriate form, channel and mode of communication in exchanges with field staff

Maintains communication with field staff about specific activities requiring joint responsibility and accountability

Get the work done

1.1-1.4, 2.1, 2.3, 3.1, 3.3,

4.1, 4.4, 4.5

Takes responsibility for planning and organising own workload, identifying ways of sequencing and combining elements for greater efficiency, and considering how to link with the work of field staff

Uses ICT-based systems and programs to assist with planning, implementing and tracking service progress

Selects from a range of pre-determined options in routine situations, identifying and taking some situational factors into account when identifying requirements

Understands purposes, specific functions and key features of common digital systems and tools and operates them effectively to complete routine tasks