Application
This unit describes the skills and knowledge required to manage, program, monitor and rectify potentially complex problems with telecommunications technology and improve functioning of multichannel equipment.
It applies to individuals who need to solve a defined range of unpredictable problems, analyse and evaluate information from a variety of sources, and who may provide leadership and guidance to others with some limited responsibility for the output of others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Reprogram multichannel system software | 1.1 Confirm details of request for system changes with relevant stakeholders 1.2 Select appropriate reprogramming methods 1.3 Implement procedures for reprogramming multichannel systems 1.4 Check and confirm outcome of reprogramming against initial request 1.5 Initiate action to address reprogramming requirements |
2 Produce system reports | 2.1 Confirm purpose and details of report type 2.2 Generate system reports effectively and efficiently 2.3 Modify system reports, where necessary, to meet stakeholder requirements 2.4 Distribute reports to target audience in a timely manner 2.5 Clarify and explain report details to target audience as required |
3 Manage multichannel system faults | 3.1 Identify system faults and select best repair options 3.2 Escalate faults if necessary and in a timely manner 3.3 Implement fault repair and monitor repair progress closely 3.4 Select and implement contingency plans according to procedures |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.4 | Recognises and interprets textual information to compare request with process outcomes |
Writing | 2.2, 2.5, 3.4 | Prepares detailed information incorporating industry specific language in a format and style appropriate to a specific audience |
Oral Communication | 1.1, 1.4, 2.1, 2.5 | Elicits information and confirms requirements of others using active listening and questioning |
Numeracy | 2.2, 2.3, 2.5 | Uses mathematical calculations to check, interpret and confirm results of system tests |
Navigate the world of work | 3.4 | Takes responsibility for implementation of necessary plans in compliance with organisational procedures |
Interact with others | 1.1, 2.1, 2.5 | Selects and uses appropriate conventions and protocols when communicating with internal and external stakeholders about customer contact systems |
Get the work done | 1.1-1.5, 2.1, 2.2-2.4, 3.1-3.4 | Accepts responsibility for planning and sequencing complex reprogramming tasks and workload and manages relevant communication Applies problem-solving processes to identify and repair routine and non-routine system faults, and monitors progress to identify the need for, and type of, contingency plan Understands key principles and concepts underpinning design and operation of digital telecommunication systems and tools and applies these to identify faults and generate reports Uses a range of digital tools and applications to access and filter data, and extract, organise, integrate and share system information |
Sectors
Stakeholder Relations – Customer Engagement