Frontline managers play a significant role in contributing to the organisation's effectiveness in identifying, acquiring, analysing and using appropriate information.

At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning and evaluation, leadership and guidance of others, and some discretion and judgement.

ELEMENT

PERFORMANCE CRITERIA

1. Identify and source information needs

1.1. Determine and locate information required by teams

1.2. Acquire and review information held by the organisation to determine suitability, accessibility, currency and reliability according to organisational policies

2. Collect, analyse and report information

2.1. Collect information, which is adequate and relevant to the needs of teams, in a timely manner

2.2. Ensure information is in a format suitable for analysis, interpretation and dissemination

2.3. Analyse information to identify and report relevant trends and developments in terms of the needs for which it was acquired

3. Implement information systems

3.1. Implement management information systems effectively to store, retrieve and regularly review data for decision making purposes

3.2. Use technology available in the work area to manage information effectively

3.3. Submit recommendations for improving the information system to designated persons and/or groups

4. Prepare for information system changes

4.1. Collect information about information system future needs in consultation with colleagues, including those who have a specialist role in resource management

4.2. Ensure estimates of information system future needs reflect the organisation's business plans, and customer and supplier requirements

4.3. Support proposals to secure resources by clearly presenting submissions that describe realistic options, benefits, costs and outcomes

4.4. Prepare team members to work with new technology and information system changes

Required skills

literacy skills to work with information, and to research and present information in ways that are appropriate to the work team

technology skills to work with a range of information systems.

Required knowledge

information management systems and technology that would be associated with the workplace such as:

budgets and financial management systems

customer information software or records

databases

personal digital assistant (PDA)

product and service information

project management software

record management systems

spreadsheets.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

analysis of the information that is required for the effective functioning of the team's work together

knowledge of the range of information systems that are, or should be, available in the workplace

ability to recognise what information system changes and improvements will be required in the future.

Context of and specific resources for assessment

Assessment must ensure:

access to appropriate documentation and resources normally used in the workplace.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

demonstration of techniques in working with information management systems

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

oral or written questioning to assess knowledge of relevant technology

review of documentation analysing information trends and developments

written reports on future information system needs

review of preparation undertaken for team members to work with new technology and information system changes.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other units from the Certificate IV in Frontline Management.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information may include:

archived, filed and historical background data

continuous improvement and quality assurance data

data available internally or externally

data shared and retrieved in various forms such as in writing or verbally, electronically or manually

financial and contractual data

marketing and customer-related data

organisational performance data

planning and organisational documents

policies and procedures

Organisational policies may include:

guidelines for decision making throughout the organisation that link the formulation of strategy with its implementation

sets of accepted actions approved by the organisation

Standard Operating Procedures

Technology may include:

computerised systems and software such as databases, project management and word processing

telecommunications devices

any other technology used to carry out work roles and responsibilities

Designated persons and/or groups may include:

groups designated in workplace policies and procedures

managers or supervisors with management roles and responsibilities concerning information systems

other stakeholders accessing the information system such as customers and service providers

other work groups or teams whose work will be affected by the system

Colleagues may include:

employees at the same level or more senior managers

occupational health and safety committee members and other specialists

people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities

team members

Business plans may include:

cash flow projections

long-term budgets/plans

operational plans

short-term budgets/plans

spreadsheet-based financial projections

targets or key performance indicators for production, productivity, wastage, sales, income and expenditure

Unit sector

Management and Leadership - Management

This unit contains employability skills.