CPPCLO4022A
Organise and monitor cleaning operations

This unit of competency specifies the outcomes required to organise and monitor work to maximise effectiveness of resource use in the cleaning industry.The unit requires the ability to identify requirements of the work order based on extensive understanding of the range of cleaning methods available and the associated use of equipment and chemicals. It also requires understanding of the client’s expectations and needs, and organising the resources needed for the cleaning operation. Organising resources and monitoring performance are essential to performing a cleaning operation efficiently.

Application

This unit of competency supports employees who work with limited supervision or who work with, and provide support to, a small team.


Prerequisites

Not applicable.


Elements and Performance Criteria

1

Identify work requirements.

1.1

Work order is reviewed and site is assessed according to company requirements to determine work implications, and issues are clarified with appropriate persons.

1.2

Client needs, expectations and preferences are clarified using interpersonal skills and communication techniques according to company requirements.

1.3

Special requirements arising from site characteristics or client requests are identified according to company and occupational health and safety (OHS) requirements.

2

Analyse resource implications and provide resources.

2.1

Work order resource requirements and available resources are analysed according to company requirements.

2.2

Work schedules are developed and available personnel with recognised competencies are assigned according to OHS and company requirements.

2.3

Type and quantity of equipment, personal protective equipment (PPE), chemicals and consumables required to fulfil work order are assessed according to company requirements.

2.4

Suitable equipment, PPE, chemicals and consumables for the cleaning operation are supplied according to work order, manufacturer specifications, and OHS and company requirements.

3

Communicate and monitor work requirements.

3.1

Work team members are advised of work schedules and responsibilities using communication methods according to company requirements.

3.2

Work team members’ understanding of their tasks and responsibilities is confirmed by using interpersonal skills and communication techniques according to company requirements.

3.3

Work performance is monitored according to company requirements to ensure compliance with customer needs, expectations and preferences and work order.

3.4

Work restrictions affecting completion of work order and changed customer needs, expectations and preferences are identified and work schedules are adjusted according to company requirements.

Required Skills

Required skills

customer service skills to:

establish rapport with clients

gain clients’ trust

identify client expectations

interpersonal skills to relate to people from a range of backgrounds

language, literacy and numeracy skills to:

communicate clearly and concisely verbally and in writing

perform mathematical calculations required for:

allocating work

estimating time to complete work

read and comprehend work orders

request advice or further information

seek and receive feedback

source, organise and record information

planning and organising skills to:

manage time

monitor work orders and outcomes

prioritise work

schedule efficiently

problem-solving skills to manage contingencies

self-management skills to work alone and in a team

teamwork skills to lead small teams

Required knowledge

company management structure and procedures, including:

biological and viral control

emergency response and evacuation procedures

environmental protection procedures

identifying hazards and controlling risks

injury, dangerous occurrence and incident reporting

OHS procedures

quality systems

legislation, regulations, codes of practice and industry advisory standards that apply to cleaning operations and ensure compliance in the workplace and work order requirements

mathematical methods for estimating resources

product knowledge, including:

chemicals and their uses

cleaning equipment and its uses

surfaces and effective and compatible cleaning methods

routes of entry and potential symptoms of exposure to chemicals

safe work practices for using:

chemicals

equipment, including PPE

work order specifications

Evidence Required

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

This unit of competency could be assessed by observing practical demonstrations of organising and monitoring cleaning operations involving at least two different work site environments.

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

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

determine resource implications of particular cleaning methods being used in work order

assess resource requirements of work order

confirm that client expectations are realistic

comply with company and legislative requirements

develop and adhere to work schedules

implement effective monitoring system

identify and supply equipment, PPE, chemicals and consumables

provide feedback and communicate with colleagues and customers

achieve outcomes in relation to customer work order and company requirements.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.

Resource implications for assessment include access to:

work order and client specifications

relevant information and work sites

suitable equipment and resources

PPE

equipment operating manuals and MSDS

relevant procedures

work order instructions, work plans and schedules, and policy documents

assessment instruments, including personal planner and assessment record book.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

This unit could be assessed on its own or in combination with other units relevant to the job function, such as:

CPPCLO4024A Control the supply of resources to the work site.


Range Statement

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.

Work order information may include:

access to work site, including:

access and egress points

timing of access

budget allocations

completion times and dates

human resource requirements to complete the work tasks

job requirements and tasks

legislative and local government requirements

OHS requirements and emergency response procedures

requirements for working in isolated and remote locations

resource requirements, such as equipment and materials

specific client requirements, such as:

dress and presentation requirements

relationships with other activities

use of signage and barriers

work schedules

work site contact persons

work site requirements for specific industries, such as:

hospitals and medical centres

nursing homes

retail food courts

schools

tourism and hospitality.

Company requirements may include:

business and performance plans

client communication procedures

client confidentiality procedures

client service standards

communication channels and reporting procedures

company goals, objectives, plans, systems and processes

company issued identification badges, cards or passes

company policies and procedures, including:

access and equity policy, principles and practice

OHS policies and procedures, including control procedures

maintenance procedures for equipment and PPE

those relating to own role, responsibility and delegation

work site access security clearance procedures

company service standards

dress and presentation requirements

duty of care, code of conduct, and code of ethics

emergency response and evacuation procedures

employer and employee rights and responsibilities

environmental protection procedures

personnel practices and guidelines

quality and continuous improvement processes and standards

records and information systems and processes

training materials (induction, refresher and new skills)

using contractors.

Appropriate persons may include:

clients

colleagues

managers

persons in control of work sites

supervisors.

Interpersonal skills and communication techniques may include:

active listening

constructive feedback

control of voice and body language

flexibility and willingness to negotiate

non-verbal communication, such as:

body language

personal presentation

presenting options and consequences

providing opportunity for client to confirm their request

questioning techniques to clarify and confirm client’s needs and understanding

summarising and paraphrasing to check understanding of client’s message

use of effective presentation aids, such as:

audiovisual slides

diagrams

photos

pictures

using language sensitively, showing awareness of cultural and social differences.

Occupational health and safety (also known as workplace health and safety) requirements may relate to:

allergic reactions, such as contact dermatitis

communication devices for remote and isolated locations, such as:

mobile phone

two-way radio

dermatoxicological control and prevention measures

emergency procedures for eye and skin contact, and inhalation and ingestion of toxic substances

hazard identification and risk assessment mechanisms

health surveillance and monitoring, such as regular blood testing

hierarchy of hazard control procedures

maintaining clear access

national and industry standards and codes of practice

OHS control procedures, such as:

health and safety plans

job plans

job safety analyses

risk assessments

safe operating practices and procedures

safe system of work statements

safe work instructions

work method statements

reporting injury and dangerous occurrences

routes of entry and potential symptoms of exposure to chemicals

safe work practices for equipment, PPE and chemical storage, including interpretation of:

material safety data sheets (MSDS)

hazardous substance information, such as long latency periods

safety training, induction and refresher training

selection and use of PPE and clothing appropriate to the hazard

ultraviolet light

up-to-date electrical test and tag compliance

use of chemicals according to MSDS

use of residual current devices

use, storage and maintenance of equipment according to manufacturer specifications and equipment operating manuals.

Equipment may include:

access equipment, such as ladders

bins

brooms

buckets

buffers

cleaning trolleys

cloths

cobwebbers

doodle bag holders

drop sheets

drying equipment

dust pans and brushes

dusters

extension poles

extraction units, wands and hand tools

hoses

microfibre products

mops

polishers

pressure-washing equipment and attachments

scouring pads

scrapers

scrubbers

site communication devices

sponges

spray bottles

squeegees

steam cleaners

sweepers

vacuum cleaners and attachments

window cleaning equipment.

Personal protective equipment may include:

ear muffs and plugs

gloves, such as non-permeable

goggles

high-visibility vests and clothing

overalls and other protective clothing

respirators

safety glasses

safety shoes

splash-proof face masks

sun protection

tongs

ultraviolet protection

wet-work clothing.

Chemicals may include:

acid cleaners

alkaline cleaners

low environmental-impact chemicals

neutral cleaners

solvent cleaners.

Consumables may include:

air freshener

bin liners

hand towels

soap

toilet paper.

Manufacturer specifications may include:

equipment operating manuals

instructional guides

MSDS

other resources supplied by the manufacturer, such as:

laminated cards

notices

wall posters

product labels

safety instructions pre-printed on equipment.

Communication methods may include:

communication books

letters and notices in English and other languages

mobile phones

noticeboards

one-on-one meetings

pagers

reports

telephones

voice mail

work schedules

work team meetings

written instructions.

Work restrictions may include:

amount of cleaning anticipated

client activity

employee level of literacy and communication skills

faulty or inappropriate equipment

site accessibility

site hazards

skills of work unit or team

staffing resources

time limitations.


Sectors

Cleaning operations


Employability Skills

This unit contains employability skills.


Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.