Application
This unit of competency specifies the outcomes required to manage own role, professional development and ethical behaviour as a swimming pool and spa technician. It includes managing own work performance, setting and meeting own work priorities, developing and maintaining own competence, modelling ethical practices, meeting accreditation and licensing arrangements, providing quality customer service, and complying with enterprise quality assurance arrangements.
The unit supports the work of those involved in servicing domestic, commercial and public swimming pools and spas. It applies to swimming pool and spa technicians.
No licensing, legislative, regulatory, or certification requirements apply to this unit of competency at the time of endorsement.
Elements and Performance Criteria
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions. | ||
1. | Manage own work performance. | 1.1. | Professional behaviours appropriate to the swimming pool and spa servicing industry are identified and demonstrated. |
1.2. | Effective communication strategies are used to establish rapport with clients, determine client needs, give accurate advice to clients, and provide follow-up services. | ||
1.3. | Own work responsibilities, priorities and accountabilities are met within required timeframes. | ||
1.4. | Stable work performance is consistently maintained in a range of work situations. | ||
1.5. | Difficult workplace situations are identified, addressed promptly, safely and sensitively, and concluded positively. | ||
1.6. | Situations in which specialist advice is required are identified and sources of specialist advice in relation to swimming pools and spas are obtained. | ||
2. | Develop and maintain professional competence. | 2.1. | Personal strengths and weaknesses in swimming pool and spa servicing are assessed to determine personal development priorities and action where necessary. |
2.2. | Feedback on performance is regularly sought from clients and others and is used to improve professional competence. | ||
2.3. | Management skills relevant to work as a swimming pool and spa technician are identified and developed to enhance performance. | ||
2.4. | Participation in professional networks and associations is used to enhance knowledge, skills and relationships. | ||
2.5. | Opportunities for continuing professional development to maintain competence and develop skills and knowledge relating to swimming pool and spa servicing are identified, planned and implemented. | ||
3. | Model ethical practice. | 3.1. | Ethical and conduct standards relevant to swimming pool and spa technicians are identified and applied in providing services to clients. |
3.2. | Situations in which specialist advice is required are identified and sources of advice on matters relating to ethical practice are determined. | ||
4. | Follow business quality procedures. | 4.1. | Enterprise quality assurance systems and practices are implemented. |
4.2. | Work is monitored and completed in line with enterprise standards. | ||
4.3. | Information is routinely provided to clients on compliance of swimming pool or spa and environs with safety legislation. | ||
4.4. | Improvements and changes to quality procedures are identified and communicated in line with enterprise procedures. | ||
5. | Provide service to customers. | 5.1. | Communication with internal and external customers is conducted in a polite, professional and friendly manner. |
5.2. | Service is delivered to customers in line with enterprise standards. | ||
5.3. | Customer complaints are resolved or referred to a higher level staff member for action. | ||
5.4. | Opportunities to deliver additional levels of service beyond a customer’s immediate request are recognised and acted upon. | ||
Evidence of Performance
A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.
The person must also safely and competently complete four workplace activities relevant to own role.
in completing the above four activities, the person must:
demonstrate personal motivation and commitment to the work role
manage day-to-day responsibilities and conflicting demands as a swimming pool and spa technician in an efficient and cooperative manner
relate positively to clients, fellow workers and the management team
assess personal strengths and weaknesses and plan and implement an appropriate personal development plan
demonstrate ethical practice and compliance with regulatory requirements that apply to swimming pool and spa servicing
provide service to customers
comply with enterprise quality assurance requirements.
Evidence of Knowledge
A person demonstrating competency in this unit must demonstrate knowledge of:
principles and techniques of:
customer service
performance assessment
personal development planning
personal goal setting
personal presentation
time management
work methods and practices that improve personal performance
professional development:
techniques for assessing own professional development needs
benefits of membership of professional network and associations
quality system:
purpose of enterprise quality system
purpose and structure of quality manual
procedures for maintaining quality manual
sources of specialist advice relating to swimming pool and spa servicing.
Assessment Conditions
The following must be present and available to learners during assessment activities:
equipment:
computer system with internet access and printer to identify sources of information relevant to managing own professional performance
materials:
ethical and conduct standards relating to the swimming pool and spa servicing industry
workplace policies and procedures relating to role in swimming pool and spa servicing industry.
Assessment activities are performed on an individual basis under general supervision.
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. | |
Skill | Performance feature |
Learning skills to: | maintain up-to-date knowledge of techniques for managing and evaluating own performance in work role. |
Oral communication skills to: | ask questions to clarify understanding of specialist advice provided on matters relating to swimming pool and spa servicing. |
Reading skills to: | access information on ethical standards and ways of managing own performance as a swimming pool and spa technician. |
Technology skills to: | access online professional development programs to enhance own performance as a swimming pool and spa technician. |
Writing skills to: | prepare routine written correspondence for communicating with internal and external customers. |
Self-management skills to: | interact in an ethical manner with clients from diverse social, economic and cultural backgrounds. |
Range Statement
This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below. | |
Professional behaviours must include: | suitable interpersonal communication techniques commitment to providing quality customer service commitment to maintaining appropriate personal presentation commitment to using sustainable work practices environmental awareness honesty timeliness and punctuality. |
Sectors
Swimming pools and spas