This unit applies to individuals working in any industry or community context where there is a need for a pro-active approach to establishing and building networks and relationships between the organisation and its stakeholders.

This role requires the application of highly developed communication and planning skills and is therefore undertaken by individuals working autonomously, often with managerial responsibility.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Plan approach to stakeholder consultation

1.1

In consultation with colleagues, review and assess current and potential stakeholders to determine needs, interests, priorities and relevant trends

1.2

Identify key stakeholders, their representatives and means to establish and maintain links

1.3

Make provision for current relevant information on stakeholders to be gathered and maintained

1.4

Ensure plans to establish and maintain stakeholder links reflect awareness of relevant internal and external factors

1.5

Take account of cultural considerations in planning stakeholder consultations

2

Establish and maintain stakeholder relationships

2.1

Use a range of formal and informal strategies to facilitate relationships between stakeholder/s and the organisation

2.2

Identify and assess strategies for formal links between the organisation and key stakeholder/s, and implement selected mechanisms

2.3

In consultation with colleagues, monitor and evaluate mechanisms and take appropriate action to continuously improve them

2.4

Determine the purpose and parameters of specific consultations and inform participants clearly

2.5

Ensure information from stakeholder consultations is integrated into organisational planning and made available to relevant colleagues in a timely way

2.6

Ensure communication with stakeholder/s takes into account the nature of the group/s and prior and potential relationships

3

Develop stakeholder networks

3.1

Identify, establish and use formal and informal networks as a communication channel

3.2

Share expertise, information and resources with networks when appropriate to strengthen links

4

Represent the organisation to the community

4.1

Communicate the organisation's role accurately and confidently in a way which the audience understands and which maintains stakeholder awareness

4.2

Promote the organisation consistently to external bodies which affect its role, funding and operations

4.3

Identify and use opportunities for promotion constructively

Required skills

communication skills to manage and conduct formal and informal consultations on complex issues with a wide range of different stakeholders

planning and organisational skills to establish and monitor strategies and actions across a broad range of different activity

literacy skills to interpret and develop complex documents.

Required knowledge

role and nature of promotion, advocacy and networks in the relevant work context

nature and range of stakeholder groups, including special needs and potential cultural considerations

features, costs and benefits of different consultation mechanisms

networking techniques and strategies

planning and organisational techniques for community consultations

legal issues which might impact on community/stakeholder consultation, including relevant health and safety requirements.

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.

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

Evidence of the following is essential:

development of appropriate relationships and networks to meet the needs of a specific workplace context

well developed communication skills to facilitate effective consultation with a broad range of stakeholders.

Context of and specific resources for assessment

Assessment must ensure:

involvement of and interaction with others to reflect the consultation and communication aspects of this unit

project or work activities conducted over a period of time to reflect the ongoing monitoring and implementation aspects of this unit

access to strategic plans and relevant policies and procedures manuals

access to resources to implement consultation processes.

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:

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

evaluation of consultation programs developed and implemented by the candidate

review of consultation documentation prepared by the candidate

evaluation of candidate's response to different organisational and community scenarios to assess ability to develop links and networks for different contexts.

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

CULLB508C Monitor and enhance information access

BSBFLM507B Manage quality customer service

BSBFLM509B Facilitate continuous improvement.

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.

Current and potential stakeholders may include:

other organisations

particular cultural or ethnic groups

academics, teachers and students or their representative bodies

stakeholders with special needs

stakeholders in remote areas

small or large businesses

staff in the broader organisation

affiliated and special interest groups e.g. clubs, societies, friends' organisations, or other community and/or cultural organisations

general community

Internal and external factors that affect planning may relate to:

current organisational objectives

resource constraints

political and social issues in the community

market trends

technological developments

Relationships may be ongoing or used for a specific purpose and may include:

obtaining regular stakeholder feedback

surveying stakeholder views on particular issues and services to assist development of new services or facilities

requests for financial support

market research

inclusion in public activities

exhibitions and outreach programs

involvement in the development of appropriate exhibitions, public programs and special events

Consultations may include:

formal consultative bodies

informal communication and feedback

regular liaison activities

newsletters or other regular or specific information provision

surveys

external committees, working parties or taskforces

Public Programs

The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying Employability Skills requirements.