This unit supports the attainment of skills and knowledge required for competent workplace performance in councils of all sizes. Knowledge of the legislation and regulations within which councils must operate is essential. The unique nature of councils, as a tier of government directed by elected members and reflecting the needs of local communities, must be appropriately reflected.

Prerequisite Unit/s

ELEMENT

PERFORMANCE CRITERIA

1. Collect and maintain records and information

1.1. Records and statistics are kept and monitored to identify service improvement standards.

1.2. Complaints, requests and comments are analysed to identify problems and areas of demand.

2. Support day to day functions of local government officers (LGOs)

2.1. Activities of LGOs are coordinated to enable effective service delivery.

2.2. Prompt and appropriate responses are provided to problems, complaints and requests.

3. Operate and maintain council equipment

3.1. Equipment is used effectively to support operational needs.

3.2. Organisational policies and procedures regarding maintenance of equipment are implemented.

3.3. Equipment is regularly checked and serviced or replaced when required.

4. Provide quality service to customers

4.1. Customers and their needs are clearly identified.

4.2. Organisational policies and procedures are implemented and regularly reviewed for customer service improvements.

Hidden text

This describes the essential skills and knowledge and their level, required for this unit

Required Skills

knowledge of other impacting service providers, including police, engineers and emergency services.

Required Knowledge

relevant legislation

procedural guidelines

council structure and services

local knowledge.

Hidden text

Overview of assessment requirements

A person who demonstrates competency in this unit will be able to perform the outcomes described in the Elements to the required performance level detailed in the Performance Criteria. The knowledge and skill requirements described in the Range Statement must also be demonstrated. For example, knowledge of the legislative framework and safe work practices that underpin the performance of the unit are also required to be demonstrated.

Critical aspects of evidence to be considered

Ability to operate equipment.

Knowledge of policies and procedures.

Analysis of complaints and problems.

Response to customers and LGOs' needs, complaints or problems.

Record keeping.

Knowledge of equipment management and procedures.

Context of assessment

On the job or in a simulated work environment.

Written or oral test.

Relationship to other units(prerequisite or co-requisite units)

Prerequisite units: nil.

Co-requisite units: nil.

Method of assessment

The following assessment methods are suggested:

observation of the learner performing a range of workplace tasks over sufficient time to demonstrate handling of a range of contingencies

written and/or oral questioning to assess knowledge and understanding

completion of workplace documentation

third-party reports from experienced practitioners

completion of self-paced learning materials including personal reflection and feedback from trainer, coach or supervisor.

Evidence required for demonstration of consistent performance

Evidence will need to be collected over time across a range of variables.

Resource implications

Access to a workplace or simulated environment that incorporates the equipment used in the parking and traffic management enforcement branch.

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 in the Performance Criteria is detailed below.

Range of activities and facilities may include:

car parks

information booths

special event coordination

school crossing support

duty office (emergency or other).

Equipment may include:

personal data entry computers

computers

telephone systems and radio communication

fleet vehicles and bicycles

uniforms

meters and voucher dispensing equipment.

Records may include:

data sheets

incident reports

file notes

maintenance sheets

requisition forms.

Hidden text

Unit Sector

Regulatory Services Units

Hidden text

This unit contains employability skills.