Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit of competency in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
The structure, roles and procedures of the organisation.
The purpose and structure of equal employment opportunities (EEO) legislation.
The purpose and function of the industrial award system.
The role and function of workplace teams.
The importance of workable compromises and team collective responsibility.
The roles of employees and employers in the team structure.
Employee support systems within the organisation.
Procedures for reporting incidents and accidents.
Contingency measures for dealing with incidents outside of technician's area of responsibility and experience.
Reasons and methods of ensuring vehicle stock levels are constantly maintained.
Basic service vehicle daily maintenance procedures.
Basic workplace housekeeping principles and practices.
The structure and purpose of MSDS.
A basic understanding of employer, employee responsibilities, rights and obligations relevant to OHS.
The implications of not adhering to safety procedures and instructions.
The purpose and types of workplace safety signs.
Reason for using personal protective equipment.
Procedures for working in high temperature environments (ambient and enclosed work areas).
The purpose of CPR and EAR emergency procedures.
The responsibilities of the First Aider in context with the basic First Aid procedures relative to those in the range statement.
Specific skills needed to achieve the performance criteria
To achieve the performance criteria, some complementary skills are required. These relate to the ability to:
comply with workplace instructions and procedures
plan and organise work effectively
solve problems and respond to conflict positively
use interpersonal skills that facilitate effective customer service
contribute to dispute resolution
utilise safe and efficient work practices
work safely in high ambient conditions
select and use personal protective equipment
apply basic First Aid techniques
apply CPR and EAR First Aid techniques
apply language and literacy skills to:
locate, interpret and use relevant information
interpret and comply with regulatory information
use active listening techniques.
Other units of competency that could be assessed with this unit
This unit could be assessed on its own or in combination with other competencies relevant to the job function, for example PRMCMN202A Provide effective customer service.
Resources required to assess this unit
The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to:
an actual or a simulated workplace environment
assessment documentation
relevant documentation service manuals, policy and procedure manuals and resources
accident forms and MSDS
training and assessment record book.
Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations, which may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Evidence of competency may be obtained from observation of relevant activities within the workplace. If this is not practicable, observation in realistic simulated workplace team situations, including conflict resolution may be substituted.
Oral or written questioning methods covering hypothetical situations may also be used to assess competence. (In assessment situations where the candidate is offered a preference between oral questioning and written assessment, questions are to be identical.)
Basic First Aid procedures are to be assessed under simulated conditions off the job.
Evidence of competency may be derived from observation of the following:
selecting and using approved personal protective equipment in relevant designated work areas
adhering to all required workplace housekeeping practices
compliance with all workplace safety requirements
the ability to carry out daily routine service vehicle maintenance checks
ensuring service vehicle stock levels are maintained
effective interaction with customers (internal and external).
Supplementary evidence may be obtained by relevant authenticated written correspondence from supervisors, team leaders or management staff. Additional evidence may be obtained from relevant workplace audit reports, client/customer survey reports, company appraisal reports or customer satisfaction surveys, if necessary.
Information derived from assessing knowledge of specific enterprise policy, procedures and practices must be treated as commercial-in-confidence.
Note: CPR and EAR First Aid techniques are included due to the amount of service work conducted at a customer's premises where access to First Aid may not be easily available. It is considered that skill in these techniques may contribute to the safety of other team members when working in remote locations. Training and assessment can only be carried out by persons holding, at least, a current Level 2 First Aid Certificate or equivalent.
Performance and assessment of this unit must be carried out within the relevant requirements of the following legislative and industry framework:
building Acts/regulations/codes
Australian Standards identified as relevant to the required maintenance procedure
environmental regulations
manufacturers' specifications
organisational requirements, including OHS policies and procedures
OHS legislation, codes and regulations.
Key competency levels
There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.
The number in brackets indicates the level to which the key competency should be demonstrated.
1 | Perform the process | 2 | Perform and administer the process | 3 | Perform, administer and design the process |
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How can information be collected, analysed and organised (2)? | Discuss and verify own role and responsibilities with colleagues or supervisor to ensure compliance with workplace procedures and organisational requirements. |
How can communication of ideas and information (2) be applied? | Collect, interpret and comply legislative and procedural requirements applicable to fire protection maintenance. |
How are activities planned and organised (2)? | Organise work tasks for self to maximise resources and workplace efficiency. |
How can teamwork (2) be applied? | Contribute to efficient completion of work tasks. |
How can the use of mathematical ideas and techniques (1) be applied? | Apply basic mathematic techniques and adhere to work schedules. |
How can problem-solving skills (2) be applied? | Discuss and clarify information or instructions with colleagues or supervisors. |
How can the use of technology (1) be applied? | Access, organise and record information using technology. |