Control centre communication with gas industry stakeholders

1) This Competency Standard Unit covers the usage of technical communication skills and techniques to effectively liaise and communicate with relevant parties to ensure gas deliveries and operations are carried out within contractual, operational and regulatory requirements. The competency standard refers to Industry products and services; Authoritative sources; Product information; Stakeholders; Organisational requirements; Interpersonal skills; Nominated persons; Product and Service issues.



This competency standard shall apply to any basic and safe work site where Gas Industry operations occur. It could also apply, where applicable to other workplaces in the electricity supply industry (transmission and distribution and generation), the electrotechnology industry and the water industry, subject to all Occupational Health and Safety and duty of care requirements being met for the workplace.


Prerequisite Unit(s)




To minimise incidents related to safe systems of work, entry into this unit requires at a minimum that an individual has demonstrated or possesses a gas industry or relevant technical engineering discipline competencies of at least AQF level 3. It is intended that an individual will be expected to perform with a large degree of autonomy in decision-making, whilst in an individual environment.

This may include immediate response to protect human life, adverse effect on safety, security of supply or the integrity of the assets.

NOTE: Typically the following disciplines provide direct entry; electrical or instrumentation, fitting and turning or mechanical trade or marine engineering technologist.

Where an individual does not possess or demonstrate the requisite entry requirement, an equivalent bridging program shall be used to ensure equivalence of entry.

Elements and Performance Criteria




Plan communication with Gas Industry stakeholders


Work schedules, including drawings, plans, requirements, established procedures and material lists are detailed and communicated to control centre, analysed as necessary and the extent of the preparation of the work determined for planning, coordination and follow-on communication purposes


Work is prioritised and sequenced for the most efficient and effective outcome following consultation with others for completion within acceptable timeframes to a quality standard and in accordance with established control centre procedures and guidelines


Risk control measures for identified hazards are prioritised, implemented and evaluated against the work schedule


Relevant requirements and established procedures for the work are communicated to all persons and identified for all work sites


OHS, environmental and sustainable energy policies and procedures related to the work are identified to ensure safe systems of work are followed


Relevant work permits are secured to coordinate the performance of work according to requirements and established procedures


Liaison and communication issues with authorised persons, authorities, clients, land-owners and other relevant parties are resolved and activities coordinated to carry out work


Persons participating in the work, including plant operators and contractors are fully briefed and respective responsibilities coordinated and authorised where applicable in accordance with established CC procedures


Identify and carrying out Gas Industry stakeholders communication requirements


Relevant OHS, operational and commercial requirements and practices of individual stakeholders are referenced and actioned in accordance with control centre guidelines and established procedures


Work is monitored, performed and/or coordinated in accordance with applicable work schedules and to applicable stakeholder requirements


Hazard warnings and safety signs are recognised and hazards are assessed and OHS risks are reported to the immediate authorised persons for directions according to established procedures


Remedial actions are identified and communicated to relevant stakeholders to overcome any shortfalls encountered in the work schedule according to requirements and established procedures


Solutions to non-routine problems are identified and communicated using Essential Knowledge and Associated Skills according to requirements


Ongoing monitoring of quality of the work are undertaken in accordance with requirements and established procedures to ensure that the stakeholder's agreed communication requirements are adhered to.


Communication with clients is conducted in a professional and courteous manner according to organisational requirements and to contractual agreements and statutory requirements


Appropriate language and interpersonal skills are used to facilitate accurate and relevant exchange of information


Enquiries outside area of responsibility/knowledge are referred to the nominated person for resolution


Complete procedures for communication and liaison with Gas Industry stakeholders


Work undertaken is checked against works schedule for conformance with requirements, anomalies are reported and solutions identified in accordance with established procedures


Accidents and injuries are reported and followed up in accordance with requirements/established procedures


Work site is confirmed safe and operational accordance with established procedures and status communicated to relevant stakeholders


Relevant work permit(s) are signed off and relevant equipment and processes are returned to service and advised to stakeholders as required


Notification of completion of works and tasks is communicated to relevant stakeholders as per applicable procedures


All stakeholders and internal staff are notified of actions required at the completion of any works or tasks


Any agreed outcomes are monitored where relevant communication to stakeholders carried out.


Communication completion processes are performed in accordance with organisational procedures

Required Skills

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

Evidence shall show that knowledge has been acquired of safe working practices control centre communication with Gas Industry stakeholders. The extent of the essential knowledge and associated skills (EKAS) required is given in Volume 2 - Part 2.2 EKAS. It forms an integral part of this unit.

G 3.7.2

Communication, negotiation and problem solving techniques

G 4.1.3

Gas Industry products and services

G 4.1.4

Communicating in the Gas Industry at a supervisory level

G 4.1.8

Use a personal computer

Evidence Required


The Evidence Guide forms an integral part of this Competency Standard Unit and shall be used in conjunction with all components parts of this unit and, performed in accordance with the Assessment Guidelines of this Training Package.

Overview of Assessment


Longitudinal competency development approaches to assessment, such as Profiling, require data to be reliably gathered in a form that can be consistently interpreted over time. This approach is best utilised in Apprenticeship programs and reduces assessment intervention. It is the Industry's preferred model for apprenticeships. However, where summative (or final) assessment is used it is to include the application of the competency in the normal work environment or, at a minimum, the application of the competency in a realistically simulated work environment. It is recognised that, in some circumstances, assessment in part or full can occur outside the workplace. However, it must be in accord with Industry and, Regulatory policy in this regard.

Methods chosen for a particular assessment will be influenced by various factors. These include the extent of the assessment, the most effective locations for the assessment activities to take place, access to physical resources, additional safety measures that may be required and the critical nature of the competencies being assessed.

The critical safety nature of working with electricity, electrical equipment, gas or any other hazardous substance/material carries risk in deeming a person competent. Hence, sources of evidence need to be 'rich' in nature so as to minimise error in judgment.

Activities associated with normal every day work have a bearing on the decision as to how much and how detailed the data gathered will contribute to its 'richness'. Some skills are more critical to safety and operational requirements while the same skills may be more or less frequently practiced. These points are raised for the assessors to consider when choosing an assessment method and developing assessment instruments. Sample assessment instruments are included for Assessors in the Assessment Guidelines of this Training Package.

Critical aspects of evidence required to demonstrate competency in this unit


Before the critical aspects of evidence are considered all prerequisites shall be met.

Evidence for competence in this unit shall be considered holistically. Each element and associated performance criteria shall be demonstrated on at least two occasions in accordance with the 'Assessment Guidelines UEG06'. Evidence shall also comprise:

A representative body of performance criteria demonstrated within the timeframes typically expected of the discipline, work function and industrial environment. In particular this shall incorporate evidence that shows a candidate is able to:

Implement Occupational Health and Safety workplace procedures and practices including the use of risk control measures as specified in the performance criteria and range

Apply sustainable energy principles and practices as specified in the performance criteria and range

Demonstrate an understanding of the essential knowledge and associated skills as described in this unit to such an extent that the learner's performance outcome is reported in accordance with the preferred approach; namely a percentile graded result, where required by the regulated environment

Demonstrate an appropriate level of skills enabling employment

Conduct work observing the relevant anti discrimination legislation, regulations, polices and workplace procedures

Demonstrate performance across a representative range of contexts from the prescribed items below.

Range of tools/equipment/materials/procedures/
workplaces/other variables

Group No

The minimum number of items on which skill is to be demonstrated

Item List


At least 1

Workplace Environment Context:

Gas Industry production, transmission and distribution areas

Location control centres or places where communication processes occur

Work including out-of-hours



Use of computer hardware, software such as email

Work requests from other parties

Relevant procedures for equipment use

Perform work under or without supervision

Work carried out in regular or specified timeframe




Written requests and reports

Organisational formatting reports

Regulatory reporting formats



Locate, interpret and apply relevant information

Analyse process functions and problems

Apply relevant customer service policies and procedures

Use appropriate workplace language and communication technologies and techniques

Maintain relevant workplace records

Demonstrate understanding of the essential knowledge and associated skills associated with this competency standard

Demonstration of each element on several occasions


At least one occasion

Deal with an unplanned event by drawing on essential knowledge and associated skills to provide appropriate solutions incorporated in the holistic assessment with the above listed items

Context of and specific resources for assessment


This unit should be assessed as it relates to normal work practice using procedures, information and resources typical of a workplace. This should include:

OHS policy and work procedures and instructions.

Suitable work environment, facilities, equipment and materials to undertake actual work as prescribed by this Competency Standard Unit.

Appropriate environmental regulation and work practices.

Appropriate organisational requirements.

Appropriate work environment, equipment and tools.

In addition to the resources listed above, in Context of and specific resources for assessment, evidence should show demonstrated competency in controlling centre communication with Gas Industry stakeholders.

Assessment of this competency must also be undertaken in either an actual workplace or under a simulated work environment. Assessment must also integrate the Key Competencies.

Method of assessment


This Competency Standard Unit shall be assessed by methods given in Volume 1, Part 3 'Assessment Guidelines'.

Competent performance with inherent safe working practices is expected in the Industry to which this Competency Standard Unit applies. This requires that the specified Essential Knowledge and Associated Skills are assessed in a structured environment which is primarily intended for learning/assessment and incorporates all necessary equipment and facilities for learners to develop and demonstrate the essential knowledge and associated skills described in this unit.

Concurrent assessment and relationship with other units


There are no recommended concurrent assessments with this unit, however in some cases efficiencies may be gained in terms of learning and assessment effort being concurrently managed with allied Competency Standard Units where listed.


Implement operational plans


Monitor a safe workplace

Key Competencies


Evidence that particular Key Competencies have been achieved within this Competency Standard Unit is in the context of the following performance criteria of evidence. See Volume 2, Part 4 for an explanation of Key Competencies and levels of this Training Package.

Key Competencies

Example of Application

Performance Level

How are ideas and information communicated within this competency?

Refer to the following Performance Criteria for examples of application:


1.1; 1.2; 1.4; 1.7; 1.8; 2.3; 2.4; 2.5; 2.7; 2.8; 3.6; 3.7; 3.8

How can information be collected, analysed and organised?

Refer to the following Performance Criteria for examples of application:



How are activities planned and organised?

Refer to the following Performance Criteria for examples of application:


1.1; 1.3; 1.6

How is team work used within this competency?

Refer to the following Performance Criteria for examples of application:


1.1; 1.2; 1.4; 1.8; 2.3

How are mathematical ideas and techniques used?

Refer to the following Performance Criteria for examples of application:


How are problem solving skills applied?

Refer to the following Performance Criteria for examples of application:



How is use of technology applied?

Refer to the following Performance Criteria for examples of application:


Skills Enabling Employment


Evidence that competency in this unit incorporates skills enabling employment is in the context of the following performance. See Volume 2, Part 5 for definitions and an explanation of skills enabling employment.

Skills for Employment

Example of Application


Developing and using skills within a real workplace

Refer to the following Performance Criteria for examples of application:



Learning to learn in the workplace

Refer to the following Performance Criteria for examples of application:

1.3; 2.3; 2.4; 2.5


Reflecting on the outcome and process of work task

Refer to the following Performance Criteria for examples of application:

3.7; 3.8


Interacting and understanding of the context of the work task

Refer to the following Performance Criteria for examples of application:

1.1; 1.2; 1.4; 1.7; 1.8; 2.3; 2.4; 2.5; 2.7; 2.8; 3.6; 3.7


Planning and organising the meaningful work task

Refer to the following Performance Criteria for examples of application:

1.1; 1.2; 1.3


Performing the work task in non-routine or contingent situations

Refer to the following Performance Criteria for examples of application:


Range Statement

7) This relates to the competency standard unit as a whole providing the range of contexts and conditions to which the performance criteria apply. It allows for different work environments and situations that will affect performance.

This Competency Standard Unit shall/may be demonstrated in relation to control centre communication with Gas Industry stakeholders.

The following constants and variables included in the element/performance criteria in this unit are fully described in the Definitions Section of this volume and form an integral part of the Range Statement of this unit:

Industry products and services

Authoritative sources

Product information


Organisational requirements

Interpersonal skills

Nominated person(s)

Product and service issues


Not Applicable

Employability Skills

Refer to the Evidence Guide

Licensing Information

License to practice


The skills and knowledge described in this unit are not subject to licence regulation other than those directly related to Occupational Health and Safety, gas/electricity/water industry safety and compliance, industrial relations, environmental protection, telecommunications, anti discrimination and training. Commonwealth, State/Territory or Local Government legislation and regulations may exist that limits the age of operating certain equipment.