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Evidence Guide: BSBEDU302 - Assist in resolution of issues and incidents in an international education environment

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBEDU302 - Assist in resolution of issues and incidents in an international education environment

What evidence can you provide to prove your understanding of each of the following citeria?

Contribute to issue resolution and incident response processes

  1. Deal effectively with daytoday issues and daytoday incidents
  2. Identify and follow organisational policies and procedures for dealing with critical incidents
  3. Contribute to the resolution of serious issues
  4. Contribute to response processes in the event of critical incidents
  5. Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals
  6. Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements
  7. Contribute to debriefing procedures after an issue/incident
Deal effectively with daytoday issues and daytoday incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and follow organisational policies and procedures for dealing with critical incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to the resolution of serious issues

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to response processes in the event of critical incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to debriefing procedures after an issue/incident

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute information for distribution to those affected by issues and incidents

  1. Identify types of information required to resolve issues and incidents
  2. Collect and collate current, relevant information from appropriate sources
  3. Maintain accessible files of current, relevant information
  4. Develop and maintain an accessible comprehensive network contacts list
  5. Review and update information on a regular basis
  6. Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures
Identify types of information required to resolve issues and incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Collect and collate current, relevant information from appropriate sources

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain accessible files of current, relevant information

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop and maintain an accessible comprehensive network contacts list

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Review and update information on a regular basis

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate effectively with those affected by issues and incidents

  1. Assess situation according to organisational policy
  2. Use communication strategies appropriate for individual situations, in line with organisational requirements
  3. Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents
  4. Arrange access to counsellors or other support people if and when required
Assess situation according to organisational policy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use communication strategies appropriate for individual situations, in line with organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Arrange access to counsellors or other support people if and when required

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to records and team reports on issues and incidents

  1. Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents
  2. Participate in team activities for assessing details of progress and outcomes of issues and incidents
  3. Interact and consult with team members to record and report issues and incidents
  4. Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable
Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Participate in team activities for assessing details of progress and outcomes of issues and incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Interact and consult with team members to record and report issues and incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to development of organisational policies and procedures for the resolution of issues and incidents

  1. Apply relevant organisational policies and procedures for the resolution of issues and incidents
  2. Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers
  3. Suggest adjustments to organisational policies and procedures based on outcomes reports
Apply relevant organisational policies and procedures for the resolution of issues and incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Suggest adjustments to organisational policies and procedures based on outcomes reports

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide advice to clients in resolving issues and incidents

  1. Establish or contribute to protocols and processes for resolving issues and dealing with incidents
  2. Apply appropriate advisory processes according to individual client needs
  3. Communicate processes to relevant stakeholders
  4. Consult with relevant stakeholders to evaluate process outcomes
Establish or contribute to protocols and processes for resolving issues and dealing with incidents

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Apply appropriate advisory processes according to individual client needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate processes to relevant stakeholders

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Consult with relevant stakeholders to evaluate process outcomes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Contribute to issue resolution and incident response processes

1.1 Deal effectively with daytoday issues and daytoday incidents

1.2 Identify and follow organisational policies and procedures for dealing with critical incidents

1.3 Contribute to the resolution of serious issues

1.4 Contribute to response processes in the event of critical incidents

1.5 Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals

1.6 Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements

1.7 Contribute to debriefing procedures after an issue/incident

2 Contribute information for distribution to those affected by issues and incidents

2.1 Identify types of information required to resolve issues and incidents

2.2 Collect and collate current, relevant information from appropriate sources

2.3 Maintain accessible files of current, relevant information

2.4 Develop and maintain an accessible comprehensive network contacts list

2.5 Review and update information on a regular basis

2.6 Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures

3 Communicate effectively with those affected by issues and incidents

3.1 Assess situation according to organisational policy

3.2 Use communication strategies appropriate for individual situations, in line with organisational requirements

3.3 Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents

3.4 Arrange access to counsellors or other support people if and when required

4 Contribute to records and team reports on issues and incidents

4.1 Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents

4.2 Participate in team activities for assessing details of progress and outcomes of issues and incidents

4.3 Interact and consult with team members to record and report issues and incidents

4.4 Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable

5 Contribute to development of organisational policies and procedures for the resolution of issues and incidents

5.1 Apply relevant organisational policies and procedures for the resolution of issues and incidents

5.2 Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers

5.3 Suggest adjustments to organisational policies and procedures based on outcomes reports

6 Provide advice to clients in resolving issues and incidents

6.1 Establish or contribute to protocols and processes for resolving issues and dealing with incidents

6.2 Apply appropriate advisory processes according to individual client needs

6.3 Communicate processes to relevant stakeholders

6.4 Consult with relevant stakeholders to evaluate process outcomes

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Contribute to issue resolution and incident response processes

1.1 Deal effectively with daytoday issues and daytoday incidents

1.2 Identify and follow organisational policies and procedures for dealing with critical incidents

1.3 Contribute to the resolution of serious issues

1.4 Contribute to response processes in the event of critical incidents

1.5 Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals

1.6 Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements

1.7 Contribute to debriefing procedures after an issue/incident

2 Contribute information for distribution to those affected by issues and incidents

2.1 Identify types of information required to resolve issues and incidents

2.2 Collect and collate current, relevant information from appropriate sources

2.3 Maintain accessible files of current, relevant information

2.4 Develop and maintain an accessible comprehensive network contacts list

2.5 Review and update information on a regular basis

2.6 Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures

3 Communicate effectively with those affected by issues and incidents

3.1 Assess situation according to organisational policy

3.2 Use communication strategies appropriate for individual situations, in line with organisational requirements

3.3 Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents

3.4 Arrange access to counsellors or other support people if and when required

4 Contribute to records and team reports on issues and incidents

4.1 Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents

4.2 Participate in team activities for assessing details of progress and outcomes of issues and incidents

4.3 Interact and consult with team members to record and report issues and incidents

4.4 Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable

5 Contribute to development of organisational policies and procedures for the resolution of issues and incidents

5.1 Apply relevant organisational policies and procedures for the resolution of issues and incidents

5.2 Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers

5.3 Suggest adjustments to organisational policies and procedures based on outcomes reports

6 Provide advice to clients in resolving issues and incidents

6.1 Establish or contribute to protocols and processes for resolving issues and dealing with incidents

6.2 Apply appropriate advisory processes according to individual client needs

6.3 Communicate processes to relevant stakeholders

6.4 Consult with relevant stakeholders to evaluate process outcomes