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Evidence Guide: CPPSPS4010 - Manage own role as a swimming pool and spa technician

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

 

CPPSPS4010 - Manage own role as a swimming pool and spa technician

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

Manage own work performance.

  1. Professional behaviours appropriate to the swimming pool and spa servicing industry are identified and demonstrated.
  2. Effective communication strategies are used to establish rapport with clients, determine client needs, give accurate advice to clients, and provide follow-up services.
  3. Own work responsibilities, priorities and accountabilities are met within required timeframes.
  4. Stable work performance is consistently maintained in a range of work situations.
  5. Difficult workplace situations are identified, addressed promptly, safely and sensitively, and concluded positively.
  6. Situations in which specialist advice is required are identified and sources of specialist advice in relation to swimming pools and spas are obtained.
Professional behaviours appropriate to the swimming pool and spa servicing industry are identified and demonstrated.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective communication strategies are used to establish rapport with clients, determine client needs, give accurate advice to clients, and provide follow-up services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Own work responsibilities, priorities and accountabilities are met within required timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Stable work performance is consistently maintained in a range of work situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Difficult workplace situations are identified, addressed promptly, safely and sensitively, and concluded positively.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations in which specialist advice is required are identified and sources of specialist advice in relation to swimming pools and spas are obtained.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain professional competence.

  1. Personal strengths and weaknesses in swimming pool and spa servicing are assessed to determine personal development priorities and action where necessary.
  2. Feedback on performance is regularly sought from clients and others and is used to improve professional competence.
  3. Management skills relevant to work as a swimming pool and spa technician are identified and developed to enhance performance.
  4. Participation in professional networks and associations is used to enhance knowledge, skills and relationships.
  5. Opportunities for continuing professional development to maintain competence and develop skills and knowledge relating to swimming pool and spa servicing are identified, planned and implemented.
Personal strengths and weaknesses in swimming pool and spa servicing are assessed to determine personal development priorities and action where necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback on performance is regularly sought from clients and others and is used to improve professional competence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Management skills relevant to work as a swimming pool and spa technician are identified and developed to enhance performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participation in professional networks and associations is used to enhance knowledge, skills and relationships.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities for continuing professional development to maintain competence and develop skills and knowledge relating to swimming pool and spa servicing are identified, planned and implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Model ethical practice.

  1. Ethical and conduct standards relevant to swimming pool and spa technicians are identified and applied in providing services to clients.
  2. Situations in which specialist advice is required are identified and sources of advice on matters relating to ethical practice are determined.
Ethical and conduct standards relevant to swimming pool and spa technicians are identified and applied in providing services to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations in which specialist advice is required are identified and sources of advice on matters relating to ethical practice are determined.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow business quality procedures.

  1. Enterprise quality assurance systems and practices are implemented.
  2. Work is monitored and completed in line with enterprise standards.
  3. Information is routinely provided to clients on compliance of swimming pool or spa and environs with safety legislation.
  4. Improvements and changes to quality procedures are identified and communicated in line with enterprise procedures.
Enterprise quality assurance systems and practices are implemented.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work is monitored and completed in line with enterprise standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is routinely provided to clients on compliance of swimming pool or spa and environs with safety legislation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improvements and changes to quality procedures are identified and communicated in line with enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service to customers.

  1. Communication with internal and external customers is conducted in a polite, professional and friendly manner.
  2. Service is delivered to customers in line with enterprise standards.
  3. Customer complaints are resolved or referred to a higher level staff member for action.
  4. Opportunities to deliver additional levels of service beyond a customer’s immediate request are recognised and acted upon.
Communication with internal and external customers is conducted in a polite, professional and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service is delivered to customers in line with enterprise standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer complaints are resolved or referred to a higher level staff member for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to deliver additional levels of service beyond a customer’s immediate request are recognised and acted upon.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Manage own work performance.

1.1.

Professional behaviours appropriate to the swimming pool and spa servicing industry are identified and demonstrated.

1.2.

Effective communication strategies are used to establish rapport with clients, determine client needs, give accurate advice to clients, and provide follow-up services.

1.3.

Own work responsibilities, priorities and accountabilities are met within required timeframes.

1.4.

Stable work performance is consistently maintained in a range of work situations.

1.5.

Difficult workplace situations are identified, addressed promptly, safely and sensitively, and concluded positively.

1.6.

Situations in which specialist advice is required are identified and sources of specialist advice in relation to swimming pools and spas are obtained.

2.

Develop and maintain professional competence.

2.1.

Personal strengths and weaknesses in swimming pool and spa servicing are assessed to determine personal development priorities and action where necessary.

2.2.

Feedback on performance is regularly sought from clients and others and is used to improve professional competence.

2.3.

Management skills relevant to work as a swimming pool and spa technician are identified and developed to enhance performance.

2.4.

Participation in professional networks and associations is used to enhance knowledge, skills and relationships.

2.5.

Opportunities for continuing professional development to maintain competence and develop skills and knowledge relating to swimming pool and spa servicing are identified, planned and implemented.

3.

Model ethical practice.

3.1.

Ethical and conduct standards relevant to swimming pool and spa technicians are identified and applied in providing services to clients.

3.2.

Situations in which specialist advice is required are identified and sources of advice on matters relating to ethical practice are determined.

4.

Follow business quality procedures.

4.1.

Enterprise quality assurance systems and practices are implemented.

4.2.

Work is monitored and completed in line with enterprise standards.

4.3.

Information is routinely provided to clients on compliance of swimming pool or spa and environs with safety legislation.

4.4.

Improvements and changes to quality procedures are identified and communicated in line with enterprise procedures.

5.

Provide service to customers.

5.1.

Communication with internal and external customers is conducted in a polite, professional and friendly manner.

5.2.

Service is delivered to customers in line with enterprise standards.

5.3.

Customer complaints are resolved or referred to a higher level staff member for action.

5.4.

Opportunities to deliver additional levels of service beyond a customer’s immediate request are recognised and acted upon.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Manage own work performance.

1.1.

Professional behaviours appropriate to the swimming pool and spa servicing industry are identified and demonstrated.

1.2.

Effective communication strategies are used to establish rapport with clients, determine client needs, give accurate advice to clients, and provide follow-up services.

1.3.

Own work responsibilities, priorities and accountabilities are met within required timeframes.

1.4.

Stable work performance is consistently maintained in a range of work situations.

1.5.

Difficult workplace situations are identified, addressed promptly, safely and sensitively, and concluded positively.

1.6.

Situations in which specialist advice is required are identified and sources of specialist advice in relation to swimming pools and spas are obtained.

2.

Develop and maintain professional competence.

2.1.

Personal strengths and weaknesses in swimming pool and spa servicing are assessed to determine personal development priorities and action where necessary.

2.2.

Feedback on performance is regularly sought from clients and others and is used to improve professional competence.

2.3.

Management skills relevant to work as a swimming pool and spa technician are identified and developed to enhance performance.

2.4.

Participation in professional networks and associations is used to enhance knowledge, skills and relationships.

2.5.

Opportunities for continuing professional development to maintain competence and develop skills and knowledge relating to swimming pool and spa servicing are identified, planned and implemented.

3.

Model ethical practice.

3.1.

Ethical and conduct standards relevant to swimming pool and spa technicians are identified and applied in providing services to clients.

3.2.

Situations in which specialist advice is required are identified and sources of advice on matters relating to ethical practice are determined.

4.

Follow business quality procedures.

4.1.

Enterprise quality assurance systems and practices are implemented.

4.2.

Work is monitored and completed in line with enterprise standards.

4.3.

Information is routinely provided to clients on compliance of swimming pool or spa and environs with safety legislation.

4.4.

Improvements and changes to quality procedures are identified and communicated in line with enterprise procedures.

5.

Provide service to customers.

5.1.

Communication with internal and external customers is conducted in a polite, professional and friendly manner.

5.2.

Service is delivered to customers in line with enterprise standards.

5.3.

Customer complaints are resolved or referred to a higher level staff member for action.

5.4.

Opportunities to deliver additional levels of service beyond a customer’s immediate request are recognised and acted upon.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also safely and competently complete four workplace activities relevant to own role.

in completing the above four activities, the person must:

demonstrate personal motivation and commitment to the work role

manage day-to-day responsibilities and conflicting demands as a swimming pool and spa technician in an efficient and cooperative manner

relate positively to clients, fellow workers and the management team

assess personal strengths and weaknesses and plan and implement an appropriate personal development plan

demonstrate ethical practice and compliance with regulatory requirements that apply to swimming pool and spa servicing

provide service to customers

comply with enterprise quality assurance requirements.

A person demonstrating competency in this unit must demonstrate knowledge of:

principles and techniques of:

customer service

performance assessment

personal development planning

personal goal setting

personal presentation

time management

work methods and practices that improve personal performance

professional development:

techniques for assessing own professional development needs

benefits of membership of professional network and associations

quality system:

purpose of enterprise quality system

purpose and structure of quality manual

procedures for maintaining quality manual

sources of specialist advice relating to swimming pool and spa servicing.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Professional behaviours must include:

suitable interpersonal communication techniques

commitment to providing quality customer service

commitment to maintaining appropriate personal presentation

commitment to using sustainable work practices

environmental awareness

honesty

timeliness and punctuality.