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Evidence Guide: PSPWPR401A - Process incoming workplace relations enquiries

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

 

PSPWPR401A - Process incoming workplace relations enquiries

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

Prepare for processing incoming workplace relations queries

  1. Workstation is ergonomically adjusted to comply with health and safety requirements.
  2. Features and operation of information and communication technology and systems are identified and understood.
  3. Scripts or call guides are located, reviewed to identify variations, and practised as necessary.
  4. Key performance indicators are identified and understood.
  5. Recording and reporting requirements are identified and understood.
Workstation is ergonomically adjusted to comply with health and safety requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features and operation of information and communication technology and systems are identified and understood.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Scripts or call guides are located, reviewed to identify variations, and practised as necessary.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Key performance indicators are identified and understood.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recording and reporting requirements are identified and understood.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process incoming workplace relations telephone queries

  1. Incoming calls are answered using appropriate telephone techniques according to workplace procedures.
  2. Call details required for organisational records are obtained and noted according to workplace procedures.
  3. Abusive or aggressive calls are referred or terminated according to workplace procedures.
  4. Calls requiring referral are placed on hold and transferred according to workplace procedures.
  5. Calls are finalised and details recorded according to workplace procedures.
  6. Calls and recording requirements are managed to ensure performance targets are met.
Incoming calls are answered using appropriate telephone techniques according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Call details required for organisational records are obtained and noted according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Abusive or aggressive calls are referred or terminated according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls requiring referral are placed on hold and transferred according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls are finalised and details recorded according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls and recording requirements are managed to ensure performance targets are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process incoming written workplace relations enquiries

  1. Incoming correspondence is acknowledged and details of timeframe for response are given according to workplace procedures.
  2. Written correspondence details required for organisational records are obtained and noted according to workplace procedures.
  3. Written correspondence requiring referrals are forwarded and details of transfer sent to the enquirer.
  4. Written correspondence is finalised and details are recorded according to workplace procedures.
  5. Correspondence and recording requirements are managed to ensure key performance indicators are met.
Incoming correspondence is acknowledged and details of timeframe for response are given according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Written correspondence details required for organisational records are obtained and noted according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Written correspondence requiring referrals are forwarded and details of transfer sent to the enquirer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Written correspondence is finalised and details are recorded according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Correspondence and recording requirements are managed to ensure key performance indicators are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete records and generate system reports

  1. Records are checked to ensure that relevant details are included.
  2. Periodic system reports are generated and processed according to workplace requirements.
  3. Manual records are created during information and communications systems down time and transferred to appropriate software system as soon as possible.
Records are checked to ensure that relevant details are included.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Periodic system reports are generated and processed according to workplace requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manual records are created during information and communications systems down time and transferred to appropriate software system as soon as possible.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Assessment must confirm the ability to:

apply ergonomic and health and safety principles to the set-up and use of workstation and equipment

operate telephony and client-management software systems effectively

apply relevant client-management procedures to process enquiries to the required quality and productivity standards

apply procedures for referral and escalation of enquiries

produce system records and reports to the required standards

Consistency in performance

Competency should be demonstrated by processing a range of enquiries, including both written and verbal enquiries.

Context of and specific resources for assessment

Assessment must comply with:

organisational client-management and health and safety procedures

applicable regulations and codes

Access may be required to:

a simulated work environment

organisational policies and procedures

workplace relations information

Guidance information for assessment

The following assessment methods are suggested:

oral questioning about features and use of telephony and relevant client-management software

observation of candidate processing a range of incoming enquiries in various formats, including at least two of the following: phone calls, emails, letters (by fax or mail), and online enquiries

feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures

review of records completed by candidate or reports of performance

In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.

Required Skills and Knowledge

Required skills

interpersonal skills to:

provide effective customer service

relate to people from diverse backgrounds and with diverse needs

language and literacy skills to:

read, interpret and apply workplace procedures and guidelines, including scripts and call guides

communicate clearly both verbally and in writing

complete required records and reports

telephone techniques to:

handle enquiries using an appropriate manner and tone

select appropriate language with reference to enquirers' cultural or disability needs

transfer and refer callers

deal with abusive and aggressive callers in an appropriate manner

customer service skills

self-management skills to apply workplace procedures and policies in relation to handling workplace relations queries

time-management skills to:

efficiently address enquiries

facilitate management of enquiry queue

technology skills to:

use communication technology and systems

transfer manual records to client-management software system

communication skills to:

provide effective customer service

apply relevant client-management procedures when processing enquiries

Required knowledge

workplace policies and procedures, including OHS requirements and ergonomics

features and operation of information and communications technology and systems

electronic and manual recording and reporting systems and procedures

appropriate use of resources

Range Statement

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information and communication technology and systems may include:

telephony

proprietary client-management software

fax

email

webinar

online forums

specialised computer programs

contact centre management systems

online learning

Key performance indicators may include:

number of calls answered

wait time

call time

after call time (record completion)

quality of response and outcome

Telephone techniques may include:

call answering timeframe

standard greetings and introductions

hold and transfer protocols

call back protocols

call finalisation protocols

Workplace procedures may include those relating to:

OHS

code of conduct

conflict of interest

recording and reporting

use of resources

privacy and privacy disclaimers

referrals

Correspondence may include:

emails

faxed letters

mailed letters

online queries