Certificate IV in Frontline Management

This qualification reflects the role of individuals who take the first line of management in a wide range of organisational and industry contexts. They may have existing qualifications and technical skills in any given vocation or profession, yet require skills or recognition in supervisory functions. Typically they would report to a manager.

At this level frontline managers provide leadership and guidance to others and take responsibility for the effective functioning and performance of the team and its work outcomes.

Job roles


Leading Hand


Team Leader.


Total number of units = 10

4 core unitsplus

6 elective units

At least 3 of the elective units must be selected from the elective units listed below.

The remaining 3 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

add topic BSBMGT401A Show leadership in the workplace

add topic BSBMGT402A Implement operational plan

add topic BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

add topic BSBWOR402A Promote team effectiveness

Elective units

Customer Service

add topic BSBCUS401B Coordinate implementation of customer service strategies

add topic BSBCUS402B Address customer needs

add topic BSBCUS403B Implement customer service standards

Financial Administration

add topic BSBFIA402A Report on financial activity

General Administration

add topic BSBADM409A Coordinate business resources

Information Management

add topic BSBINM401A Implement workplace information system


add topic BSBINN301A Promote innovation in a team environment

Interpersonal Communication

add topic BSBCMM401A Make a presentation

IT Support

add topic BSBITS401B Maintain business technology

Learning and Development

add topic BSBLED401A Develop teams and individuals


add topic BSBMGT403A Implement continuous improvement

add topic BSBMGT404A Lead and facilitate offsite staff


add topic BSBMKG413A Promote products and services

Project Management

add topic BSBPMG522A Undertake project work

Relationship Management

add topic BSBREL401A Establish networks

add topic BSBREL402A Build client relationships and business networks


add topic BSBRES401A Analyse and present research information

Risk Management

add topic BSBRSK401A Identify risk and apply risk management processes


add topic BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

add topic BSBWOR401A Establish effective workplace relationships

add topic BSBWOR404B Develop work priorities


add topic BSBWRT401A Write complex documents


    Pathways into the qualification

    Preferred pathways for candidates considering this qualification include:

    BSB30112 Certificate III in Business or other relevant qualifications


    with vocational experience in a supervisory role but no formal qualification.

    Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

    Accounts Clerk

    Customer Service Advisor

    Import/Export Clerk

    Office Administrator

    Student Services Officer.

    This breadth of expertise would equate to the competencies required to undertake this qualification.

    Pathways from the qualification

    After achieving this qualification candidates may undertake:

    BSB51107 Diploma of Management.

Entry Requirements

There are no entry requirements for this qualification.

Licensing Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Employability Skills

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill

Industry/enterprise requirements for this qualification include:


communicating with team members and management to ensure open communication channels and to clarify issues

resolving conflict and disputes in the work team


being a role model for other team members

consulting and developing objectives with the work team


developing risk management approaches

developing techniques to address faults and inefficiencies

Initiative and enterprise

identifying and developing opportunities for improved work practices

Planning and organising

monitoring and adjusting operational performance by producing shortterm plans, planning and acquiring resources and reporting on performance

preparing work plans and budgets


actively seeking feedback on own performance from clients and colleagues

prioritising tasks


coaching and mentoring colleagues and team members to support the introduction of change


using business technology such as computer programs and telecommunications to collect and manage information