This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.
Elements and Performance Criteria
1. Organise and complete own work schedule
1.1 Ensure that
1.2 Assess and prioritise workload to ensure tasks are completed within identified timeframes
2. Monitor own work performance
2.1 Accurately monitor and adjust personal work performance through self
2.2 Ensure that
2.3 Routinely identify and report on variations in the quality of and products and services according to organisational requirements
3. Coordinate personal skill development and learning
3.1 Identify personal learning and professional development needs and skill gaps using self
3.2 Identify, prioritise and plan opportunities for undertaking personal skill development activities in liaison with work groups and relevant personnel
3.3 Access, complete and record
3.4 Incorporate formal and informal feedback into review of further learning needs
communication skills to give and receive constructive feedback relating to development needs
literacy skills to read and understand the organisation’s procedures
planning skills to organise work priorities according to work goals and objectives
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
codes of practice
occupational health and safety (OHS)
organisational policies, plans and procedures
methods to elicit, analyse and interpret feedback
principles and techniques of goal setting, measuring performance, time management and personal assessment
competency standards and how to interpret them in relation to self
methods to identify and prioritise personal learning needs.
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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
preparing work plans
scheduling and prioritising work objectives and tasks
knowledge of the principles and techniques of goal setting, measuring performance, time management and personal assessment.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
examples of work schedules and performance improvement plans.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on
review of self
analysis of responses to case studies and scenarios
demonstration of techniques
oral or written questioning to assess knowledge of methods to identify and prioritise personal learning needs
evaluation of planning for personal skill development activities and professional development opportunities.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
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.
Work goals and objectives
team and individual learning goals
key performance indicators on customer satisfaction
key performance indicators on customer effort
monitoring time taken to answer calls
operating within reporting protocols
score tools such as net promoter
access and equity principles and practice
business and performance plans
defined resource parameters
goals, objectives, plans, systems and processes
legal and organisational policies, guidelines and requirements
OHS policies, procedures and programs
quality and continuous improvement processes and standards
quality assurance and/or procedures manuals.
Factors affecting the achievement of work objectives
competing work demands
environmental factors such as time, weather
resource and materials availability
workplace hazards, risks and controls.
Feedback on performance
formal/informal performance appraisals
obtaining feedback from clients
obtaining feedback from supervisors and colleagues
personal, reflective behaviour strategies
routine organisational methods for monitoring service delivery.
Products and services
either products or services
private or public sets of benefits.
Signs of stress
absence from work
alcohol or other substance abuse
poor work performance.
Sources of stress
work and family conflict
Supports and resolution strategies
employee assistance programs (EAP)
Professional development opportunities
coaching, mentoring and/or supervision
formal/informal learning programs
internal/external training provision
quality assurance assessments and recommendations
recognition of current competence/skills recognition
workplace skills assessment.
Industry Capability – Workplace Effectiveness
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.