Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
analytical skills to research, identify and use information effectively
communication skills to maintain effective customer contact while using information systems
interpersonal skills to establish rapport and build relationships with customers
literacy skills to read, interpret and record information
numeracy skills to read, validate and calculate data and information
problemsolving skills to analyse and resolve issues with information systems
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities
technology skills to use organisational information systems.
Required knowledge
computer and system troubleshooting principles
enterprise business systems and operating platforms relevant to role
enterprise policies, procedures and guidelines regarding the use and security of information systems
social networking websites, including Facebook and Myspace
escalation process for reporting information technology issues.
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.
Log onmay include: | complying with information technology security protocols logging into telephone system opening most frequently used applications turning on computer equipment username and passwords to access information systems. |
Information systemsmay include: | billing systems databases internet intranet telephone systems. |
Manage use of information systems may include use of: | bookmarks decision support system office automation system transaction processing systems. |
Customermay include: | colleague internal or external customer of the organisation user, purchaser or beneficiary of a service, product or process. |
Informationmay include: | details required from core business systems or other sources in order to complete a transaction or process specific details requested by a customer or others. |
Errorsmay include: | corrupt data data in incorrect fields inaccurate data untimely entry of data. |
Stakeholdersmay include: | information technology department or help desk marketing department owners of database or system team leader or manager training department. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist