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
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
problemsolving skills to solve routine problems
selfmanagement skills to:
comply with policies and procedures
consistently evaluate and monitor own performance
seek learning opportunities.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
antidiscrimination legislation
ethical principles
codes of practice
privacy laws
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 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 objectivesmay include: | budgetary targets production targets reporting deadlines sales targets team and individual learning goals team participation. |
KPIsmay include: | 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 understanding metrics. |
Organisational requirementsmay include: | access and equity principles and practice business and performance plans defined resource parameters ethical standards 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 objectivesmay include: | budget constraints competing work demands environmental factors such as time, weather resource and materials availability technology/equipment breakdowns unforeseen incidents workplace hazards, risks and controls. |
Business technologymay include: | computer applications computers email facsimile machines internet/extranet/intranet modems personal schedulers photocopiers printers scanners. |
Feedback on performancemay include: | 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 servicesmay include: | either products or services goods ideas infrastructure private or public sets of benefits. |
Signs of stressmay include: | absence from work alcohol or other substance abuse conflict poor work performance. |
Personal wellbeingmay include: | cultural emotional social spiritual. |
Sources of stressmay include: | complex tasks cultural issues work and family conflict workloads. |
Supports and resolution strategiesmay include: | awareness raising counselling employee assistance programs (EAP) family support group activities job design mediation sharing load time off training. |
Professional development opportunitiesmay include: | career planning/development coaching, mentoring and/or supervision formal/informal learning programs internal/external training provision performance appraisals personal study quality assurance assessments and recommendations recognition of current competence/skills recognition work experience/exchange/opportunities workplace skills assessment. |
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