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 review client requirements and provide advice and support on findings
communication skills to:
convey and clarify complex information
discuss product and service matters with potential customers
investigate and assess client needs
provide one-to-one instruction to client
provide service related to communicating about using systems for recording and accessing information
literacy skills to:
document:
additional requirements
amount of technical support the client may require
solutions
support issues affecting the client
interpret user manuals, for the purpose of resolving client problems and guiding clients through manuals
develop reports
technical skills to write macros and templates.
Required knowledge
customer service policies
escalation procedures in a clearly defined range of contexts
OHS procedures related to the work environment and organisational requirements
user support policies of limited complexity related to known or commonly-used options.
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.
User support may include: | customer contact centre by phone email other real-time support structures real-time website support. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms mobile equipment opening mail with attachments personal use of emails and internet access virus risk. |
Client may include: | employee external organisation individual internal department. |
Software may include: | commercial customised in-house packaged. |
Hardware may include: | modems or other connectivity devices, including digital subscriber line (DSL) modems networks personal computers remote sites servers wireless connections workstations. |
Application may include: | data and voice integration database programs email programs internet browsers spreadsheets system browsers word-processing. |
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
Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice |
Yes |
No |
Comments/feedback |