Elements and Performance Criteria
- Develop workplace relations knowledge
- Current and historical information on workplace relations framework and legislation is sourced, reviewed, interpreted and confirmed.
- Changes to workplace relations framework and legislation are monitored, interpreted and applied.
- Personal knowledge gaps are identified and appropriate training or information is sought in consultation with relevant manager.
- Complex issues are referred to senior staff and reviewed to develop knowledge.
- Develop enquiry response capability
- Roles and responsibilities of various stakeholders in workplace relations matters are identified and confirmed with colleagues and relevant managers.
- Common concerns and issues of various stakeholders in workplace relations matters, and past resolution details, are researched and interpreted to inform response to enquiries.
- Difficulties in providing information are resolved promptly or referred to appropriate persons according to organisational policies.
- Strategies for effective communication with diverse enquirers are researched, validated and implemented.
- Interpret and communicate workplace relations information
- Produce and monitor required records and reports
- Contribute to improvements in information provision
- Call trends are discussed with colleagues and relevant managers and response options are considered and applied.
- Appropriate persons are notified of gaps in information resources.
- Call management strategies are shared with colleagues and relevant managers, and suggestions for improvement are suggested, solicited and incorporated into work processes.