Application
This unit describes the skills and knowledge required to manage appointments and diaries for personnel within an organisation. It involves using manual and electronic diaries, schedules and other appointment systems.
The unit applies to those employed in a range of work environments who provide administrative support to teams and individuals.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
1. Establish schedule requirements | 1.1 Identify organisational requirements and protocols for staff planning tools 1.2 Identify organisational procedures for different types of appointments 1.3 Establish schedule management requirements of relevant personnel 1.4 Identify task items for individuals according to requirements 1.5 Develop appointment schedule and priorities and clarify in discussion with individual personnel |
2. Manage schedules | 2.1 Schedule recurring appointments and deadlines according to individual and organisational requirements 2.2 Schedule new appointments according to timelines and diary commitments 2.3 Negotiate alternative arrangements to established appointments and confirm changes 2.4 Record appointments and manage schedules according to organisational policy and procedures |
3. Evaluate effectiveness of schedule | 3.1 Seek feedback on schedule from organisational personnel 3.2 Assess effectiveness of schedule in meeting task requirements 3.3 Identify areas for improvement in appointment scheduling system |
Evidence of Performance
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
manage appointments and diaries for at least three personnel within an organisation
schedule at least five appointments according to requirements, availability of attendees, timelines and diary commitments.
In the course of the above, the candidate must:
record appointments according to organisational policy and procedures
assess the functionality of scheduling systems
develop and implement solutions to improve future scheduling engagements.
Evidence of Knowledge
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
organisational requirements for managing appointments for personnel in the organisation
range of appointment scheduling systems and their features that could be used when organising schedules.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
range of diaries, planners and calendars to record and schedule appointments, including digital resources.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
Numeracy | Makes time estimations and checks logistics when scheduling appointments |
Oral communication | Participates effectively in spoken interactions using listening and questioning techniques to confirm and clarify understanding |
Reading | Interprets textual information from a range of sources and identifies relevant information |
Writing | Uses clear and succinct language to complete and update workplace documentation |
Enterprise and initiative | Identifies and responds to explicit and implicit organisational procedures and protocols |
Planning and organising | Plans a range of routine tasks accepting goals and aiming to achieve them according to predetermined deadlines Follows routine procedures for using digital technology to enter, store and retrieve information directly relevant to role Takes responsibility for routine low-impact decisions within familiar situations |
Sectors
Business Competence – Business Operations