This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge of work scheduling and performance improvement to provide technical advice and support to a team.

ELEMENT

PERFORMANCE CRITERIA

1. Organise and complete own work schedule

1.1. Ensure that work goals and objectives are understood, negotiated and agreed in accordance with organisational requirements

1.2. Assess and prioritise workload to ensure tasks are completed within identified timeframes

1.3. Identify factors affecting the achievement of work objectives and incorporate contingencies into work plans

1.4. Use business technology efficiently and effectively to manage and monitor scheduling and completion of tasks

2. Monitor own work performance

2.1. Accurately monitor and adjust personal work performance through self-assessment to ensure achievement of tasks

2.2. Ensure that feedback on performance is actively sought and evaluated from colleagues and clients in the context of individual and group requirements

2.3. Routinely identify and report on variations in the quality of service and products in accordance with organisational requirements

2.4. Identify signs of stress and effects on personal wellbeing

2.5. Identify sources of stress and access appropriate supports and resolution strategies

3. Coordinate personal skill development and learning

3.1. Identify personal learning needs and skill gaps using self-assessment and advice from colleagues and clients in relation to role and organisational requirements

3.2. Identify, prioritise and plan opportunities for undertaking personal skill development activities in liaison with work groups and relevant personnel

3.3. Access, complete and record professional development opportunities to facilitate continuous learning and career development

3.4. Incorporate formal and informal feedback into review of further learning needs

Required skills

literacy skills to read and understand the organisation's procedures, own work goals and objectives

planning skills to organise work priorities and arrangements

problem-solving skills to solve routine problems

communication skills to give and receive constructive feedback relating to development needs.

Required knowledge

key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

anti-discrimination 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 Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

preparing work plans

scheduling and prioritising work objectives and tasks

knowledge of the principles and techniques of goal setting, measuring performance, time management and personal assessment.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of work schedules and performance improvement plans.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of self-assessment documentation outlining learning and development needs

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of methods to identify and prioritise personal learning needs

evaluation of planning for personal skill development activities and professional development opportunities.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other industry capability units.

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 objectives may include:

budgetary targets

production targets

reporting deadlines

sales targets

team and individual learning goals

team participation

Organisational requirements may 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 objectives may 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 technology may include:

computer applications

computers

email

facsimile machines

internet/extranet/intranet

modems

personal schedulers

photocopiers

printers

scanners

Feedback on performance may 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

Signs of stress may include:

absence from work

alcohol or other substance abuse

conflict

poor work performance

Personal wellbeing may include:

cultural

emotional

social

spiritual

Sources of stress may include:

complex tasks

cultural issues

work and family conflict

workloads

Supports and resolution strategies may include:

awareness raising

counselling

employee assistance programs (EAP)

family support

group activities

job design

mediation

sharing load

time off

training

Professional development opportunities may 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

Unit sector

Industry Capability - Workplace Effectiveness

This unit contains employability skills.