ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Develop sport and recreation industry knowledge.

1.1. Identify and access sources of information on the sport and recreation industry.

1.2. Apply industry information in day-to-day work activities.

1.3. Identify the economic and social significance of sport and recreation and their impact on individuals and the community.

1.4. Update knowledge and share with clients and colleagues as appropriate.

1.5. Identify the role of volunteers within the sport and recreation industry.

2. Identify client needs and organisational objectives.

2.1. Undertake daily work activities according to organisational policies and procedures.

2.2. Refer clients to services.

2.3. Apply knowledge of a client-focused approach according to community development philosophies and principles.

2.4. Carry out work tasks according to industry standards of ethical practice.

2.5. Adapt work processes to meet the specific needs of individual clients.

3. Implement customer-service practices.

3.1. Respond to client feedback according to organisational policies and procedures and in line with individual level of responsibility.

3.2. Follow up on feedback.

3.3. Record communication and outcome between client and organisation.

4. Minimise risks to personal and public safety.

4.1. Identify situations that may endanger the personal safety of self, staff and other clients.

4.2. Implement action to minimise risk.

4.3. Report situation to appropriate staff.

Required skills

communication skills to:

interact with clients and staff in the provision of services

respond to client feedback

convey information to clients about problems and delays

report information about incidents to appropriate staff

literacy skills to:

research, analyse and update relevant information

complete documents in relation to incident reporting and client feedback

interpret and follow procedures and instructions to meet organisational requirements within the job role

problem-solving skills to:

identify potentially unsafe situations and implement appropriate actions to control the situation

refer clients according to own work role and level of responsibility

self-management skills to complete work tasks efficiently and within designated timeframes

Required knowledge

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:

accesses information on the sport and recreation industry and applies knowledge of industry and own sector to the performance of own work role

interacts with a range of clients and staff according to industry standards of ethical practice

completes work tasks efficiently, within defined timeframes and responsibilities, and according to organisational policies and procedures

deals with contingencies according to own levels of responsibility.

Context of and specific resources for assessment

Assessment must ensure completion of multiple day-to-day work activities in a sport and recreation environment to demonstrate competency and consistency of performance.

Assessment must also ensure access to:

different groups of clients and staff relevant to job and sector-specific contexts

a variety of work-related products and services

sources of information about the sport and recreation industry

documentation, such as incident report forms and feedback sheets

relevant support staff.

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:

observation of completing job tasks and interacting with staff and clients in the provision of customer service

oral and or written questioning to assess knowledge of organisational and legislative requirements and their application to the work role

a research project documenting information collected and analysed about the sport and recreation industry and its relevance to work activities

third-party reports from a supervisor detailing performance

Guidance information for assessment

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

SISXOHS101A Follow occupational health and safety policies.

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.

Sources of information may include:

media

books

unions

industry associations and organisations

industry journals

personal observations and experience.

Industry information may include:

peak bodies

professional or industry organisations

unions

types of employment opportunities, including part-time and casual

working hours

role of volunteers

qualifications obtained by employees or volunteers

different sport and recreation services and their relevance to industry sectors

relationships between sport and recreation and other industries

specific features of the local or regional industry

roles and responsibilities of individual staff.

Economic and social significance may include:

impact on volunteers

effect on local amenities or facilities

community role in recreation

positive and negative impacts on health

national pride.

Clients may include:

internal and external

customers with routine or special requests

regular and new

people from a range of social, cultural and ethnic backgrounds.

Organisational policies and procedures may include:

anti-discrimination

client referral procedures

codes of conduct

complaint procedures and response times

consumer protection

duty of care

emergencies

equal opportunity

industrial relations

occupational health and safety

organisational report forms

reporting procedures

risk minimisation.

working with children

workplace relations.

Community development philosophies and principles may include:

social justice

human rights

individual and social empowerment.

Ethical practice may include:

professional relationships

client relationships

professional standards of customer service

information collection, storage and dissemination

operation of community recreation organisations

inclusive and non–discriminatory practices.

Specific needs may include:

language

cultural

social

economic

physical

health.

Situations may include:

verbal abuse

physical aggression

emergencies.