Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Determine support areas

1.1 Identify and record information communications technology used in the organisational unit

1.2 Identify stakeholders of the system

1.3 Identify organisational structure, culture and politics related to support requirements

1.4 Determine the level of support required by each organisational unit

2. Develop support procedures

2.1 Contact organisational units as required to verify support needs

2.2 Establish procedures for providing required support, including method of contact, frequency of meetings and reporting

2.3 Document agreed procedures or service level agreement (SLA)

3. Assign support personnel

3.1 Identify ICT skills required to assist each organisational unit with support activities

3.2 Assign personnel according to human resource processes

3.3 Verify availability of selected personnel

3.4 Provide support using agreed procedures

3.5 Obtain feedback from appropriate persons on a regular basis

Skill 

Performance Criteria 

Description 

Reading

1.1-1.3, 3.1

• Comprehends textual information and numerical data to determine and adhere to required actions

Writing

1.1, 2.1, 2.3, 3.3, 3.5

• Records key information in the required format and layout, and develops material to a specific audience using clear and detailed language to convey explicit information, requirements and recommendations

Oral Communication

2.1, 3.3, 3.5

• Uses appropriate language, tone and pace to interact effectively with others, and listening and questioning techniques to obtain feedback relevant to the task

Navigate the world of work

3.2, 3.4

• Takes full responsibility for following policies, procedures and legislative requirements, and identifies organisational implications of new legislation or regulation
• Seeks to improve policies and procedures to better meet organisational goals

Interact with others

2.1, 3.2, 3.3, 3.5

• Implements strategies for a diverse range of colleagues and clients to build rapport and foster strong relationships
• Influences and fosters a collaborative culture, and facilitates a sense of commitment and workplace cohesion

Get the work done

1.4, 2.1, 2.2, 3.4, 3.5

• Plans strategic priorities and outcomes within a flexible, efficient and effective context in a diverse environment exposed to competing demands
• Gathers and analyses data and seeks feedback to improve plans and processes
• Addresses complex problems involving multiple variables, using formal analytical, lateral thinking techniques, experience and knowledge to focus in on the root cause

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

ICTSAS502 Establish and maintain client user liaison

ICASAS502A Establish and maintain client user liaison

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with ICT Information and Communications Technology Training Package Version 1.0.