Qualification details

EMPLOYABILITY SKILLS 

FACETS ADDRESSED : Industry /enterprise requirements for this qualification include the following facets :

Communication 

Qualifications at this level cover the competencies of using an extensive range of workplace communication strategies for interacting confidently with internal and external clients. This requires the following performance outcomes:

• Respond to enquiries, receive and give directions, participate in meetings and make presentations in the workgroup, including speaking, listening and reading non-verbal cues, and using reading, writing and visual literacy.
• Interpret and compose a range of workplace documents from a number of sources. This includes interpreting written information for workplace purposes and preparing written materials.
• Prepare verbal and written advice and reports containing information which is impartial, substantiated, accurate and complete and includes reflection, discussion, seeking clarification from others and tailoring communication to suit different and diverse audiences.
• Use communication language/style to take account of the task requirements and diversity of workgroup members including communicating with diverse audiences using conflict resolution, coaching, negotiation, self-assessment.
• Use formal and informal organisational communication channels including processing and acting on internal stakeholder input and feedback, using principles of interpersonal, group, system and organisational communication.
• Maintain records in a manner that is accurate, up-to-date and in a format acceptable to the organisation
• Use:

• effective listening
• questioning
• constructive feedback
• issues identification
• exploring options
• identifying areas of agreement
• recording agreements
• non-verbal as well as verbal communication
• culturally appropriate strategies, language and non-verbal cues
• a variety of words and language structures to explain sometimes complex ideas to different audiences
• strategies to overcome barriers to communication.

Teamwork 

Qualifications at this level cover the competencies of a member of a work team in a complex hierarchical organisation with formal definitions of authority, accountability, reporting and delegations. This requires the following performance outcomes:

• Determine the work unit's position in the organisational structure and its relationship with other work units. This includes acknowledging the contribution of the work role and the work unit to the organisation's vision, goals and outcomes and clarifying roles, responsibilities and professional working relationships in the workgroup while valuing individual differences within the workgroup.
• Respond to diversity including gender and disability, varying cultural expressions of emotion and emotional cues within a diverse workgroup.
• Build, expand and utilise internal networks, including identifying key internal stakeholders, identifying or establishing network links with key internal stakeholders and participating in internal networks.
• Maintain professional working relationships with colleagues including cooperating with others in the workgroup, sharing knowledge to complete tasks, making constructive contributions to team work, providing formal and informal feedback on workgroup effectiveness and deal ethically with colleagues, members of the public, suppliers and business contacts.

Problem solving 

Qualifications at this level cover the competencies of identifying, addressing and contributing to the resolution of routine workplace problems using collaboration and assistance from colleagues. This requires the following performance outcomes:

• Resolve situations which pose ethical problems or refer them in accordance with organisational guidelines including interpreting ethical values and principles and review with senior staff to ensure accuracy, managing conflicts of interest, recording decision-making processes used to resolve ethical problems and using models of ethical decision making/problem solving.
• Use customised solutions to client needs within the limits of your authority, and in accordance with legislation, policy and procedures including using information to develop options for consideration and action as required, including using numeracy skills to manage time and undertake mathematical tasks embedded in information or instructions, identifying ambiguity and uncertainty relating to changed roles, functions and procedures, and using problem-focused strategies for coping.

Initiative and enterprise 

Qualifications at this level cover the competencies required to take initiative within the boundaries of job descriptions, levels of authority and delegations. This requires the following performance outcomes:

• Use public resources in accordance with public sector ethics standards, organisational policy and guidelines, relevant standards and other information.
• Exercise judgment to resolve workplace issues including applying relevant standards and other information applying objective and impartial evaluation of conflicting requirements, using ethical decision making applying workplace procedures relating to ethical work practices, responding to diversity, including gender and disability.
• Acknowledge emotional intelligence, characterised by self-awareness (personal), self-management (personal), social awareness (social), relationship management (social).
• Establish new network links with key internal stakeholders in accordance with legislation, policy and procedures, including seeking assistance to deal with any misunderstandings or conflict situations that arise within internal networks in accordance with principles of conflict resolution

Self management 

Qualifications at this level cover the requirements for working effectively in a public sector organisation with a focus on self-management. This includes evaluating and developing your own expertise, identifying career options, working within the organisational structure and culture, and managing your own work. This requires the following performance outcomes:

• Personal work practices comply with public sector ethics standards, organisational policy and guidelines including an understanding of the organisation's context, working in a manner that has regard for the workgroup position and the organisation's structure, functioning, culture and vision and identifying work goals and clarify and prioritise in accordance with the organisation's requirements.
• Monitor work progress relative to set goals, strategies and outcomes including; identifying risks to the achievement of personal work outcomes and manage risks in accordance with organisational risk management requirements, revise work plans to attend to ongoing or new responsibilities, use self-reflection and negotiate workgroup tasks in accordance with individual strengths, personal preferences or development needs.

Learning 

Qualifications at this level cover both the provision of support to the skills development of others and personal learning activities. This includes the following performance outcomes:

• Assist with support, learning and development for others in achieving workgroup goals. This includes the establishing workgroup parameters, participating in the workgroup, assisting in learning and development and assisting workgroup members.
• Set personal learning goals and monitor progress towards them. This includes, identifying career options and pathways, potential competency recognition or development opportunities and applying them in accordance with organisational policy and procedures and assessing work-related competencies by reflecting on workplace experience and training, and from monitoring feedback on performance in the workplace.
• Seek and use feedback from clients and the workgroup to continuously improve personal effectiveness in working with diversity. This includes working with a coach or mentor and identifying areas requiring competency development by comparing current competencies with the competency requirements of current or anticipated duties. Develop a comprehensive knowledge of the organisation's structure and functioning and apply this in accordance with legislation, policy and procedures.

Technology 

Qualifications at this level cover the competencies required to operate workplace equipment and technology including communication technology and information management technology. Specialist elective competencies specify the range of technological requirements for that specialisation. This requires the following performance outcomes:

• Use technology to access workplace information and documents electronically (computers) and or in hard copy (printers, photocopiers).
• Maintain network communication through e-networks such as bulletin boards or virtual networks.
• Use computer technology for recordkeeping and financial management including:

• computer files
• databases
• information systems
• records management systems
• web sites

• Apply computer technology to data storage, security, retrieval and presentation.
• Use technology such as telephones, computers with audio and presentation software, answering machines, facsimiles.

This qualification requires 11 units of competency:

• 7 core units
• 4 elective units

Choose 4 elective units from the list below and/or

• from elsewhere within this Training Package, or  another endorsed Training Package or  Accredited Course.

Units selected should not duplicate content already covered by other units in this qualification .

All elective units must be selected from an equivalent qualification level or higher, unless otherwise stated.

** For this qualification, a maximum of one unit from Certificate II level may be used.

Core Units 

PSPETHC301B

Uphold the values and principles of public service

PSPGOV301B

Work effectively in the organisation

PSPGOV302B

Contribute to workgroup activities

PSPGOV308B

Work effectively with diversity

PSPGOV312A

Use workplace communication strategies

PSPLEGN301B

Comply with legislation in the public sector

PSPOHS301A

Contribute to workplace safety

Elective Units 

PSPCRT301B

Audio record court proceedings

PSPGOV303B

Build and maintain internal networks

PSPGOV305B

Access and use resources and financial systems

PSPGOV306B

Implement change

PSPGOV307B

Organise workplace information

PSPGOV309A

Address client needs

PSPGOV310A

Work in and with small, regional and remote organisations

PSPGOV311A

Work with a coach or mentor

PSPGOV313A

Compose workplace documents

PSPGOV314A

Contribute to conflict management

PSPGOV315A

Give and receive workplace feedback

PSPPROC303A

Carry out basic procurement

PSPSCI301A

Assist with scientific technical support

PSPSCI302A

Support innovation and change through extension

PSPSCI303A

Undertake scientific/technological research

BSBADM301B

Produce texts from shorthand notes

BSBADM303B

Produce texts from audio transcription

BSBITU302A

Create electronic presentations

BSBLED301A

Undertake elearning

BSBMKG402B

Analyse consumer behaviour for specific markets

BSBMKG408B

Conduct market research

BSBRKG302B

Undertake disposal

BSBRKG303B

Retrieve information from records

BSBRKG304B

Maintain business records

CHCCD307C

Support community resources

PUAWER001B

Identify, prevent and report potential workplace emergency situations

PUAWER004B

Respond to workplace emergencies

PUAWER008B

Confine small workplace emergencies