Modification History
Release |
TP Version |
Comments |
3 |
PSP12V1 |
Layout adjusted. No changes to content. |
2 |
PSP04V4.2 |
Layout adjusted. No changes to content. |
1 |
PSP04V4.1 |
Primary release. |
Unit Descriptor
This unit covers the ability to support the resolution of complaints relating to workplace relations processes. It involves reviewing investigation or advisory processes and outcomes and conducting further research to ensure impartiality, completeness and relevance of information-gathering processes and advice given. It includes clarifying the details of the complaint and explaining the complaints procedure, reviewing records to identify gaps or inconsistencies, consulting staff and stakeholders, conducting research, reporting findings and evaluating processes to contribute to improvements.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Application of the Unit
In practice, people responsible for supporting the resolution of complaints relating to workplace relations processes may be working as:
- researcher or advisor in advisory organisations
- workplace relations inspector or investigator
- senior human resources officer with responsibility for compliance with workplace relations and other employment legislation
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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 range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Clarify details of complaint and explain procedure |
1.1. Complainant details are obtained and recorded and nature of involvement in workplace relations issue is confirmed. 1.2. Resolution procedure for complaints and impartiality of advisor are explained to complainant and confirmed as understood and accepted. 1.3. Details of complaint are obtained, recorded and verified with complainant. 1.4. Issues are analysed and those that cannot be resolved are explained or referred according to workplace procedures. 1.5. Process for issues that fall within level of authority is clarified and timeframe for resolution is proposed. |
2. Review records of workplace relations issue and conduct research |
2.1. Organisational records of the workplace relations issue and actions taken, information gathered and advice given are reviewed and possible errors or gaps in information are identified. 2.2. Staff and relevant stakeholders are consulted to clarify details of the workplace relations issue and gather information to complete or amend records. 2.3. Research is conducted to complete or amend information and advice. 2.4. Importance and urgency of the complaint are assessed and priority is allocated to enable timely and effective action. 2.5. Expert advice is sought as necessary according to workplace procedures. 2.6. Additional or amended information is recorded and validated with colleagues or relevant persons. |
3. Report on resolution of complaint |
3.1. Additional or amended information is incorporated into response according to complainant requirements and workplace procedures. 3.2. System records or reports are completed and processed according to workplace requirements. 3.3. Response is checked for accuracy, clarity, suitability of language for intended audience and compliance with workplace requirements. 3.4. Communications are conducted with complainant to convey outcomes of review and research. 3.5. Queries relating to additional or amended advice or to complaints procedures are responded to promptly and effectively. |
4. Contribute to process improvement |
4.1. Factors contributing to incomplete or incorrect information or advice are assessed and recorded. 4.2. Strategies for continuous improvement are suggested, sought from colleagues and relevant persons, and discussed. 4.3. Appropriate strategies are selected and proposals for change are documented and processed according to workplace procedures. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Assessment must confirm the ability to:
Consistency in performance Competency should be demonstrated by providing information to support resolution of a range of complaints relating to workplace relations advice or investigation outcomes. |
Context of and specific resources for assessment |
Assessment must comply with:
Access may be required to:
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Guidance information for assessment |
The following assessment methods are suggested:
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate. |
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Range Statement
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. |
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Complainants may include: |
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Workplace relations issues may include: |
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Complaints may include: |
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Stakeholders may include: |
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Research may include: |
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Unit Sector(s)
Not applicable.
Competency field
Workplace Relations.