BSB07 Business Services Training Package

Release: 8.1

Contents

Training Package Details	37

Preliminary Information	38

Overview	39

History	44

Qualifications Framework	46

Qualification Pathways	52

List of AQF Qualifications in BSB07 Version 8	53

Skill Sets in this Training Package	56

Units of Competency in this Training Package	58

Imported Units of Competency in this Training Package	82

Mapping of qualifications to previous version of Training Package	85

Mapping of units to previous version of Training Package	90

Historical and General Information	99

Introduction to the Industry	117

Competency Standards - Industry Contextualisation	122

Employability Skills	128

Assessment Guidelines	133

Appendices	155

BSB10112 Certificate I in Business	174

BSB20112 Certificate II in Business	178

BSB20211 Certificate II in Customer Contact	182

BSB30112 Certificate III in Business	186

BSB30211 Certificate III in Customer Contact	191

BSB30307 Certificate III in Micro Business Operations	196

BSB30412 Certificate III in Business Administration	201

BSB30507 Certificate III in Business Administration(International Education)	207

BSB30612 Certificate III in International Trade	214

BSB30712 Certificate III in Work Health and Safety	220

BSB30807 Certificate III in Recordkeeping	223

BSB30912 Certificate III in Business Administration (Education)	228

BSB31012 Certificate III in Business Administration (Legal)	234

BSB31112 Certificate III in Business Administration (Medical)	240

BSB40107 Certificate IV in Advertising	246

BSB40110 Certificate IV in Legal Services	252

BSB40212 Certificate IV in Business	258

BSB40312 Certificate IV in Customer Contact	264

BSB40407 Certificate IV in Small Business Management	269

BSB40507 Certificate IV in Business Administration	275

BSB40610 Certificate IV in Business Sales	281

BSB40707 Certificate IV in Franchising	286

BSB40812 Certificate IV in Frontline Management	291

BSB40907 Certificate IV in Governance	298

BSB41013 Certificate IV in Human Resources	303

BSB41107 Certificate IV in International Trade	308

BSB41307 Certificate IV in Marketing	314

BSB41412 Certificate IV in Work Health and Safety	319

BSB41513 Certificate IV in Project Management Practice	324

BSB41607 Certificate IV in Purchasing	328

BSB41707 Certificate IV in Recordkeeping	334

BSB41807 Certificate IV in Unionism and Industrial Relations	341

BSB41910 Certificate IV in Business (Governance)	349

BSB50107 Diploma of Advertising	355

BSB50110 Diploma of Legal Services	362

BSB50207 Diploma of Business	367

BSB50311 Diploma of Customer Contact	373

BSB50407 Diploma of Business Administration	379

BSB50507 Diploma of Franchising	385

BSB50613 Diploma of Human Resources Management	391

BSB50710 Diploma of Business (Governance)	397

BSB50807 Diploma of International Business	402

BSB51107 Diploma of Management	409

BSB51207 Diploma of Marketing	415

BSB51312 Diploma of Work Health and Safety	421

BSB51413 Diploma of Project Management	426

BSB51507 Diploma of Purchasing	431

BSB51607 Diploma of Quality Auditing	438

BSB51707 Diploma of Recordkeeping	444

BSB51807 Diploma of Unionism and Industrial Relations	450

BSB60110 Advanced Diploma of Advertising	457

BSB60207 Advanced Diploma of Business	463

BSB60407 Advanced Diploma of Management	469

BSB60507 Advanced Diploma of Marketing	474

BSB60612 Advanced Diploma of Work Health and Safety	479

BSB60707 Advanced Diploma of Project Management	483

BSB60807 Advanced Diploma of Recordkeeping	487

BSB60907 Advanced Diploma of Management (Human Resources)	493

BSBSS00001 Aspiring Supervisor Skill Set	500

BSBSS00002 Basic Contact Centre Operations Skill Set	502

BSBSS00003 Copyright Skill Set	504

BSBSS00004 Design Fundamentals Skill Set	506

BSBSS00005 Design Protection Skill Set	508

BSBSS00006 Franchising Skill Set	510

BSBSS00007 Governance Induction Skill Set	512

BSBSS00008 Innovation Leadership Skill Set	514

BSBSS00009 Innovation Practice Skill Set	515

BSBSS00010 Intellectual Property Strategic Management Skill Set	516

BSBSS00011 Key Management Skill Set	518

BSBSS00012 Key Recordkeeping Skill Set	520

BSBSS00013 Legal Transcription Skill Set	522

BSBSS00014 Managing Innovation Skill Set	524

BSBSS00015 Medical Transcription Skill Set	526

BSBSS00016 Patent Skill Set	528

BSBSS00017 Small Business Contracting Skill Set	530

BSBSS00018 Small Business Financial Management Skill Set	532

BSBSS00019 Small Business Home Based Business Skill Set	534

BSBSS00020 Small Business Indigenous Corporate Governance Skill Set	536

BSBSS00021 Small Business Intellectual Property Skill Set	538

BSBSS00022 Small Business Marketing Skill Set	540

BSBSS00023 Small Business Operations Preparatory Skill Set	542

BSBSS00024 Small Business Preparatory Skill Set	544

BSBSS00025 Trade Mark Skill Set	546

BSBSS00026 Workforce Development Implementation Skill Set	548

BSBSS00027 Workforce Planning and Development Skill Set	549

BSBADM101A Use business equipment and resources	550

BSBADM301B Produce texts from shorthand notes	557

BSBADM302B Produce texts from notes	563

BSBADM303B Produce texts from audio transcription	569

BSBADM307B Organise schedules	576

BSBADM311A Maintain business resources	582

BSBADM401B Produce complex texts from shorthand notes	590

BSBADM405B Organise meetings	597

BSBADM406B Organise business travel	605

BSBADM407B Administer projects	613

BSBADM409A Coordinate business resources	621

BSBADM411A Produce complex texts from audio transcription	628

BSBADM502B Manage meetings	636

BSBADM503B Plan and manage conferences	645

BSBADM504B Plan or review administrative systems	655

BSBADM506B Manage business document design and development	663

BSBADV402B Conduct pre campaign testing	670

BSBADV403B Monitor advertising production	678

BSBADV404B Schedule advertisements	687

BSBADV405A Perform media calculations	694

BSBADV406A Buy and monitor media	700

BSBADV407A Apply media analysis and processing tools	707

BSBADV408A Review advertising media options	714

BSBADV503B Coordinate advertising research	722

BSBADV507B Develop a media plan	731

BSBADV509A Create mass print media advertisements	744

BSBADV510A Create mass electronic media advertisements	753

BSBADV602B Develop an advertising campaign	763

BSBADV603B Manage advertising production	772

BSBADV604B Execute an advertising campaign	781

BSBADV605B Evaluate campaign effectiveness	789

BSBATSIC411C Communicate with the community	798

BSBATSIC412A Maintain and protect cultural values in the organisation	806

BSBATSIC511A Plan and conduct a community meeting	816

BSBATSIL408C Manage a board meeting	824

BSBATSIL411A Undertake the roles and responsibilities of a board member	834

BSBATSIL412A Participate effectively as a board member	843

BSBATSIL413A Review and apply the constitution	850

BSBATSIL503C Manage conflict	856

BSBATSIL510A Appoint and work with a manager	862

BSBATSIL511A Lead the organisation's strategic planning cycle	869

BSBATSIL512A Be a leader in the community	877

BSBATSIM412B Implement a business like approach	886

BSBATSIM414C Oversee the organisation's annual budget	892

BSBATSIM416A Oversee organisational planning	899

BSBATSIM417A Implement organisational plans	910

BSBATSIM418A Oversee financial management	919

BSBATSIM419A Contribute to the development and implementation of organisational policies	926

BSBATSIM420A Oversee asset management	933

BSBATSIM421A Support a positive and culturally appropriate workplace culture	941

BSBATSIM505C Control organisational finances	950

BSBATSIM506C Develop employment policies	959

BSBATSIM511C Develop enterprise opportunities	966

BSBATSIM514A Recruit and induct staff	975

BSBATSIW416C Obtain and manage consultancy services	983

BSBATSIW417C Select and use technology	990

BSBATSIW514C Represent your organisation	997

BSBATSIW515C Secure funding	1005

BSBAUD402B Participate in a quality audit	1012

BSBAUD501B Initiate a quality audit	1022

BSBAUD503B Lead a quality audit	1031

BSBAUD504B Report on a quality audit	1038

BSBCCO203A Conduct customer contact	1046

BSBCCO204A Collect data	1054

BSBCCO205A Prepare for work in a customer contact environment	1060

BSBCCO301B Use multiple information systems	1067

BSBCCO302B Deploy customer service field staff	1074

BSBCCO303B Conduct a telemarketing campaign	1081

BSBCCO304C Provide sales solutions to customers	1090

BSBCCO305B Process credit applications	1097

BSBCCO306B Process complex accounts	1104

BSBCCO307A Work effectively in customer contact	1112

BSBCCO308A Conduct outbound customer contact	1119

BSBCCO309A Develop product and service knowledge for customer contact operation	1127

BSBCCO403A Schedule customer contact activity	1133

BSBCCO404A Collect, analyse and record information	1139

BSBCCO405A Survey stakeholders to gather and record information	1146

BSBCCO406A Run a multicentre	1153

BSBCCO407A Administer customer contact technology	1159

BSBCCO501B Develop business continuity strategy	1165

BSBCCO502A Establish a multicentre	1172

BSBCCO503A Manage data interrogation	1178

BSBCCO504A Integrate customer contact operations in the organisation	1184

BSBCCO601B Optimise customer contact operations	1191

BSBCCO602B Manage customer contact information	1198

BSBCCO603B Design and launch new customer contact facilities	1204

BSBCCO604B Develop and maintain a service level strategy	1213

BSBCCO605B Develop and maintain a customer contact marketing strategy	1220

BSBCCO606B Forecast and plan using customer contact traffic information analysis	1229

BSBCCO607B Manage customer contact centre staffing	1236

BSBCCO608B Manage customer contact operational costs	1245

BSBCMM101A Apply basic communication skills	1252

BSBCMM201A Communicate in the workplace	1258

BSBCMM301B Process customer complaints	1265

BSBCMM401A Make a presentation	1271

BSBCMM402A Implement effective communication strategies	1279

BSBCMM501A Develop and nurture relationships	1288

BSBCOM401B Organise and monitor the operation of compliance management system	1296

BSBCOM402B Implement processes for the management of a breach in compliance requirements	1311

BSBCOM403B Provide education and training on compliance requirements and systems	1324

BSBCOM404B Promote and liaise on compliance requirements, systems and related issues	1338

BSBCOM405A Promote compliance with legislation	1354

BSBCOM406A Conduct work within a compliance framework	1362

BSBCOM501B Identify and interpret compliance requirements	1368

BSBCOM502B Evaluate and review compliance	1380

BSBCOM503B Develop processes for the management of breaches in compliance requirements	1393

BSBCOM601B Research compliance requirements and issues	1404

BSBCOM602B Develop and create compliance requirements	1415

BSBCOM603C Plan and establish compliance management systems	1427

BSBCON401A Work effectively in a business continuity context	1439

BSBCON601B Develop and maintain business continuity plans	1448

BSBCON701A Establish and review the business continuity management framework and strategies	1460

BSBCRT101A Apply critical thinking techniques	1470

BSBCRT301A Develop and extend critical and creative thinking skills	1479

BSBCRT401A Articulate, present and debate ideas	1490

BSBCRT402A Collaborate in a creative process	1498

BSBCRT403A Explore the history and social impact of creativity	1507

BSBCRT501A Originate and develop concepts	1514

BSBCRT601A Research and apply concepts and theories of creativity	1526

BSBCUS201B Deliver a service to customers	1535

BSBCUS301B Deliver and monitor a service to customers	1542

BSBCUS401B Coordinate implementation of customer service strategies	1550

BSBCUS402B Address customer needs	1558

BSBCUS403B Implement customer service standards	1565

BSBCUS501C Manage quality customer service	1571

BSBDES201A Follow a design process	1578

BSBDES202A Evaluate the nature of design in a specific industry context	1587

BSBDES301A Explore the use of colour	1594

BSBDES302A Explore and apply the creative design process to 2D forms	1602

BSBDES303A Explore and apply the creative design process to 3D forms	1610

BSBDES304A Source and apply design industry knowledge	1618

BSBDES305A Source and apply information on the history and theory of design	1626

BSBDES401A Generate design solutions	1633

BSBDES402A Interpret and respond to a design brief	1643

BSBDES403A Develop and extend design skills and practice	1652

BSBDES501A Implement design solutions	1660

BSBDES502A Establish, negotiate and refine a design brief	1669

BSBDES601A Manage design realisation	1678

BSBDES602A Research global design trends	1686

BSBDES701A Research and apply design theory	1694

BSBDIV301A Work effectively with diversity	1702

BSBDIV501A Manage diversity in the workplace	1708

BSBDIV601A Develop and implement diversity policy	1715

BSBDIV701A Develop cross cultural communication and negotiation strategies	1723

BSBEBU401A Review and maintain a website	1732

BSBEBU501A Investigate and design e business solutions	1739

BSBEBU502A Implement e business solutions	1748

BSBEDU301A Assist with monitoring compliance in international education services	1756

BSBEDU302A Assist in resolution of issues and incidents in an international education environment	1768

BSBEDU303A Assist with the provision of international education information	1780

BSBEDU304A Assist with the provision of pastoral care services to international students	1791

BSBEDU305A Assist with international education events and programs	1803

BSBEDU401A Coordinate provision of pastoral care services to international students	1814

BSBEDU501A Facilitate international education compliance	1826

BSBEDU502A Manage international education issues and incidents	1838

BSBEDU503A Manage international student recruitment and selection	1850

BSBEDU504A Manage international education and training processes	1862

BSBEDU505A Manage international client accommodation services	1874

BSBEDU506A Facilitate international education events and programs	1884

BSBEDU507A Manage transnational offshore education programs	1895

BSBEDU508A Manage international education financial and administrative processes	1906

BSBEDU509A Use information to enhance international education work role performance	1918

BSBEDU701A Investigate current trends in internationalisation of education	1927

BSBEDU702A Establish international onshore education initiatives	1937

BSBEDU703A Establish transnational offshore education initiatives	1947

BSBEDU704A Conduct applied international education research	1957

BSBEMS401B Develop and implement business development strategies to expand client base	1965

BSBEMS402B Develop and implement strategies to source and assess candidates	1972

BSBEMS403B Develop and provide employment management services to candidates	1980

BSBEMS404B Manage the recruitment process for client organisations	1988

BSBFIA301A Maintain financial records	1997

BSBFIA302A Process payroll	2006

BSBFIA303A Process accounts payable and receivable	2014

BSBFIA304A Maintain a general ledger	2025

BSBFIA401A Prepare financial reports	2031

BSBFIA402A Report on financial activity	2038

BSBFIA501A Report on finances related to international business	2047

BSBFIM501A Manage budgets and financial plans	2058

BSBFIM502A Manage payroll	2067

BSBFIM601A Manage finances	2076

BSBFIM701A Manage financial resources	2085

BSBFLM303C Contribute to effective workplace relationships	2096

BSBFLM305C Support operational plan	2104

BSBFLM306C Provide workplace information and resourcing plans	2113

BSBFLM309C Support continuous improvement systems and processes	2123

BSBFLM311C Support a workplace learning environment	2132

BSBFLM312C Contribute to team effectiveness	2141

BSBFRA301B Work within a franchise	2151

BSBFRA401B Manage compliance with franchisee obligations and legislative requirements	2158

BSBFRA402B Establish a franchise	2165

BSBFRA403B Manage relationship with franchisor	2172

BSBFRA404B Manage a multiple site franchise	2179

BSBFRA501B Establish a franchise operation	2187

BSBFRA502B Manage a franchise operation	2195

BSBFRA503B Manage establishment of new sites or regions	2203

BSBFRA504B Manage relationships with franchisees	2212

BSBFRA505B Manage closure of a franchise	2219

BSBGOV401A Implement Board member responsibilities	2226

BSBGOV402A Work within organisational structure	2234

BSBGOV403A Analyse financial reports and budgets	2242

BSBHRM403B Support performance-management processes	2250

BSBHRM404A Review human resources functions	2257

BSBHRM405A Support the recruitment, selection and induction of staff	2265

BSBHRM501B Manage human resources services	2273

BSBHRM502A Manage human resources management information systems	2281

BSBHRM505B Manage remuneration and employee benefits	2288

BSBHRM506A Manage recruitment selection and induction processes	2296

BSBHRM507A Manage separation or termination	2304

BSBHRM509A Manage rehabilitation or return to work programs	2312

BSBHRM510A Manage mediation processes	2319

BSBHRM511A Manage expatriate staff	2328

BSBHRM512A Develop and manage performance-management processes	2335

BSBHRM513A Manage workforce planning	2343

BSBHRM602B Manage human resources strategic planning	2349

BSBHRM604A Manage employee relations	2356

BSBIND201A Work effectively in a business environment	2365

BSBIND301A Work effectively in an educational environment	2373

BSBIND302A Work effectively in the international education services industry	2383

BSBINM201A Process and maintain workplace information	2393

BSBINM202A Handle mail	2400

BSBINM301A Organise workplace information	2409

BSBINM302A Utilise a knowledge management system	2418

BSBINM303A Handle receipt and despatch of information	2425

BSBINM401A IMPLEMENT WORKPLACE INFORMATION SYSTEM	2435

BSBINM501A Manage an information or knowledge management system	2442

BSBINM601A Manage knowledge and information	2451

BSBINN201A Contribute to workplace innovation	2460

BSBINN301A Promote innovation in a team environment	2468

BSBINN501A Establish systems that support innovation	2477

BSBINN502A Build and sustain an innovative work environment	2487

BSBINN601B Manage organisational change	2496

BSBINN801A Lead innovative thinking and practice	2503

BSBINT301B Apply knowledge of the international trade environment to complete work	2514

BSBINT302B Apply knowledge of legislation relevant to international trade to complete work	2522

BSBINT303B Organise the importing and exporting of goods	2530

BSBINT304B Assist in the international transfer of services	2540

BSBINT305B Prepare business documents for the international trade of goods	2548

BSBINT306B Apply knowledge of international finance and insurance to complete work requirements	2558

BSBINT401B Research international business opportunities	2566

BSBINT405B Apply knowledge of import and export international conventions, laws and finance	2574

BSBINT407B Prepare business advice on export Free on Board Value	2583

BSBINT408B Prepare business advice on the taxes and duties for international trade transactions	2590

BSBINT409B Plan for international trade	2597

BSBIPR301A Comply with organisational requirements for protection and use of intellectual property	2607

BSBIPR401A Use and respect copyright	2615

BSBIPR402A Protect and use new inventions and innovations	2626

BSBIPR403A Protect and use brands and business identity	2636

BSBIPR404A Protect and use innovative designs	2646

BSBIPR405A Protect and use intangible assets in small business	2656

BSBIPR501A Manage intellectual property to protect and grow business	2667

BSBIPR601A Develop and implement strategies for intellectual property management	2679

BSBITA401A Design databases	2689

BSBITA601A Configure and optimise customer contact technology	2697

BSBITB501A Establish and maintain a workgroup computer network	2704

BSBITB701A Implement advanced electronic technologies	2713

BSBITS401B Maintain business technology	2724

BSBITU101A Operate a personal computer	2732

BSBITU102A Develop keyboard skills	2739

BSBITU201A Produce simple word processed documents	2745

BSBITU202A Create and use spreadsheets	2754

BSBITU203A Communicate electronically	2763

BSBITU301A Create and use databases	2771

BSBITU302B Create electronic presentations	2779

BSBITU303A Design and produce text documents	2788

BSBITU304A Produce spreadsheets	2797

BSBITU305A Conduct online transactions	2806

BSBITU306A Design and produce business documents	2813

BSBITU307A Develop keyboarding speed and accuracy	2821

BSBITU309A Produce desktop published documents	2827

BSBITU401A Design and develop complex text documents	2836

BSBITU402A Develop and use complex spreadsheets	2846

BSBITU404A Produce complex desktop published documents	2855

BSBLED101A Plan skills development	2864

BSBLED301A Undertake e-learning	2871

BSBLED401A Develop teams and individuals	2881

BSBLED501A Develop a workplace learning environment	2889

BSBLED502A Manage programs that promote personal effectiveness	2898

BSBLED503A Maintain and enhance professional practice	2906

BSBLED701A Lead personal and strategic transformation	2916

BSBLED702A Lead learning strategy implementation	2927

BSBLED703A Implement improved learning practice	2941

BSBLED704A Review enterprise e learning systems and solutions implementation	2952

BSBLED705A Plan and implement a mentoring program	2965

BSBLED706A Plan and implement a coaching strategy	2977

BSBLED707A Establish career development services	2989

BSBLED708A Conduct a career development session	3000

BSBLED709A Identify and communicate trends in career development	3011

BSBLED710A Develop human capital	3021

BSBLEG301A Apply knowledge of the legal system to complete tasks	3030

BSBLEG302A Carry out search of the public record	3043

BSBLEG303A Deliver court documentation	3052

BSBLEG304A Apply the principles of confidentiality and security within the legal environment	3061

BSBLEG305A Use legal terminology in order to carry out tasks	3070

BSBLEG306A Maintain records for time and disbursements in a legal practice	3077

BSBLEG308A Assist in prioritising and planning activities in a legal practice	3085

BSBLEG403B Maintain trust accounts	3094

BSBLEG413A Identify and apply the legal framework	3102

BSBLEG414A Establish and maintain a file in legal services	3109

BSBLEG415A Apply the principles of contract law	3122

BSBLEG416A Apply the principles of the law of torts	3128

BSBLEG417A Apply the principles of evidence law	3134

BSBLEG418A Produce complex legal documents	3141

BSBLEG510A Apply legal principles in family law matters	3150

BSBLEG511A Apply legal principles in criminal law matters	3161

BSBLEG512A Apply legal principles in property law matters	3170

BSBLEG513A Apply legal principles in corporation law matters	3180

BSBLEG514A Assist with civil procedure	3190

BSBLEG515A Apply legal principles in wills and probate matters	3198

BSBMED301B Interpret and apply medical terminology appropriately	3206

BSBMED302B Prepare and process medical accounts	3216

BSBMED303B Maintain patient records	3227

BSBMED304B Assist in controlling stocks and supplies	3235

BSBMED305B Apply the principles of confidentiality, privacy and security within the medical environment	3242

BSBMED401B Manage patient record keeping system	3249

BSBMGT401A Show leadership in the workplace	3256

BSBMGT402A Implement operational plan	3262

BSBMGT403A Implement continuous improvement	3270

BSBMGT404A Lead and facilitate off site staff	3277

BSBMGT405A Provide personal leadership	3284

BSBMGT406A Plan and monitor continuous improvement	3292

BSBMGT502B Manage people performance	3300

BSBMGT515A Manage operational plan	3307

BSBMGT516C Facilitate continuous improvement	3315

BSBMGT605B Provide leadership across the organisation	3323

BSBMGT608C Manage innovation and continuous improvement	3332

BSBMGT615A Contribute to organisation development	3339

BSBMGT616A Develop and implement strategic plans	3347

BSBMGT617A Develop and implement a business plan	3354

BSBMGT618A Develop a contact centre business plan	3361

BSBMKG401B Profile the market	3368

BSBMKG402B Analyse consumer behaviour for specific markets	3381

BSBMKG408B Conduct market research	3390

BSBMKG409A Design direct response offers	3401

BSBMKG410A Test direct marketing activities	3411

BSBMKG411A Analyse direct marketing databases	3419

BSBMKG412A Conduct e-marketing communications	3428

BSBMKG413A Promote products and services	3436

BSBMKG414B Undertake marketing activities	3444

BSBMKG415A Research international markets	3451

BSBMKG416A Market goods and services internationally	3460

BSBMKG501B Identify and evaluate marketing opportunities	3469

BSBMKG502B Establish and adjust the marketing mix	3478

BSBMKG506B Plan market research	3487

BSBMKG507A Interpret Market Trends And Developments	3496

BSBMKG508A Plan direct marketing activities	3506

BSBMKG509A Implement and monitor direct marketing activities	3514

BSBMKG510B Plan e-marketing communications	3523

BSBMKG511A Analyse data from international markets	3533

BSBMKG512A Forecast international market and business needs	3542

BSBMKG513A Promote products and services to international markets	3553

BSBMKG514A Implement and monitor marketing activities	3562

BSBMKG515A Conduct a marketing audit	3570

BSBMKG516B Profile international markets	3578

BSBMKG517A Analyse consumer behaviour for specific international markets	3588

BSBMKG518A Plan and implement services marketing	3597

BSBMKG519A Plan and implement business-to-business marketing	3605

BSBMKG520A Manage compliance within the marketing legislative framework	3613

BSBMKG521A Plan and implement sponsorship and event marketing	3622

BSBMKG522A Plan measurement of marketing effectiveness	3632

BSBMKG523A Design and develop an integrated marketing communication plan	3640

BSBMKG603B Manage the marketing process	3651

BSBMKG605B Evaluate international marketing opportunities	3659

BSBMKG606B Manage international marketing programs	3671

BSBMKG607B Manage market research	3682

BSBMKG608A Develop organisational marketing objectives	3691

BSBMKG609A Develop a marketing plan	3701

BSBMKG610A Develop, implement and monitor a marketing campaign	3709

BSBMKG611A Manage measurement of marketing effectiveness	3716

BSBPMG404A Apply quality management techniques	3725

BSBPMG407A Apply risk management techniques	3733

BSBPMG409A Apply project scope-management techniques	3741

BSBPMG410A Apply project time-management techniques	3748

BSBPMG411A Apply project quality-management techniques	3755

BSBPMG412A Apply project cost-management techniques	3763

BSBPMG413A Apply project human resources management approaches	3770

BSBPMG414A Apply project information management and communications techniques	3779

BSBPMG415A Apply project risk-management techniques	3786

BSBPMG416A Apply project procurement procedures	3794

BSBPMG417A Apply project life cycle management processes	3804

BSBPMG418A Apply project stakeholder engagement techniques	3812

BSBPMG510A Manage projects	3820

BSBPMG511A Manage project scope	3829

BSBPMG512A Manage project time	3836

BSBPMG513A Manage project quality	3843

BSBPMG514A Manage project cost	3851

BSBPMG515A Manage project human resources	3857

BSBPMG516A Manage project information and communication	3863

BSBPMG517A Manage project risk	3870

BSBPMG518A Manage project procurement	3878

BSBPMG519A Manage project stakeholder engagement	3886

BSBPMG520A Manage project governance	3894

BSBPMG521A Manage project integration	3901

BSBPMG522A Undertake project work	3909

BSBPMG601A Direct the integration of projects	3918

BSBPMG602A Direct the scope of a project program	3926

BSBPMG603A Direct time management of a project program	3934

BSBPMG604A Direct cost management of a project program	3942

BSBPMG605A Direct quality management of a project program	3950

BSBPMG606A Direct human resources management of a project program	3957

BSBPMG607A Direct communications management of a project program	3965

BSBPMG608A Direct risk management of a project program	3973

BSBPMG609A Direct procurement and contracting for a project program	3980

BSBPRO301A Recommend products and services	3988

BSBPRO401A Develop product knowledge	3997

BSBPUB401A Develop and apply knowledge of public relations industry	4003

BSBPUB402A Develop public relations campaigns	4011

BSBPUB403A Develop public relations documents	4020

BSBPUB501A Manage the public relations publication process	4029

BSBPUB502A Develop and manage complex public relations campaigns	4039

BSBPUB503A Manage fundraising and sponsorship activities	4049

BSBPUB504A Develop and implement crisis management plans	4058

BSBPUR301B Purchase goods and services	4065

BSBPUR401B Plan purchasing	4071

BSBPUR402B Negotiate contracts	4079

BSBPUR403B Conduct international purchasing	4087

BSBPUR501C Develop, implement and review purchasing strategies	4097

BSBPUR502B Manage supplier relationships	4105

BSBPUR503C Manage international purchasing	4113

BSBPUR504B Manage a supply chain	4122

BSBREL401A Establish networks	4130

BSBREL402A Build client relationships and business networks	4137

BSBREL403A Implement international client relationship strategies	4146

BSBREL501A Build international client relationships	4154

BSBREL502A Build international business networks	4162

BSBREL701A Develop and cultivate collaborative partnerships and relationships	4171

BSBRES401A Analyse and present research information	4186

BSBRES404A Research legal information using primary sources	4195

BSBRES502A Research legal information using secondary sources	4206

BSBRES801A Initiate and lead applied research	4214

BSBRKG301B Control records	4226

BSBRKG302B Undertake disposal	4237

BSBRKG303B Retrieve information from records	4250

BSBRKG304B Maintain business records	4259

BSBRKG305A Review recordkeeping functions	4268

BSBRKG401B Review the status of a record	4277

BSBRKG402B Provide information from and about records	4286

BSBRKG403C Set up a business or records system for a small business	4294

BSBRKG404A Monitor and maintain records in an online environment	4302

BSBRKG502B Manage and monitor business or records systems	4310

BSBRKG505B Document or reconstruct a business or records system	4324

BSBRKG506A Develop and maintain terminology and classification schemes	4335

BSBRKG601B Define recordkeeping framework	4345

BSBRKG603B Prepare a functional analysis for an organisation	4356

BSBRKG604B Determine security and access rules and procedures	4365

BSBRKG605B Determine records requirements to document a function	4376

BSBRKG606B Design a records retention and disposal schedule	4384

BSBRKG607B Document and monitor the record creating context	4394

BSBRKG608B Plan management of records over time	4402

BSBRSK401A Identify risk and apply risk management processes	4412

BSBRSK501B Manage risk	4420

BSBSLS407A Identify and plan sales prospects	4427

BSBSLS408A Present, secure and support sales solutions	4435

BSBSLS501A Develop a sales plan	4443

BSBSLS502A Lead and manage a sales team	4450

BSBSMB201A Identify suitability for micro business	4457

BSBSMB301A Investigate micro business opportunities	4465

BSBSMB302A Develop a micro business proposal	4473

BSBSMB303A Organise finances for the micro business	4483

BSBSMB304A Determine resource requirements for the micro business	4491

BSBSMB305A Comply with regulatory, taxation and insurance requirements for the micro business	4499

BSBSMB306A Plan a home based business	4507

BSBSMB307A Set up information and communications technology for the micro business	4514

BSBSMB401A Establish legal and risk management requirements of small business	4521

BSBSMB402A Plan small business finances	4530

BSBSMB403A Market the small business	4538

BSBSMB404A Undertake small business planning	4546

BSBSMB405B Monitor and manage small business operations	4557

BSBSMB406A Manage small business finances	4564

BSBSMB407A Manage a small team	4572

BSBSMB408B Manage personal, family, cultural and business obligations	4581

BSBSMB409A Build and maintain relationships with small business stakeholders	4589

BSBSUS201A Participate in environmentally sustainable work practices	4598

BSBSUS301A Implement and monitor environmentally sustainable work practices	4606

BSBSUS501A Develop workplace policy and procedures for sustainability	4619

BSBWHS201A Contribute to health and safety of self and others	4630

BSBWHS301A Maintain workplace safety	4636

BSBWHS302A Apply knowledge of WHS legislation in the workplace	4645

BSBWHS303A Participate in WHS hazard identification, risk assessment and risk control	4653

BSBWHS304A Participate effectively in WHS communication and consultation processes	4663

BSBWHS305A Contribute to WHS issue resolution	4671

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements	4679

BSBWHS402A Assist with compliance with WHS laws	4688

BSBWHS403A Contribute to implementing and maintaining WHS consultation and participation processes	4695

BSBWHS404A Contribute to WHS hazard identification, risk assessment and risk control	4703

BSBWHS405A Contribute to implementing and maintaining WHS management systems	4711

BSBWHS406A Assist with responding to incidents	4719

BSBWHS407A Assist with claims management, rehabilitation and return-to-work programs	4727

BSBWHS408A Assist with effective WHS management of contractors	4734

BSBWHS409A Assist with workplace monitoring processes	4741

BSBWHS410A Contribute to work-related health and safety measures and initiatives	4752

BSBWHS501A Ensure a safe workplace	4760

BSBWHS502A Manage effective WHS consultation and participation processes	4768

BSBWHS503A Contribute to the systematic management of WHS risk	4778

BSBWHS504A Manage WHS hazards and risks	4788

BSBWHS505A Investigate WHS incidents	4797

BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems	4808

BSBWHS507A Contribute to managing WHS information systems	4819

BSBWHS508A Manage WHS hazards associated with plant	4831

BSBWHS509A Facilitate the development and use of hazard-management tools	4843

BSBWHS510A Contribute to implementing emergency procedures	4852

BSBWHS601A Apply legislative frameworks for WHS	4863

BSBWHS602A Facilitate WHS activities	4871

BSBWHS603A Implement WHS risk management	4881

BSBWHS604A Evaluate the WHS performance of organisations	4892

BSBWHS605A Develop, implement and maintain WHS management systems	4903

BSBWHS606A Conduct a WHS audit	4912

BSBWHS607A Apply ergonomics to manage WHS hazards and risks	4925

BSBWHS608A Assist with applying occupational hygiene to manage WHS hazards and risks	4934

BSBWHS609A Advise on the application of safe design principles to control WHS risks	4945

BSBWOR201A Manage personal stress in the workplace	4957

BSBWOR202A Organise and complete daily work activities	4964

BSBWOR203B Work effectively with others	4972

BSBWOR204A Use business technology	4978

BSBWOR301B Organise personal work priorities and development	4986

BSBWOR302A Work effectively as an off site worker	4994

BSBWOR401A Establish effective workplace relationships	5003

BSBWOR402A Promote team effectiveness	5012

BSBWOR403A Manage stress in the workplace	5020

BSBWOR404B Develop work priorities	5030

BSBWOR501B Manage personal work priorities and professional development	5038

BSBWOR502B Ensure team effectiveness	5045

BSBWRK401A Develop and implement an organising plan	5053

BSBWRK402A Empower workers	5060

BSBWRK403A Communicate with workers	5069

BSBWRK404A Promote equality of opportunity and fair treatment for all workers	5076

BSBWRK405A Promote union values, principles and policies	5084

BSBWRK406A Participate in the bargaining process	5092

BSBWRK407A Provide advice to union members	5099

BSBWRK408A Undertake negotiations	5106

BSBWRK409A Prepare for and participate in dispute resolution	5114

BSBWRK411A Support employee and industrial relations procedures	5121

BSBWRK501A Develop, manage and review campaigns and projects	5129

BSBWRK502A Represent the union in key forums	5137

BSBWRK503A Coordinate case preparation and research	5143

BSBWRK504A Advocate and present cases for members	5151

BSBWRK505A Develop, implement and manage union policy	5158

BSBWRK506A Coordinate research and analysis	5165

BSBWRK507A Apply strategic unionism	5172

BSBWRK508A Manage and oversee bargaining	5181

BSBWRK510A Manage employee relations	5188

BSBWRT301A Write simple documents	5195

BSBWRT401A Write complex documents	5202

BSBWRT501A Write persuasive copy	5210

CHCAD402D Support the interests, rights and needs of clients within duty of care requirements	5218

CHCCS405C Identify and address specific client needs	5225

CHCCS407C Operate referral procedures	5235

CHCCS412E Deliver and develop client services	5240

CHCFAM504C Respond to and contain critical incidents	5247

CHCINF505D Meet statutory and organisation information requirements	5257

CHCORG501B Facilitate workplace change and innovation	5264

CHCPOL403C Undertake research activities	5271

CPPDSM4047A Implement and monitor procurement process	5278

CPPWMT3044A Identify wastes and hazards	5288

CUFWRT301A Write content for a range of media	5296

CUFWRT302A Write simple stories	5308

CUFWRT401A Edit texts	5317

CUFWRT402A Write extended stories	5328

FNSACC301A Process financial transactions and extract interim reports	5340

FNSACC406A Set up and operate a computerised accounting system	5350

FNSFLT201A Develop and use a personal budget	5359

FNSSAM301A Identify opportunities for cross-selling products and services	5368

FNSSAM402A Implement a sales plan	5374

HLTFA302C Provide first aid in remote situation	5381

HLTFA311A Apply first aid	5390

ICAICT103A Use, communicate and search securely on the internet	5401

ICAICT203A Operate application software packages	5413

ICAICT209A Interact with ICT clients	5424

ICAICT511A Match IT needs with the strategic direction of the enterprise	5430

ICAICT515A Verify client business requirements	5435

ICASAS204A Record client support requirements	5442

ICASAS305A Provide IT advice to clients	5447

MSS015002A Develop strategies for more sustainable use of resources	5454

MSAENV472B Implement and monitor environmentally sustainable work practices	5460

PUAWER001B Identify, prevent and report potential workplace emergency situations	5470

PUAWER002B Ensure workplace emergency prevention procedures, systems and processes are implemented	5477

PUAWER003B Manage and monitor workplace emergency procedures, equipment and other resources	5482

PUAWER004B Respond to workplace emergencies	5488

PSPETHC301B Uphold the values and principles of public service	5494

PSPETHC401A Uphold and support the values and principles of public service	5504

PSPETHC501B Promote the values and ethos of public service	5513

PSPGOV314A Contribute to conflict management	5522

PSPGOV406B Gather and analyse information	5530

PSPGOV407B Provide a quotation	5538

PSPGOV422A Apply government processes	5546

PSPGOV507A Undertake negotiations	5554

PSPGOV602B Establish and maintain strategic networks	5562

PSPHR616A Manage performance management system	5569

PSPLEGN301B Comply with legislation in the public sector	5579

PSPMNGT614A Facilitate knowledge management	5586

PSPPM402B Manage simple projects	5597

PSPPOL404A Support policy implementation	5608

PSPPROC406B Procure goods and services	5614

PSPPROC411A Plan procurement	5625

PSPPROC412A Develop and distribute requests for offers	5636

PSPPROC413A Select providers and develop contracts	5647

PSPPROC503B Manage contract performance	5657

PSPPROC504B Finalise contracts	5669

PSPPROC506A Plan to manage a contract	5678

PSPPROC607A Manage strategic contracts	5690

SIRXQUA001A Develop innovative ideas at work	5701

SIRXQUA002A Lead a team to foster innovation	5708

TAEASS301B Contribute to assessment	5716

TAEDEL301A Provide work skill instruction	5724

TAEDEL401A Plan, organise and deliver group-based learning	5734

TAETAS501B Undertake organisational training needs analysis	5743

TLIE4006A Collect, analyse and present workplace data and information	5749

FNSFLT203A Develop understanding of debt and consumer credit	5757

BSBHRM503B Manage performance management systems	5765

BSBHRM402A Recruit, select and induct staff	5773

Modification History

Version	Release Date	Comments
8.1	April 2013	ISC upgrade for: Updated elective units with the most current equivalent unit in: BSB50311 Diploma of Customer Contact BSB40312 Certificate IV in Customer Contact BSB41412 Certificate IV in Work Health and Safety Pathways into the qualification code updated BSB60907 Advanced Diploma of Management (Human Resources) BSB60707 Advanced Diploma of Project Management. 2 skill sets added: Workforce Planning and Development Workforce Development Implementation
8	March 2013	NSSC endorsement for: Qualifications: Revised human resources qualifications: BSB41007 Certificate IV in Human Resources; new code and title BSB41013 Certificate IV in Human Resources BSB50607 Diploma of Human Resources Management; new code and title BSB50613 Diploma of Human Resources Management Revised project management qualifications: BSB41507 Certificate IV in Project Management; new code and title BSB41513 Certificate IV in Project Management Practice BSB51407 Diploma of Project Management; new code and title BSB51413 Diploma of Project Management. Units: New human resources units: BSBHRM404A Review human resources functions BSBHRM405A Support the recruitment, selection and induction of staff BSBHRM512A Develop and manage performance-management processes BSBHRM513A Manage workforce planning BSBWRK411A Support employee and industrial relations procedures BSBWRK510A Manage employee relations. Revised human resources units: BSBHRM403B Support performance-management processes BSBHRM501B Manage human resources services Deleted human resources units: BSBHRM402A Recruit, select and induct staff BSBHRM503B Manage performance management systems BSBWRK410A Implement industrial relations procedures BSBWRK509A Manage industrial relations New project management units: BSBPMG409A Apply project scope-management techniques BSBPMG410A Apply project time-management techniques BSBPMG411A Apply project quality-management techniques BSBPMG412A Apply project cost-management techniques BSBPMG413A Apply project human resources management approaches BSBPMG414A Apply project information management and communications techniques BSBPMG415A Apply project risk-management techniques BSBPMG416A Apply project procurement procedures BSBPMG417A Apply project life cycle management processes BSBPMG418A Apply project stakeholder engagement techniques BSBPMG511A Manage project scope BSBPMG512A Manage project time BSBPMG513A Manage project quality BSBPMG514A Manage project cost BSBPMG515A Manage project human resources BSBPMG516A Manage project information and communication BSBPMG517A Manage project risk BSBPMG518A Manage project procurement BSBPMG519A Manage project stakeholder engagement BSBPMG520A Manage project governance BSBPMG521A Manage project integration BSBPMG522A Undertake project work Deleted project management units: BSBPMG401A Apply project scope management techniques BSBPMG402A Apply time management techniques BSBPMG403A Apply cost management techniques BSBPMG404A Apply quality management techniques BSBPMG405A Apply human resources management approaches BSBPMG406A Apply communications management techniques BSBPMG407A Apply risk management techniques BSBPMG408A Apply contract and procurement procedures BSBPMG501A Manage application of project integrative processes BSBPMG502A Manage project scope BSBPMG503A Manage project time BSBPMG504A Manage project costs BSBPMG505A Manage project quality BSBPMG506A Manage project human resources BSBPMG507A Manage project communications BSBPMG508A Manage project risk BSBPMG509A Manage project procurement BSBPMG510A Manage projects ISC upgrade for: Updated elective units with the most current equivalent unit in: BSB30307 Certificate III in Micro Business Operations BSB40212 Certificate IV in Business BSB40407 Certificate IV in Small Business Management BSB40812 Certificate IV in Frontline Management BSB40907 Certificate IV in Governance BSB41707 Certificate IV in Recordkeeping BSB41807 Certificate IV in Unionism and Industrial Relations BSB50107 Diploma of Advertising BSB50207 Diploma of Business BSB50407 Diploma of Business Administration BSB50507 Diploma of Franchising BSB50807 Diploma of International Business BSB51107 Diploma of Management BSB51607 Diploma of Quality Auditing BSB51707 Diploma of Recordkeeping BSB51807 Diploma of Unionism and Industrial Relations BSB60612 Advanced Diploma of Work Health and Safety.
7	TBA	Qualifications: New qualifications: BSB30707 Certificate III in Occupational Health and Safety; new title and code BSB30712 Certificate III in Work Health and Safety BSB41407 Certificate IV in Occupational Health and Safety; new title and code BSB41412 Certificate IV in Work Health and Safety BSB51307 Diploma of Occupational Health and Safety; new title and code BSB51312 Diploma of Work Health and Safety BSB60607 Advanced Diploma of Occupational Health and Safety; new title and code BSB60612 Advanced Diploma of Work Health and Safety A core unit in the following qualifications has been replaced by a new WHS unit of competency and the year in the qualification code updated to reflect this change: BSB10107 Certificate I in Business; new code BSB10112 BSB20107 Certificate II in Business; new code BSB20112 BSB30110 Certificate III in Business; new code BSB30112 BSB30607 Certificate III in International Trade; new code BSB30612 BSB31007 Certificate III in Business Administration (Legal); new code BSB31012 BSB40207 Certificate IV in Business; new code BSB40212 BSB40311 Certificate IV in Customer Contact; new code BSB40312 BSB40807 Certificate IV in Frontline Management; new code BSB40812 A core and an elective unit in the following qualifications has been replaced by new WHS units of competency and the year in the qualification code updated to reflect the core change BSB30407 Certificate III in Business Administration; new code BSB30412 BSB30907 Certificate III in Business Administration (Education); new code BSB30912 BSB31107 Certificate III in Business Administration (Medical); new code BSB31112 BSB07 and imported elective units updated with the most current equivalent unit in: BSB20211 Certificate II in Customer Contact BSB30211 Certificate III in Customer Contact BSB30507 Certificate III in Business Administration (International Education) BSB40107 Certificate IV in Advertising BSB40507 Certificate IV in Business Administration BSB40610 Certificate IV in Business Sales BSB40707 Certificate IV in Franchising BSB41007 Certificate IV in Human Resources BSB41107 Certificate IV in International Trade BSB41307 Certificate IV in Marketing BSB41607 Certificate IV in Purchasing BSB41707 Certificate IV in Recordkeeping BSB41807 Certificate IV in Unionism and Industrial Relations BSB50107 Diploma of Advertising BSB50311 Diploma of Customer Contact BSB50507 Diploma of Franchising BSB50807 Diploma of International Business BSB51107 Diploma of Management BSB51507 Diploma of Purchasing BSB51807 Diploma of Unionism and Industrial Relations BSB60110 Advanced Diploma of Advertising BSB60407 Advanced Diploma of Management BSB60507 Advanced Diploma of Marketing BSB60807 Advanced Diploma of Recordkeeping BSB60907 Advanced Diploma of Management (Human Resources) BSB07 and imported units and qualification codes updated in all skill sets Units: New units: BSBWHS201A Contribute to health and safety of self and others BSBWHS301A Maintain workplace safety BSBWHS302A Apply knowledge of WHS legislation in the workplace BSBWHS303A Participate in WHS hazard identification, risk assessment and risk control BSBWHS304A Participate effectively in WHS communication and consultation processes BSBWHS305A Contribute to WHS issue resolution BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements BSBWHS402A Assist with compliance with WHS laws BSBWHS403A Contribute to implementing and maintaining WHS consultation and participation processes BSBWHS404A Contribute to WHS hazard identification, risk assessment and risk control BSBWHS405A Contribute to implementing and maintaining WHS management systems BSBWHS406A Assist with responding to incidents BSBWHS407A Assist with claims management, rehabilitation and return-to-work programs BSBWHS408A Assist with effective WHS management of contractors BSBWHS409A Assist with workplace monitoring processes BSBWHS410A Contribute to work-related health and safety measures and initiatives BSBWHS501A Ensure a safe workplace BSBWHS502A Manage effective WHS consultation and participation processes BSBWHS503A Contribute to the systematic management of WHS risk BSBWHS504A Manage WHS hazards and risks BSBWHS505A Investigate WHS incidents BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems BSBWHS507A Contribute to managing WHS information systems BSBWHS508A Manage WHS hazards associated with plant BSBWHS509A Facilitate the development and use of hazard-management tools BSBWHS510A Contribute to implementing emergency procedures BSBWHS601A Apply legislative frameworks for WHS BSBWHS602A Facilitate WHS activities BSBWHS603A Implement WHS risk management BSBWHS604A Evaluate the WHS performance of organisations BSBWHS605A Develop, implement and maintain WHS management systems BSBWHS606A Conduct WHS audits BSBWHS607A Apply ergonomics to manage WHS hazards and risks BSBWHS608A Assist with applying occupational hygiene to manage WHS hazards and risks BSBWHS609A Advise on the application of safe design principles to control WHS risks
6	28 November 2011	Qualifications: Revised qualifications: BSB20207 Certificate II in Customer Contact reviewed; new code is BSB20211 BSB30207 Certificate III in Customer Contact reviewed; new code is BSB30211 BSB40307 Certificate IV in Customer Contact reviewed; new code is BSB40311 BSB50307 Diploma of Customer Contact reviewed; new code is BSB50311 Deleted qualification: BSB60307 Advanced Diploma of Customer Contact. Units: New units: BSBCCO203A Conduct customer contact BSBCCO204A Collect data BSBCCO205A Prepare for work in a customer contact environment BSBCCO307A Work effectively in customer contact BSBCCO308A Conduct outbound customer contact BSBCCO309A Develop product and service knowledge for customer contact operation BSBCCO403A Schedule customer contact activity BSBCCO404A Collect, analyse and record information BSBCCO405A Survey stakeholders to gather and record information BSBCCO406A Run a multicentre BSBCCO407A Administer customer contact technology BSBCCO502A Establish a multicentre BSBCCO503A Manage data interrogation BSBCCO504A Integrate customer contact operations in the organisation Revision to the following units and change to version identifier: BSBCCO301B Use multiple information systems BSBCCO302B Deploy customer service field staff BSBCCO303B Conduct a telemarketing campaign BSBCCO304C Provide sales solutions to customers BSBCCO305B Process credit applications BSBCCO306B Process complex accounts BSBCCO501B Develop business continuity strategy BSBCCO601B Optimise customer contact operations BSBCCO602B Manage customer contact information BSBCCO603B Design and launch new customer contact facilities BSBCCO604B Develop and maintain a service level strategy BSBCCO605B Develop and maintain a customer contact marketing strategy BSBCCO606B Forecast and plan using customer contact traffic information analysis BSBCCO607B Manage customer contact centre staffing BSBCCO608B Manage customer contact operational costs ISC upgrade to the following units of competency: BSBCMM301B Process customer complaints BSBCOM603C Plan and establish compliance management systems BSBCON601B Develop and maintain business continuity plans BSBCUS201B Deliver a service to customers BSBCUS301B Deliver and monitor a service to customers BSBCUS401B Coordinate implementation of customer service strategies BSBCUS402B Address customer needs BSBCUS403B Implement customer service standards BSBCUS501C Manage quality customer service BSBITS401B Maintain business technology BSBPUR501C Develop, implement and review purchasing strategies BSBPUR503C Manage international purchasing BSBRKG403C Set up a business or records system for a small business BSBRSK501B Manage risk BSBSMB405B Monitor and manage small business operations BSBWOR203B Work effectively with others BSBWOR301B Organise personal work priorities and development Deleted units: BSBCCO201A Action customer contact BSBCCO202A Conduct data collection BSBCCO401A Administer customer contact telecommunications technology BSBCCO402A Gather, collate and record information BSBCCO609B Integrate customer contact operations within the organisation BSBIND101A Work effectively in a contact centre environment. BSB60407 Advanced Diploma of Management updated to include Contact Centre Operations units of competency as electives. Basic Contact Centre Operations Skill Set updated with replacement unit for now-deleted BSBIND101A. Skill set considered equivalent. 2 skill sets added: Innovation Practice Innovation Leadership.
5	22 February 2011	Qualifications: BSB41907 Certificate IV in Business (Governance) reviewed; new code is BSB41910 BSB50707 Diploma of Business (Governance) reviewed; new code is BSB50710 BSB10107 Certificate I in Business – addition of unit BSBITU202A Create and use spreadsheets to elective bank Units: New Units BSBATSIC412A Maintain and protect cultural values in the organisation BSBATSIC511A Plan and conduct a community meeting BSBATSIL411A Undertake the roles and responsibilities of a board member BSBATSIL412A Participate effectively as a board member BSBATSIL413A Review and apply the constitution BSBATSIL510A Appoint and work with a manager BSBATSIL511A Lead the organisation’s strategic planning cycle BSBATSIL512A Be a leader in the community BSBATSIM416A Oversee organisational planning BSBATSIM417A Implement organisational plans BSBATSIM418A Oversee financial management BSBATSIM419A Contribute to the development and implementation of organisational policies BSBATSIM420A Oversee asset management BSBATSIM421A Support a positive and culturally appropriate workplace culture BSBATSIM514A Recruit and induct staff Amendments to the following units and change to version identifier: BSBATSIC411B Communicate with the community BSBATSIL408B Manage a board meeting BSBATSIL503B Manage conflict BSBATSIM414B Oversee the organisation’s annual budget BSBATSIM505B Control organisation finances BSBATSIM506B Develop employment policies BSBATSIM511B Develop enterprise opportunities BSBATSIW416B Obtain and mange consultancy services BSBATSIW417B Select and utilise technology BSBATSIW514B Represent your organisation BSBATSIW515B Secure funding A range of units deleted (refer to ‘List of Units Deleted from Previous Training Package/Versions’) Other: Typographic corrections in a number of qualifications and units not affecting outcomes Imported unit codes updated where required
4	22 February 2011	Qualifications: BSB30107 Certificate III in Business reviewed: new code is BSB30110 BSB40607 Certificate IV in Business Sales reviewed; new code is BSB40610 BSB60107 Advanced Diploma of Advertising reviewed; new code is BSB60110 The following qualifications have been reviewed, there is no change to the core requirement or the code of the qualification: BSB20207 Certificate II in Customer Contact BSB30207 Certificate III in Customer Contact BSB40107 Certificate IV in Advertising BSB41307 Certificate IV in Marketing BSB50107 Diploma of Advertising BSB50207 Diploma of Business BSB50607 Diploma of Human Resources Management BSB50807 Diploma of International Business BSB51107 Diploma of Management BSB51207 Diploma of Marketing BSB60207 Advanced Diploma of Business BSB60507 Advanced Diploma of Marketing The following qualifications have been deleted: BSB31207 Certificate III in Frontline Management BSB50907 Diploma of International Education Services BSB70108 Vocational Graduate Certificate in Management (Learning) BSB70207 Vocational Graduate Certificate in International Education Services BSB80108 Vocational Graduate Diploma of Management (Learning Units: New units: BSBADV408A Review advertising media options BSBDIV501A Manage diversity in the workplace BSBHRM511A Manage expatriate staff BSBMGT406A Plan and monitor continuous improvement BSBMKG518A Plan and implement services marketing BSBMKG519A Plan and implement business-to-business marketing BSBMKG520A Manage compliance within the marketing legislative framework BSBMKG521A Plan and implement sponsorship and event marketing BSBMKG522A Plan measurement of marketing effectiveness BSBMKG523A Design and develop an integrated marketing communication plan BSBMKG611A Manage measurement of marketing effectiveness BSBSLS407A Identify and plan sales prospects BSBSLS408A Present, secure and support sales solutions Corrections to the following units and change to version identifier: BSBHRM503A Manage performance management systems BSBHRM505A Manage remuneration and employee benefits BSBHRM602A Manage human resources strategic planning BSBINN601A Manage organisational change BSBMGT516B Facilitate continuous improvement BSBMGT608B Manage innovation and continuous improvement BSBMKG414A Undertake marketing activities BSBMKG510A Plan e-marketing communications A range of units deleted (refer to ‘List of Units Deleted from Previous Training Package/Versions’ later in this document) 2 skill sets added: Aspiring Supervisor Managing Innovation
3	August 2010	Qualifications: BSB41207 Certificate IV in Legal Services qualification reviewed; new code is BSB40110 BSB51007 Diploma of Legal Services qualification reviewed; new code is BSB50110 All qualifications amended to comply with the NQC flexibility rules, with the exception of: BSB41507 Certificate IV in Project Management BSB51407 Diploma of Project Management BSB60707 Advanced Diploma of Project Management Units: New units: BSBCMM402A Implement effective communication strategies BSBCMM501A Develop and nurture relationships BSBCOM406A Conduct work within a compliance framework BSBLED503A Maintain and enhance professional practice BSBLEG413A Identify and apply the legal framework BSBLEG414A Establish and maintain a file in legal services BSBLEG415A Apply the principles of contract law BSBLEG416A Apply the principles of the law of torts BSBLEG417A Apply the principles of evidence law BSBLEG418A Produce complex legal documents BSBLEG510A Apply legal principles in family law matters BSBLEG511A Apply legal principles in criminal law matters BSBLEG512A Apply legal principles in property law matters BSBLEG513A Apply legal principles in corporation law matters BSBLEG514A Assist with civil procedure BSBLEG515A Apply legal principles in wills and probate matters BSBRES404A Research legal information using primary sources BSBRES502A Research legal information using secondary sources A range of units deleted (refer to ‘List of Units Deleted from Previous Training Package/Versions’) Corrections to the following units and change to version identifier: BSBCCO304A – Evidence Guide modified to better reflect the required outcomes BSBCUS501A – PC2.2 and 2.3 reworded and made clearer BSBITU302A – Code should have changed from an A to a B in September 2008 when changes were made to the Evidence Guide BSALF401A - Required knowledge amended BSBMGT516A – Critical aspects of assessment re-worded BSBFLM312B – Critical aspects of assessment re-worded to remove ambiguities BSBWOR404A – PC2.1; 3.2 and 3.4 reworded and made clearer BSBWOR501A – Required knowledge amended BSBWOR502A – Required knowledge amended BSBOHS406B – Change to Required Skills and Critical aspects of assessment BSBOHS505B – Required knowledge amended. Mapping: Correction of mapping for units Deleted unit table amended to include correct advice i.e. BSBCMN402A Develop work priorities – deleted and replaced by BSBWOR404A Develop work priorities
2	April 2009	Addition of two new Competency Fields: Intellectual Property: Addition of 8 new units on intellectual property: BSBIPR301A Comply with organisational requirements for protection and use of intellectual property BSBIPR401A Use and respect copyright BSBIPR402A Protect and use new inventions and innovations BSBIPR403A Protect and use brands and business identity BSBIPR404A Protect and use innovative designs BSBIPR405A Protect and use intangible assets in small business BSBIPR501A Manage intellectual property to protect and grow business BSBIPR601A Develop and implement strategies for intellectual property management Revisions to 11 qualifications to include intellectual property units as electives: BSB30107 Certificate III in Business BSB30407 Certificate III in Business Administration BSB30307 Certificate III in Micro Business Operations BSB40207 Certificate IV in Business BSB40707 Certificate IV in Franchising BSB40407 Certificate IV in Small Business Management BSB50207 Diploma of Business BSB50507 Diploma of Franchising BSB51107 Diploma of Management BSB60207 Advanced Diploma of Business BSB60407 Advanced Diploma of Management Addition of 6 skill sets on intellectual property: Intellectual Property Strategic Management Skill Set Copyright Skill Set Trade Mark Skill Set Patent Skill Set Design Protection Skill Set Small Business Intellectual Property Skill Set Continuity: Addition of 3 new units on business continuity: BSBCON401A Work effectively in a business continuity context BSBCON601A Develop and maintain business continuity plans BSBCON701A Establish and review the business continuity management framework and strategies Revisions to 3 qualifications to include business continuity units as electives: BSB40207 Certificate IV in Business BSB50207 Diploma of Business BSB60207 Advanced Diploma of Business Units: Corrections to the following units: BSBCCO304A – modification of Range Statement to better reflect the required outcomes; correction of ICA unit code in ‘Guidance information for assessment’ BSBCUS402A – correction of first point in Critical Aspects for Assessment BSBITU301A – modification of Performance Criteria 1.1 BSBOHS201A – modification of Range Statement to better reflect required outcomes BSBWOR401A and BSBWOR502A – Competency Field corrected to be ‘Industry Capability - Workplace Effectiveness’ BSBWOR404A – modification of Performance Criteria 2.3 Update of imported units Qualifications: Corrections to the following qualifications: BSB30207 – second paragraph 'BSB07 Business Services Training Package' included to match packaging rules of all other BSB07 qualifications BSB30707 – example of appropriate unit for ‘Health and Safety Assistant’ in the section on ‘Selecting Elective Units for Different Outcomes’ amended to meet packaging requirements BSB50207 – statement regarding units from other Training Packages removed BSB51107 – BSBCUS501A, BSBFIM501A, BSBLED501A, BSBMGT502A and BSBMGT516A removed from the elective bank of units as they duplicated core units Skill Sets: Correction of unit code for ‘Oversee business planning’ in Small Business Indigenous Corporate Governance Skill Set Addition of two new Skill Sets: Basic Contact Centre Operations Skill Set Design Fundamentals Skill Set
1.1	September 2008	Change in code and title of BSB70107 Vocational Graduate Certificate in Organisational Learning and Capability Development to BSB70108 Vocational Graduate Certificate in Management (Learning) Change in code and title of BSB80107 Vocational Graduate Diploma of Organisational Learning and Capability Development to BSB80108 Vocational Graduate Diploma of Management (Learning) Minor change to BSBITU302B Critical aspects for assessment: Removal of second dot point as it does not support the required unit outcomes Correction of mapping for qualifications: Titles and codes for BSB70107 and BSB80107 BSB60407 Advanced Diploma of Management BSB60907 Advanced Diploma of Management (Human Resources) Correction of mapping for units: BSBOHS509A Ensure a safe workplace BSBADM101A Use business equipment and resources BSBADM409A Coordinate business resources BSBCCO305A Process credit applications BSBCCO602A Manage customer contact information BSBCCO606A Forecast and plan using customer contact traffic information analysis BSBCCO609A Integrate customer contact operations within the organisation BSBFIM501A Manage budgets and financial plans BSBHRM501A Manage human resources services BSBHRM502A Manage human resources management information systems BSBHRM602A Manage human resources strategic planning BSBINM501A Manage an information or knowledge management system BSBINN601A Manage organisational change BSBITB501A Establish and maintain a workgroup computer network BSBITU202A Create and use spreadsheets BSBMED301B Interpret and apply medical terminology appropriately BSBMGT405A Provide personal leadership BSBMGT615A Contribute to organisation development BSBMGT618A Develop a contact centre business plan BSBMKG514A Implement and monitor marketing activities BSBMKG610A Develop, implement and monitor a marketing campaign BSBOHS201A Participate in OHS processes BSBOHS509A Ensure a safe workplace BSBPMG401A Apply project scope management techniques BSBPMG408A Apply contract and procurement procedures BSBPMG601A Direct the integration of projects BSBPMG602A Direct the scope of a project program BSBPMG603A Direct time management of a project program BSBPMG604A Direct cost management of a project program BSBPMG605A Direct quality management of a project program BSBPMG606A Direct human resources management of a project program BSBPMG607A Direct communications management of a project program BSBPMG608A Direct risk management of a project program BSBPMG609A Direct procurement and contracting for a project program BSBREL401A Establish networks BSBREL402A Build client relationships and business networks BSBWOR401A Establish effective workplace relationships BSBWRK402A Empower workers BSBWRK404A Promote equality of opportunity and fair treatment for all workers BSBWRK405A Promote union values, principles and policies BSBWRK509A Manage industrial relations Correction of titles in deleted unit list: BSBMED402A Control stocks and supplies BSBEBUS302A Use and maintain electronic mail system BSBMED202A Follow OHS policies and procedures in a medical office BSBCMN109A Follow environmental work practices
1	December 2007	Primary release

BSB07 Business Services Training Package version 7.0.

Copyright Statement
© 2013 Commonwealth of Australia. With the exception of the Commonwealth Coat of Arms, the Department’s logo, any material protected by a trade mark and where otherwise noted, all material presented in this document is provided under a Creative Commons Attribution-No Derivative Works 3.0 Australia licence. You are free: to copy, distribute, display, and perform the work to make commercial use of the work Under the following conditions: Attribution - You must give the original author credit. No Derivative Works - You may not alter, transform, or build upon this work. Special Conditions (Waiver) For the sake of clarity, where the license refers to "the work", in addition to meaning the work in its entirety this term shall also mean "extracts of the work". Extracts of the work carry with it the respective licence, and is thus “partitioned”. The details of the relevant licence conditions are available on the Creative Commons website (www.creativecommons.org.au) as is the full legal code. The document must be attributed as the BSB07 Business Services Training Package Release 8.1.
Disclaimer
This work is the result of wide consultations with Australian industry participants. It is a collaborative view and does not necessarily represent the view of Department of Industry or any specific body. For the sake of brevity it may omit factors which could be pertinent in particular cases. While care has been taken in the preparation of this Training Package, Department of Industry and the original developer do not warrant that any licensing or registration requirements specified here are either complete or up-to-date for your State or Territory. Department of Industry and the original developer do not accept any liability for any damage or loss (including indirect and consequential loss) incurred by any person as a result of relying on the information contained in this Training Package. The Commonwealth, through the Department of Industry, does not accept any liability to any person for the information or advice (or the use of such information or advice) which is provided in this material or incorporated into it by reference. The information is provided on the basis that all persons accessing this material undertake responsibility for assessing the relevance and accuracy of its content. No liability is accepted for any information or services which may appear in any other format. No responsibility is taken for any information or services which may appear on any linked websites.

Published by:	Innovation and Business Skills Australia

Release Date:	March 2013

Training Package Details

Training Package Code:	BSB07
Training Package Name:	Business Services Training Package
First Published:	January 2008
Print Version Number:	8.0
Endorsed Date:	28 February 2013
Copyright Year:	2013
Training Package Review Date:	N/A
ISC Name:	Innovation and Business Skills Australia
ISC Website URL:	www.ibsa.org.au

Training Package Volume Number	Training Package Volume Name
1 of 2	BSB07 Business Services Training Package Introduction, Qualification Guide and Assessment Guidelines
2 of 2	BSB07 Business Services Training Package Units of Competency

Training Package Volume Number	Training Package Volume Statement
1 of 2	This is Volume 1 of 2 volumes. It is to be read in conjunction with Volume 2.
2 of 2	This is Volume 2 of 2 volumes. It is to be read in conjunction with Volume 1.

Training Package Volume Number	Training Package Volume Description
1 of 2	This document is Volume 1 of the BSB07 Business Services Training Package endorsed components. It provides the introduction to the Training Package, including the Introduction, Qualification Guide and Assessment Guidelines. It should not be used in isolation; users will need to ensure they have the relevant volume for the particular industry sector containing the endorsed units of competency.
2 of 2	This document is Volume 2 of the BSB07 Business Services Training Package endorsed components. It includes all of the units of competency in alpha-numeric code order.

Preliminary Information

Important Note to Users

Training Packages are not static documents; they are amended periodically to reflect the latest industry practices and are version controlled. It is essential that the latest version is always used.

Check the version number before commencing training or assessment

This Training Package is Version - check whether this is the latest version by going to the National Training Information Service (www.ntis.gov.au) and locating information about the Training Package. Alternatively, contact Innovation and Business Industry Skills Council at http://www.ibsa.org.au to confirm the latest version number.

Explanation of version number conventions

The primary release Training Package is Version 1. When changes are made to a Training Package, sometimes the version number is changed and sometimes it is not, depending on the extent of the change. When a Training Package is reviewed it is considered to be a new Training Package for the purposes of version control, and is Version 1. Do not confuse the version number with the Training Packages national code (which remains the same during its period of endorsement).

Overview

What is a Training Package?

A Training Package is an integrated set of nationally endorsed competency standards, assessment guidelines and Australian Qualifications Framework (AQF) qualifications for a specific industry, industry sector or enterprise.

Each Training Package:

provides a consistent and reliable set of components for training, recognising and assessing peoples skills, and may also have optional support materials

enables nationally recognised qualifications to be awarded through direct assessment of workplace competencies

encourages the development and delivery of flexible training which suits individual and industry requirements

encourages learning and assessment in a work-related environment which leads to verifiable workplace outcomes.

How do Training Packages fit within the National Skills Framework?

The National Skills Framework applies nationally, is endorsed by the Ministerial Council for Vocational and Technical Education, and comprises the Australian Quality Training Framework 2010 (AQTF 2010), and Training Packages endorsed by the National Quality Council (NQC).

How are Training Packages developed?

Training Packages are developed by Industry Skills Councils or enterprises to meet the identified training needs of specific industries or industry sectors. To gain national endorsement of Training Packages, developers must provide evidence of extensive research, consultation and support within the industry area or enterprise.

How do Training Packages encourage flexibility?

Training Packages describe the skills and knowledge needed to perform effectively in the workplace without prescribing how people should be trained. Training Packages acknowledge that people can achieve vocational competency in many ways by emphasising what the learner can do, not how or where they learned to do it. For example, some experienced workers might be able to demonstrate competency against the units of competency, and even gain a qualification, without completing a formal training program.

With Training Packages, assessment and training may be conducted at the workplace, off-the-job, at a training organisation, during regular work, or through work experience, work placement, work simulation or any combination of these.

Who can deliver and assess using Training Packages?

Training and assessment using Training Packages must be conducted by a Registered Training Organisation (RTO) that has the qualifications or specific units of competency on its scope of registration, or that works in partnership with another RTO, as specified in the AQTF2010.

Training Package Components

Training Packages are made up of mandatory components endorsed by the NQC, and optional support materials.

Training Package Endorsed Components

The nationally endorsed components include the Competency Standards, Assessment Guidelines and Qualifications Framework. These form the basis of training and assessment in the Training Package and, as such, they must be used.

Competency Standards

Each unit of competency identifies a discrete workplace requirement and includes the knowledge and skills that underpin competency as well as language, literacy and numeracy; and occupational health and safety requirements. The units of competency must be adhered to in training and assessment to ensure consistency of outcomes.

Assessment Guidelines

The Assessment Guidelines provide an industry framework to ensure all assessments meet industry needs and nationally agreed standards as expressed in the Training Package and the AQTF 2010. The Assessment Guidelines must be followed to ensure the integrity of assessment leading to nationally recognised qualifications.

Qualifications Framework

Each Training Package provides details of those units of competency that must be achieved to award AQF qualifications. The rules around which units of competency can be combined to make up a valid AQF qualification in the Training Package are referred to as the "packaging rules". The packaging rules must be followed to ensure the integrity of nationally recognised qualifications issued.

Training Package Support Materials

The endorsed components of Training Packages are complemented and supported by optional support materials that provide for choice in the design of training and assessment to meet the needs of industry and learners.

Training Package support materials can relate to single or multiple units of competency, an industry sector, a qualification or the whole Training Package. They tend to fall into one or more of the categories illustrated below.

Training Package support materials are produced "by a range of stakeholders such as RTOs, individual trainers and assessors, private and commercial developers and Government agencies.

Where such materials have been quality assured through a process of "noting" by the NQC, they display the following official logo. Noted support materials are listed on the National Training Information Service (NTIS), together with a detailed description and information on the type of product and its availability <www.ntis.gov.au>.

It is not compulsory to submit support materials for noting; any resources that meet the requirements of the Training Package can be used.

Training Package, Qualification and Unit of Competency Codes

There are agreed conventions for the national codes used for Training Packages and their components. Always use the correct codes, exactly as they appear in the Training Package, and with the code always before the title.

Training Package Codes

Each Training Package has a unique five-character national code assigned when the Training Package is endorsed, for example BSB07. The first three characters are letters identifying the Training Package industry coverage and the last two characters are numbers identifying the year of endorsement.

Qualification Codes

Within each Training Package, each qualification has a unique eight-character code, for example BSB10107. Qualification codes are developed as follows:

the first three letters identify the Training Package;

the first number identifies the qualification level (noting that, in the qualification titles themselves, arabic numbers are not used);

the next two numbers identify the position in the sequence of the qualification at that level; and

the last two numbers identify the year in which the qualification was endorsed. (Where qualifications are added after the initial Training Package endorsement, the last two numbers may differ from other Training Package qualifications as they identify the year in which those particular qualifications were endorsed.)

Unit of Competency Codes

Within each Training Package, each unit of competency has a unique code. Unit of competency codes are assigned when the Training Package is endorsed, or when new units of competency are added to an existing endorsed Training Package. Unit codes are developed as follows:

a typical code is made up of 12 characters, normally a mixture of uppercase letters and numbers, as in BSBADM101A;

the first three characters signify the Training Package - BSB07 - in the above example and up to eight characters, relating to an industry sector, function or skill area, follow;

the last character is always a letter and identifies the unit of competency version. An "A" at the end of the code indicates that this is the original unit of competency. "B", or another incremented version identifier means that minor changes have been made. Typically this would mean that wording has changed in the range statement or evidence guide, providing clearer intent; and

where changes are made that alter the outcome, a new code is assigned and the title is changed.

Training Package, Qualification and Unit of Competency Titles

There are agreed conventions for titling Training Packages and their components. Always use the correct titles, exactly as they appear in the Training Package, and with the code always placed before the title.

Training Package Titles

The title of each endorsed Training Package is unique and relates the Training Packages broad industry coverage.

Qualification Titles

The title of each endorsed Training Package qualification is unique. Qualification titles use the following sequence:

first, the qualification is identified as either Certificate I, Certificate II, Certificate III, Certificate IV, Diploma, Advanced Diploma, Vocational Graduate Certificate, or Vocational Graduate Diploma;

this is followed by the words "in" for Certificates I to IV, and "of" for Diploma, Advanced Diploma, Vocational Graduate Certificate and Vocational Graduate Diploma;

then, the industry descriptor, for example Telecommunications; and

then, if applicable, the occupational or functional stream in brackets, for example (Computer Systems).

For example:

BSB10107 Certificate I in Business

Unit of Competency Titles

Each unit of competency title is unique. Unit of competency titles describe the competency outcome concisely, and are written in sentence case.

For example:

BSBADM101A Use business equipment and resources

History

In December 2007 the primary version of BSB07 was endorsed and released in January 2008, it included all the fields and domains in BSB01, as well as new qualifications in the following areas:

micro business operations

customer contact

administration (education)

administration (international education)

international education services

management (learning).

Version 1.1 of BSB07 was released in September 2008 and included a range of ISC upgrades which were corrections to qualifications and units of competency. The major change was the change of code and title of BSB70107 Vocational Graduate Certificate in Organisational Learning and Capability Development and BSB80107 Vocational Graduate Diploma of Organisational Learning and Capability Development.

Version 2 included new units of competency in business continuity and intellectual property. A range of qualifications was amended to include intellectual property units; and two skills sets were also included, along with a number of ISC upgrades.

Version 3 included a number of ISC upgrades and the revised Certificate IV in Legal Services and Diploma of Legal Services qualifications. The qualification rules in the majority of qualifications were revised to comply with the recent NQC flexibility rules. This revision did not change the outcomes of the qualifications.

Version 4 included the revised Certificate III in Business, Certificate IV in Business Sales, and Advanced Diploma of Advertising. In addition twelve qualifications were amended to include additional or amended elective units and five qualifications were deleted, including the Certificate III in Frontline Management.

Version 5 included the revised Certificate IV in Business (Governance) and the Diploma of Business (Governance); the new codes are BSB41910 and BSB50710 respectively. The review of these qualifications indicated that there was a strong interest in and need for training in the area of organisational governance and that these two qualifications best met the training needs of people involved with Aboriginal and Torres Strait Islander organisations.

Version 6 includes the deletion of BSB60307 Advanced Diploma of Customer Contact and the revision of four customer contact qualifications: Certificate II in Customer Contact, Certificate III in Customer Contact, Certificate IV in Customer Contact and Diploma of Customer Contact. The new codes for the qualifications are BSB20211, BSB30211, BSB40311 and BSB50311. The qualifications were reviewed to address industry requirements and 13 new units of competency were developed.

Version 7 of BSB07 is a direct response to the harmonisation of commonwealth, state and territory WHS laws, which commenced on 1 January 2012 and requires jurisdictions to enact laws that reflect the model WHS laws. It includes thirty-five new units of competency and four new qualifications. These changes reflect the work being undertaken in work health and safety (WHS). Core units of competency in other BSB07 qualifications have also been replaced by the new WHS units of competency, which resulted in the codes of these qualifications being changed.

Version 8 sees a restructuring of the Certificate IV and Diploma qualifications in human resources and project management. It includes eight new and revised human resources units of competency, changed to reflect current and emerging industry and enterprise skilling requirements and local and international trends in the human resources sector. It also includes twenty-two new project management units of competency, changed to reflect:

changes in occupational structure

recognition and articulation within industry and educational sectors

credential demand

need for improved flexibility

need to restructure units and qualifications to meet current expectations

the growing demand for project management skills in different industry sectors.

Qualifications Framework

The Australian Qualifications Framework

What is the Australian Qualifications Framework?

A brief overview of the Australian Qualifications Framework (AQF) follows. For a full explanation of the AQF, see the AQF Implementation Handbook. http://www.aqf.edu.au/Portals/0/Documents/Handbook/AQF_Handbook_07.pdf The AQF provides a comprehensive, nationally consistent framework for all qualifications in post-compulsory education and training in Australia. In the vocational education and training (VET) sector it assists national consistency for all trainees, learners, employers and providers by enabling national recognition of qualifications and Statements of Attainment.

Training Package qualifications in the VET sector must comply with the titles and guidelines of the AQF. Endorsed Training Packages provide a unique title for each AQF qualification which must always be reproduced accurately.

Qualifications

Training Packages can incorporate the following eight AQF qualifications.

Certificate I in ...

Certificate II in ...

Certificate III in ...

Certificate IV in ...

Diploma of ...

Advanced Diploma of ...

Vocational Graduate Certificate of ...

Vocational Graduate Diploma of ...

Graduate Certificates and Graduate Diplomas can also be awarded in the vocational education and training sector under certain conditions see the AQF Implementation Handbook for details.

On completion of the requirements defined in the Training Package, a Registered Training Organisation (RTO) may issue a nationally recognised AQF qualification. Issuance of AQF qualifications must comply with the advice provided in the AQF Implementation Handbook and the AQTF 2010 Essential Standards for Initial and Continuing Registration.

Statement of Attainment

A Statement of Attainment is issued by a Registered Training Organisation when an individual has completed one or more units of competency from nationally recognised qualification(s)/courses(s). Issuance of Statements of Attainment must comply with the advice provided in the current AQF Implementation Handbook and the AQTF 2010 Essential Standards for Initial and Continuing Registration..

Under the AQTF 2010, RTOs must recognise the achievement of competencies as recorded on a qualification testamur or Statement of Attainment issued by other RTOs. Given this, recognised competencies can progressively build towards a full AQF qualification.

AQF Guidelines and Learning Outcomes

The AQF Implementation Handbook provides a comprehensive guideline for each AQF qualification. A summary of the learning outcome characteristics and their distinguishing features for each VET related AQF qualification is provided below.

Certificate I

Characteristics of Learning Outcomes

Breadth, depth and complexity of knowledge and skills would prepare a person to perform a defined range of activities most of which may be routine and predictable.

Applications may include a variety of employment related skills including preparatory access and participation skills, broad-based induction skills and/or specific workplace skills. They may also include participation in a team or work group.

Distinguishing Features of Learning Outcomes

Do the competencies enable an individual with this qualification to:

demonstrate knowledge by recall in a narrow range of areas;

demonstrate basic practical skills, such as the use of relevant tools;

perform a sequence of routine tasks given clear direction;

receive and pass on messages/information.

Certificate II

Characteristics of Learning Outcomes

Breadth, depth and complexity of knowledge and skills would prepare a person to perform in a range of varied activities or knowledge application where there is a clearly defined range of contexts in which the choice of actions required is usually clear and there is limited complexity in the range of operations to be applied.

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Distinguishing Features of Learning Outcomes

Do the competencies enable an individual with this qualification to:

demonstrate basic operational knowledge in a moderate range of areas;

apply a defined range of skills;

apply known solutions to a limited range of predictable problems;

perform a range of tasks where choice between a limited range of options is required;

assess and record information from varied sources;

take limited responsibility for own outputs in work and learning.

Certificate III

Characteristics of Learning Outcomes

Breadth, depth and complexity of knowledge and competencies would cover selecting, adapting and transferring skills and knowledge to new environments and providing technical advice and some leadership in resolution of specified problems. This would be applied cross a range of roles in a variety of contexts with some complexity in the extent and choice of options available.

Performance of a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the section of equipment, services or contingency measures and within known time constraints.

Applications may involve some responsibility for others. Participation in teams including group or team co-ordination may be involved.

Distinguishing Features of Learning Outcomes

Do the competencies enable an individual with this qualification to:

demonstrate some relevant theoretical knowledge

apply a range of well-developed skills

apply known solutions to a variety of predictable problems

perform processes that require a range of well-developed skills where some discretion and judgement is required

interpret available information, using discretion and judgement

take responsibility for own outputs in work and learning

take limited responsibility for the output of others.

Certificate IV

Characteristics of Learning Outcomes

Breadth, depth and complexity of knowledge and competencies would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance are involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Performance of a broad range of skilled applications including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills. Applications involve responsibility for, and limited organisation of, others.

Distinguishing Features of Learning Outcomes

Do the competencies enable an individual with this qualification to:

demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

apply solutions to a defined range of unpredictable problems

identify and apply skill and knowledge areas to a wide variety of contexts, with depth in some areas

identify, analyse and evaluate information from a variety of sources

take responsibility for own outputs in relation to specified quality standards

take limited responsibility for the quantity and quality of the output of others.

Diploma

Characteristics of Learning Outcomes

Breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and co-ordination.

The self directed application of knowledge and skills, with substantial depth in some areas where judgment is required in planning and selecting appropriate equipment, services and techniques for self and others.

Applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team co-ordination may be involved.

The degree of emphasis on breadth as against depth of knowledge and skills may vary between qualifications granted at this level.

Distinguishing Features of Learning Outcomes

Do the competencies or learning outcomes enable an individual with this qualification to:

demonstrate understanding of a broad knowledge base incorporating theoretical concepts, with substantial depth in some areas

analyse and plan approaches to technical problems or management requirements

transfer and apply theoretical concepts and/or technical or creative skills to a range of situations

evaluate information, using it to forecast for planning or research purposes

take responsibility for own outputs in relation to broad quantity and quality parameters

take some responsibility for the achievement of group outcomes.

Advanced Diploma

Characteristics of Learning Outcomes

Breadth, depth and complexity involving analysis, design, planning, execution and evaluation across a range of technical and/or management functions including development of new criteria or applications or knowledge or procedures.

The application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

Applications involve significant judgement in planning, design, technical or leadership/guidance functions related to products, services, operations or procedures.

The degree of emphasis on breadth as against depth of knowledge and skills may vary between qualifications granted at this level.

Distinguishing Features of Learning Outcomes

Do the competencies or learning outcomes enable an individual with this qualification to:

demonstrate understanding of specialised knowledge with depth in some areas

analyse, diagnose, design and execute judgements across a broad range of technical or management functions

generate ideas through the analysis of information and concepts at an abstract level

demonstrate a command of wide-ranging, highly specialised technical, creative or conceptual skills

demonstrate accountability for personal outputs within broad parameters

demonstrate accountability for personal and group outcomes within broad parameters.

Vocational Graduate Certificate

Characteristics of competencies or learning outcomes

The self-directed development and achievement of broad and specialised areas of knowledge and skills, building on prior knowledge and skills.

Substantial breadth and complexity involving the initiation, analysis, design, planning, execution and evaluation of technical and management functions in highly varied and highly specialised contexts.

Applications involve making significant, high-level, independent judgements in major broad or planning, design, operational, technical and management functions in highly varied and specialised contexts. They may include responsibility and broad-ranging accountability for the structure, management and output of the work or functions of others.

The degree of emphasis on breadth, as opposed to depth, of knowledge and skills may vary between qualifications granted at this level.

Distinguishing features of learning outcomes

Demonstrate the self-directed development and achievement of broad and specialised areas of knowledge and skills, building on prior knowledge and skills.

Initiate, analyse, design, plan, execute and evaluate major broad or technical and management functions in highly varied and highly specialised contexts.

Generate and evaluate ideas through the analysis of information and concepts at an abstract level.

Demonstrate a command of wide-ranging, highly specialised technical, creative or conceptual skills in complex contexts.

Demonstrate responsibility and broad-ranging accountability for the structure, management and output of the work or functions of others.

Vocational Graduate Diploma

Characteristics of competencies or learning outcomes

The self-directed development and achievement of broad and specialised areas of knowledge and skills, building on prior knowledge and skills.

Substantial breadth, depth and complexity involving the initiation, analysis, design, planning, execution and evaluation of major functions, both broad and highly specialised, in highly varied and highly specialised contexts.

Further specialisation within a systematic and coherent body of knowledge.

Applications involve making high-level, fully independent, complex judgements in broad planning, design, operational, technical and management functions in highly varied and highly specialised contexts. They may include full responsibility and accountability for all aspects of work and functions of others, including planning, budgeting and strategy development.

The degree of emphasis on breadth, as opposed to depth, of knowledge and skills may vary between qualifications granted at this level.

Distinguishing features of learning outcomes

Demonstrate the self-directed development and achievement of broad and highly specialised areas of knowledge and skills, building on prior knowledge and skills.

Initiate, analyse, design, plan, execute and evaluate major functions, both broad and within highly varied and highly specialised contexts.

Generate and evaluate complex ideas through the analysis of information and concepts at an abstract level.

Demonstrate an expert command of wide-ranging, highly specialised, technical, creative or conceptual skills in complex and highly specialised or varied contexts.

Demonstrate full responsibility and accountability for personal outputs.

Demonstrate full responsibility and accountability for all aspects of the work or functions of others, including planning, budgeting and strategy.

Qualification Pathways

The BSB07 Business Services Training Package does not mandate particular pathways to the achievement of qualifications. It is the prerogative of RTOs to use the qualifications rules to provide the best learning programs and sequences to meet the needs of candidates and business customers.

Candidates may undertake a qualification through a number of entry points demonstrating the potential to undertake vocational education and training at a particular AQF level. Examples are:

completing a specific lower level qualification from the BSB07 Business Services Training Package or other relevant qualification at the same AQF level OR

having partially completed a specific lower level qualification OR

having vocational experience and no lower level qualification.

List of AQF Qualifications in BSB07 Version 8

Code	Title
BSB10112	Certificate I in Business
BSB20112	Certificate II in Business
BSB20211	Certificate II in Customer Contact
BSB30112	Certificate III in Business
BSB30211	Certificate III in Customer Contact
BSB30307	Certificate III in Micro Business Operations
BSB30412	Certificate III in Business Administration
BSB30507	Certificate III in Business Administration (International Education)
BSB30612	Certificate III in International Trade
BSB30712	Certificate III in Work Health and Safety
BSB30807	Certificate III in Recordkeeping
BSB30912	Certificate III in Business Administration (Education)
BSB31012	Certificate III in Business Administration (Legal)
BSB31112	Certificate III in Business Administration (Medical)
BSB40107	Certificate IV in Advertising
BSB40110	Certificate IV in Legal Services
BSB40212	Certificate IV in Business
BSB40312	Certificate IV in Customer Contact
BSB40407	Certificate IV in Small Business Management
BSB40507	Certificate IV in Business Administration
BSB40610	Certificate IV in Business Sales
BSB40707	Certificate IV in Franchising
BSB40812	Certificate IV in Frontline Management
BSB40907	Certificate IV in Governance
BSB41013	Certificate IV in Human Resources
BSB41107	Certificate IV in International Trade
BSB41307	Certificate IV in Marketing
BSB41412	Certificate IV in Work Health and Safety
BSB41513	Certificate IV in Project Management Practice
BSB41607	Certificate IV in Purchasing
BSB41707	Certificate IV in Recordkeeping
BSB41807	Certificate IV in Unionism and Industrial Relations
BSB41910	Certificate IV in Business (Governance)
BSB50107	Diploma of Advertising
BSB50110	Diploma of Legal Services
BSB50207	Diploma of Business
BSB50311	Diploma of Customer Contact
BSB50407	Diploma of Business Administration
BSB50507	Diploma of Franchising
BSB50613	Diploma of Human Resources Management
BSB50710	Diploma of Business (Governance)
BSB50807	Diploma of International Business
BSB51107	Diploma of Management
BSB51207	Diploma of Marketing
BSB51312	Diploma of Work Health and Safety
BSB51413	Diploma of Project Management
BSB51507	Diploma of Purchasing
BSB51607	Diploma of Quality Auditing
BSB51707	Diploma of Recordkeeping
BSB51807	Diploma of Unionism and Industrial Relations
BSB60110	Advanced Diploma of Advertising
BSB60207	Advanced Diploma of Business
BSB60407	Advanced Diploma of Management
BSB60507	Advanced Diploma of Marketing
BSB60612	Advanced Diploma of Work Health and Safety
BSB60707	Advanced Diploma of Project Management
BSB60807	Advanced Diploma of Recordkeeping
BSB60907	Advanced Diploma of Management (Human Resources)

Skill Sets in this Training Package

Definition

Skill sets are defined as single units of competency, or combinations of units of competency, from an endorsed Training Package, which link to a licence or regulatory requirement, or defined industry need.

Wording on Statements of Attainment

Skill sets are a way of publicly identifying logical groupings of units of competency that meet an identified need or industry outcome. Skill sets are not qualifications.

Where skill sets are identified in a Training Package, the Statement of Attainment can set out the units of competency a person has achieved in a way that is consistent and clear for employers and others. This is done by including the wording ‘These units of competency meet industry requirements for [insert skill set title or identified industry area]’ on the Statement of Attainment. This wording applies only to skill sets that are formally identified as such in the endorsed Training Package. See the 2010 edition of the AQF Implementation Handbook for advice on wording on Statements of Attainment. http://www.aqf.edu.au/Portals/0/Documents/Handbook/AustQuals%20 FrmwrkFirstEditionJuly2011_FINAL.pdf

Skill Sets in this Training Package

This section provides information on skill sets in this Training Package, with the following important disclaimer: Readers should ensure that they have also read the part of the Training Package that outlines licensing and regulatory requirements.

Aspiring supervisor

Basic Contact Centre Operations

Copyright

Design Fundamentals

Design Protection

Franchising

Governance Induction

Innovation Leadership

Innovation Practice

Intellectual Property Strategic Management

Key Management

Key Recordkeeping

Legal Transcription

Managing Innovation

Medical Transcription

Patent

Small Business Contracting

Small Business Financial Management

Small Business Home-Based Business

Small Business Indigenous Corporate Governance

Small Business Intellectual Property

Small Business Marketing

Small Business Operations Preparatory

Small Business Preparatory

Trade Mark

Workforce Planning and Development Skill Set

Workforce Development Implementation Skill Set

Units of Competency in this Training Package

List of ALL Units of Competency within Training Package

Unit code	Unit title
BSBADM101A	Use business equipment and resources
BSBADM301B	Produce texts from shorthand notes
BSBADM302B	Produce texts from notes
BSBADM303B	Produce texts from audio transcription
BSBADM307B	Organise schedules
BSBADM311A	Maintain business resources
BSBADM401B	Produce complex texts from shorthand notes
BSBADM405B	Organise meetings
BSBADM406B	Organise business travel
BSBADM407B	Administer projects
BSBADM409A	Coordinate business resources
BSBADM411A	Produce complex texts from audio transcription
BSBADM502B	Manage meetings
BSBADM503B	Plan and manage conferences
BSBADM504B	Plan or review administrative systems
BSBADM506C	Manage business document design and development
BSBADV402B	Conduct pre-campaign testing
BSBADV403B	Monitor advertising production
BSBADV404B	Schedule advertisements
BSBADV405A	Perform media calculations
BSBADV406A	Buy and monitor media
BSBADV407A	Apply media analysis and processing tools
BSBADV408A	Review advertising media options
BSBADV503B	Coordinate advertising research
BSBADV507B	Develop a media plan
BSBADV509A	Create mass print media advertisements
BSBADV510A	Create mass electronic media advertisements
BSBADV602B	Develop an advertising campaign
BSBADV603B	Manage advertising production
BSBADV604B	Execute an advertising campaign
BSBADV605B	Evaluate campaign effectiveness
BSBATSIC411C	Communicate with the community
BSBATSIC412A	Maintain and protect cultural values in the organisation
BSBATSIC511A	Plan and conduct a community meeting
BSBATSIL408C	Manage a Board meeting
BSBATSIL411A	Undertake the roles and responsibilities of a board member
BSBATSIL412A	Participate effectively as a board member
BSBATSIL413A	Review and apply the constitution
BSBATSIL503C	Manage conflict
BSBATSIL510A	Appoint and work with a manager
BSBATSIL511A	Lead the organisation’s strategic planning cycle
BSBATSIL512A	Be a leader in the community
BSBATSIM412B	Implement a businesslike approach
BSBATSIM414C	Oversee the organisation’s annual budget
BSBATSIM416A	Oversee organisational planning
BSBATSIM417A	Implement organisational plans
BSBATSIM418A	Oversee financial management
BSBATSIM419A	Contribute to the development and implementation of organisational policies
BSBATSIM420A	Oversee asset management
BSBATSIM421A	Support a positive and culturally appropriate workplace culture
BSBATSIM505C	Control organisation finances
BSBATSIM506C	Develop employment policies
BSBATSIM511C	Develop enterprise opportunities
BSBATSIM514A	Recruit and induct staff
BSBATSIW416C	Obtain and manage consultancy services
BSBATSIW417C	Select and use technology
BSBATSIW514C	Represent your organisation
BSBATSIW515C	Secure funding
BSBAUD402B	Participate in a quality audit
BSBAUD501B	Initiate a quality audit
BSBAUD503B	Lead a quality audit
BSBAUD504B	Report on a quality audit
BSBCCO203A	Conduct customer contact
BSBCCO204A	Collect data
BSBCCO205A	Prepare for work in a customer contact environment
BSBCCO301B	Use multiple information systems
BSBCCO302B	Deploy customer service field staff
BSBCCO303B	Conduct a telemarketing campaign
BSBCCO304C	Provide sales solutions to customers
BSBCCO305B	Process credit applications
BSBCCO306B	Process complex accounts
BSBCCO307A	Work effectively in customer contact
BSBCCO308A	Conduct outbound customer contact
BSBCCO309A	Develop product and service knowledge for customer contact operation
BSBCCO403A	Schedule customer contact activity
BSBCCO404A	Collect, analyse and record information
BSBCCO405A	Survey stakeholders to gather and record information
BSBCCO406A	Run a multicentre
BSBCCO407A	Administer customer contact technology
BSBCCO501B	Develop business continuity strategy
BSBCCO502A	Establish a multicentre
BSBCCO503A	Manage data interrogation
BSBCCO504A	Integrate customer contact operations in the organisation
BSBCCO601B	Optimise customer contact operations
BSBCCO602B	Manage customer contact information
BSBCCO603B	Design and launch new customer contact facilities
BSBCCO604B	Develop and maintain a service level strategy
BSBCCO605B	Develop and maintain a customer contact marketing strategy
BSBCCO606B	Forecast and plan using customer contact traffic information analysis
BSBCCO607B	Manage customer contact centre staffing
BSBCCO608B	Manage customer contact operational costs
BSBCMM101A	Apply basic communication skills
BSBCMM201A	Communicate in the workplace
BSBCMM301B	Process customer complaints
BSBCMM401A	Make a presentation
BSBCMM402A	Implement effective communication strategies
BSBCMM501A	Develop and nurture relationships
BSBCOM401B	Organise and monitor the operation of compliance management system
BSBCOM402B	Implement processes for the management of a breach in compliance requirements
BSBCOM403B	Provide education and training on compliance requirements and systems
BSBCOM404B	Promote and liaise on compliance requirements, systems and related issues
BSBCOM405A	Promote compliance with legislation
BSBCOM406A	Conduct work within a compliance framework
BSBCOM501B	Identify and interpret compliance requirements
BSBCOM502B	Evaluate and review compliance
BSBCOM503B	Develop processes for the management of breaches in compliance requirements
BSBCOM601B	Research compliance requirements and issues
BSBCOM602B	Develop and create compliance requirements
BSBCOM603C	Plan and establish compliance management systems
BSBCON401A	Work effectively in a business continuity context
BSBCON601B	Develop and maintain business continuity plans
BSBCON701A	Establish and review the business continuity management framework and strategies
BSBCRT101A	Apply critical thinking techniques
BSBCRT301A	Develop and extend critical and creative thinking skills
BSBCRT401A	Articulate, present and debate ideas
BSBCRT402A	Collaborate in a creative process
BSBCRT403A	Explore the history and social impact of creativity
BSBCRT501A	Originate and develop concepts
BSBCRT601A	Research and apply concepts and theories of creativity
BSBCUS201B	Deliver a service to customers
BSBCUS301B	Deliver and monitor a service to customers
BSBCUS401B	Coordinate implementation of customer service strategies
BSBCUS402B	Address customer needs
BSBCUS403B	Implement customer service standards
BSBCUS501C	Manage quality customer service
BSBDES201A	Follow a design process
BSBDES202A	Evaluate the nature of design in a specific industry context
BSBDES301A	Explore the use of colour
BSBDES302A	Explore and apply the creative design process to 2D forms
BSBDES303A	Explore and apply the creative design process to 3D forms
BSBDES304A	Source and apply design industry knowledge
BSBDES305A	Source and apply information on the history and theory of design
BSBDES401A	Generate design solutions
BSBDES402A	Interpret and respond to a design brief
BSBDES403A	Develop and extend design skills and practice
BSBDES501A	Implement design solutions
BSBDES502A	Establish, negotiate and refine a design brief
BSBDES601A	Manage design realisation
BSBDES602A	Research global design trends
BSBDES701A	Research and apply design theory
BSBDIV301A	Work effectively with diversity
BSBDIV501A	Manage diversity in the workplace
BSBDIV601A	Develop and implement diversity policy
BSBDIV701A	Develop cross cultural communication and negotiation strategies
BSBEBU401A	Review and maintain a website
BSBEBU501A	Investigate and design e business solutions
BSBEBU502A	Implement e business solutions
BSBEDU301A	Assist with monitoring compliance in international education services
BSBEDU302A	Assist in resolution of issues and incidents in an international education environment
BSBEDU303A	Assist with the provision of international education information
BSBEDU304A	Assist with the provision of pastoral care services to international students
BSBEDU305A	Assist with international education events and programs
BSBEDU401A	Coordinate provision of pastoral care services to international students
BSBEDU501A	Facilitate international education compliance
BSBEDU502A	Manage international education issues and incidents
BSBEDU503A	Manage international student recruitment and selection
BSBEDU504A	Manage international education and training processes
BSBEDU505A	Manage international client accommodation services
BSBEDU506A	Facilitate international education events and programs
BSBEDU507A	Manage transnational offshore education programs
BSBEDU508A	Manage international education financial and administrative processes
BSBEDU509A	Use information to enhance international education work role performance
BSBEDU701A	Investigate current trends in internationalisation of education
BSBEDU702A	Establish international onshore education initiatives
BSBEDU703A	Establish transnational offshore education initiatives
BSBEDU704A	Conduct applied international education research
BSBEMS401B	Develop and implement business development strategies to expand client base
BSBEMS402B	Develop and implement strategies to source and assess candidates
BSBEMS403B	Develop and provide employment management services to candidates
BSBEMS404B	Manage the recruitment process for client organisations
BSBFIA301A	Maintain financial records
BSBFIA302A	Process payroll
BSBFIA303A	Process accounts payable and receivable
BSBFIA304A	Maintain a general ledger
BSBFIA401A	Prepare financial reports
BSBFIA402A	Report on financial activity
BSBFIA501A	Report on finances related to international business
BSBFIM501A	Manage budgets and financial plans
BSBFIM502A	Manage payroll
BSBFIM601A	Manage finances
BSBFIM701A	Manage financial resources
BSBFLM303C	Contribute to effective workplace relationships
BSBFLM305C	Support operational plan
BSBFLM306C	Provide workplace information and resourcing plans
BSBFLM309C	Support continuous improvement systems and processes
BSBFLM311C	Support a workplace learning environment
BSBFLM312C	Contribute to team effectiveness
BSBFRA301B	Work within a franchise
BSBFRA401B	Manage compliance with franchisee obligations and legislative requirements
BSBFRA402B	Establish a franchise
BSBFRA403B	Manage relationship with franchisor
BSBFRA404B	Manage a multiple site franchise
BSBFRA501B	Establish a franchise operation
BSBFRA502B	Manage a franchise operation
BSBFRA503B	Manage establishment of new sites or regions
BSBFRA504B	Manage relationships with franchisees
BSBFRA505B	Manage closure of a franchise
BSBGOV401A	Implement Board member responsibilities
BSBGOV402A	Work within organisational structure
BSBGOV403A	Analyse financial reports and budgets
BSBHRM403B	Support performance-management process
BSBHRM404A	Review human resources functions
BSBHRM405A	Support the recruitment, selection and induction of staff
BSBHRM501B	Manage human resources services
BSBHRM502A	Manage human resources management information systems
BSBHRM505B	Manage remuneration and employee benefits
BSBHRM506A	Manage recruitment selection and induction processes
BSBHRM507A	Manage separation or termination
BSBHRM509A	Manage rehabilitation or return to work programs
BSBHRM510A	Manage mediation processes
BSBHRM511A	Manage expatriate staff
BSBHRM512A	Develop and manage performance-management processes
BSBHRM513A	Manage workforce planning
BSBHRM602B	Manage human resources strategic planning
BSBHRM604A	Manage employee relations
BSBIND201A	Work effectively in a business environment
BSBIND301A	Work effectively in an educational environment
BSBIND302A	Work effectively in the international education services industry
BSBINM201A	Process and maintain workplace information
BSBINM202A	Handle mail
BSBINM301A	Organise workplace information
BSBINM302A	Utilise a knowledge management system
BSBINM303A	Handle receipt and despatch of information
BSBINM401A	Implement workplace information system
BSBINM501A	Manage an information or knowledge management system
BSBINM601A	Manage knowledge and information
BSBINN201A	Contribute to workplace innovation
BSBINN301A	Promote innovation in a team environment
BSBINN501A	Establish systems that support innovation
BSBINN502A	Build and sustain an innovative work environment
BSBINN601B	Manage organisational change
BSBINN801A	Lead innovative thinking and practice
BSBINT301B	Apply knowledge of the international trade environment to complete work
BSBINT302B	Apply knowledge of legislation relevant to international trade to complete work
BSBINT303B	Organise the importing and exporting of goods
BSBINT304B	Assist in the international transfer of services
BSBINT305B	Prepare business documents for the international trade of goods
BSBINT306B	Apply knowledge of international finance and insurance to complete work requirements
BSBINT401B	Research international business opportunities
BSBINT405B	Apply knowledge of import and export international conventions, laws and finance
BSBINT407B	Prepare business advice on export Free on Board Value
BSBINT408B	Prepare business advice on the taxes and duties for international trade transactions
BSBINT409B	Plan for international trade
BSBIPR301A	Comply with organisational requirements for protection and use of intellectual property
BSBIPR401A	Use and respect copyright
BSBIPR402A	Protect and use new inventions and innovations
BSBIPR403A	Protect and use brands and business identity
BSBIPR404A	Protect and use innovative designs
BSBIPR405A	Protect and use intangible assets in small business
BSBIPR501A	Manage intellectual property to protect and grow business
BSBIPR601A	Develop and implement strategies for intellectual property management
BSBITA401A	Design databases
BSBITA601A	Configure and optimise customer contact technology
BSBITB501A	Establish and maintain a workgroup computer network
BSBITB701A	Implement advanced electronic technologies
BSBITS401B	Maintain business technology
BSBITU101A	Operate a personal computer
BSBITU102A	Develop keyboard skills
BSBITU201A	Produce simple word processed documents
BSBITU202A	Create and use spreadsheets
BSBITU203A	Communicate electronically
BSBITU301A	Create and use databases
BSBITU302B	Create electronic presentations
BSBITU303A	Design and produce text documents
BSBITU304A	Produce spreadsheets
BSBITU305A	Conduct online transactions
BSBITU306A	Design and produce business documents
BSBITU307A	Develop keyboarding speed and accuracy
BSBITU309A	Produce desktop published documents
BSBITU401A	Design and develop complex text documents
BSBITU402A	Develop and use complex spreadsheets
BSBITU404A	Produce complex desktop published documents
BSBLED101A	Plan skills development
BSBLED301A	Undertake e-learning
BSBLED401A	Develop teams and individuals
BSBLED501A	Develop a workplace learning environment
BSBLED502A	Manage programs that promote personal effectiveness
BSBLED503A	Maintain and enhance professional practice
BSBLED701A	Lead personal and strategic transformation
BSBLED702A	Lead learning strategy implementation
BSBLED703A	Implement improved learning practice
BSBLED704A	Review enterprise e learning systems and solutions implementation
BSBLED705A	Plan and implement a mentoring program
BSBLED706A	Plan and implement a coaching strategy
BSBLED707A	Establish career development services
BSBLED708A	Conduct a career development session
BSBLED709A	Identify and communicate trends in career development
BSBLED710A	Develop human capital
BSBLEG301A	Apply knowledge of the legal system to complete tasks
BSBLEG302A	Carry out search of the public record
BSBLEG303A	Deliver court documentation
BSBLEG304A	Apply the principles of confidentiality and security within the legal environment
BSBLEG305A	Use legal terminology in order to carry out tasks
BSBLEG306A	Maintain records for time and disbursements in a legal practice
BSBLEG308A	Assist in prioritising and planning activities in a legal practice
BSBLEG403B	Maintain trust accounts
BSBLEG413A	Identify and apply the legal framework
BSBLEG414A	Establish and maintain a file in legal services
BSBLEG415A	Apply the principles of contract law
BSBLEG416A	Apply the principles of the law of torts
BSBLEG417A	Apply the principles of evidence law
BSBLEG418A	Produce complex legal documents
BSBLEG510A	Apply legal principles in family law matters
BSBLEG511A	Apply legal principles in criminal law matters
BSBLEG512A	Apply legal principles in property law matters
BSBLEG513A	Apply legal principles in corporation law matters
BSBLEG514A	Assist with civil procedure
BSBLEG515A	Apply legal principles in wills and probate matters
BSBMED301B	Interpret and apply medical terminology appropriately
BSBMED302B	Prepare and process medical accounts
BSBMED303B	Maintain patient records
BSBMED304B	Assist in controlling stocks and supplies
BSBMED305B	Apply the principles of confidentiality, privacy and security within the medical environment
BSBMED401B	Manage patient record keeping system
BSBMGT401A	Show leadership in the workplace
BSBMGT402A	Implement operational plan
BSBMGT403A	Implement continuous improvement
BSBMGT404A	Lead and facilitate off-site staff
BSBMGT405A	Provide personal leadership
BSBMGT406A	Plan and monitor continuous improvement
BSBMGT502B	Manage people performance
BSBMGT515A	Manage operational plan
BSBMGT516C	Facilitate continuous improvement
BSBMGT605B	Provide leadership across the organisation
BSBMGT608C	Manage innovation and continuous improvement
BSBMGT615A	Contribute to organisation development
BSBMGT616A	Develop and implement strategic plans
BSBMGT617A	Develop and implement a business plan
BSBMGT618A	Develop a contact centre business plan
BSBMKG401B	Profile the market
BSBMKG402B	Analyse consumer behaviour for specific markets
BSBMKG408B	Conduct market research
BSBMKG409A	Design direct response offers
BSBMKG410A	Test direct marketing activities
BSBMKG411A	Analyse direct marketing databases
BSBMKG412A	Conduct e-marketing communications
BSBMKG413A	Promote products and services
BSBMKG414B	Undertake marketing activities
BSBMKG415A	Research international markets
BSBMKG416A	Market goods and services internationally
BSBMKG501B	Identify and evaluate marketing opportunities
BSBMKG502B	Establish and adjust the marketing mix
BSBMKG506B	Plan market research
BSBMKG507A	Interpret market trends and developments
BSBMKG508A	Plan direct marketing activities
BSBMKG509A	Implement and monitor direct marketing activities
BSBMKG510B	Plan e-marketing communications
BSBMKG511A	Analyse data from international markets
BSBMKG512A	Forecast international market and business needs
BSBMKG513A	Promote products and services to international markets
BSBMKG514A	Implement and monitor marketing activities
BSBMKG515A	Conduct a marketing audit
BSBMKG516B	Profile international markets
BSBMKG517A	Analyse consumer behaviour for specific international markets
BSBMKG518A	Plan and implement services marketing
BSBMKG519A	Plan and implement business-to-business marketing
BSBMKG520A	Manage compliance within the marketing legislative framework
BSBMKG521A	Plan and implement sponsorship and event marketing
BSBMKG522A	Plan measurement of marketing effectiveness
BSBMKG523A	Design and develop an integrated marketing communication plan
BSBMKG603B	Manage the marketing process
BSBMKG605B	Evaluate international marketing opportunities
BSBMKG606B	Manage international marketing programs
BSBMKG607B	Manage market research
BSBMKG608A	Develop organisational marketing objectives
BSBMKG609A	Develop a marketing plan
BSBMKG610A	Develop, implement and monitor a marketing campaign
BSBMKG611A	Manage measurement of marketing effectiveness
BSBPMG409A	Apply project scope-management techniques
BSBPMG410A	Apply project time-management techniques
BSBPMG411A	Apply project quality-management techniques
BSBPMG412A	Apply project cost-management techniques
BSBPMG413A	Apply project human resources management approaches
BSBPMG414A	Apply project information management and communications techniques
BSBPMG415A	Apply project risk-management techniques
BSBPMG416A	Apply project procurement procedures
BSBPMG417A	Apply project life cycle management processes
BSBPMG418A	Apply project stakeholder engagement techniques
BSBPMG511A	Manage project scope
BSBPMG512A	Manage project time
BSBPMG513A	Manage project quality
BSBPMG514A	Manage project cost
BSBPMG515A	Manage project human resources
BSBPMG516A	Manage project information and communication
BSBPMG517A	Manage project risk
BSBPMG518A	Manage project procurement
BSBPMG519A	Manage project stakeholder engagement
BSBPMG520A	Manage project governance
BSBPMG521A	Manage project integration
BSBPMG522A	Undertake project work
BSBPMG601A	Direct the integration of projects
BSBPMG602A	Direct the scope of a project program
BSBPMG603A	Direct time management of a project program
BSBPMG604A	Direct cost management of a project program
BSBPMG605A	Direct quality management of a project program
BSBPMG606A	Direct human resources management of a project program
BSBPMG607A	Direct communications management of a project program
BSBPMG608A	Direct risk management of a project program
BSBPMG609A	Direct procurement and contracting for a project program
BSBPRO301A	Recommend products and services
BSBPRO401A	Develop product knowledge
BSBPUB401A	Develop and apply knowledge of public relations industry
BSBPUB402A	Develop public relations campaigns
BSBPUB403A	Develop public relations documents
BSBPUB501A	Manage the public relations publication process
BSBPUB502A	Develop and manage complex public relations campaigns
BSBPUB503A	Manage fundraising and sponsorship activities
BSBPUB504A	Develop and implement crisis management plans
BSBPUR301B	Purchase goods and services
BSBPUR401B	Plan purchasing
BSBPUR402B	Negotiate contracts
BSBPUR403B	Conduct international purchasing
BSBPUR501C	Develop, implement and review purchasing strategies
BSBPUR502B	Manage supplier relationships
BSBPUR503C	Manage international purchasing
BSBPUR504B	Manage a supply chain
BSBREL401A	Establish networks
BSBREL402A	Build client relationships and business networks
BSBREL403A	Implement international client relationship strategies
BSBREL501A	Build international client relationships
BSBREL502A	Build international business networks
BSBREL701A	Develop and cultivate collaborative partnerships and relationships
BSBRES401A	Analyse and present research information
BSBRES404A	Research legal information using primary sources
BSBRES502A	Research legal information using secondary sources
BSBRES801A	Initiate and lead applied research
BSBRKG301B	Control records
BSBRKG302B	Undertake disposal
BSBRKG303B	Retrieve information from records
BSBRKG304B	Maintain business records
BSBRKG305A	Review recordkeeping functions
BSBRKG401B	Review the status of a record
BSBRKG402B	Provide information from and about records
BSBRKG403C	Set up a business or records system for a small business
BSBRKG404A	Monitor and maintain records in an online environment
BSBRKG502B	Manage and monitor business or records systems
BSBRKG505B	Document or reconstruct a business or records system
BSBRKG506A	Develop and maintain terminology and classification schemes
BSBRKG601B	Define recordkeeping framework
BSBRKG603B	Prepare a functional analysis for an organisation
BSBRKG604B	Determine security and access rules and procedures
BSBRKG605B	Determine records requirements to document a function
BSBRKG606B	Design a records retention and disposal schedule
BSBRKG607B	Document and monitor the record-creating context
BSBRKG608B	Plan management of records over time
BSBRSK401A	Identify risk and apply risk management processes
BSBRSK501B	Manage risk
BSBSLS407A	Identify and plan sales prospects
BSBSLS408A	Present, secure and support sales solutions
BSBSLS501A	Develop a sales plan
BSBSLS502A	Lead and manage a sales team
BSBSMB201A	Identify suitability for micro business
BSBSMB301A	Investigate micro business opportunities
BSBSMB302A	Develop a micro business proposal
BSBSMB303A	Organise finances for the micro business
BSBSMB304A	Determine resource requirements for the micro business
BSBSMB305A	Comply with regulatory, taxation and insurance requirements for the micro business
BSBSMB306A	Plan a home based business
BSBSMB307A	Set up information and communications technology for the micro business
BSBSMB401A	Establish legal and risk management requirements of small business
BSBSMB402A	Plan small business finances
BSBSMB403A	Market the small business
BSBSMB404A	Undertake small business planning
BSBSMB405B	Monitor and manage small business operations
BSBSMB406A	Manage small business finances
BSBSMB407A	Manage a small team
BSBSMB408B	Manage personal, family, cultural and business obligations
BSBSMB409A	Build and maintain relationships with small business stakeholders
BSBSUS201A	Participate in environmentally sustainable work practices
BSBSUS301A	Implement and monitor environmentally sustainable work practices
BSBSUS501A	Develop workplace policy and procedures for sustainability
BSBWHS201A	Contribute to health and safety of self and others
BSBWHS301A	Maintain workplace safety
BSBWHS302A	Apply knowledge of WHS legislation in the workplace
BSBWHS303A	Participate in WHS hazard identification, risk assessment and risk control
BSBWHS304A	Participate effectively in WHS communication and consultation processes
BSBWHS305A	Contribute to WHS issue resolution
BSBWHS401A	Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBWHS402A	Assist with compliance with WHS laws
BSBWHS403A	Contribute to implementing and maintaining WHS consultation and participation processes
BSBWHS404A	Contribute to WHS hazard identification, risk assessment and risk control
BSBWHS405A	Contribute to implementing and maintaining WHS management systems
BSBWHS406A	Assist with responding to incidents
BSBWHS407A	Assist with claims management, rehabilitation and return-to-work programs
BSBWHS408A	Assist with effective WHS management of contractors
BSBWHS409A	Assist with workplace monitoring processes
BSBWHS410A	Contribute to work-related health and safety measures and initiatives
BSBWHS501A	Ensure a safe workplace
BSBWHS502A	Manage effective WHS consultation and participation processes
BSBWHS503A	Contribute to the systematic management of WHS risk
BSBWHS504A	Manage WHS hazards and risks
BSBWHS505A	Investigate WHS incidents
BSBWHS506A	Contribute to developing, implementing and maintaining WHS management systems
BSBWHS507A	Contribute to managing WHS information systems
BSBWHS508A	Manage WHS hazards associated with plant
BSBWHS509A	Facilitate the development and use of hazard-management tools
BSBWHS510A	Contribute to implementing emergency procedures
BSBWHS601A	Apply legislative frameworks for WHS
BSBWHS602A	Facilitate WHS activities
BSBWHS603A	Implement WHS risk management
BSBWHS604A	Evaluate the WHS performance of organisations
BSBWHS605A	Develop, implement and maintain WHS management systems
BSBWHS606A	Conduct WHS audits
BSBWHS607A	Apply ergonomics to manage WHS hazards and risks
BSBWHS608A	Assist with applying occupational hygiene to manage WHS hazards and risks
BSBWHS609A	Advise on the application of safe design principles to control WHS risks
BSBWOR201A	Manage personal stress in the workplace
BSBWOR202A	Organise and complete daily work activities
BSBWOR203B	Work effectively with others
BSBWOR204A	Use business technology
BSBWOR301B	Organise personal work priorities and development
BSBWOR302A	Work effectively as an off-site worker
BSBWOR401A	Establish effective workplace relationships
BSBWOR402A	Promote team effectiveness
BSBWOR403A	Manage stress in the workplace
BSBWOR404B	Develop work priorities
BSBWOR501B	Manage personal work priorities and professional development
BSBWOR502B	Ensure team effectiveness
BSBWRK401A	Develop and implement an organising plan
BSBWRK402A	Empower workers
BSBWRK403A	Communicate with workers
BSBWRK404A	Promote equality of opportunity and fair treatment for all workers
BSBWRK405A	Promote union values, principles and policies
BSBWRK406A	Participate in the bargaining process
BSBWRK407A	Provide advice to union members
BSBWRK408A	Undertake negotiations
BSBWRK409A	Prepare for and participate in dispute resolution
BSBWRK411A	Support employee and industrial relations procedures
BSBWRK501A	Develop, manage and review campaigns and projects
BSBWRK502A	Represent the union in key forums
BSBWRK503A	Coordinate case preparation and research
BSBWRK504A	Advocate and present cases for members
BSBWRK505A	Develop, implement and manage union policy
BSBWRK506A	Coordinate research and analysis
BSBWRK507A	Apply strategic unionism
BSBWRK508A	Manage and oversee bargaining
BSBWRK510A	Manage employee relations
BSBWRT301A	Write simple documents
BSBWRT401A	Write complex documents
BSBWRT501A	Write persuasive copy

Imported Units of Competency in this Training Package

Unit code	Unit title	Origin
CHCAD402D	Support the interests, rights and needs of clients within duty of care requirements	CHC08
CHCCS405C	Identify and address specific client needs	CHC08
CHCCS407C	Operate referral procedures	CHC08
CHCCS412E	Deliver and develop client services	CHC08
CHCFAM504C	Respond to and contain critical incidents	CHC08
CHCINF505D	Meet statutory and organisation information requirements	CHC08
CHCORG501B	Facilitate workplace change and innovation	CHC08
CHCPOL403C	Undertake research activities	CHC08
CPPDSM4047A	Implement and monitor procurement process	CHC07
CPPWMT3044A	Identify wastes and hazards	CPP07
CUFWRT301A	Write content for a range of media	CUF07
CUFWRT302A	Write simple stories	CUF07
CUFWRT401A	Edit text	CUF07
CUFWRT402A	Write extended stories	CUF07
FNSACC301A	Process financial transactions and extract interim reports	FNS10
FNSACC406A	Set up and operate a computerised accounting system	FNS10
FNSFLT201A	Develop and use a personal budget	FNS10
FNSSAM301A	Identify opportunities for cross-selling products and services	FNS10
FNSSAM402A	Implement a sales plan	FNS10
HLTFA302C	Provide first aid in remote situation	HLT07
HLTFA311A	Apply first aid	HLT07
ICAICT103A	Use, communicate and search securely on the internet	ICA11
ICAICT203A	Operate application software packages	ICA11
ICAICT209A	Interact with ICT clients	ICA11
ICASAS204A	Record client support requirements	ICA11
ICASAS305A	Provide IT advice to clients	ICA11
ICAICT511A	Match IT needs with the strategic direction of the enterprise	ICA11
ICAICT515A	Verify client business requirements	ICA11
MSS015002A	Develop strategies for more sustainable use of resources	MSS11
MSAENV472B	Implement and monitor environmentally sustainable work practices	MSA07
PUAWER001B	Identify, prevent and report potential workplace emergency situations	PUA00
PUAWER002B	Ensure workplace emergency prevention procedures, systems and processes are implemented	PUA00
PUAWER003B	Manage and monitor workplace emergency procedures, equipment and other resources	PUA00
PUAWER004B	Respond to workplace emergencies	PUA00
PSPETHC301B	Uphold the values and principles of public service	PSP04
PSPETHC401A	Uphold and support the values and principles of public service	PSP04
PSPETHC501B	Promote the values and ethos of public service	PSP04
PSPGOV314A	Contribute to conflict management	PSP04
PSPGOV406B	Gather and analyse information	PSP04
PSPGOV407B	Provide a quotation	PSP04
PSPGOV422A	Apply government processes	PSP04
PSPGOV507A	Undertake negotiations	PSP04
PSPGOV602B	Establish and maintain strategic networks	PSP04
PSPHR616A	Manage performance management system	PSP04
PSPLEGN301B	Comply with legislation in the public sector	PSP04
PSPMNGT614A	Facilitate knowledge management	PSP04
PSPPM402B	Manage simple projects	PSP04
PSPPOL404A	Support policy implementation	PSP04
PSPPROC406B	Procure goods and services	PSP04
PSPPROC411A	Plan procurement	PSP04
PSPPROC412A	Develop and distribute requests for offers	PSP04
PSPPROC413A	Select providers and develop contracts	PSP04
PSPPROC503B	Manage contract performance	PSP04
PSPPROC504B	Finalise contracts	PSP04
PSPPROC506A	Plan to manage a contract	PSP04
PSPPROC607A	Manage strategic contracts	PSP04
SIRXQUA001A	Develop innovative ideas at work	SIR07
SIRXQUA002A	Lead a team to foster innovation	SIR07
TAEASS301B	Contribute to assessment	TAE10
TAEDEL301A	Provide work skill instruction	TAE10
TAEDEL401A	Plan, organise and deliver group-based learning	TAE10
TAETAS501B	Undertake organisational training needs analysis	TAE10
TLIE4006A	Collect, analyse and present workplace data and information	TLI10

Mapping of qualifications to previous version of Training Package

Mapping of qualifications to previous version of the Training Package
BSB07 Version 8 and 8.1 Qualification code and title	BSB07 Version 7 Qualification code and title	Comments	E/N
BSB30307 Certificate III in Micro Business Operations	BSB30307 Certificate III in Micro Business Operations	BSBHRM402A Recruit, select and induct staff replaced with BSBHRM405A Support the recruitment, selection and induction of staff	E
BSB40212 Certificate IV in Business	BSB40212 Certificate IV in Business	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB40312 Certificate IV in Customer Contact	BSB40312 Certificate IV in Customer Contact	BSBPMG404A Apply quality management techniques, BSBPMG407A Apply risk management techniques and BSBPMG510A Manage projects replaced with BSBPMG411A Apply project quality-management techniques, BSBPMG415A Apply project risk-management techniques and BSBPMG522A Undertake project work. BSBHRM402A Recruit, select and induct staff replaced with BSBHRM405A Support the recruitment, selection and induction of staff	E
BSB40407 Certificate IV in Small Business Management	BSB40407 Certificate IV in Small Business Management	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB40812 Certificate IV in Frontline Management	BSB40812 Certificate IV in Frontline Management	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB40907 Certificate IV in Governance	BSB40907 Certificate IV in Governance	BSBPMG408A Apply contract and procurement procedures replaced with BSBPMG416A Apply project procurement procedures.	E
BSB41013 Certificate IV in Human Resources	BSB41007 Certificate IV in Human Resources	Qualification structure revised to reflect broader application within a range of human resource roles and contexts. Total units remain at 10. Core units increased from 4 to 6. Elective units reduced from 6 to 4.	N
BSB41412 Certificate IV in Work Health and Safety	BSB41412 Certificate IV in Work Health and Safety	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB41513 Certificate IV in Project Management Practice	BSB41507 Certificate IV in Project Management	New title and qualification structure to reflect broader application within a range of project support roles and contexts. Total units increased from 8 to 9 and core units reduced from 8 to 3.	N
BSB41707 Certificate IV in Recordkeeping	BSB41707 Certificate IV in Recordkeeping	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB41807 Certificate IV in Unionism and Industrial Relations	BSB41807 Certificate IV in Unionism and Industrial Relations	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB50107 Diploma of Advertising	BSB50107 Diploma of Advertising	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB50207 Diploma of Business	BSB50207 Diploma of Business	BSBHRM501A Manage human resources services, BSBHRM504A Manage workforce planning and BSBPMG510A Manage projects replaced with BSBHRM501B Manage human resources services, BSBHRM513A Manage workforce planning and BSBPMG522A Undertake project work.	E
BSB50311 Diploma of Customer Contact	BSB50311 Diploma of Customer Contact	BSBHRM402A Recruit, select and induct staff replaced with BSBHRM405A Support the recruitment, selection and induction of staff	E
BSB50407 Diploma of Business Administration	BSB50407 Diploma of Business Administration	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB50507 Diploma of Franchising	BSB50507 Diploma of Franchising	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.	E
BSB50613 Diploma of Human Resources Management	BSB50607 Diploma of Human Resources Management	Qualification structure revised to reflect broader application within a range of human resource roles and contexts. Total units increased from 8 to 9. Core units increased from 3 to 6. Elective units reduced from 5 to 3.	N
BSB50807 Diploma of International Business	BSB50807 Diploma of International Business	BSBPMG501A Manage application of project integrative processes, BSBPMG502A Manage project scope, BSBPMG503A Manage project time, BSBPMG504A Manage project costs, BSBPMG505A Manage project quality, BSBPMG506A Manage project human resources, BSBPMG507A Manage project communications, BSBPMG508A Manage project risk, BSBPMG509A Manage project procurement and BSBPMG510A Manage projects replaced with BSBPMG521A Manage project integration, BSBPMG511A Manage project scope, BSBPMG512A Manage project time, BSBPMG514A Manage project cost, BSBPMG513A Manage project quality, BSBPMG515A Manage project human resources, BSBPMG516A Manage project information and communication, BSBPMG517A Manage project risk, BSBPMG518A Manage project procurement and BSBPMG522A Undertake project work.	E
BSB51107 Diploma of Management	BSB51107 Diploma of Management	BSBHRM402A Recruit, select and induct staff, BSBHRM503B Manage performance management systems, BSBHRM504A Manage workforce planning, BSBPMG510A Manage projects and BSBWRK509A Manage industrial relations replaced with BSBHRM405A Support the recruitment, selection and induction of staff, BSBHRM512A Develop and manage performance-management processes, BSBHRM513A Manage workforce planning, BSBPMG522A Undertake project work and BSBWRK510A Manage employee relations	E
BSB51413 Diploma of Project Management	BSB51407 Diploma of Project Management	Qualification structure revised to reflect broader application within a range of project management roles and contexts. Total units increased from 9 to 12 and core units remain at 9 units.	N
BSB51607 Diploma of Quality Auditing	BSB51607 Diploma of Quality Auditing	BSBPMG505A Manage project quality replaced with BSBPMG513A Manage project quality	E
BSB51707 Diploma of Recordkeeping	BSB51707 Diploma of Recordkeeping	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work	E
BSB51807 Diploma of Unionism and Industrial Relations	BSB51807 Diploma of Unionism and Industrial Relations	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work	E
BSB60612 Advanced Diploma of Work Health and Safety	BSB60612 Advanced Diploma of Work Health and Safety	BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work	E
BSB60907 Advanced Diploma of Management (Human Resources)	BSB60907 Advanced Diploma of Management (Human Resources)	Pathways into the qualification advice update to include current qualification	E
BSB60707 Advanced Diploma of Project Management.	BSB60707 Advanced Diploma of Project Management.	Pathways into the qualification advice update to include current qualification	E

Note:

All previous mapping between earlier versions of BSB07 is available on the IBSA website: http://www.ibsa.org.au/training-packages/by-industry/business-services.aspx

Mapping of units to previous version of Training Package

Key: E = equivalent, N = not equivalent, N/A = not applicable

Mapping of the units of competency to previous version of the Training Package
BSB07 Version 8 Qualifications code and title	BSB07 Version 7 Qualifications code and title	Comments	E/N
BSBHRM403B Support performance-management processes	BSBHRM403A Support performance management processes	New performance criteria at elements 1 and 2. Rewritten and clarified performance criteria. Expanded and updated required skills section. Expanded and updated range statement. Updated and clarified critical aspects for assessment in Evidence Guide.	E
BSBHRM404A Review human resources functions	BSBHRM401A Review human resources functions	New unit code. New element 4. Two new performance criteria at element 1. Rewritten and clarified performance criteria. New performance criteria at Element 2 and 5. Expanded and updated required skills section. Expanded and updated Range Statement. Updated and clarified critical aspects for assessment in Evidence Guide.	N
BSBHRM405A Support the recruitment, selection and induction of staff	BSBHRM402A Recruit, select and induct staff	New unit code and title. New performance criteria at elements 1 and 2. Rewritten and clarified performance criteria. Expanded and updated required skills section. Expanded and updated range statement. Updated and clarified critical aspects for assessment in Evidence Guide.	N
BSBHRM501B Manage human resources services	BSBHRM501A Manage human resources services	New performance criteria at elements 1, 2 and 3. Rewritten and clarified performance criteria. Expanded and updated required skills section. Expanded and updated range statement. Updated and clarified critical aspects for assessment and evidence in the Evidence Guide.	E
BSBHRM512A Develop and manage performance-management processes	BSBHRM503B Manage performance management systems	New unit code and title. Revised and updated unit descriptor. Amended wording of elements 1, 2 and 3. Deleted element 2. New performance criteria at elements 1, 2 and 3. Rewritten and clarified performance criteria. Expanded and updated required skills and knowledge section. Expanded and updated range statement. Updated and clarified Evidence Guide.	N
BSBHRM513A Manage workforce planning	BSBHRM504A Manage workforce planning	Revised and updated unit description. Amended wording of element 1. Added new performance criteria at elements 2 and 3. Rewritten and clarified performance criteria. Expanded and updated required skills and knowledge sections. Expanded and updated range statement. Updated and clarified critical aspects for assessment and evidence in the Evidence Guide.	N
BSBPMG409A Apply project scope-management techniques	BSBPMG401A Apply project scope management techniques	New unit code. Revised and updated unit descriptor and application of unit section. Two new performance criteria at element 1. Element 2 split into two elements, distributing its performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG410A Apply project time-management techniques	BSBPMG402A Apply time management techniques	New unit code and title. Revised and updated Unit descriptor and application of unit section. One new performance criterion at element 1. Rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG411A Apply project quality-management techniques	BSBPMG404A Apply quality management techniques	New unit code and title. Revised and updated unit descriptor and application of unit section. One new performance criteria at elements 2 and 3. Rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG412A Apply project cost-management techniques	BSBPMG403A Apply cost management techniques	New unit code and title. Revised and updated unit descriptor and application of unit section. One new performance criterion in element 1. Rewritten and clarified performance criteria. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG413A Apply project human resources management approaches	BSBPMG405A Apply human resources management approaches	New unit code and title. Revised and updated unit descriptor and application of unit section. New element 2 and rewritten elements. Rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG414A Apply project information management and communications techniques	BSBPMG406A Apply communications management techniques	New unit code and title. Revised and updated Unit descriptor and application of unit section. Rewritten and clarified performance criteria. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG415A Apply project risk-management techniques	BSBPMG407A Apply risk management techniques	New unit code and title. Revised and updated unit descriptor and application of unit section. Rewritten element 2 Added three performance criteria to element 2. One new performance criterion at element 3. Rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG416A Apply project procurement procedures	BSBPMG408A Apply contract and procurement procedures	New unit code and title. Revised and updated unit descriptor and application of unit section. New element wording. Substantially rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG417A Apply project life cycle management processes	New unit.	N/A
BSBPMG418A Apply project stakeholder engagement techniques	New unit.	N/A
BSBPMG511A Manage project scope	BSBPMG502A Manage project scope	New unit code. Revised and updated unit descriptor and application of unit section. New element wording. New performance criterion 1.3. Removed performance criterion 3.3. Substantially rewritten and clarified performance criteria. Removed ‘self-management’ from required skills. Expanded and updated required knowledge section. Substantially expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG512A Manage project time	BSBPMG503A Manage project time	New unit code. Revised and updated unit descriptor and application of unit section. New performance criterion 2.3. Substantially rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG513A Manage project quality	BSBPMG505A Manage project quality	New unit code. Revised and updated unit descriptor and application of unit section. New performance criteria 1.1 to 1.5 Substantially rewritten and clarified performance criteria. Expanded and updated required knowledge section. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG514A Manage project cost	BSBPMG504A Manage project costs	New unit code. Revised and updated unit descriptor and application of unit section. New performance criterion 1.3. Substantially rewritten and clarified performance criteria. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG515A Manage project human resources	BSBPMG506A Manage project human resources	New unit code. Revised and updated unit descriptor and application of unit section. Rewritten elements. New element 4. Removed ‘stakeholder management’ components and placed in new unit on stakeholder engagement. Substantially rewritten and clarified performance criteria. Updated required skills and knowledge. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG516A Manage project information and communication	BSBPMG507A Manage project communications	New unit code and title. Revised and updated unit descriptor and application of unit section. Rewritten elements. Substantially rewritten and clarified performance criteria. Clarified required skills and knowledge. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG517A Manage project risk	BSBPMG508A Manage project risk	New unit code. Revised and updated unit descriptor and application of unit section. Rewritten elements and performance criteria in line with Australian and international risk management standards. Clarified required skills and knowledge. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG518A Manage project procurement	BSBPMG509A Manage project procurement	New unit code. Revised and updated Unit descriptor and application of unit section. Rewritten elements to remove the term ‘contract’. New performance criteria 3.1 and 3.3. Substantially rewritten and clarified performance criteria. Clarified and updated required skills and knowledge. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG519A Manage project stakeholder engagement	New unit.	N/A
BSBPMG520A Manage project governance	New unit.	N/A
BSBPMG521A Manage project integration	BSBPMG501A Manage application of project integrative processes	New unit code and title. Revised and updated unit descriptor and application of unit section. New and major rewrite to all elements and performance criteria to reflect both integrated planning and life cycle management processes. Clarified, expanded and updated required skills and knowledge. Expanded and updated range statement. Updated and clarified evidence guide. Removed assessment requirement for ‘multiple complex projects’.	N
BSBPMG522A Undertake project work	BSBPMG510A Manage projects	New unit code. New unit title supported by industry to better reflect the outcomes of this unit, which had often been adopted in lieu of the broader project management units of competency. Added assessment context to "... demonstrate all required skills, knowledge and performance in a workplace-based project" to ensure alignment with vocational project practice.	E
BSBWRK411A Support employee and industrial relations procedures	BSBWRK410A Implement industrial relations procedures	New unit code and title. Amended wording of elements 1 and 3. One new performance criteria at element 2. Rewritten and clarified performance criteria. Expanded and updated required skills and knowledge sections. Expanded and updated range statement. Updated and clarified Evidence Guide.	N
BSBWRK510A Manage employee relations	BSBWRK509A Manage industrial relations	New unit code and title. Revised and updated unit descriptor. Amended wording of elements 1, 2 and 3. One new performance criteria at Element 2. Rewritten and clarified performance criteria. Expanded and updated range statement. Updated and clarified Critical aspects for assessment and evidence in the Evidence Guide.	E
No other BSB07 units of competency were added or changed as a result of this Version 8 upgrade.

Note:

All previous mapping between earlier versions of BSB07 is available on the IBSA website: http://www.ibsa.org.au/training-packages/by-industry/business-services.aspx

Historical and General Information

Units of competency for inclusion in Business Services qualifications

BSB07 Business Services Training Package qualifications allow for the inclusion of units from outside the specified field or domain in the BSB07 Business Services Training Package, and from other endorsed Training Packages or accredited courses.

The qualification rules in BSB07 on occasion allow for units to be selected from a higher or lower qualification. The qualification rules will provide specific advice wherever this rule is applicable. The general rule is that other elective units of competency may be chosen from a qualification level directly below or above the qualification being undertaken. The purpose of this is to allow a choice that will most accurately deliver the requirements of a business, or groups of businesses, or will maximise the employability of an individual or group.

When the qualification rule allows units to be selected from a qualification above and a qualification below these units can be chosen in addition to the elective units listed, even if the elective units are at the same indicative level.

For example, if the unit BSBWOR401A Establish effective workplace relationships is listed as an elective unit and selected as an elective unit, another unit could be selected from another qualification at the same indicative level.

The elective units listed are not included in the rule that applies to electives selected from other qualifications, Training Packages or accredited courses.

Advice on selection of elective units of competency

When packaging a qualification, elective units are to be selected from an equivalent level qualification unless otherwise stated. When a qualification allows the selection of a unit from a lower level qualification or a higher level qualification, the selection should be based on the qualification level at which the unit was first packaged.

For example:

The unit TAEDEL401A was first packaged in a Certificate IV level qualification – this is indicated by the ‘4’ in the code. Therefore this unit could be included in the Diploma of Management under the rule; that one unit may be selected from a Certificate IV.

Advice on prerequisite units

There are no prerequisite units specified within individual BSB07 units of competency. Each unit in BSB07 describes work activities required by business and contains an outline of the knowledge and skills required for that work, which are sufficient for that work. The units have been designed in line with this principle, i.e. the knowledge and skills that are integral to the work requirements are described sufficiently in the unit.

Work outcome

All vocational education qualifications must lead to a work outcome. The unique flexibility of the BSB07 Business Services Training Package qualifications is their feature; it allows for registered training organisations (RTOs) to vary programs to meet:

specific needs of a business or group of businesses

skill needs of a locality or a particular industry application of business skills

maximum employability of a group of students or an individual.

Maximising employability

In all cases, when packaging units to form a BSB07 qualification, RTOs must follow the principle of providing groups and individuals with the broadest possible combination of skills and attributes.

When combining units, therefore, choices must be exercised so that duplication of work outcomes does not occur either within the BSB07 or among other Training Packages.

Hence, when packaging units to form BSB20112 Certificate II in Business, it would not be legitimate to include BSBCMM201A Communicate in the workplace and a communication unit from another Training Package.

The customer contact units of competency and qualifications were previously a stream within the ICT02 Telecommunications Training Package. The IBSA Board determined that as these qualifications have broad, crossindustry application they should be relocated into BSB07.

What does BSB07 Business Services Training Package cover?

BSB07 Business Services Training package covers a diverse range of industries and occupations comprising the Business Services sector. Business Services is a discrete industry as well as a diverse range of crossindustry functions and services supporting the commercial activities of all industries. In our global, knowledgebased economy, this very large, dynamic and growing industry is vital to Australia’s economic progress. Business Services industries covered by this Training Package are described in the following pages.

Administration

The Administration category in BSB07 contains qualifications covering general, education, medical and legal administration.

There are five standalone Business Administration qualifications at Certificate III level. They are BSB30412 Certificate III in Business Administration, BSB30507 Certificate III in Business Administration (International Education), BSB30912 Certificate III in Business Administration (Education), BSB31012 Certificate III in Business Administration (Legal) and BSB31112 Certificate III in Business Administration (Medical).

The BSB30412 Certificate III in Business Administration has been designed for individuals working in office administration assistant or junior personal assistant positions, and replaces what was formerly known as the Specialist Administration stream in BSB01. The Medical Administration qualification is for those working in roles such as a medical receptionist, medical records clerk or medical secretary. The Legal Administration qualification is aimed at individuals working in roles such as a legal receptionist or junior legal administration. The Education qualification is suitable for persons working in roles such as education program support worker, school support officer or student services officer.

The units covered in BSB30412 Certificate III in Business Administration include general administrative and IT competencies, such as word processing, keyboarding, scheduling and using a range of software packages to produce documents and databases. Medical administration units cover areas such as medical terminology, preparing accounts, maintaining patient records, medical supplies control and confidentiality. The legal administration units cover areas such as searching public records, delivering court documents and legal terminology.

There are also skill sets in this area covering medical transcription and legal transcription.

BSB30507 Certificate III in Business Administration (International Education) was developed as part of a suite of International Education qualifications. This qualification reflects the role of an individual working in international education administration providing technical advice and support to a team. Typical job roles may include student recruitment and admissions officer, administrative assistant or receptionist within the international office of a university, or a registered training provider such as a TAFE or ELICOS private training provider.

BSB40507 Certificate IV in Business Administration is designed for people working in roles such as administration officer, accounts supervisor or executive personal assistant roles. BSB50407 Diploma of Business Administration qualification is for people in senior administration roles, such as administration manager or office manager roles.

Advertising

There are three qualifications in this domain: BSB40107 Certificate IV in Advertising, BSB50107 Diploma of Advertising and BSB60110 Advanced Diploma of Advertising. Workers with these qualifications could include copywriters, media buyers, media analysts, account planners, production managers, art directors, and advertising managers.

The Certificate IV reflects those skills required by a member of an advertising team with units in areas such as target market and audience profiling, precampaign testing, production monitoring, advertisement scheduling and media buying. At the Diploma the focus shifts to include research, developing creative concepts, evaluating media options and creating advertisements. The Diploma also contains units on media planning, presenting campaign options to clients, developing advertising strategies and briefs, as well as managing the financial aspects of a campaign. The units at Advanced Diploma reflect higher order management functions in advertising including developing, managing, executing and evaluating an advertising campaign.

Business

There are six business qualifications in BSB07, which range from Certificate I to Advanced Diploma. These qualifications have been designed to be generic, broadbased and contextualised for enterprises, regions, localities and groups across the full spectrum of Australian industry. The qualifications provide essential crossindustry skills for all enterprises. They also provide a pathway for those wishing to continue on with their business studies into the higher education sector.

Business Sales

BSB40610 Certificate IV in Business Sales is designed for individuals working in organisations where sales are among services provided, but selling is not the core business. As a result, this qualification is distinguished from sales that take place in businesses whose core business involves retailing and wholesaling, which are covered by other endorsed Training Packages.

Workers with this qualification could include sales account assistants, sales agents and sales representatives. The qualification contains units on building client relationships, developing product knowledge, identifying prospects and presenting sales solutions. It also has units covering securing buyer commitment, postsale followup and selfevaluating sales performance.

Compliance Management

Compliance Management units are designed to implement and maintain an organisation’s established compliance, program management systems. There are no specific compliance management qualifications. The units are ideally packaged at Certificate IV, Diploma and Advanced Diploma levels, in BSB40212 Certificate IV in Business, BSB50207 Diploma of Business, BSB51107 Diploma of Management and BSB60207 Advanced Diploma of Business. These units were developed in 2004, following extensive consultation and have been updated to be consistent with AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organizations, and AS ISO 15489:2004 Records management.

Customer Contact

There are four qualifications in Customer Contact, ranging from Certificate II to Diploma level.

The Certificate II is designed to support job roles such as customer contact assistants or operators. Units of competency in this qualification include working with multiple communication channels, and receiving and responding to customer requests.

The Certificate III is also suitable for customer contact agents or operators, customer services representatives and telesales representatives. Units of competency in this qualification include meeting customer requirements, resolving customer complaints, working effectively in a contact centre environment and actioning customer contact.

The Certificate IV is designed for contact centre team leaders, quality assurance coordinators, customer contact coaches, analysts, schedulers, and complex enquiry customer contact operators. Units of competency in this qualification include developing teams and individuals, coordinating customer service strategies, implementing operational plans, providing leadership, and managing stress in the workplace.

The Diploma is designed for contact centre managers, customer contact segment managers, quality assurance officers, customer contact coaches, analysts, schedulers, and complex enquiry customer contact managers. Units of competency in this qualification focus on the development of management skills, such as facilitating continuous improvement, capitalising on change and innovation, and ensuring team effectiveness.

These four customer contact qualifications were previously contained as a stream in ICT02 Telecommunications Training Package. The IBSA board determined that these qualifications have broad application across IBSA’s industries and so should be relocated in BSB07 Business Services Training Package.

Human Resource Management

The Human Resource Management category reflects ongoing fundamental changes in the work of human resource managers to contributing strategically and operationally to organisational performance.

There are three Human Resource Management qualifications in BSB07. These are BSB41013 Certificate IV in Human Resources, BSB50613 Diploma of Human Resources Management and BSB60907 Advanced Diploma of Management (Human Resources). Workers with these qualifications could include human resource assistants, human resource officers, payroll officers, human resource managers, human resource coordinators, human resource consultants, recruiters and organisational change managers.

The units in these qualifications cover the range of human resource functions, including recruitment, selection, performance management, workforce planning, industrial relations, remuneration and benefits, managing outsourced services, mediation and rehabilitation programs. The four units from the Employment Services domain in BSB01 have been transferred to the Human Resource Management area in BSB07. Flexible packaging rules allow the human resource management units to be incorporated into other qualifications.

Franchising

There are two qualifications in this domain, BSB40707 Certificate IV in Franchising and BSB50507 Diploma of Franchising. The Certificate IV is targeted at franchisees and covers establishing and operating a franchise, managing compliance and the relationship with the franchisor. The Diploma covers establishing a franchise, managing the opening of new sites and expansion, managing relationships with franchisees, and closing a franchise.

There is also a skill set for consultants assisting people to buy into a franchise, or to franchise an existing business operation.

Governance

There are three governance qualifications in BSB07: the revised qualification BSB41910 Certificate IV in Business (Governance), replacing the BSB41907, the BSB50710 revised Diploma of Business (Governance) replacing the BSB50707 and BSB40907 Certificate IV in Governance.

BSB41910 Certificate IV in Business (Governance) and BSB50710 Diploma of Business (Governance) are specialist qualifications for board members of Indigenous organisations. These qualifications follow a review and development by IBSA and the Office of the Registrar of Indigenous Corporations.

BSB40907 Certificate IV in Governance is a generic governance qualification designed for board members with responsibility for coordinating high quality governance within an organisation. There are units on implementing board member responsibilities, analysing financial reports and working within an organisational structure. There are also several electives within the qualification that allow for a specialisation in Indigenous governance. Such units cover maintaining and protecting Indigenous culture, communicating with the community, managing Indigenous cultural processes, and contributing to a culturally appropriate workplace.

Intellectual Property

Intellectual Property units are designed for organisations to protect, manage and use intellectual property, and include units relating to patents, trademarks, design and copyright. There are no specific intellectual property qualifications. The intellectual property units can be packaged as electives in a range of qualifications from Certificate III to Advanced Diploma. These units were developed in 2008 following extensive consultation, after a scoping report identified a high perceived importance of intellectual property and a strong stated need for competency-based related training.

International Education Services

BSB30507 Certificate III in Business Administration (International Education) reflects the role of an individual working in international education administration providing technical advice and support to a team. Typical job roles may include student recruitment and admissions officer, administrative assistant or receptionist within the international office of a university, or a registered training provider such as a TAFE or ELICOS private training provider.

International Trade/Business

There are twenty-three units in the three International Trade/Business qualifications in BSB07. The three qualifications are BSB30612 Certificate III in International Trade, BSB41107 Certificate IV in International Trade, and BSB50807 Diploma of International Business. These qualifications are designed for workers and managers in export and import enterprises, and other specialist personnel involved with international trade and business.

The units cover a diverse range of skills and knowledge involved with the work of international trade/business across a range of levels. The units cover activities such as assisting in the process of importing and exporting goods, international transfer of services and international transport of goods, researching international business opportunities and markets, marketing goods and services internationally, obtaining specialist permits for import and export of goods, forecasting international market and business needs, and promoting products and services to international markets.

Legal Services

There are three qualifications in BSB07 related to Legal Services. These are BSB31012 Certificate III in Business Administration (Legal), BSB40110 Certificate IV in Legal Services and BSB50110 Diploma of Legal Services. The qualifications at Certificate IV and Diploma are designed for people working in occupations such as legal assistants, legal secretaries, legal services, assistant paralegals, support officers and legal support recruitment consultants.

The Certificate III qualification is described in more detail in the Business Administration field above.

The units in the Legal Services qualifications cover areas such as searching public records, keeping time and disbursement records, preparing court documents, and researching legal information.

Management

There are three management qualifications in BSB07: BSB40812 Certificate IV in Frontline Management, BSB51107 Diploma of Management and BSB60407 Advanced Diploma of Management.

The Certificate IV in Frontline Management, Diploma of Management and Advanced Diploma of Management incorporate units from the frontline and strategic management domains in BSB01. The qualifications are applicable to anyone with management responsibility across the full variety of organisations within the Australian economy.

The Certificate IV is designed for workers in team leader, supervisory, front desk or line management positions. The Diploma is designed for middle managers, while the Advanced Diploma is for senior managers moving towards the executive level.

The units cover areas such as finance, operations, leadership, knowledge management, entrepreneurship, risk management, customer service, diversity planning, strategy development and the execution of business goals.

Marketing

There are three marketing qualifications in BSB07. BSB41307 Certificate IV in Marketing is designed for roles including marketing assistant, direct marketing assistant, marketing coordinator or public relations officer. The qualification covers units in areas such as profiling markets, analysing consumer behaviour, conducting market research and making marketing presentations.

BSB51207 Diploma of Marketing is designed for those working as brand managers, category managers, direct marketing managers, marketing team leaders and public relations managers. Units covered by this qualification include evaluating marketing opportunities, establishing the marketing mix, implementing marketing activities, conducting a marketing audit and interpreting market trends.

BSB60507 Advanced Diploma of Marketing is a qualification for individuals working in senior strategic marketing positions, such as marketing directors, marketing strategic directors and national, regional or global marketing managers. Units in this qualification cover areas such as managing the marketing function of an organisation, developing marketing objectives and plans.

Management (Learning)

There are two qualifications at a Vocational Graduate Certificate and Vocational Graduate Diploma level in Management (Learning).

The Vocational Graduate Certificate and the Vocational Graduate Diploma reflect the roles of individuals who apply substantial specialised knowledge and skills in the field of learning and capability development.

Both qualifications are relevant to leaders and managers in an organisation where learning is used to build capability – in these roles they harness learning to enhance existing practices and thinking, workforce capability and career development. Typical job roles include human resources development (HRD) operational manager, organisational learning and leadership manager, workforce capability development leader and managers providing career development research or information.

Project Management

There are three qualifications in this field: Certificate IV, Diploma and Advanced Diploma. These units and qualifications were originally designed in 2004, following extensive consultation. They were subsequently updated to apply to wide ranging vocational applications, including project authorisation, project scope, management of the project, costing, risk management, integrative processes, procurement and human resources project management.

Purchasing

As well as being a specific work role, purchasing is also a crossindustry and generic work function; all organisations are involved in purchasing to some extent. Units from the Purchasing area may be used in a wide range of qualifications or in the specific Purchasing qualifications at Certificate IV or Diploma, in BSB07. The Purchasing qualifications are BSB41607 Certificate IV in Purchasing and BSB51507 Diploma of Purchasing.

The Purchasing qualifications include competencies ranging from those required to handle low expenditure purchasing transactions through to those required to manage purchasing relationships including international purchasing and supply chain management, suiting a variety of workplace roles related to this specific competency field.

Quality Auditing

There is one qualification in this field, BSB51607 Diploma of Quality Auditing. The qualification applies to a wide range of specialised and managerial quality audit vocations, including planning, conducting and evaluating quality improvements, and organising and supporting quality audit systems. These units and qualification were originally developed in 2004, following extensive consultation and were subsequently streamlined to eliminate duplication.

Recordkeeping

Recordkeepers can be seen as the custodians of corporate memory. Their work ensures the retention and security of records and can involve basic records handling, reviewing and disposing of records, setting up records systems, developing recordkeeping policy, and developing and establishing record and terminology regimes.

There are four qualifications relating to recordkeeping in BSB07: BSB30807 Certificate III in Recordkeeping, BSB41707 Certificate IV in Recordkeeping, BSB51707 Diploma of Recordkeeping and BSB60807 Advanced Diploma of Recordkeeping. Workers with these qualifications would include records officers, records managers, corporate archivists and privacy officers. There is also a skill set for new recordkeepers.

The Certificate III is designed for those working in positions such as assistant records clerks, assistant registry officers and administration officers. Units in this qualification cover retrieving information, controlling, maintaining and deleting records. The Certificate IV is designed for those working in medical records, records clerks, records officers, registry officers and project assistants. Units covered include areas such as reviewing record status, setting up a recordkeeping system and electronic recordkeeping.

The Diploma is targeted at those in senior recordkeeping positions such as archivists, records management coordinators and senior records officers. Units in this qualification cover areas such as managing and monitoring a business records management system, developing the recordkeeping system and classification systems. The Advanced Diploma qualification is suitable for senior archivists, project managers or records managers and includes units related to the design, security and conceptualisation of an organisation’s recordkeeping system; particular emphasis is placed on ensuring the recordkeeping function supports the strategic objectives of the organisation.

Small Business Management

The BSB01 Small Business Management qualification was reviewed and, in response to needs identified through consultation and research undertaken for the Indigenous Small Business Skills Development Project, the following alterations and additions were made to the BSB01 Business Services Training Package:

development of a new Certificate III – BSB30307 Certificate III in Micro Business Operations

revision of BSB40407 Certificate IV in Small Business Management

development of skill sets

redevelopment of the existing small business management units and the development of new small business management units.

The consultation process undertaken with Indigenous small business organisations, individuals and small business stakeholders facilitated a careful investigation of existing national competency standards to determine whether the training and development needs of small business and micro business were being met. The resultant analysis and further industry consultation refined and updated existing Small Business Management competency standards and produced new competency standards which meet the new and emerging needs of the expanding small business and micro business industry sectors.

Unionism and Industrial Relations

There are two qualifications in this specific competency field, BSB41807 Certificate IV in Unionism and Industrial Relations and BSB51807 Diploma of Unionism and Industrial Relations. The Certificate IV is designed to cater for union organisers and workplace union representatives, while the Diploma is suitable for union officials.

The Certificate IV contains units including communicating with workers, promoting union values, principles and policies, providing advice to union members, undertaking negotiations, bargaining and negotiation. The Diploma includes units on developing campaigns, strategic planning, policy development and presenting cases for members.

Work Health and Safety

There are four work health and safety (WHS) qualifications in BSB07 from Certificate III to Advanced Diploma. The qualifications and units of competency are a direct response to the harmonisation of commonwealth, state and territory WHS laws, which commenced on 1 January 2012, and require jurisdictions to enact laws that reflect the model WHS laws. The qualifications apply to a range of vocations including WHS practitioner and HR practitioner, and are suitable for people who take on workplace health and safety (WHS) responsibilities in addition to their main duties.

Features of the BSB07 Business Services Training Package Qualifications

BSB07 Business Services Training Package contains 58 qualifications across a range of business services, from Certificate I through to Advanced Diploma levels.

There are no direct links between the qualifications and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

The qualification structures have been designed on a core plus electives model, and feature the flexibility to accommodate a wide variety of industry contexts and to suit individual enterprise requirements. An added feature of the qualifications in BSB07 is that suggested electives are provided for some qualifications to achieve different vocational outcomes and Employability Skills summaries have been added to the qualification documents.

Advice has been added regarding the pathways into and from a qualification to better articulate how learners may approach a qualification. As in BSB01, there are no unit prerequisites within BSB07; however the pathways advice provides information on suggested entry levels for learners. Advice is provided for each qualification on how a candidate may enter a qualification. The pathway into a qualification is generally expressed as requiring the candidate to have:

a completed qualification at a level immediately prior to the qualification to be undertaken

OR

relevant vocational experience in cases where they do not possess formal qualifications or part thereof.

Categorisation of Units of Competency

Individual Training Packages usually group or categorise units under headings, variously called ‘domains’, ‘functional areas’ or ‘fields’. This ‘sorting’ process helps users navigate content and provides a structure for the way information is presented.

As part of its work to develop a more cohesive development approach, IBSA has created a set of common headings to categorise units of competency across all eleven Training Packages under its coverage. As every IBSA Training Package is reviewed and continuously improved, units of competency will be organised and presented according to this categorisation approach. The needs of all IBSA sectors have been considered in developing the new category headings.

The new categorisation approach:

helps users to ‘find’ units across any IBSA Training Package as they will always be grouped under consistent headings

allows IBSA to adopt a much more holistic approach to reviewing and improving units in different content areas

assists in the process of rationalising units, as unnecessary duplication will be immediately highlighted

allows each Training Package to select and present only the units that are relevant to a particular industry sector.

IBSA’s unit categorisation approach has two levels of heading – Broad Competency Field and Specific Competency Field. Both of these are shown in each unit of competency in accordance with the national unit template. The table below shows an example of the way a unit of competency has been categorised.

Sample Unit Coding: BSBMGT401A Show leadership in the workplace

Three letters indicating the training package for which the unit was developed	Three letters indicating the specific competency field of the unit	Three digit numeric	Version Identifier
This unit has been developed for the Business Services Training Package (BSB)	Broad Competency Field: Management and Leadership Specific Competency Field: Management (MGT)	Number assigned to the unit of competency	This unit is a revised version of BSBFLM402A Show leadership in the workplace; however, because it has been recoded, the version identifier indicates that this is the first version of this unit with the current code.
BSB	MGT	401	A

Note: The numeric characters in the unit codes have followed the general rule of referring to the AQF qualification in which the unit is first packaged. For example, 401 indicates that this unit was first packaged at a Certificate IV level.

The following broad and specific competency fields make up BSB07. The codes applied to each specific competency field are identified in brackets.

TITLES FOR BROAD COMPETENCY FIELDS	TITLES FOR SPECIFIC COMPETENCY FIELDS (alpha code)	DESCRIPTION This code is used to indicate:
Administration	Educational Administration (EDU)	Specialist units of competency developed for application in educational environments
General Administration (ADM)	Units of competency developed for application in a broad range of work environments
Legal Services Administration (LEG)	Specialist units of competency developed for application in a legal work environment
Medical Services Administration (MED)	Specialist units of competency developed for application in medical environments including doctor’s surgeries, hospitals, medical centres, hospices etc.
Purchasing and Contracting (PUR)	Specialist units of competency developed for the procurement of goods and services
Business Development	Advertising (ADV)	Specialist units of competency developed for application in an advertising work environment
International Business (INT)	Specialist units of competency developed for application in workplace environments involved in the import and/or export of goods and services
Marketing (MKG)	Specialist units of competency developed for application in planning, developing and implementing marketing strategies
Public Relations (PUB)	Specialist units of competency developed for application in public relations, fundraising and sponsorship environments
Sales (SLS)	Specialist units of competency developed for application in the sales process and in sales management
Communication	Interpersonal Communication (CMM)	Units of competency denoting the application of interpersonal skills in a range of contexts within the workplace
Writing (WRT)	Specialist units relating to the development and use of writing skills to communicate information
Creativity and Innovation	Creative Thinking (CRT)	Units of competency requiring the application of thought to develop concepts, ideas and constructive argument for the workplace
Innovation (INN)	Units of competency requiring the application of skills and knowledge for the development of new practices, systems and processes for the workplace
Design	Design Process (DES)	Units of competency requiring the application of skills and knowledge for the development and application of design techniques in response to workplace requirements
Finance	Financial Admin (FIA)	Units of competency applicable to financial record preparation and reporting
Financial Management (FIM)	Units of competency related to the general management of financial functions including budgets, payroll and reporting
Industry Capability	Continuity (CON)	Specialist units of competency developed for the application of planning, resourcing and managing business continuity to ensure the resilience and critical functions/objectives of the business can be maintained in the event of a disruptive occurrence
Industry Context (IND)	Units of competency providing an overview of the work requirements essential in specific workplace environments
Product Skills and Advice (PRO)	Units of competency requiring the development and application of product knowledge
Sustainability (SUS)	Specialist units of competency developed for the application of environmentally sustainable work practices
Workplace Effectiveness (WOR)	Units of competency developed for application as core workplace skills and practices
Information and Communications Technology	EBusiness (EBU)	Specialist units of competency developed for application in ebusiness environments
IT Analysis and Design (ITA)	Specialist units of competency developed for application in the design and analysis of computerised systems and processes
IT Building and Implementation (ITB)	Specialist units of competency developed for application in computer network environments
IT Support (ITS)	Specialist units of competency developed for application in the maintenance of business technology
IT Use (ITU)	Units of competency requiring the use of computerbased hardware and software
Knowledge Management	Information Management (INM)	Specialist units of competency requiring the application of a range of information management processes including computerised and noncomputerised systems
Recordkeeping (RKG)	Specialist units of competency developed for the application of recordkeeping procedures and practices in a broad range of work environments
Research (RES)	Specialist units of competency required for application in the sourcing, collection, analysis and presentation of information
Management and Leadership	Frontline Management (FLM)	Units of competency requiring the application of team management skills within a work group
Franchising (FRA)	Specialist units of competency required for application in the establishment and management of a franchise
Management (MGT)	Specialist units of competency required for leadership, organisational development and people management in the workplace
Project Management (PMG)	Specialist units of competency required for management and direction of projects
Small and Micro Business (SMB)	Specialist units of competency developed for application in managing and operating micro and small businesses
Regulation, Licensing and Risk	Compliance (COM)	Specialist units of competency developed for compliance monitoring and management in a range of work environments
Governance (GOV)	Specialist units of competency developed for application by company or Board directors
Aboriginal and Torres Strait Islander Governance (ATSI)	Specialist units of competency developed for application in Indigenous governance work environments
Work Health and Safety (WHS)	Specialist units of competency developed for implementing, monitoring and managing WHS in the workplace
Quality Auditing (AUD)	Specialist units of competency developed for the implementation of quality audit systems
Risk Management (RSK)	Specialist units of competency developed for application in a range of risk management contexts
Intellectual Property (IPR)	Specialist units of competency developed for the protection, management and use of intellectual property
Stakeholder Relations	Contact Centre Operations (CCO)	Specialist units of competency developed for application in a customer contact centre environment
Customer Service (CUS)	Specialist units of competency developed for the application of customer service skills
Relationship Management (REL)	Specialist units of competency associated with the development of client relationships and business networks
Workforce Development	Diversity (DIV)	Specialist units of competency required for the development of a culturally sensitive workplace
Human Resource Management (HRM)	Specialist units of competency required for the selection, induction, termination and wellbeing of staff
Learning and Development (LED)	Units of competency for application in development of the workforce
Recruitment and Employment Services (EMS)	Specialist units of competency developed for application in the provision of recruitment/employment services
Workplace Relations (WRK)	Specialist units of competency applied in workplace review processes, dealing with and through trade unions, and in a range of industrial relations contexts

Introduction to the Industry

The business services industry is a major contributor to the Australian economy and employs a significant proportion of the workforce. However, it is not recognised as a distinct industry within the ANZSIC classification scheme used by the ABS and so the exact size and nature of the industry is difficult to quantify.

The business services industry comprises small, medium and large enterprises including multinationals and franchises. An estimated 87% of business services enterprises are SMEs. The industry includes a number of significant sectors or domains, including:

Administration

Advertising

Business development

Business governance

Communication

Creativity, innovation and design

Finance

Industry capability and workforce development

Information and Communications Technology

Knowledge management

Mail house and despatch

Management and leadership

Regulation, licensing and risk

Stakeholder relations and customer contact.

Business services workers provide the crucial services that keep all other industries functioning. Together receptionists, office managers, secretaries and personal assistants make up a workforce of more than 400,000. Counted together all business services occupations could account for as much as 15% of the Australian workforce. The graph below shows the workforce size (in 2008) for major business services occupations.

The key workforce development challenges facing the business services industry from 2012 will be:

developing management and leadership skills at all levels in organisations

offering opportunities to undertake higher level vocational skills

the blurring of industry and occupational boundaries creating occupational and skills convergence

the demand for higher levels of digital literacy across occupational groups and industries, including social media skills

the need for business, particularly small business, to work with facilitators to identify and plan for workforce development

widening the recruitment pool by making learning opportunities available to all individuals.

Given the workforce development priorities of the industry, the following issues require particular consideration by IBSA and RTOs:

the feasibility of developing of a graduate vocational qualification in business to cater for the large cohort of students who already have Diploma or Degree level qualifications and to pick up on the strong demand by industry for higher level skills, particularly in business management, analysis and marketing and sales

flexibility in the structure of qualifications to cater for skills convergence between sectors within and outside the industry, particularly in terms of integrating ICT skills into a range of business qualifications

ensuring employability skills and leadership skills are integrated into and effectively delivered and assessed in business qualifications at all levels and that the transferability of these skills is highlighted in teaching.

Source: IBSA online e-scan survey of the Business Services industry, 2012

Emerging issues

In 2009 employers from the Business Services industry responding to IBSA’s online e-scan survey indicated that the general issues they were most concerned about were:

the economy and global financial downturn/recovery

business taxes tariffs and regulations

addressing environmental sustainability/green credentials (ISO14001).

Each of these issues was of concern to more than half of all Business Services industry survey respondents. In addition, almost two thirds of Business Services industry survey respondents reported that it is not easy to find applicants with the right mix and level of skills, and 42% reported that it is not easy to move quickly to adjust staff numbers and skills to suit business changes.

Survey respondents identified a critical need for skills in converging technologies including combinations of creative, IT skills and business development skills. The graph below shows areas of critical need for future industry skills as identified by the survey respondents.

Source:	IBSA online e-scan survey of the Business Services industry, November 2009.
Further detail on industry concerns was gathered though consultations with industry.

Workforce skills

Many people (particularly in SMEs) have not had assistance with literacy and numeracy and do not have the basic skills or capabilities to assimilate information – they lack learning skills and support. Numeracy is a particular problem for the calculation of currencies, import duties, GST and other tasks that require basic maths and it is difficult to get the message through, especially to small business, that training is available.

People in SMEs also lack core business skills and don’t know where to go to access training for skill gaps. The economic climate is forcing people out of big business – they are starting small businesses or buying franchises without the necessary business skills. There is considerable naivety – people don’t know what it takes to run a business.

Workforce flexibility

It is necessary to reskill to accommodate the restructures coming out of the economic conditions. Businesses need to consider how to address shrinkage and ensure they still have the required pool of skills available in their remaining workforce – it’s not enough just to think about head counts and ratios and getting rid of training and marketing to cut costs. They need to keep training going so the business has the necessary skills for when the economy recovers.

Technology

This is the start of the mobile, highly-connected workforce, how workplaces are designed and where people work will change and both businesses and workers need to be prepared for what the change will mean (possibly increased isolation, need for greater independence and self-motivation).

Demographic

Older generation is staying in the workforce longer and employers need to encourage them to pass information on before they leave, they also need strategies for enabling people to stay on in more flexible or part-time roles. Impact of migration and even greater multiculturalism in the workplace – need for greater cultural awareness in working with and managing others, and also dealing with customers from a variety of backgrounds (example of Honda running training for dealers on how to sell to Indian customers). Different cultures can also impact on workforce culture, perhaps making the workforce too compliant, less questioning/assertive and less innovative.

Leadership

People are looking for good leaders who know how to empower a team. Leadership is different from management and is important for innovation and for getting the best out of your workforce. Leaders (and others) need emotional intelligence (not just a qualification) and this is largely developed through experience.

Economy

A greater focus on the bottom line and profitability means that employers are reluctant to release people for training. Business is more risk averse and may be unwilling to invest in training.

Business Services Training Package

The number of enrolments in the Business Services Training Package took an upward swing in 2010 from a relatively stable base in the three years previous. There was a 17.43 percent increase in enrolments between 2009 and 2010.

Source: NCVER VET Provider Collection 2011

For 2010 the five Business Services qualifications with the highest enrolments represented 51.21 percent of total enrolments in that Training Package. These qualifications are listed below with the total number of enrolments in brackets.

BSB20107 Certificate II in Business (32,138)

BSB30407 Certificate III in Business Administration (26,648)

BSB51107 Diploma of Management (19,013)

BSB30107 Certificate III in Business (16,329)

BSB40807 Certificate IV in Frontline Management (12,254) – now BSB40812

For 2010 the three Business Services qualifications with the lowest enrolments are listed below with the total enrolments in brackets.

BSB50601 Diploma of Business (Advertising) (1)

BSB51604 Diploma of Occupational Health and Safety (1)

BSB51904 Diploma of Business (Quality Auditing) (1)

Competency Standards - Industry Contextualisation

What is competency?

The broad concept of industry competency concerns the ability to perform particular tasks and duties to the standard of performance expected in the workplace. Competency requires the application of specified skills, knowledge and attitudes relevant to effective participation in an industry, industry sector or enterprise.

Competency covers all aspects of workplace performance and involves performing individual tasks; managing a range of different tasks; responding to contingencies or breakdowns; and, dealing with the responsibilities of the workplace, including working with others. Workplace competency requires the ability to apply relevant skills, knowledge and attitudes consistently over time and in the required workplace situations and environments. In line with this concept of competency Training Packages focus on what is expected of a competent individual in the workplace as an outcome of learning, rather than focussing on the learning process itself.

Competency standards in Training Packages are determined by industry to meet identified industry skill needs. Competency standards are made up of a number of units of competency each of which describes a key function or role in a particular job function or occupation. Each unit of competency within a Training Package is linked to one or more AQF qualifications.

Contextualisation of Units of Competency by RTOs

RTOs may contextualise units of competency to reflect local outcomes required. Contextualisation could involve additions or amendments to the unit of competency to suit particular delivery methods, learner profiles, specific enterprise equipment requirements, or to otherwise meet local needs. However, the integrity of the overall intended outcome of the unit of competency must be maintained.Any contextualisation of units of competency in this endorsed Training Package must be within the bounds of the following advice. In contextualising units of competency, RTOs:

must not remove or add to the number and content of elements and performance criteria

may add specific industry terminology to performance criteria where this does not distort or narrow the competency outcomes

may make amendments and additions to the range statement as long as such changes do not diminish the breadth of application of the competency and reduce its portability

may add detail to the evidence guide in areas such as the critical aspects of evidence or resources and infrastructure required where these expand the breadth of the competency but do not limit its use.

Components of Units of Competency

The components of units of competency are summarised below, in the order in which they appear in each unit of competency.

Unit Title

The unit title is a succinct statement of the outcome of the unit of competency. Each unit of competency title is unique, both within and across Training Packages.

Unit Descriptor

The unit descriptor broadly communicates the content of the unit of competency and the skill area it addresses. Where units of competency have been contextualised from units of competency from other endorsed Training Packages, summary information is provided. There may also be a brief second paragraph that describes its relationship with other units of competency, and any licensing requirements.

Employability Skills statement

A standard Employability Skills statement appears in each unit of competency. This statement directs trainers and assessors to consider the information contained in the Employability Skills Summary in which the unit of competency is packaged.

Prerequisite Units (optional)

If there are any units of competency that must be completed before the unit, these will be listed.

Application of the Unit

This sub-section fleshes out the unit of competency's scope, purpose and operation in different contexts, for example, by showing how it applies in the workplace.

Competency Field (Optional)

The competency field either reflects the way the units of competency are categorised in the Training Package or denotes the industry sector, specialisation or function. It is an optional component of the unit of competency.

Sector (optional)

The industry sector is a further categorisation of the competency field and identifies the next classification, for example an elective or supervision field.

Elements of Competency

The elements of competency are the basic building blocks of the unit of competency. They describe in terms of outcomes the significant functions and tasks that make up the competency.

Performance Criteria

The performance criteria specify the required performance in relevant tasks, roles, skills and in the applied knowledge that enables competent performance. They are usually written in passive voice. Critical terms or phrases may be written in bold italics and then defined in range statement, in the order of their appearance in the performance criteria.

Required Skills and Knowledge

The essential skills and knowledge are either identified separately or combined. Knowledge identifies what a person needs to know to perform the work in an informed and effective manner. Skills describe the application of knowledge to situations where understanding is converted into a workplace outcome.

Range Statement

The range statement provides a context for the unit of competency, describing 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. As applicable, the meanings of key terms used in the performance criteria will also be explained in the range statement.

Evidence Guide

The evidence guide is critical in assessment as it provides information to the Registered Training Organisation (RTO) and assessor about how the described competency may be demonstrated. The evidence guide does this by providing a range of evidence for the assessor to make determinations, and by providing the assessment context. The evidence guide describes:

conditions under which competency must be assessed including variables such as the assessment environment or necessary equipment

relationships with the assessment of any other units of competency

suitable methodologies for conducting assessment including the potential for workplace simulation

resource implications, for example access to particular equipment, infrastructure or situations

how consistency in performance can be assessed over time, various contexts and with a range of evidence, and expectations at the AQF qualification level involved.

Employability Skills in units of competency

The detail and application of Employability Skills facets will vary according to the job-role requirements of each industry. In developing Training Packages, industry stakeholders are consulted to identify appropriate facets of Employability Skills which are incorporated into the relevant units of competency and qualifications.

Employability Skills are not a discrete requirement contained in units of competency (as was the case with Key Competencies). Employability Skills are specifically expressed in the context of the work outcomes described in units of competency and will appear in elements, performance criteria, range statements and evidence guides. As a result, users of Training Packages are required to review the entire unit of competency in order to accurately determine Employability Skills requirements.

How Employability Skills relate to the Key Competencies

The eight nationally agreed Employability Skills now replace the seven Key Competencies in Training Packages. Trainers and assessors who have used Training Packages prior to the introduction of Employability Skills may find the following comparison useful.

Employability Skills	Mayer Key Competencies
Communication	Communicating ideas and information
Teamwork	Working with others and in teams
Problem solving	Solving problems Using mathematical ideas and techniques
Initiative and enterprise
Planning and organising	Collecting, analysing and organising information Planning and organising activities
Self-management
Learning
Technology	Using technology

When analysing the above table it is important to consider the relationship and natural overlap of Employability Skills. For example, using technology may involve communication skills and combine the understanding of mathematical concepts.

Explicitly embedding Employability Skills in units of competency

This Training Package seeks to ensure that industry-endorsed Employability Skills are explicitly embedded in units of competency. The application of each skill and the level of detail included in each part of the unit will vary according to industry requirements and the nature of the unit of competency.

Employability Skills must be both explicit and embedded within units of competency. This means that Employability Skills will be:

embedded in units of competency as part of the other performance requirements that make up the competency as a whole

explicitly described within units of competency to enable Training Packages users to identify accurately the performance requirements of each unit with regards to Employability Skills.

This Training Package also seeks to ensure that Employability Skills are well-defined and written into units of competency so that they are apparent, clear and can be delivered and assessed as an essential component of unit work outcomes.

The following table contains examples of embedded Employability Skills for each component of a unit of competency. Please note that in the examples below the bracketed skills are provided only for clarification and will not be present in units of competency within this Training Package.

Examples from this Training Package of Employability Skills embedded within unit components

Unit component	Example of embedded Employability Skill
Unit Title	Manage operational plan (planning and organising, self management).
Unit Descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and monitor implementation of the operational plan to provide efficient and effective workplace practices within the organisation’s productivity and profitability plans. Management at a strategic level requires systems and procedures to be developed and implemented to facilitate the organisation’s operational plan (planning and organising, self management, problem solving, initiative and enterprise).
Element	Monitor and review operational performance (communication, problem solving)
Performance Criteria	Plan and implement systems to ensure that mentoring and coaching are provided to support individuals and teams to effectively, economically and safely use resources (planning and organising, communication, team work, learning).
Range Statement	Consultation processes may refer to: email/intranet communications, newsletters or other processes and devices which ensure that all employees have the opportunity to contribute to team and individual operational plans (technology, communication)
Required Skills and Knowledge	literacy skills to access and use workplace information and to write a succinct and practical plan technology skills to use software to produce and monitor the plan against performance indicators planning and organisational skills coaching skills to work with people with poor performance numeracy skills to allocate and manage financial resources (communication, technology, planning and organising, learning).
Evidence Guide	Evidence of the following is essential: development of an operational plan with details of how it will be implemented and monitored knowledge of models and methods for operational plans (self management, communication, problem solving, initiative and enterprise, planning and organising, self management).

Competency Standards - Industry Contextualisation

RTOs may contextualise units of competency to reflect local outcomes required. Contextualisation could involve additions or amendments to the unit of competency to suit particular delivery methods, learner profiles, specific enterprise equipment requirements, or to otherwise meet local needs. However, the integrity of the overall intended outcome of the unit of competency must be maintained.

Any contextualisation of units of competency in this endorsed Training Package must be within the bounds of the following advice. In contextualising units of competency, RTOs:

must not remove or add to the number and content of elements and performance criteria

may add specific industry terminology to performance criteria where this does not distort or narrow the competency outcomes

may make amendments and additions to the range statement as long as such changes do not diminish the breadth of application of the competency and reduce its portability

may add detail to the evidence guide in areas such as the critical aspects of evidence or resources and infrastructure required where these expand the breadth of the competency but do not limit its use.

Employability Skills

Employability Skills replacing key competency information from 2006

In May 2005, the approach to incorporate employability skills within Training Package qualifications and units of competency was endorsed. As a result, from 2006 employability skills have replaced key competency information in Training Packages.

Background to employability skills

Employability skills are also sometimes referred to as generic skills, capabilities or key competencies. The employability skills discussed here build on the Mayer Committee’s key competencies, which were developed in 1992 and attempted to describe generic competencies for effective participation in work.

The Business Council of Australia (BCA) and the Australian Chamber of Commerce and Industry (ACCI), produced the Employability Skills for the Future report in 2002 in consultation with other peak employer bodies and with funding provided by the Department of Education, Science and Training (DEST) and the Australian National Training Authority (ANTA). Officially released in 2002, copies of the report are available from the DEST website at: www.dest.gov.au/archive/ty/publications/ employability_skills/index.htm.

The report indicated that business and industry now require a broader range of skills than the Mayer Key Competencies Framework and featured an Employability Skills Framework identifying the following eight employability skills:

Communication

Teamwork

Problem solving

Initiative and enterprise

Planning and organising

Self-management

Learning

Technology.

The report demonstrated how employability skills can be further described for particular occupational and industry contexts by sets of facets. The facets listed in the report are the aspects of the employability skills that the sample of employers surveyed identified as being important work skills. These facets were seen by employers as being dependent both in their nature and priority on an enterprise’s business activity.

Employability Skills Framework

The following table contains the employability skills facets identified in the report Employability Skills for the Future.

Skill	Facets
Aspects of the skill that employers identify as important. The nature and application of these facets will vary depending on industry and job type.
Communication that contributes to productive and harmonious relations across employees and customers:	listening and understanding speaking clearly and directly writing to the needs of the audience negotiating responsively reading independently empathising using numeracy effectively understanding the needs of internal and external customers persuading effectively establishing and using networks being assertive sharing information speaking and writing in languages other than English.
Teamwork that contributes to productive working relationships and outcomes:	working across different ages irrespective of gender, race, religion or political persuasion working as an individual and as a member of a team knowing how to define a role as part of the team applying teamwork to a range of situations, e.g. future planning and crisis problem solving identifying the strengths of team members coaching and mentoring skills, including giving feedback.
Problem solving that contributes to productive outcomes:	developing creative, innovative and practical solutions showing independence and initiative in identifying and solving problems solving problems in teams applying a range of strategies to problem solving using mathematics, including budgeting and financial management to solve problems applying problem solving strategies across a range of areas testing assumptions, taking into account the context of data and circumstances resolving customer concerns in relation to complex project issues.
Initiative and enterprise that contribute to innovative outcomes:	adapting to new situations developing a strategic, creative and long-term vision being creative identifying opportunities not obvious to others translating ideas into action generating a range of options initiating innovative solutions.
Planning and organising that contribute to long and short-term strategic planning:	managing time and priorities – setting time lines, coordinating tasks for self and with others being resourceful taking initiative and making decisions adapting resource allocations to cope with contingencies establishing clear project goals and deliverables allocating people and other resources to tasks planning the use of resources, including time management participating in continuous improvement and planning processes developing a vision and a proactive plan to accompany it predicting – weighing up risk, evaluating alternatives and applying evaluation criteria collecting, analysing and organising information understanding basic business systems and their relationships.
Self-management that contributes to employee satisfaction and growth:	having a personal vision and goals evaluating and monitoring own performance having knowledge and confidence in own ideas and visions articulating own ideas and visions taking responsibility.
Learning that contributes to ongoing improvement and expansion in employee and company operations and outcomes:	managing own learning contributing to the learning community at the workplace using a range of mediums to learn – mentoring, peer support and networking, IT and courses applying learning to technical issues (e.g. learning about products) and people issues (e.g. interpersonal and cultural aspects of work) having enthusiasm for ongoing learning being willing to learn in any setting – on and off the job being open to new ideas and techniques being prepared to invest time and effort in learning new skills acknowledging the need to learn in order to accommodate change.
Technology that contributes to the effective carrying out of tasks:	having a range of basic IT skills applying IT as a management tool using IT to organise data being willing to learn new IT skills having the OHS knowledge to apply technology having the appropriate physical capacity.

Employability Skills summary

An employability skills summary is included for each qualification. Summaries provide a lens through which to view employability skills at the qualification level and capture the key aspects or facets of the employability skills that are important to the job roles covered by the qualification. Summaries are designed to assist trainers and assessors to identify and include important industry application of employability skills in learning and assessment strategies.

The following is important information for trainers and assessors about employability skills summaries:

Employability skills summaries provide examples of how each skill is applicable to the job roles covered by the qualification.

Employability skills summaries contain general information about the industry context which is further explained as measurable outcomes of performance in the units of competency in each qualification.

The detail in each employability skills summary will vary depending on the range of job roles covered by the qualification in question.

Employability skills summaries are not exhaustive lists of qualification requirements or checklists of performance (which are separate assessment tools that should be designed by trainers and assessors after analysis at the unit level).

Employability skills summaries contain information that may also assist in building learners’ understanding of industry and workplace expectations.

Assessment Guidelines

Introduction

These Assessment Guidelines provide the endorsed framework for assessment of units of competency in this Training Package. They are designed to ensure that assessment is consistent with the Australian Quality Training Framework (AQTF) Essential Standards for Initial and Continuing Registration. Assessments against the units of competency in this Training Package must be carried out in accordance with these Assessment Guidelines.

Assessment System Overview

This section provides an overview of the requirements for assessment when using this Training Package, including a summary of the AQTF 2007 requirements; licensing/registration requirements; and assessment pathways.

Quality assessment underpins the credibility of the vocational education and training sector. The Assessment Guidelines of a Training Package are an important tool in supporting quality assessment.

Assessment within the National Skills Framework is the process of collecting evidence and making judgements about whether competency has been achieved to confirm whether an individual can perform to the standards expected in the workplace, as expressed in the relevant endorsed unit of competency.

Assessment must be carried out in accordance with the:

benchmarks for assessment

specific industry requirements

principles of assessment

rules of evidence

assessment requirements set out in the AQTF.

Benchmarks for Assessment

The endorsed units of competency in this Training Package are the benchmarks for assessment. As such, they provide the basis for nationally recognised Australian Qualifications Framework (AQF) qualifications and Statements of Attainment issued by Registered Training Organisations (RTOs).

Principles of Assessment

All assessments carried out by RTOs are required to demonstrate compliance with the principles of assessment:

validity

reliability

flexibility

fairness

sufficiency.

These principles must be addressed in the:

design, establishment and management of the assessment system for this Training Package development of assessment tools, and the conduct of assessment.

Validity

Assessment is valid when the process is sound and assesses what it claims to assess. Validity requires that:

(a)	assessment against the units of competency must cover the broad range of skills and knowledge that are essential to competent performance
(b)	assessment of knowledge and skills must be integrated with their practical application
(c)	judgement of competence must be based on sufficient evidence (that is, evidence gathered on a number of occasions and in a range of contexts using different assessment methods). The specific evidence requirements of each unit of competency provide advice on sufficiency

Reliability

Reliability refers to the degree to which evidence presented for assessment is consistently interpreted and results in consistent assessment outcomes. Reliability requires the assessor to have the required competencies in assessment and relevant vocational competencies (or to assess in conjunction with someone who has the vocational competencies). It can only be achieved when assessors share a common interpretation of the assessment requirements of the unit(s) being assessed.

Flexibility

To be flexible, assessment should reflect the candidate"s needs; provide for recognition of competencies no matter how, where or when they have been acquired; draw on a range of methods appropriate to the context, competency and the candidate; and support continuous competency development.

Fairness

Fairness in assessment requires consideration of the individual candidate"s needs and characteristics, and any reasonable adjustments that need to be applied to take account of them. It requires clear communication between the assessor and the candidate to ensure that the candidate is fully informed about, understands and is able to participate in, the assessment process, and agrees that the process is appropriate. It also includes an opportunity for the person being assessed to challenge the result of the assessment and to be reassessed if necessary.

Sufficiency

Sufficiency relates to the quality and quantity of evidence assessed. It requires collection of enough appropriate evidence to ensure that all aspects of competency have been satisfied and that competency can be demonstrated repeatedly. Supplementary sources of evidence may be necessary. The specific evidence requirements of each unit of competency provide advice on sufficiency. Sufficiency is also one of the rules of evidence.

Rules of Evidence

The rules of evidence guide the collection of evidence that address the principles of validity and reliability, guiding the collection of evidence to ensure that it is valid, sufficient, current and authentic.

Valid

Valid evidence must relate directly to the requirements of the unit of competency. In ensuring evidence is valid, assessors must ensure that the evidence collected supports demonstration of the outcomes and performance requirements of the unit of competency together with the knowledge and skills necessary for competent performance. Valid evidence must encapsulate the breadth and depth of the unit of competency, which will necessitate using a number of different assessment methods.

Sufficient

Sufficiency relates to the quality and quantity of evidence assessed. It requires collection of enough appropriate evidence to ensure that all aspects of competency have been satisfied and that competency can be demonstrated repeatedly. Supplementary sources of evidence may be necessary. The specific evidence requirements of each unit of competency provide advice on sufficiency.

Current

In assessment, currency relates to the age of the evidence presented by a candidate to demonstrate that they are still competent. Competency requires demonstration of current performance, so the evidence collected must be from either the present or the very recent past.

Authentic

To accept evidence as authentic, an assessor must be assured that the evidence presented for assessment is the candidate"s own work.

Assessment Requirements of the Australian Quality Training Framework

Assessment leading to nationally recognised AQF qualifications and Statements of Attainment in the vocational education and training sector must meet the requirements of the AQTF as expressed in the AQTF 2010 Essential Standards for Registration.

The AQTF 2010 Essential Standards for Initial and Continuing Registration can be downloaded from <www.training.com.au>.

The following points summarise the assessment requirements.

Registration of Training Organisations

Assessment must be conducted by, or on behalf of, an RTO formally registered by a State or Territory Registering Body in accordance with the AQTF The RTO must have the specific units of competency and/or AQF qualifications on its scope of registration.

Quality Training and Assessment

Each RTO must provide quality training and assessment across all its operations. See the AQTF 2010 Essential Standards for Initial and Continuing Registration, Standard 1.

Assessor Competency Requirements

Each person involved in training, assessment or client service must be competent for the functions they perform. AQTF 2010 Essential Standards for Initial and Continuing Registration, Standard 1 for assessor (and trainer) competency requirements. See also the AQTF 2010 Users" Guide to the Essential Standards for Registration Appendix 2.

Assessment Requirements

The RTOs assessments, including RPL, must meet the requirements of the relevant endorsed Training Package. See the AQTF 2010 Essential Standards for Initial and Continuing Registration.

Assessment Strategies

Each RTO must have strategies for training and assessment that meet the requirements of the relevant Training Package or accredited course and are developed in consultation with industry stakeholders. See the AQTF 2010 Essential Standards for Initial and Continuing Registration.

National Recognition

Each RTO must recognise the AQF qualifications and Statements of Attainment issued by any other RTO. See the AQTF 2010 Essential Standards for Initial and Continuing Registration.

Access and Equity and Client Outcomes

Each RTO must adhere to the principles of access and equity and maximise outcomes for its clients. See the AQTF 2010 Essential Standards for Initial and Continuing Registration.

Monitoring Assessments

Training and/or assessment provided on behalf of the RTO must be monitored to ensure that it is in accordance with all aspects of the AQTF 2010 Essential Standards for Initial and Continuing Registration.

Recording Assessment Outcomes

Each RTO must manage records to ensure their accuracy and integrity. See the AQTF 2010 Essential Standards for Initial and Continuing Registration.

Issuing AQF Qualifications and Statements of Attainment

Each RTO must issue AQF qualifications and Statements of Attainment that meet the requirements of the current AQF Implementation Handbook and the endorsed Training Packages within the scope of its registration. An AQF qualification is issued once the full requirements for a qualification, as specified in the nationally endorsed Training Package are met. A Statement of Attainment is issued when an individual has completed one or more units of competency from nationally recognised qualification(s)/courses(s). See the AQTF and the edition of the AQF Implementation Handbook-available on the AQF Council website < www.aqf.edu.au>.

Licensing/Registration Requirements

This section provides information on licensing/registration requirements for BSB07 Business Services Training Package, with the following important disclaimer.

The developers of this Training Package, and DEEWR, consider that no licensing or registration requirements apply to registered training organisations (RTOs), assessors or candidates with respect to this Training Package. Contact the relevant state or territory department(s) to check if there are any licensing or registration requirements with which you must comply. For further information on this topic contact IBSA at www.ibsa.org.au.

Requirements for Assessors

This section outlines the requirements and responsibilities of assessors assessing qualifications and units of competency in BSB07, including:

vocational competency requirements

responsibilities in making assessment judgements

the need to maintain currency in assessment practice.

Competency requirements of assessors

The benchmarks for demonstration of this vocational competence are the relevant units of competency in BSB07 Business Services Training Package or equivalent competence.

Persons who conduct assessments against individual units of competency from BSB07 Business Services Training Package must hold formal recognition of competence in each unit in which they wish to conduct assessment or have the relevant vocational competencies at least to the level being delivered or assessed.

Responsibilities of assessors

Assessors have significant responsibilities. Their judgement certifies that candidates have demonstrated competency to the standard required in the workplace.

In making the judgement of competence against BSB07 units of competency, assessors must evaluate the evidence and assess the risks. Constraints and pressures are widespread – time, cost, the demand for a quick outcome – but compromise and diminution of unit requirements are not viable options. Faithful adherence to the content and intent of the Training Package in the assessment process is critical.

Maintaining currency

An important aspect of maintaining competence in training and assessment is the currency of competence. Assessors have a responsibility to maintain currency in all areas of their own vocational competence.

Moy (2001) defines industry currency as maintaining, upgrading and if required, widening competence in the specialised industry skills and knowledge needed to deliver and assess vocational education and training (VET) courses.

Currency also includes maintaining professional knowledge about the industry sector, including technologies and workplace practices. This may be achieved through:

attendance at relevant professional development activities

participation in networks, communities of practices or mentoring activities

personal development through reading of industry journals.

Requirements for RTOs

Because of the potentially sensitive nature of some of the cultural information covered in the Certificate IV in Business (Governance) and the Diploma of Business (Governance) particular care should be taken when choosing an appropriately qualified and suitable person or persons to deliver and undertake assessment in these qualifications.

Pathways

The competencies in this Training Package may be attained in a number of ways including through:

formal or informal education and training

experiences in the workplace

general life experience, and/or

any combination of the above.

Assessment under this Training Package leading to an AQF qualification or Statement of Attainment may follow a learning and assessment pathway, an assessment-only or recognition pathway, or a combination of the two as illustrated in the following diagram.

Each of these assessment pathways leads to full recognition of competencies held - the critical issue is that the candidate is competent, not how the competency was acquired.

Assessment, by any pathway, must comply with the assessment requirements set out in the Assessment Guidelines of the Training Package, and the AQTF, 2 where relevant, the Australian Qualifications Framework.

Learning and Assessment Pathways

Usually, learning and assessment are integrated, with assessment evidence being collected and feedback provided to the candidate at anytime throughout the learning and assessment process.

Learning and assessment pathways may include structured programs in a variety of contexts using a range of strategies to meet different learner needs. Structured learning and assessment programs could be: group-based, work-based, project-based, self-paced, action learning-based; conducted by distance or e-learning; and/or involve practice and experience in the workplace.

Learning and assessment pathways to suit Australian Apprenticeships have a mix of formal structured training and structured workplace experience with formative assessment activities through which candidates can acquire and demonstrate skills and knowledge from the relevant units of competency.

Credit Pathways

Credit is the value assigned for the recognition of equivalence in content between different types of learning and/or qualifications which reduces the volume of learning required to achieve a qualification.

Credit arrangements must be offered by all RTOs that offer Training Package qualifications. Each RTO must have a systematic institutional approach with clear, accessible and transparent policies and procedures.

Competencies already held by individuals can be formally assessed against the units of competency in this Training Package, and should be recognised regardless of how, when or where they were acquired, provided that the learning is relevant to the unit of competency outcomes.

Recognition of Prior Learning

Recognition of Prior Learning (RPL) is an assessment process which determines the credit outcomes of an individual application for credit.

The availability of Recognition of Prior Learning (RPL) provides all potential learners with access to credit opportunities.

The recognition of prior learning pathway is appropriate for candidates who have previously attained skills and knowledge and who, when enrolling in qualifications, seek to shorten the duration of their training and either continue or commence working.

This may include the following groups of people:

existing workers; individuals with overseas qualifications; recent migrants with established work histories; people returning to the workplace; and people with disabilities or injuries requiring a change in career.

As with all assessment, RPL assessment should be undertaken by academic or teaching staff with expertise in the subject, content of skills area, as well as knowledge of and expertise in RPL assessment policies and procedures.

Assessment methods used for RPL should provide a range of ways for individuals to demonstrate that they have met the required outcomes and can be granted credit. These might include:

questioning (oral or written) consideration of a portfolio and review of contents consideration of third party reports and/or other documentation such as documentation such as articles, reports, project material, papers, testimonials or other products prepared by the RPL applicant that relate to the learning outcomes of the relevant qualification component mapping of learning outcomes from prior formal or non-formal learning to the relevant qualification components

observation of performance, and participation in structured assessment activities the individual would normally be required to undertake if they were enrolled in the qualification component/s.

In a Recognition of Prior Learning (RPL) pathway, the candidate provides current, quality evidence of their competency against the relevant unit of competency. This process may be directed by the candidate and verified by the assessor. Where the outcomes of this process indicate that the candidate is competent, structured training is not required. The RPL requirements of the AQTF must be met.

As with all assessment, the assessor must be confident that the evidence indicates that the candidate is currently competent against the endorsed unit of competency. This evidence may take a variety of forms and might include certification, references from past employers, testimonials from clients, work samples and/or observation of the candidate. The onus is on candidates to provide sufficient evidence to satisfy assessors that they currently hold the relevant competencies. In judging evidence, the assessor must ensure that the evidence of prior learning is:

authentic (the candidate"s own work);

• alid (directly related to the current version of the relevant endorsed unit of competency);

r•eliable (shows that the candidate consistently meets the endorsed unit of competency);

c• urrent (reflects the candidate"s current capacity to perform the aspect of the work covered by the endorsed unit of competency); and

s• ufficient (covers the full range of elements in the relevant unit of competency and addresses the four dimensions of competency, namely task skills, task management skills, contingency management skills, and job/role environment skills).

Credit Transfer

Credit transfer is a process which provides learners with agreed and consistent credit outcomes based on equivalences in content between matched qualifications.

This process involves education institutions:

mapping, comparing and evaluating the extent to which the defined learning outcomes and assessment requirements of the individual components of one qualification are equivalent to the learning outcomes and assessment requirements of the individual components of another qualification

making an educational judgment of the credit outcomes to be assigned between the matched components of the two qualifications

setting out the agreed credit outcomes in a documented arrangement or agreement, and p• ublicising the arrangement/agreement and credit available.

Combination of Pathways

Credit may be awarded on the basis of a combination of credit transfer plus an individual RPL assessment for additional learning. Once credit has been awarded on the basis of RPL, subsequent credit transfer based on these learning outcomes should not include revisiting the RPL assessment but should be based on credit transfer or articulation or other arrangements between providers.

Where candidates for assessment have gained competencies through work and life experience and gaps in their competence are identified, or where they require training in new areas, a combination of pathways may be appropriate.

In such situations, the candidate may undertake an initial assessment to determine their current competency. Once current competency is identified, a structured learning and assessment program ensures that the candidate acquires the required additional competencies identified as gaps.

Assessor Requirements

This section identifies the specific requirements on the vocational competence and experience for assessors, to ensure that they meet the needs of industry and their obligations under AQTF, and clarifies how others may contribute to the assessment process where one person alone does not hold all the required competencies.

Assessor Competencies

The AQTF specifies mandatory competency requirements for assessors. For information, Element 1.4 from the AQTF 2007 Essential Standards for Registration follows:

1.4	Training and assessment is delivered by trainers and assessors who:
a)	have the necessary training and assessment competencies as determined by the National Quality Council or its successors, and
b)	have the relevant vocational competencies at least to the level being delivered or assessed, and
c)	can demonstrate current industry skills directly relevant to the training/assessment being undertaken, and
d)	continue developing their Vocational Education and Training (VET) knowledge and skills as well as their industry currency and trainer/assessor competence. * See AQTF 2010 Users" Guide to the Essential Standards for Registration Appendix 2

Designing Assessment Tools

This section provides an overview on the use and development of assessment tools.

Use of Assessment Tools

Assessment tools provide a means of collecting the evidence that assessors use in making judgments about whether candidates have achieved competency.

There is no set format or process for the design, production or development of assessment tools. Assessors may use prepared assessment tools, such as those specifically developed to support this Training Package, or they may develop their own.

Using Prepared Assessment Tools

If using prepared assessment tools, assessors should ensure these relate to the current version of the relevant unit of competency. The current unit of competency can be checked on the National Register <www.ntis.gov.au>.

Developing Assessment Tools

When developing assessment tools, assessors must ensure that they:

are benchmarked against the relevant unit or units of competency

are reviewed as part of the continuous improvement of assessment strategies as required under Standard 1 of the AQTF 2007

meet the assessment requirements expressed in Standard 1 of the AQTF 2010 Essential Standards for Initial and Continuing Registration.

A key reference for assessors developing assessment tools is TAE10 Training and Education Training Package.

Language, Literacy and Numeracy

The design of assessment tools must reflect the language, literacy and numeracy competencies required for the performance of a task in the workplace and not exceed these expectations.

Conducting Assessment

This section details the mandatory assessment requirements and provides information on equity in assessment including reasonable adjustment.

Mandatory Assessment Requirements

Assessments must meet the criteria set out in the 2010 Essential Standards for Initial and Continuing Registration. For information, the mandatory assessment requirements from Standard 1 from the AQTF 2010 Essential Standards for Initial and Continuing Registration are as follows:

1.5	Assessment, including Recognition of Prior Learning:
a)	meets the requirements of the relevant Training Package or accredited course,
b)	is conducted in accordance with the principles of assessment and the rules of evidence, and
c)	meets workplace and, where relevant, regulatory requirements.
d)	is systematically validated.

Assessment of Employability Skills

Employability Skills are integral to workplace competency. As such they must be considered in the design, customisation, delivery and assessment of vocational education and training programs in an integrated and holistic way, as represented diagrammatically below.

Employability Skills are embedded and explicit within each unit of competency, and an Employability Skills Summary is available for each qualification. Training providers must use Employability Skills information in order to design valid and reliable training and assessment strategies. This analysis could include:

reviewing units of competency to locate relevant Employability Skills and determine how they are applied within the unit

analysing the Employability Skills Summary for the qualification in which the unit or units are packaged to help clarify relevant industry and workplace contexts and the application of Employability Skills at that qualification outcome

designing training and assessment to address Employability Skills requirements.

Employability Skills in the Business Services Training Package context

BSB07 Business Services Training Package seeks to ensure that industry-endorsed employability skills are explicitly embedded in units of competency. The application of each skill and the level of detail included in each part of the unit will vary according to industry requirements and the nature of the unit of competency.

Employability skills are both explicit and embedded within units of competency. This means that employability skills are:

embedded in units of competency as part of the other performance requirements that make up the competency as a whole

explicitly described within units of competency to enable Training Package users to identify accurately the performance requirements of each unit with regard to employability skills.

The National Quality Council has endorsed a model for assessing and reporting Employability Skills, which contains further suggestions about good practice strategies in teaching, assessing, learning and reporting Employability Skills. The model is available from <http://www.training.com.au/>.

The endorsed approach includes learners downloading qualification specific Employability Skills Summaries for Training Package qualifications from an online repository at < http://employabilityskills.training.com.au>.

For more information on Employability Skills in Innovation and Business Industry Skills Council Training Packages go to the Innovation and Business Industry Skills Council website at http://www.ibsa.org.au.

Employability Skills are reported on each qualification using the following statement on the qualification testamur: "A summary of the Employability Skills developed through this qualification can be downloaded from http://employabilityskills.training.com.au"

Access and Equity

An individual's access to the assessment process should not be adversely affected by restrictions placed on the location or context of assessment beyond the requirements specified in this Training Package: training and assessment must be bias-free.

Under the rules for their development, Training Packages must reflect and cater for the increasing diversity of Australia"s VET clients and Australia"s current and future workforce. The flexibilities offered by Training Packages should enhance opportunities and potential outcomes for all people so that we can all benefit from a wider national skills base and a shared contribution to Australia"s economic development and social and cultural life.

Reasonable adjustments

It is important that education providers take meaningful, transparent and reasonable steps to consult, consider and implement reasonable adjustments for students with disability.

Under the Disability Standards for Education 2005, education providers must make reasonable adjustments for people with disability to the maximum extent that those adjustments do not cause that provider unjustifiable hardship. While "reasonable adjustment" and "unjustifiable hardship" are different concepts and involve different considerations, they both seek to strike a balance between the interests of education providers and the interests of students with and without disability.

An adjustment is any measure or action that a student requires because of their disability, and which has the effect of assisting the student to access and participate in education and training on the same basis as students without a disability. An adjustment is reasonable if it achieves this purpose while taking into account factors such as the nature of the student"s disability, the views of the student, the potential effect of the adjustment on the student and others who might be affected, and the costs and benefits of making the adjustment.

An education provider is also entitled to maintain the academic integrity of a course or program and to consider the requirements or components that are inherent or essential to its nature when assessing whether an adjustment is reasonable. There may be more than one adjustment that is reasonable in a given set of circumstances; education providers are required to make adjustments that are reasonable and that do not cause them unjustifiable hardship.

The Training Package Guidelines provides more information on reasonable adjustment, including examples of adjustments. Go to http://www.deewr.gov.au/tpdh/Pages/home.aspx.

Further Sources of Information

The section provides a listing of useful contacts and resources to assist assessors in planning, designing, conducting and reviewing of assessments against this Training Package.

Contacts

This section provides a list of useful contacts and resources to assist trainers and assessors in planning, designing, conducting and reviewing their programs for this Training Package.

Innovation and Business Skills Australia

Level 11
176 Wellington Parade
East Melbourne Vic 3002

Tel: 03 9815 7000
Fax: 03 9815 7001
Web: www.ibsa.org.au
Email: reception@ibsa.org.au

Technical and Vocational Education and Training (TVET) Australia Limited

Level 21, 390 St Kilda Road, Melbourne VIC 3150
PO Box 12211, A’Beckett Street Post Office
Melbourne VICTORIA 8006

Tel: 03 9832 8100
Fax: 03 9832 8198
Email: sales@tvetaustralia.com.au
Web: www.tvetaustralia.com.au

For information on the TAA04 Training and Assessment Training Package contact:

Innovation and Business Skills Australia

Level 11
176 Wellington Parade
East Melbourne Vic 3002

Tel: 03 9815 7000
Fax: 03 9815 7001
Web: www.ibsa.org.au
Email: reception@ibsa.org.au

General resources

Refer to http://antapubs.dest.gov.au/publications/search.asp to locate the following publications.

AQF Implementation Handbook, third edition. Australian Qualifications Framework Advisory Board, 2002, www.aqf.edu.au.

Australian Quality Training Framework 2007 (AQTF 2007) - for information and resources go to <www.training.com.au/aqtf2007>.

AQTF 2007 Essential Standards for Registration. Training organisations must meet these standards in order to deliver and assess nationally recognised training and issue nationally recognised qualifications. They include three standards, a requirement for registered training organisations to gather information on their performance against three quality indicators, and nine conditions of registration.

AQTF 2007 User’s Guide to the Essential Standards for Registration. A Users’ Guide for training organisations who must meet these standards in order to deliver and assess nationally recognised training and issue nationally recognised qualifications.

AQTF 2007 Standards for Accredited Courses. State and territory accrediting bodies are responsible for accrediting courses. This standard provides a national operating framework and template for the accreditation of courses.

TAA04 Training and Assessment Training Package. This is available from Innovation and Business Skills Australia (IBSA), the Innovation and Business Industry Skills Council, and can be viewed and components downloaded, from the National Training Information Service (NTIS).

National Training Information Service, an electronic database providing comprehensive information about RTOs, Training Packages and accredited courses (www.ntis.gov.au).

Training Package Development Handbook (DEST, August 2007). Can be downloaded from www.deeewr.gov.au.

Assessment resources

Training Package Assessment Guides – a range of resources to assist RTOs in developing Training Package assessment materials (originally developed by ANTA with funding from the Department of Education, Training and Youth Affairs) and made up of 10 separate titles, as described at the publications page of www.deewr.gov.au. Go to www.resourcegenerator.gov.au.

Printed and/or CD versions of the guides can be purchased from Technical and Vocational Education and Training (TVET) Australia Limited. The resource includes the following guides:

Training Package Assessment Materials Kit

Assessing Competencies in Higher Qualifications

Recognition Resource

Kit to Support Assessor Training

Candidates Kit: Guide to Assessment in New Apprenticeships

Assessment Approaches for Small Workplaces

Assessment Using Partnership Arrangements

Strategies for ensuring Consistency in Assessment

Networking for Assessors

Quality Assurance Guide for Assessment.

An additional guide ‘Delivery and Assessment Strategies’ has been developed to complement these resources.

Assessment tool design and conducting assessment

VETASSESS and Western Australian Department of Training and Employment 2000, Designing Tests – Guidelines for designing knowledge based tests for Training Packages.

Vocational Education and Assessment Centre 1997, Designing Workplace Assessment Tools, A self-directed learning program, NSW TAFE.

Manufacturing Learning Australia 2000, Assessment Solutions, Australian Training Products, Melbourne.

Rumsey, David 1994, Assessment practical guide, Australian Government Publishing Service, Canberra.

Assessor training

Australian Committee on Training Curriculum (ACTRAC) 1994, Assessor training program – learning materials, Australian Training Products, Melbourne.

Australian National Training Authority, A Guide for Professional Development, ANTA, Brisbane.

Australian Training Products Ltd Assessment and Workplace Training, Training Package - Toolbox, ATPL Melbourne (available from TVET).

Green, M, et al. 1997, Key competencies professional development package, Department for Education and Children's Services, South Australia.

Victorian TAFE Association 2000, The professional development CD: A learning tool, VTA, Melbourne.

Assessment system design and management

Office of Training and Further Education 1998, Demonstrating best practice in VET project - assessment systems and processes, OTFE Victoria (now ‘Skills Victoria’).

Toop, L., Gibb, J. & Worsnop, P. Assessment system designs, Australian Government Publishing Service, Canberra.

Support for employment, training and assessment of people with specific needs

Association of Competitive Employment (ACE) National Network

ACE represents agencies who deliver open employment services for people who have a disability.

PO Box 5198
Alphington VIC 3078

Tel: 03 9411 4033
Fax: 03 9411 4053
Email: info@acenational.org.au
Website: www.acenational.org.au

Australian Disability Clearinghouse on Education and Training (ADCET)

ADECT provides information about inclusive post-secondary education and training teaching, learning and assessment strategies and support services for people who have a disability.

ADCET

Locked Bag 1335
Launceston TAS 7250

Tel: 03 6324 3787
Fax: 03 6324 3788
Website: www.adcet.edu.au

Australian Association of the Deaf

PO Box 1083
Stafford QLD 4053

Tel: 07 3357 8266
Fax: 07 3357 8377
TTY: 07 3357 8277
Email: aad@aad.org.au
Website: www.aad.org.au

Australian Federation of Deaf Societies

PO Box 1060
Parramatta NSW 2124

Tel: 02 8833 3615
Fax: 02 9893 8333
TTY: 02 9893 8858

Australian Federation of Disability Organisations

247 Flinders Lane
Melbourne VIC 3000

Tel: 03 9662 3324
Fax: 03 9662 3325
Email: office@afdo.org.au
Website: www.afdo.org.au

Blind Citizens Australia

PO Box 24
Sunshine VIC 3020

Tel: 03 9372 6400
Fax: 03 9372 6466
TTY: 03 9372 9275
Freecall: 1800 033 660
Email: bca@bca.org.au
Website: www.bca.org.au

Brain Injury Australia

PO Box 82
Mawson ACT 2607

Tel: 02 6290 2253
Fax: 02 6290 2252
Email: bianational@apex.net.au

Carers Australia

PO Box 73
Deakin West ACT 2600

Tel: 02 6122 9900
Fax: 02 6122 9999
Email: caa@carersaustralia.com.au
Website: www.carersaustralia.com.au

Commonwealth Disability Services Program Contacts

www.fahcsia.gov.au or by telephone:

ACT: 02 6274 5206
New South Wales: 02 9263 3818
Northern Territory: 08 8946 3555
Queensland: 07 3360 2800
South Australia: 08 8236 6111
Tasmania: 03 6221 1411
Victoria: 03 9285 8523
Western Australia: 08 9346 5311

Deafness Forum of Australia

The forum coordinates the annual National Hearing Awareness Week, held in the last complete week of August.

218 Northbourne Avenue
Braddon ACT 2612

Tel: 02 6262 7808
Fax: 02 6262 7810
TTY: 02 6262 7809

Email: info@deafnessforum.org.au
Website: www.deafnessforum.org.au
Website: www.hearingawareness.org.au

Mental Health Foundation Australia

270 Church Street
Richmond VIC 3121

Tel: 03 9427 0407
Fax: 03 9427 1294

Email: admin@mhfa.org.au
Website: www.mhfa.org.au

National Council on Intellectual Disability

PO Box 771
Mawson ACT 2607

Tel: 02 6296 4400
Fax: 02 6296 4488

Email: ncid@dice.org.au
Website: www.dice.org.au

National Ethnic Disability Alliance

PO Box 381
Harris Park NSW 2150

Tel: 02 9687 8933
Fax: 02 9635 5355
TTY: 02 9687 6325

Website: www.neda.org.au

Physical Disability Council of Australia Ltd

PO Box 77
Northgate QLD 4013

Tel: 07 3267 1057
Fax: 07 3267 1733

Email: pdca@pdca.org.au
Website: www.pdca.org.au

SANE Australia

PO Box 226
South Melbourne VIC 3205

Tel: 03 9682 5933
Fax: 03 9682 5944
Freecall: 1800 18 SANE

Email: info@sane.org
Email: helpline@sane.org
Website: www.sane.org

SAI Global

Standards Australia publications distributor.

Tel: 131 242
Fax: 1300 65 49 49

Email: sales@saiglobal.com
Website: www.saiglobal.com

Standards Australia

Standards Australia develops standards and codes for building access.

Standards Australia Limited
Level 10, The Exchange Centre
20 Bridge Street
Sydney NSW 2000

Tel: 1800 035 822

Email: mail@standards.org.au

Women with Disabilities Australia WWDA

PO Box 605
Rosny Park TAS 7018

Tel: 03 6244 8288
Fax: 03 6244 8255

Email: wwda@ozemail.com.au
Website: www.wwda.org.au

Appendices

Appendix A: Training and Assessment for People with Specific Needs

Disability Standards for Education were formed under the Disability Discrimination Act 1992 and were introduced in August 2005. They clarify the obligations of education and training providers to ensure that students who have a disability are able to access and participate in education without experiencing discrimination.

The Department of Education, Employment and Workplace Relations (DEEWR) provides further information in the Disability Standards for Education 2005 Guidance Notes, accessible via the DEEWR website (www.deewr.gov.au/Schooling/DisabilityStandardsforEducation/Documents/ Disability_Standards_Education_Guidance_Notes_pdf.pdf).

Good vocational education and training and assessment is often about making adjustments to what we do to meet the learning support needs of individuals. The information provided in this section is aimed at assisting teachers/trainers to meet the reasonable adjustment needs of people who have a disability.

According to the Australian Bureau of Statistics (ABS), 2003, Survey of Disability, Ageing and Carers (SDAC) in the section on education and employment:

‘In 2003, one in four people (24%) aged 15–64 years with a profound or severe coreactivity limitation, who were living in households, had completed Year 12. This compares to half (49%) of those without a disability. People with a profound or severe coreactivity limitation were less likely to have completed a diploma or higher qualification (14%) than those without a disability (28%).’

Employmentrelated findings, for people aged 15–64 years living in households, from the ABS 2003 SDAC include:

those with a profound level of coreactivity limitation had a much lower labour force participation rate (15%) than people without a disability (81%)

people with a disability who were employed were more likely to work parttime (37%) than those who were employed and did not have a disability (29%)

people employed in agriculture, forestry and fishing (16%) had a relatively high disability rate compared to the overall rate for those employed (11%).’

Clearly there is much work still to be done to ensure people who have a disability are able to participate in vocational education and training and employment as fully as possible.

What is a disability?

A disability presents some impairment to everyday activity. Some people with a disability do not have any impairments resulting from their disability. For example, a person who has a hearing impairment which is compensated for by a hearing aid may function without any adjustments. While some people with a disability may have an impairment because of the environment, not the disability itself. For example, hearing loss can be accentuated in a room with loud, competing noise and poor acoustics.

A disability may affect or relate to a range of human functions including mobility, stamina, lifting ability, memory, vision, hearing, speech, comprehension and mood swings. This may be due to accidents, illness or birth.

According to the ABS 2003 SDAC:

‘one in five people in Australia (3,958,300 or 20.0%) had a reported disability. This rate was much the same for males (19.8%) and females (20.1%). Disability was defined as any limitation, restriction or impairment, which has lasted, or is likely to last, for at least six months and restricts everyday activities. Examples range from hearing loss which requires the use of a hearing aid, to difficulty dressing due to arthritis, to advanced dementia requiring constant help and supervision.’

The ABS 2003 SDAC information also tells us that:

‘15.2% (600 300) of people with a disability reported that the cause of their main health condition was accident or injury, 14% (557 300) that it was disease, illness or heredity, and 11% (423,500) that it was "working conditions, work or overwork".’

Health conditions can also be acquired through sporting accidents, repetitive or overuse (through regular or sporting activities), or the daily activities of life.

There are many resources available that provide information on how to adjust training and assessment for someone who has a disability; some of these are listed below.

Adjustments in training and assessment

An open mind, common sense and tailoring to individual circumstances will, as often as not, ensure individuals achieve the standards employers and training providers expect. Reasonable adjustments need only be that – reasonable. It is about identifying what adjustments might reasonably be made and how they may be put into place.

Training and assessment can be made more appropriate and fair for a person who has a disability through attitude, preparation and application.

Attitude

The attitude of others is often the greatest barrier for people who have a disability. While most people who have a disability will only ever require minor adjustments to ensure learning is positive, some will require additional support. There are many support agencies who can provide advice, however teachers/trainers may need to take additional time to ensure their teaching/training meets the learning support needs of the individual concerned.

Positive language creates an atmosphere of mutual respect, which is essential to learning. For example, using language that identifies learners as people rather than language that identifies them by one of their characteristics conveys that the person is more important than the characteristic, such as the difference between a ‘person who has an intellectual disability’ and an ‘intellectually disabled person’. A person who has an intellectual disability could also be identified by a range of equally important characteristics – height, age, sporting interests. However, the term ‘intellectually disabled person’ refers to the disability as the major, and often only, defining characteristic.

Preparation

It is important to identify any functional issues arising from the nature and extent of a person’s disability. This can usually be done by discussing such issues with the individual. In most cases, this consultation will identify reasonable adjustment needs which can be put into place. There are many simple things that teachers/trainers can do to make reasonable adjustments to enable individuals who have a disability to succeed in training and assessment. In some cases, professional support may be required.

Application

Once reasonable adjustments have been implemented it is important to monitor and evaluate what has been done to ensure the best environment for continuous learning because:

adjustments may only need to be temporary – i.e. mechanisms may only need to be in place during an induction period or due to a temporary disability, in which case evaluation will ensure appropriateness without the need for ongoing monitoring

adjustments may need reinforcing – when adjustments need to be ongoing, monitoring may reinforce patterns of behaviour in order for them to become ‘natural’

adjustments may made need improving – where adjustments are ongoing or substantial, a commitment to continuous improvement is recommended through monitoring.

In most cases an informal discussion with the person concerned may be all that is necessary. However, should adjustments be substantial, or a learner not be acquiring competence at a reasonable rate, a more formal process may be required. This may include:

performance indicators – training providers, learners and employers should have agreed indicators of performance which can be measured and monitored

independent support – a third party independent of the training and/or assessment environment may need to be involved

experimentation – if existing adjustments are not proving satisfactory, creative solutions may be needed

continuing review – formal monitoring is encouraged if adjustments are changed or if substantial adjustments are necessary.

For further information on training and assessment for people with specific needs, the DEST website has information about the Disability Coordination Officer Programme, which ‘provides information, coordination and referral services for people with a disability interested in or enrolled in postschool education and training’ (www.dest.gov.au).

Reasonable adjustment

Below are some of the practical things that can be done as part of providing reasonable adjustment to learners with specific support needs to enable them to undertake training and assessment. Clearly, each case will be different and will need to be discussed with the person and in some cases expert help will be needed, at least in the initial stages.

Type of Disability	Reasonable Adjustment
Acquired brain injury	Memory aids (posters, notes etc.) Reflective listening skills Stress minimisation Time and patience
Hearing impairment	Audio loops for people using hearing aids Plain English documents Fire and alarm systems with flashing lights Sign language interpreters Telephone typewriters
Intellectual disability	Additional time Assessment which is appropriate to the skill (i.e. avoiding written assessment for practical tasks) Mentors Plain English documents Practical learning sessions Repetition of learning exercises
Mobility impairment	Access to aids such as for holding documents Adjustable tables Lifting limits Note taking support Oral rather than written presentations Personal computer Wheelchair access
Psychiatric disability	Identification and avoidance of stresses Ongoing rather than formal assessments Reflective listening skills ‘Timeout’ breaks in assessment
Speech impairment	Information summaries Stress minimisation Time and patience Written rather than verbal opportunities
Vision impairment	Additional writing time for assignments/tests Audio tapes Braille translations Enlarged computer screen images Enlarged text and images Good lighting or reading lamps Guide dog provision Informing the person before moving furniture Voice synthesisers on computers

Sources of support for employment, training and assessment

There are many sources of support in the employment, training and assessment of a person who has a disability; some of these are listed below.

Association of Competitive Employment (ACE) National Network

ACE represents agencies who deliver open employment services for people who have a disability.

PO Box 5198
Alphington VIC 3078

Ph: 03 9411 4033
Fax: 03 9411 4053

Email: info@acenational.org.au
Website: www.acenational.org.au

Australian Disability Clearinghouse on Education and Training (ADCET)

ADECT provides information about inclusive post secondary education and training teaching, learning and assessment strategies and support services for people who have a disability.

ADCET
Locked Bag 1335
Launceston TAS 7250

Ph: 03 6324 3787
Fax: 03 6324 3788

Website: www.adcet.edu.au

Australian Association of the Deaf

PO Box 1083
Stafford QLD 4053

Ph: 07 3357 8266
Fax: 07 3357 8377
TTY: 07 3357 8277

Email: aad@aad.org.au
Website: www.aad.org.au

Australian Federation of Deaf Societies

PO Box 1060
Parramatta NSW 2124

Ph: 02 8833 3615
Fax: 02 9893 8333
TTY: 02 9893 8858

Australian Federation of Disability Organisations

247 Flinders Lane
Melbourne VIC 3000

Ph: 03 9662 3324
Fax: 03 9662 3325

Email: office@afdo.org.au
Website: www.afdo.org.au

Blind Citizens Australia

PO Box 24
Sunshine VIC 3020

Ph: 03 9372 6400
Fax: 03 9372 6466
TTY: 03 9372 9275
Freecall: 1800 033 660

Email: bca@bca.org.au
Website: www.bca.org.au

Brain Injury Australia

PO Box 82
Mawson ACT 2607

Ph: 02 6290 2253
Fax: 02 6290 2252

Email: bianational@apex.net.au

Carers Australia

PO Box 73
Deakin West ACT 2600

Ph: 02 6122 9900
Fax: 02 6122 9999

Email: caa@carersaustralia.com.au
Website: www.carersaustralia.com.au

Commonwealth Disability Services Program Contacts

http://www.fahcsia.gov.au or by telephone:

ACT: 02 6274 5206
New South Wales: 02 9263 3818
Northern Territory: 08 8946 3555
Queensland: 07 3360 2800
South Australia: 08 8236 6111
Tasmania: 03 6221 1411
Victoria: 03 9285 8523
Western Australia: 08 9346 5311

Deafness Forum of Australia

The forum coordinates the annual National Hearing Awareness Week, held in the last complete week of August.

218 Northbourne Avenue
Braddon ACT 2612

Ph: 02 6262 7808
Fax: 02 6262 7810
TTY: 02 6262 7809

Email: info@deafnessforum.org.au
Website: www.deafnessforum.org.au
Website: www.hearingawareness.org.au

Mental Health Foundation Australia

270 Church Street
Richmond VIC 3121

Ph: 03 9427 0407
Fax: 03 9427 1294

Email: admin@mhfa.org.au
Website: www.mhfa.org.au

National Council on Intellectual Disability

PO Box 771
Mawson ACT 2607

Ph: 02 6296 4400
Fax: 02 6296 4488

Email: ncid@dice.org.au
Website: www.dice.org.au

National Ethnic Disability Alliance

PO Box 381
Harris Park NSW 2150

Ph: 02 9687 8933
Fax: 02 9635 5355
TTY: 02 9687 6325

Website: www.neda.org.au

Physical Disability Council of Australia Ltd

PO Box 77
Northgate QLD 4013

Ph: 07 3267 1057
Fax: 07 3267 1733

Email: pdca@pdca.org.au
Website: www.pdca.org.au

SANE Australia

PO Box 226
South Melbourne VIC 3205

Ph: 03 9682 5933
Fax: 03 9682 5944
Freecall: 1800 18 SANE

Email: info@sane.org
Email: helpline@sane.org
Website: www.sane.org

SAI Global

Standards Australia publications distributor.

Ph: 131 242
Fax: 1300 65 49 49

Email: sales@saiglobal.com
Website: www.saiglobal.com

Standards Australia

Standards Australia develops standards and codes for building access.

Standards Australia Limited
286 Sussex Street
Sydney NSW 2000

GPO Box 476
Sydney NSW 2001

Ph: 02 8206 6000

Email: mail@standards.org.au
Website: www.standards.org.au

Women with Disabilities Australia (WWDA)

PO Box 605
Rosny Park TAS 7018

Ph: 03 6244 8288
Fax: 03 6244 8255

Email: wwda@ozemail.com.au
Website: www.wwda.org.au

Appendix B: Assessment for Indigenous Organisations

Aboriginal and Torres Strait Islander Aboriginal and Torres Strait Islander people have expressed concern about the importance of developing assessment processes along appropriate lines.

There are four main areas of concern:

diversity

cultural appropriateness

community control

accreditation.

Diversity

The term diversity is used to emphasise the wide range of opinion, aspirations, community circumstances, cultural practices, geographic locations, and social, economic and political conditions that exist throughout Australia and the need to guard against assumptions that all communities are the same.

One approach is to distinguish between remote, rural and urban settings. These settings suggest differences that may be relevant to Aboriginal and Torres Strait Islander organisations, including:

culture

language

history

social make up

geography

social and economic infrastructure

economy

political structure.

These factors suggest that training and assessment, in order to be relevant to the needs of any particular Aboriginal and Torres Strait Islander organisation, should address each situation as unique.

Cultural appropriateness

The term culture is used in a broad sense, it refers to:

values, social beliefs and customs e.g. Aboriginal and Torres Strait Islander law, land and family and kinship systems

protocols of behaviour and interaction e.g. cultural authority, gender, kinship

ways of thinking e.g. learning styles

language, both traditional and Aboriginal English

lifestyles

local history

location e.g. region and place.

A particularly important aspect of cultural appropriateness is that of learning styles. There is evidence that Aboriginal and Torres Strait Islander people, both traditional and contemporary, approach learning differently from the Western intellectual tradition, which is relevant to effective training and assessment.

It is understood that Aboriginal and Torres Strait Islander people may:

learn better in groups than individually

learn better in the surroundings of their community than in an institutional environment

prefer oral communications to written forms

learn on the basis of trial and error in the presence of an experienced person in preference to concept building approaches

have a highly developed sense of spatial relations by which they learn; hence stories, maps and pictures would be preferable to oral explanations.

To be effective, it is necessary that training and assessment recognises, adopts and practises appropriate delivery and assessment approaches.

NonAboriginal and Torres Strait Islander trainers and assessors need information on aspects of Aboriginal and Torres Strait Islander culture. They need to work closely with Aboriginal and Torres Strait Islander people to adopt practices that reflect Aboriginal and Torres Strait Islander approaches. The community should be asked to identify experts to provide information and to assist with assessment of relevant protocols, for example, where required.

There are a number of ways a Registered Training Organisation (RTO) can establish and maintain culturally appropriate training and assessment practices, including:

ensuring a high proportion of Aboriginal and Torres Strait Islander participation in all aspects of planning, development, delivery and evaluation

establishing and maintaining a collaborative relationship with local Aboriginal and Torres Strait Islander communities

as a mainstream (nonIndigenous) RTO, establishing auspice relationships with Aboriginal and Torres Strait Islander organisations and individuals, including direct and indirect involvement of persons identified as appropriate by the local community

ensuring ongoing training of nonAboriginal and Torres Strait Islander staff at all levels of the RTO, delivered by Aboriginal and Torres Strait Islander personnel.

Community control

The term community control is synonymous with selfdetermination, selfmanagement, etc. and underpins most community aspirations. It is of fundamental concern to people who see themselves as having been dispossessed by colonisation.

The essence of control is control of decisionmaking. In order to be able to do this, people need all relevant information, relevant competencies and recognition of their own structures and processes.

Among other things, Aboriginal and Torres Strait Islander people seek control over their training. It is necessary, therefore, that they participate in all stages of planning, development, delivery and evaluation, in meaningful ways. One way is for communities to have control of the contract for training initiatives.

It is important that training providers and assessors respect and conform to the practice of community control which underpins this field within the BSB07 Business Services Training Package.

Accreditation

Aboriginal and Torres Strait Islander people have said for a long time that their involvement in training has not been formally recognised and that many of the skills they utilise in managing their organisations and delivering services to their communities have not been valued.

The first issue may have arisen because much of the training that has been delivered to communities has been customised to particular situations, has not been assessed on an individual basis if at all, and has been delivered by unregistered personnel.

Secondly, until this time, recognition of current competence (RCC) has been underutilised.

Individuals may demonstrate competence in complete units of competency through formal training, informal training or the recognition of current competence/skills, resulting in qualifications/Statements of Attainment being awarded as appropriate.

In the community group setting, an important feature of likely relevance for assessment is that participants may vary with respect to previous education and training experience, and possess diverse skills in literacy and/or numeracy.

However, diverse numeracy and literacy skills are not a barrier to sophisticated thought, and care must be taken not to employ assessment strategies that rely on numeracy and literacy skills where they are not intrinsically required by the unit of competency being assessed.

A flexible approach to assessment will be required by RTOs in order to meet the requirements of Aboriginal and Torres Strait Islander organisations and individuals under this domain within the BSB07 Business Services Training Package.

Assessment in Aboriginal and Torres Strait Islander Communities

The guiding principles that underpin assessment include:

assessment should be transparent i.e. clearly seen and understood by the candidate and others

assessment should empower the candidate on the basis of consent, selfassessment and responsibility for the process

any Board members or prospective Board members should have opportunities to demonstrate their competence/skills

Board activities may be used as the context for assessment where possible (known as onthejob assessment or workplace assessment); there may also be opportunities to include evidence from other relevant situations

assessment should involve designated community experts working in collaboration with RTO assessors in order to provide appropriate recognition of cultural and community knowledge and skills

assessments must provide constructive feedback to candidates and support for further competency development

assessments must provide a Statement of Attainment or qualification listing the units of competency achieved

records of candidate achievement maintained by the RTO must record the Statement of Attainment listing the units of competency achieved or qualifications achieved as required by the AQTF 2007

a record of demonstrated competencies will assist in role clarification and performance appraisals in the workplace.

Given the importance of the assessment to the candidate and the Board, the assessor must make every effort to ensure that assessment is conducted with the highest level of professionalism and integrity.

Units of competency with a cultural content, including the following of local protocols, will require knowledge of these cultural matters by the assessor. As these matters are often governed by local rules of access to such knowledge, only those people with the knowledge can genuinely assess these aspects of the competency or provide guidance on their assessment.

Discussion must take place with the community and agreement reached on how these matters are assessed. For nonAboriginal and Torres Strait Islander RTOs, this will usually mean the use of auspice arrangements with appropriate people or knowledge experts, identified by the community.

It should also be noted that for Aboriginal and Torres Strait Islander people being assessed, these aspects of competency will almost invariably have been attained through life experience. This must also be taken into account in the assessment procedures relating to cultural matters.

Assessors may exercise limited discretion in response to organisational or individual requirements, but any changes must not alter the meaning of the unit of competency or the elements of competency.

Candidates must be informed of the right to access grievance procedures.

Appendix C: VET in Schools

What is VET in Schools?

VET in Schools provides for nationally recognised vocational education and training (VET) based on industry standards undertaken as part of a senior secondary certificate.

Successful completion of a VET in Schools program enables a student to gain a nationally recognised AQF qualification, usually at the same time as the schoolbased qualification.

How are VET in Schools programs structured?

VET in Schools programs are packaged and delivered in a variety of ways across Australia. There are three main types of delivery arrangements for VET in Schools programs:

schools can be a Registered Training Organisation (RTO) in their own right

school sectoral bodies (such as Boards of Studies or regional offices) can hold RTO status on behalf of a group of schools

schools can work together in a partnership with an RTO.

States and territories across Australia package VET in Schools programs differently, according to their senior secondary certificate requirements. Generally schools may offer VET in Schools programs as:

standalone

embedded

combination of standalone and embedded

schoolbased New Apprenticeship.

Standalone refers to the delivery of a VET course or qualification outside of a school subject framework.

Embedding refers to an arrangement whereby VET units of competency are delivered within a general education course, producing both vocational and general education outcomes. This aims to minimise the assessment workload of students by avoiding unnecessary duplication. In some states and territories, embedding is necessary to provide recognition of VET within the senior secondary certificate. In others, standalone VET components contribute towards the senior secondary certificate.

Given the considerable variation in the manner in which qualifications and units of competency are used across Australia, the relevant authority in each state and territory will provide advice and guidance as to the specific VET in Schools programs that can be undertaken.

Appropriate Qualifications for VET in Schools

IBSA acknowledges links between schools, businesses and the community, and strongly supports young people combining schooling with VET and workplace learning.

It is essential that all VET qualifications gained through a VET in Schools program are consistent with the outcomes detailed in the Training Package.

The AQTF 2007 Standards for Registered Training Organisations set out minimum competency standards for staff responsible for the delivery of training and the conducting of assessments; and they ensure that VET specialists have skills and competencies consistent with Training Package requirements. All schools using their own teachers for VET delivery must also be aware of the AQTF 2007 requirement for assessors to hold relevant vocational competencies, at least equal to that being delivered and assessed, in addition to teaching and assessment competence.

Schools that are RTOs generally deliver Certificate I and II qualifications. Some schools, in most states and territories, may also offer part or all of Certificate III and IV qualifications. However, the delivery of these higher qualifications often requires a partnership arrangement and presents some significant challenges as detailed below.

Schools are encouraged to establish partnerships with industry and effective work placement arrangements to maximise the quality of outcomes for students and industry alike. Recognition of competence gained through voluntary, parttime or vacation work not directly related to the industry focus of the qualification should also be considered.

Certificates I and II

Certificate I and Certificate II qualifications are the most suitable for use in VET in Schools programs. These qualifications are often preparatory in nature or include skills that can be readily trained and assessed in a school setting. For example, many of the units in Certificate I and II, Information Technology or Business qualifications describe skills that are considered foundation skills for any employment situation. However, even at this level, schools must ensure adequate attention is paid to the effective assessment of competencies dealing with work environment or Employability Skills.

Certificate III

The AQF descriptor for Certificate III qualifications includes performance expectations such as skills transference to new environments and the prospect of potential responsibility for others. A Certificate III qualification is premised on the understanding that it provides a vocational outcome in its own right and stretches beyond ‘preparation for work’. It may even reflect a trade outcome. Some Certificate III qualifications, or the units of competency packaged to make up the qualification.

For these reasons, effective learning and assessment in a completely institutional environment is extremely difficult to achieve. While some ‘technical’ skills may be effectively learnt and assessed in an appropriately structured, simulated environment, work environmentrelated competencies pose significant challenges. In these cases, Statements of Attainment for individual units are usually more appropriate than the award of full qualifications.

Certificate IV

At this AQF level, individuals need to demonstrate competence characterised by a degree of unpredictability, varying contexts, critical appraisal and management of diverse and perhaps questionable information and the assumption of responsibility for the quality and quantity of one’s own work and often the work of others. Some Training Packages consider their Certificate IV graduates to be ‘associate professionals and supervisors’.

It is highly unlikely that a full Certificate IV qualification could be achieved in a school environment, other than through a schoolsbased New Apprenticeship.

Work Placement

Work placement usually involves students spending an extended period of time in a workplace gaining experience and skills, and undergoing an assessment process related to the attainment of a qualification in a specific occupational field.

An essential feature of school–industry programs is that they involve students spending some time learning in a workplace. In recent years an increasing number of effective structured workplace learning programs have made significant progress towards greater workplace integrity for those industry training programs that are delivered predominantly offthejob. The implementation of Training Packages means that structured workplace learning must be a consideration for all RTOs, not only schools, in the delivery of training programs.

Principles for quality workplace learning

The Ministerial Council on Employment, Education, Training and Youth Affairs (MCEETYA) endorsed the Principles for Quality Workplace Learning for school students engaged in VET programs throughout Australia. All states and territories apply the principles to their work placement programs although the nature and extent of work placement programs varies across states and territories.

The broad MCEETYA principles are documented below.

Quality workplace learning is integrated into a program

It operates within a framework which provides the opportunity for all students to access it, though not all students may choose to do so; and

It operates within the context of vocational courses, which are recognised by industry, are responsive to industry needs and forms part of a student’s exit credential.

Quality workplace learning is structured

It has a clearly articulated and documented purpose;

There are clearly identified and documented learning outcomes for students within accredited programs, which are linked to postschool qualifications;

They are of sufficient duration and depth to enable students to acquire a reasonable understanding of the enterprise/industry to demonstrate competence according to industry standards of at least level 1 of the AQF;

There is a matching between the students’ skills and interests and the work placements; and

Students, teachers and employers are thoroughly prepared beforehand so that the expectations and outcomes of the work placement are clearly understood by all parties.

Quality workplace learning is monitored

The learning is coordinated by personnel with appropriate expertise and adequate resources; and

Support should be made available to students and employers throughout the course of the work placement.

Quality workplace learning is regulated

There are clearly stated procedures designed to ensure that:

Students are protected from moral and physical danger;

Students work in a nondiscriminatory and harassment free environment;

Students receive appropriate training and instruction in occupational health and safety; and

Students are not exploited by being continuously engaged in a production or service capacity or used to substitute for the employment of employees and payment of appropriate wages.

The students are required to understand the roles and responsibilities of employees in the workplace and are expected to follow the directions of the workplace supervisors and the other employees.

Quality workplace learning is assessed

The assessment, according to industry standards, is of students’ competencies achieved in the workplace which contributes to the overall assessment of the program; and

There are mechanisms for the recording and reporting of students’ competencies.

There is a strong correlation between these MCEETYA quality principles and the OECD characteristics of high quality learning programs detailed below.

The major 14country study entitled From Initial Education to Working Life: Making Transitions Work by the OECD identified 10 characteristics of high quality workplace learning programs. These are:

Work placements that are long enough for real learning to take place.

Systematic analysis of the training capacity of the workplace, to see what it can realistically supply.

A formal training plan, setting out what has to be taught and learned, and clarifying the workbased and schoolbased parts of a student’s program.

Employer involvement in student selection for work placements.

The presence of a trained program coordinator, able to liaise between the school and the firm and troubleshoot when problems occur.

The use of qualified, highly competent workers as workplace trainers or mentors.

Regular facetoface contact between the coordinators and employers and infirm supervisors.

Monitoring of the students on the job by the program coordinator.

The evaluation of student performance against the training plan at the end of the placement, with the evaluation carried out by the job supervisor and coordinator jointly.

Deliberate efforts by schools to relate what has been learned at work to students’ schoolbased learning. (Source: OECD, 2000, From Initial Education to Working Life: Making Transitions Work. Organisation for Economic Cooperation and Development, Paris.)

Effective work placement is characterised by:

activities that complement offthejob learning programs

clearly articulated and documented purpose

development of appropriate attitudes towards work

development of competence in designated industry skills and Employability Skills

facility for onthejob practice of skills acquired in a classroom

flexibility

learning in a range of behaviours appropriate to the relevant industry

opportunities for workbased assessment

regular and frequent use of current technology and equipment

relevance to the VET qualification being undertaken

recognition of student readiness

support of industry partners.

Beyond the above, a number of other provisions are necessary for a successful work placement program. The credibility of work placements and any resultant recognition of competence requires a degree of ‘seriousness’ if the outcomes are to be valued by individuals and industry clients of the VET system.

It is suggested that stakeholders involved in the planning and management of work placements carefully consider and implement the following general principles:

That the RTO assume responsibility for finding placements and validating the arrangements.

That the workplace has the appropriate resources, tools and staff to conduct the placement with compliance to any legislative requirements.

That there be regular validation by the RTO that the student and assessor, where relevant, are operating according to RTO AQTF 2007 standards.

That a student on work placement must be covered by injury insurance.

That there is a formal contract setting out each party’s responsibilities and obligations.

That, where possible, the workplace has on site a qualified workplace trainer and assessor in ‘direct line’ control of the student (to avoid training and assessment by ‘proxy’).

That if the placement is for assessment only then there must be clearly documented assessment tasks specifically related to the unit being assessed and evidence retained to support achievement of competence (for both best practice recording purposes and audit/appeal).

That if the placement also includes training then any ‘academic pass’ cannot be bestowed prior to the placement as clearly all of the learning components have not been undertaken nor can they be assessed in advance if they have not been learned.

That the training be directly related to achievement of competence while recognising the likely acquisition of other skills and knowledge.

That where assessment occurs it be clearly related to a unit of competency relevant to the work placement.

That where more than one performance criteria (possibly over more than one unit) is being assessed there must be a clearly linked and documented relationship between the assessment and the PC.

That the qualifications level be appropriate in context i.e. if it is advanced programming OO there must be an advanced OO programming task observed and assessed

That the actual variables of the PC be documented for audit purposes and for verification of appropriateness of the range in the work placement.

In some state and territory school systems, parttime student work in an appropriate workplace may be used to fulfil work placement requirements and virtual/simulated work placements may also be legitimate.

Appendix D: Assessment in a simulated environment

Units of Competency in the Business Services Training Package may be assessed in the workplace or in a simulated environment.

Assessment within a simulated environment may be required because:

suitable employment and/or work experience is not always available

some workplaces or work situations do not use or allow the application of the competency required

conducting assessment within the workplace may be unacceptably disruptive to work requirements of the business

it is sometimes appropriate to practice skills in live settings prior to the acquisition of competency, particularly in potentially dangerous situations or where valuable equipment may be at risk.

Given that simulation may be used and is often indicated as an option for assessment within the Business Services Training Package the following advice is provided:

In order to be valid and reliable, the simulation must closely represent what actually occurs in the workplace, and should seek to replicate an actual work setting. It is critical that the designer of the simulation is thoroughly familiar with the application of the competency and is experienced in current and relevant workplace practices. In deciding whether a simulation or an assessment environment has been adequately designed, the following questions should be asked:

Are there opportunities to:

test the full range of equipment?

use up to date equipment and software?

reflect time pressures and deadlines?

show the complexity of dealing with multiple tasks?

involve prioritising among competing tasks?

deal with customers, including difficult ones?

work with others in a team?

communicate with diverse groups?

find, discuss and test solutions to problems?

explore health and safety issues?

answer practically oriented, applied knowledge questions?

show the level of written and verbal expression sufficient for, but not exceeding, the work requirements?

Appendix E: Australian Apprenticeships

The BSB07 Business Services training Package does not mandate particular pathways. Qualifications can be achieved by a variety of pathways and delivery methods – either on‐the‐job or through a combination of on- and off-the-job training and recognition processes.

With the exception of Certificate I (the main objective of which is to facilitate VET in schools) all other qualifications can be achieved through a contract of training including Australian Apprenticeships.

Certificate II, III, IV and Diploma level qualifications are particularly suited for delivery as Australian Apprenticeship pathways.

BSB10112 Certificate I in Business

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB10107 Certificate I in Business. Updated Core Unit: BSBOHS201A Participate in OHS processes replaced with BSBWHS201A Contribute to health and safety of self and others.

Description

This qualification allows individuals to develop basic skills and knowledge to prepare for work. They may undertake a range of simple tasks under close supervision. The range of technical skills and knowledge is limited.

Job roles

Job roles and titles vary across different industry sectors. This is an entry level qualification.

Pathways Information

Pathways into the qualification

Individuals may enter the qualification through a number of entry points including:

beginning a career

participating in a VET in Schools Program

after achieving a Certificate I qualification in a Training Package other than Business Services

seeking a career transition with vocational experience in industries or environments outside of Business Services.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB20112 Certificate II in Business.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	gathering, conveying and receiving verbal and written information listening and understanding workplace instructions
Teamwork	working with colleagues and supervisors to produce workplace documents
Problem-solving	resolving simple maintenance issues with office equipment solving routine problems related to hazards in the workplace, while under direct supervision
Initiative and enterprise	raising occupational health and safety issues with the occupational health and safety officer
Planning and organising	planning own work schedule to ensure tasks are completed on time
Self-management	behaving in ways that contribute to an effective and safe working environment identifying own roles and responsibilities
Learning	listening to ideas and opinions of other members of the team following safety procedures
Technology	operating a range of business equipment

Packaging Rules

Total number of units = 6

1 core unit plus

5 elective units, of which:

4 elective units must be selected from the elective units listed below

1 elective unit may be selected from the remaining elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level.

Core unit

BSBWHS201A Contribute to health and safety of self and others

Elective units

General Administration

BSBADM101A Use business equipment and resources

Industry Context

BSBIND201A Work effectively in a business environment

Interpersonal Communication

BSBCMM101A Apply basic communication skills

IT Use

BSBITU101A Operate a personal computer

BSBITU102A Develop keyboard skills

BSBITU202A Create and use spreadsheets

Learning and Development

BSBLED101A Plan skills development

Sustainability

BSBSUS201A Participate in environmentally sustainable work practices

Workplace Effectiveness

BSBWOR202A Organise and complete daily work activities

BSB20112 Certificate II in Business

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB20107 Certificate II in Business. Updated Core Unit: BSBOHS201A Participate in OHS processes replaced with BSBWHS201A Contribute to health and safety of self and others.

Description

This qualification reflects the role of individuals who perform a range of mainly routine tasks using limited practical skills and fundamental operational knowledge in a defined context, working under direct supervision.

Job roles

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB10112 Certificate I in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of work settings without a formal business qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB30112 Certificate III in Business.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating verbally with clients and colleagues drafting routine correspondence that meets the organisational standards of style, format and accuracy
Teamwork	working in a team environment to promote team commitment and cooperation
Problem-solving	choosing appropriate methods for communication and transferring information dealing with client enquiries and complaints
Initiative and enterprise	raising occupational health and safety issues with designated personnel
Planning and organising	planning and organising own work schedule for the day planning the layout of simple documents using appropriate software
Self-management	dealing sensitively with client needs and cultural, family and individual differences obtaining feedback on work performance and identifying opportunities for improvement
Learning	encouraging, acknowledging and acting on constructive feedback from team members using manuals, training booklets and online help to overcome difficulties
Technology	selecting, maintaining and using business technology appropriate to the task

Packaging Rules

Total number of units = 12

1 core unit plus

11 elective units

7 elective units must be selected from the elective units listed below.

The remaining 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 2 of the 4 elective units may be selected from either a Certificate I or a Certificate III qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core unit

BSBWHS201A Contribute to health and safety of self and others

Elective units

Customer Service

BSBCUS201B Deliver a service to customers

Industry Context

BSBIND201A Work effectively in a business environment

Information Management

BSBINM201A Process and maintain workplace information

BSBINM202A Handle mail

Innovation

BSBINN201A Contribute to workplace innovation

Interpersonal Communication

BSBCMM201A Communicate in the workplace

IT Use

BSBITU201A Produce simple word processed documents

BSBITU202A Create and use spreadsheets

BSBITU203A Communicate electronically

Small and Micro Business

BSBSMB201A Identify suitability for micro business

Sustainability

BSBSUS201A Participate in environmentally sustainable work practices

Workplace Effectiveness

BSBWOR202A Organise and complete daily work activities

BSBWOR203B Work effectively with others

BSBWOR204A Use business technology

Imported Units

FNSACC301A Process financial transactions and extract interim reports

BSB20211 Certificate II in Customer Contact

Modification History

Release	Comments
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 1	This version first released with BSB07 Business Training Package version 6.0. Replaces BSB20207 Certificate II in Customer Contact

Description

This qualification reflects the role of individuals who typically interact with customers under direct supervision and with limited authority to delegate.

Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, and capturing data.

Job roles

Possible job roles relevant to this qualification include:

customer contact assistants or operators.

Pathways Information

Pathways into the qualification

with vocational experience assisting in a range of work settings without a formal business qualification.

Pathways from the qualification

BSB30211 Certificate III in Customer Contact or a range of other Certificate III qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	listening and questioning to identify customer needs writing customer notes, emails and faxes
Teamwork	referring matters to nominated personnel as required working as a member of a team and applying knowledge of one’s own role to achieve team goals working with diverse persons and groups
Problem-solving	searching product and service information, using multiple sources of information to match customer requests using problem-solving approaches to identify customer needs and expectations
Initiative and enterprise	contributing to suggestions for improvements to products, services and processes
Planning and organising	maintaining customer records operating multiple enterprise systems
Self-management	managing own time and work priorities managing personal stress
Learning	learning new ideas, skills and techniques seeking appropriate technical help with new computerised systems, products and services
Technology	using electronic communication devices and processes, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact using technology to assist the manipulation of information

Packaging Rules

Total number of units = 9

3 core units plus

6 elective units of which:

3 units must be from the elective units below

the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

BSBCCO203A Conduct customer contact

BSBCCO205A Prepare for work in a customer contact environment

BSBCMM201A Communicate in the workplace

Elective units

BSBCCO301B Use multiple information systems

BSBCCO305B Process credit applications

BSBCCO308A Conduct outbound customer contact

BSBCCO309A Develop product and service knowledge for customer contact operation

BSBCMM301B Process customer complaints

BSBCUS201B Deliver a service to customers

BSBITU101A Operate a personal computer

BSBITU203A Communicate electronically

BSBLED301A Undertake elearning

BSBWHS201A Contribute to health and safety of self and others

BSBWOR201A Manage personal stress in the workplace

BSBWOR203B Work effectively with others

ICAICT103A Use, communicate and search securely on the internet

ICAICT203A Operate application software packages

BSB30112 Certificate III in Business

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB30110 Certificate III in Business. Updated Core Unit: BSBOHS301B Apply knowledge of OHS legislation in the workplace replaced with BSBWHS302A Apply knowledge of WHS legislation in the workplace.

Description

This qualification reflects the role of individuals who apply a broad range of competencies in a varied work context using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

customer service adviser

data entry operator

general clerk

payroll officer

typist

word processing operator.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification

OR

with vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification

BSB40212 Certificate IV in Business, or a range of other Certificate IV qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	communicating verbally with others in negotiation, training and questioning writing a range of simple documentation and communications
Teamwork	completing individual tasks to support team goals conveying workplace procedures and work instructions to team members
Problem-solving	resolving issues and conflicts with team members using manuals and other documentation to overcome problems with information technology or other office equipment
Initiative and enterprise	demonstrating individual responsibility for completing tasks suggesting improvements to support the development of improved work practices and team effectiveness
Planning and organising	contributing to planning processes with team members to meet expected outcomes gathering, organising and applying workplace information for the organisation’s work processes and information systems
Self-management	identifying development needs and seeking training to fill needs monitoring and recording the performance of own work area
Learning	developing a comprehensive knowledge and understanding of products and services identifying priorities and pursuing personal work goals according to organisational objectives
Technology	using information communication technology to communicate with team members or clients using word processing packages, spreadsheets or databases to produce written correspondence and reports

Packaging Rules

Total number of units = 12

1 core unit plus

11 elective units

7 of the elective units must be selected from the elective units listed below.

4 elective units may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at the same qualification level. If not listed below, 1 elective unit may be selected from a Certificate II qualification and 2 elective units may be taken from a Certificate IV qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core unit

BSBWHS302A Apply knowledge of WHS legislation in the workplace

Elective units

Customer service

BSBCUS301B Deliver and monitor a service to customers

Diversity

BSBDIV301A Work effectively with diversity

Financial administration

BSBFIA301A Maintain financial records

General administration

BSBADM311A Maintain business resources

Information management

BSBINM301A Organise workplace information

BSBINM302A Utilise a knowledge management system

BSBFLM306C Provide workplace information and resourcing plans

Innovation

BSBINN301A Promote innovation in a team environment

Intellectual property

BSBIPR301A Comply with organisational requirements for protection and use of intellectual property

Interpersonal communication

BSBCMM301B Process customer complaints

IT use

BSBITU301A Create and use databases

BSBITU302B Create electronic presentations

BSBITU303A Design and produce text documents

BSBITU304A Produce spreadsheets

BSBITU305A Conduct online transactions

BSBITU306A Design and produce business documents

BSBITU309A Produce desktop published documents

Management

BSBFLM309C Support continuous improvement systems and processes

BSBFLM305C Support operational plan

Product skills and advice

BSBPRO301A Recommend products and services

Purchasing and contracting

BSBPUR301B Purchase goods and services

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace effectiveness

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an off-site worker

BSBFLM303C Contribute to effective workplace relationships

BSBFLM312C Contribute to team effectiveness

BSBFLM311C Support a workplace learning environment

Writing

BSBWRT301A Write simple documents

BSB30211 Certificate III in Customer Contact

Modification History

Release	Comments
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 1	This version first released with BSB07 Business Training Package version 6.0. Replaces BSB30207 Certificate III in Customer Contact.

Description

This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.

Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

Job roles

Possible job roles relevant to this qualification include:

customer contact agents or operators

customer services representatives

telesales representatives.

Pathways Information

Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB20211 Certificate II in Customer Contact or other relevant qualifications

OR

vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification

BSB40311 Certificate IV in Customer Contact or a range of other Certificate IV qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	listening and questioning to identify customer needs using appropriate tone and language writing customer notes, emails and faxes
Teamwork	referring matters to nominated personnel as required working as a member of a team and applying knowledge of one’s own role to achieve team goals working with diverse persons and groups
Problem-solving	processing complex enquiries searching product and service information, using multiple sources of information to match customer requests using problem-solving approaches to identify customer needs and expectations
Initiative and enterprise	contributing to suggestions for improvements to products, services and processes supporting operational plans and organisational goals
Planning and organising	maintaining customer records managing and updating multiple information sources operating multiple enterprise systems
Self-management	managing own performance managing own time and work priorities managing personal stress
Learning	learning new ideas, skills and techniques seeking appropriate technical help with new computerised systems, products and services
Technology	using electronic communication devices and processes to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email using technology to assist the manipulation of information

Packaging Rules

Total number of units = 12

4 core units plus

8 elective units of which:

2 units must be from Group A elective units below

the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

BSBCCO301B Use multiple information systems

BSBCCO307A Work effectively in customer contact

BSBCCO309A Develop product and service knowledge for customer contact operation

BSBCUS301B Deliver and monitor a service to customers

Elective units

Group A

BSBCCO203A Conduct customer contact

BSBCCO204A Collect data

BSBCCO302B Deploy customer service field staff

BSBCCO303B Conduct a telemarketing campaign

BSBCCO304C Provide sales solutions to customers

BSBCCO305B Process credit applications

BSBCCO306B Process complex accounts

BSBCCO308A Conduct outbound customer contact

BSBCCO403A Schedule customer contact activity

BSBCMM301B Process customer complaints

BSBITU203A Communicate electronically

BSBITU307A Develop keyboarding speed and accuracy

BSBLED301A Undertake elearning

BSBWOR203B Work effectively with others

BSBWOR301B Organise personal work priorities and development

Group B

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBMGT405A Provide personal leadership

BSBSLS407A Identify and plan sales prospects

BSBSLS408A Present, secure and support sales solutions

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBWHS201A Contribute to health and safety of self and others

BSBWHS302A Apply knowledge of WHS legislation in the workplace

BSBWOR201A Manage personal stress in the workplace

FNSSAM301A Identify opportunities for cross-selling products and services

ICAICT209A Interact with ICT clients

ICASAS204A Record client support requirements

ICASAS305A Provide IT advice to clients

BSB30307 Certificate III in Micro Business Operations

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBHRM402A replaced with BSBHRM405A Imported unit FNSFLIT201B deleted.
Release 2	New release of this Qualification with version 6 of BSB07 Business Services Training Package. Elective unit FNSFLIT201B replaced with FNSFLT201A SIRXQUA001A included as an elective unit Outdated advice removed Updated unit codes: BSBCUS301A now BSBCUS301B BSBWOR301A now BSBWOR301B.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of skilled operators who apply a broad range of competencies in varied micro business contexts, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a small team.

Job roles

Independent Contractor

Micro Business Operator.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points including:

with personal or vocational experience in a specific industry

with vocational experience in a specific industry and an industry specific qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB40407 Certificate IV in Small Business Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	interpreting the needs of customers and markets persuading key business stakeholders effectively reading, interpreting and clarifying regulatory, taxation, financial and other business documentation
Teamwork	applying teamwork skills to a range of micro business situations working with diverse individuals and groups
Problem-solving	seeking information and advice to identify and solve problems using numeracy skills to calculate own financial position and projected cash flow for the business
Initiative and enterprise	developing innovative solutions to workplace challenges identifying micro business opportunities translating business ideas into a viable micro business proposal
Planning and organising	collecting and analysing information about market needs determining the required resources to establish the micro business taking action to ensure that the business complies with taxation and business registration requirements
Self-management	having personal goals and aspirations for the micro business managing own time and priorities taking personal responsibility for development of the business proposal
Learning	seeking assistance and expert advice on financial, taxation and insurance requirements of the business seeking out and learning new ideas, skills and techniques
Technology	applying business technology for communication, preparing a proposal, budgeting and compliance choosing, using and maintaining machinery and equipment for the micro business

Packaging Rules

Total number of units = 10

5 core units plus

5 elective units

The 5 elective units may be selected from the elective units listed below and/or a Certificate III qualification from any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 1 elective unit may be selected from a Certificate II or Certificate IV qualification.

Electives must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

Small and Micro Business

BSBSMB301A Investigate micro business opportunities

BSBSMB302A Develop a micro business proposal

BSBSMB303A Organise finances for the micro business

BSBSMB304A Determine resource requirements for the micro business

BSBSMB305A Comply with regulatory, taxation and insurance requirements for the micro business

Elective units

Creative Thinking

BSBCRT301A Develop and extend critical and creative thinking skills

BSBCRT501A Originate and develop concepts

Customer Service

BSBCUS301B Deliver and monitor a service to customers

EBusiness

BSBEBU401A Review and maintain a website

Financial Administration

BSBFIA301A Maintain financial records

BSBFIA303A Process accounts payable and receivable

Human Resource Management

BSBHRM405A Support the recruitment, selection and induction of staff

Innovation

BSBINN301A Promote innovation in a team environment

SIRXQUA001A Develop innovative ideas at work

Intellectual Property

BSBIPR405A Protect and use intangible assets in small business

International Business

BSBINT303B Organise the importing and exporting of goods

IT Use

BSBITU305A Conduct online transactions

Relationship Management

BSBREL401A Establish networks

Small and Micro Business

BSBSMB306A Plan a homebased business

BSBSMB307A Set up information and communications technology for the micro business

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an offsite worker

BSB30412 Certificate III in Business Administration

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB30407 Certificate III in Business Administration. Updated units: Core unit BSBOHS201A Participate in OHS processes replaced with BSBWHS201A Contribute to health and safety of self and others. Elective unit BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of individuals who apply a broad range of administrative competencies in varied work contexts, using some discretion and judgement. They may provide technical advice and support to a team.

Job roles

Accounts Receivable Clerk

Accounts Payable Clerk

Clerk

Data Entry Operator

Junior Personal Assistant

Receptionist

Office Administration Assistant

Office Administrator

Word Processing Operator.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of support roles without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB40507 Certificate IV in Business Administration.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	clearly communicating workplace information to others (verbal and nonverbal) communicating sensitively in a crosscultural context communicating with colleagues and clients to handle verbal enquiries such as clarifying instructions and responding to requests for information communicating with people who speak languages other than English interpreting needs of clients (internal or external) interpreting the needs of customers reading and interpreting workplace related documentation writing to audience needs
Teamwork	applying knowledge of own role to complete activities efficiently to support team activities and tasks working in a team of people to provide office administration services working with diverse individuals and groups
Problem-solving	developing practical responses to common breakdowns in workplace systems and procedures rectifying discrepancies or errors in documentation and transactions taking action to resolve concerns
Initiative and enterprise	adapting to new and emerging situations in the workplace being proactive and creative in responding to workplace problems, changes and challenges
Planning and organising	allocating resources to workplace tasks and requirements collecting, analysing and organising workplace data identifying risk factors and taking action to minimise risk organising meeting schedules for clients and colleagues and negotiating alternative arrangements planning for contingencies planning information and documentation requirements utilising or determining required resources
Self-management	following workplace documentation such as codes of practice or operating procedures projecting a professional image when representing the organisation setting own work program and managing time to ensure tasks are done on time taking personal responsibility at the appropriate level working ethically when dealing with financial transactions
Learning	maintaining continuous learning by seeking out opportunities for improvement and developing new skills seeking assistance and expert advice
Technology	using business related technology safely (OHS) using business technology such as software programs for word processing, spreadsheets, presentation and scheduling

Packaging Rules

Total number of units = 13

2 core units plus

11 elective units

7 elective units must be selected from the Group A units listed below.

The remaining 4 elective units may be selected from the Group A or Group B elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 2 of the electives units may be selected from a Certificate II or Certificate IV qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Where the packaging rules of this qualification meet the rules of a specialist qualification, the specialist qualification and not the generic qualification must be awarded.

Core units

BSBITU307A Develop keyboarding speed and accuracy

BSBWHS201A Contribute to health and safety of self and others

Elective units

Group A units

Financial Administration

BSBFIA302A Process payroll

BSBFIA303A Process accounts payable and receivable

BSBFIA304A Maintain a general ledger

General Administration

BSBADM307B Organise schedules

IT Use

BSBITU302B Create electronic presentations

BSBITU303A Design and produce text documents

BSBITU304A Produce spreadsheets

BSBITU306A Design and produce business documents

BSBITU309A Produce desktop published documents

Writing

BSBWRT301A Write simple documents

Group B units

Customer Service

BSBCUS301B Deliver and monitor a service to customers

Diversity

BSBDIV301A Work effectively with diversity

Financial Administration

BSBFIA301A Maintain financial records

General Administration

BSBADM302B Produce texts from notes

BSBADM303B Produce texts from audio transcription

BSBADM311A Maintain business resources

Information Management

BSBINM301A Organise workplace information

BSBINM302A Utilise a knowledge management system

BSBINM303A Handle receipt and despatch of information

Innovation

BSBINN201A Contribute to workplace innovation

Intellectual Property

BSBIPR301A Comply with organisational requirements for protection and use of intellectual property

Interpersonal Communication

BSBCMM301B Process customer complaints

IT Use

BSBITU301A Create and use databases

BSBITU305A Conduct online transactions

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Product Skills and Advice

BSBPRO301A Recommend products and services

Sustainability

BSBSUS201A Participate in environmentally sustainable work practices

Workplace Effectiveness

BSBWOR204A Use business technology

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an offsite worker

BSB30507 Certificate III in Business Administration(International Education)

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification released with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Updated imported unit code: CHCAD2C now CHCAD402D
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals working in international education administration who apply a broad range of competencies using some discretion and judgement, and relevant theoretical knowledge. They may provide technical advice and support to a team.

International education work contexts include international onshore education, transnational offshore education, international projects and exchange or study abroad programs. A range of education sectors and organisations (public and private) provide international education. Sectors include higher education, vocational education and training, schools, English Language Intensive Courses for Overseas Students (ELICOS) and preparatory (foundation, bridging and enabling courses).

Job roles

Administration Officer, TAFE International Marketing Office (offshore programs)

Administration Officer, University International Education Information Services

Administrative Assistant, International Office of University

Administrative Assistant, International Pastoral Care Services, secondary school

Assistant Administrative Officer

Education Program Support Worker, TAFE International Education Department

Information Services Assistant/Officer, International Education Office of a school

International Education Agent

Receptionist, Registered Training Organisation providing ELICOS

Student Recruitment and Admissions Assistant

Student Services Officer

Student Support Assistant.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of support roles without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB40507 Certificate IV in Business Administration.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	clearly communicating workplace information to others (verbal and nonverbal) communicating sensitively in a crosscultural context communicating with people who speak languages other than English interpreting needs of customers (internal or external) reading and interpreting workplace related documentation writing to audience needs
Teamwork	applying knowledge of own role as part of a team working as an individual and as a member of a team working with diverse individuals and groups
Problem-solving	developing practical responses to workplace related functions taking action to resolve concerns
Initiative and enterprise	adapting to new and emerging situations being creative or proactive in response to workplace problems, changes and challenges
Planning and organising	allocating resources to workplace tasks and requirements collecting, analysing and organising workplace data identifying risk factors and taking action to minimise risk planning for contingencies utilising or determining required resources
Self-management	following workplace documentation such as codes of practice or operating procedures managing own time and priorities projecting a professional image when representing the organisation taking personal responsibility at the appropriate level
Learning	maintaining knowledge of products and services participating in ongoing learning (formal or informal) seeking assistance and expert advice
Technology	applying business related technology skills in organising and using workplace information using business related technology and equipment using business related technology safely (OHS)

Packaging Rules

Total number of units = 12

5 core units plus

7 elective units

5 elective units must be selected from the elective units listed below.

The remaining 2 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 1 unit may be selected from a Certificate II or Certificate IV qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBDIV301A Work effectively with diversity

BSBEDU301A Assist with monitoring compliance in international education services

BSBEDU302A Assist in resolution of issues and incidents in an international education environment

BSBIND302A Work effectively in the international education services industry

BSBITU306A Design and produce business documents

Elective units

Customer Service

BSBCUS301B Deliver and monitor a service to customers

Educational Administration

BSBEDU303A Assist with the provision of international education information

BSBEDU304A Assist with the provision of pastoral care services to international students

BSBEDU305A Assist with international education events and programs

Financial Administration

BSBFIA301A Maintain financial records

General Administration

BSBADM307B Organise schedules

BSBADM311A Maintain business resources

BSBADM405B Organise meetings

BSBADM406B Organise business travel

Information Management

BSBINM301A Organise workplace information

IT Use

BSBITU202A Create and use spreadsheets

BSBITU301A Create and use databases

BSBITU302B Create electronic presentations

BSBITU307A Develop keyboarding speed and accuracy

BSBITU309A Produce desktop published documents

Marketing

BSBMKG401B Profile the market

Work Health and Safety

BSBWHS301A Maintain workplace safety

BSBWHS302A Apply knowledge of WHS legislation in the workplace

Recordkeeping

BSBRKG402B Provide information from and about records

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Writing

BSBWRT301A Write simple documents

Imported Units

CHCAD402D Support the interests, rights and needs of clients within duty of care requirements

ICAICT103A Use, communicate and search securely on the internet

BSB30612 Certificate III in International Trade

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB30607 Certificate III in International Trade. Updated Core Unit: BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of skilled operators who apply a broad range of international trade competencies in varied work contexts, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

Job roles

Export Clerk

Import Clerk

Import/Export Clerk.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification/s

OR

with vocational experience in assisting international trade/business team leaders, supervisors or managers to conduct international trade activities but without formal international trade qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB41107 Certificate IV in International Trade.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with carriers to pick up and deliver goods using written and verbal communication skills to work with others in the process of arranging international transportation of goods
Teamwork	applying teamwork skills to ensure the timely arrival/departure of international goods or services clarifying compliance requirements for international trade with others in the workplace
Problem-solving	identifying and taking action to resolve problems such as insurance claims arising as a result of goods damaged in transit rescheduling forwarding or transfer of goods/services when delays occur
Initiative and enterprise	investigating sources of information about international trade making suggestions for improvement to knowledge management systems to relevant personnel
Planning and organising	assisting in the organisation of importing and exporting goods by contributing to cost calculations, completing documentation and communicating with carriers informing colleagues and contractors of expected time of arrival and deadlines for pick-up of goods to meet carrier requirements
Self-management	clarifying own role in transfer of international services from the job description, written instructions and discussions with the supervisor managing own time to ensure tasks are completed on time
Learning	seeking the assistance of others to clarify requirements when not known undertaking learning to ensure currency of knowledge and skills about regulatory codes and their impact on own work
Technology	producing documents using word processing, spreadsheet and specialised computer programs using the internet and organisation’s extranet and intranet to access information about the importation and exportation of goods

Packaging Rules

Total number of units = 12

1 core unit plus

11 elective units

5 elective units must be selected from the Group A units listed below.

4 elective units must be selected from the remaining elective units listed below.

The remaining 2 elective units may be selected from the Group A or Group B elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 1 of the elective units may be selected from either a Certificate II or Certificate IV qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Elective units

Group A units

International Business

BSBINT301B Apply knowledge of the international trade environment to complete work

BSBINT302B Apply knowledge of legislation relevant to international trade to complete work

BSBINT303B Organise the importing and exporting of goods

BSBINT304B Assist in the international transfer of services

BSBINT305B Prepare business documents for the international trade of goods

BSBINT306B Apply knowledge of international finance and insurance to complete work requirements

Group B units

Customer Service

BSBCUS301B Deliver and monitor a service to customers

Diversity

BSBDIV301A Work effectively with diversity

Financial Administration

BSBFIA301A Maintain financial records

General Administration

BSBADM311A Maintain business resources

Information Management

BSBINM301A Organise workplace information

BSBINM302A Utilise a knowledge management system

Interpersonal Communication

BSBCMM301B Process customer complaints

IT Use

BSBITU303A Design and produce text documents

BSBITU305A Conduct online transactions

BSBITU306A Design and produce business documents

Product Skills and Advice

BSBPRO301A Recommend products and services

Purchasing and Contracting

BSBPUR301B Purchase goods and services

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an offsite worker

Writing

BSBWRT301A Write simple documents

BSB30712 Certificate III in Work Health and Safety

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB30707 Certificate III in Occupational Health and Safety. Total number of units reduced from 12 to 10, number of core units reduced from 7 to 5.

Description

This qualification is suitable for people who take on work health and safety (WHS) responsibilities in addition to their main duties. They may provide technical advice and support to a team.

The qualification reflects the role of skilled operators who apply a broad range of competencies in varied work contexts.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates entering this qualification include:

BSB20112 Certificate II in Business or other relevant Certificate II qualifications

OR

vocational experience working in WHS roles without a formal qualification.

Pathways from the qualification

BSB41412 Certificate IV in Work Health and Safety.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	identifying, recording and communicating to others the duties, rights and responsibilities of individuals and parties in the consultation process
Teamwork	raising relevant WHS issues in meetings and supporting others to do so
Problem-solving	identifying and taking appropriate action on non-compliance with legislation
Initiative and enterprise	recognising limits of own expertise and legal duties, and accessing help and advice when required
Planning and organising	choosing appropriate methods for hazard identification and risk assessment
Self-management	sequencing tasks and meeting timelines
Learning	using relevant sources to keep up-to-date with legislation
Technology	searching for, accessing and downloading electronic documents and software

Packaging Rules

Total number of units = 10

5 core units plus

5 elective units of which:

at least 3 units must be from the elective units below

up to 2 may be from any currently endorsed Training Package or accredited course at the same qualification level, or if not listed below, 1 elective unit may be selected from a Certificate II and 1 elective unit from a Certificate IV.

The elective units chosen must be relevant to the work outcome and meet industry needs.

Core units

BSBWHS302A Apply knowledge of WHS legislation in the workplace

BSBWHS303A Participate in WHS hazard identification, risk assessment and risk control

BSBWHS304A Participate effectively in WHS communication and consultation processes

BSBWHS305A Contribute to WHS issue resolution

PUAWER001B Identify, prevent and report potential workplace emergency situations

Elective units

BSBCMM201A Communicate in the workplace

BSBDIV301A Work effectively with diversity

BSBINM301A Organise workplace information

BSBINN201A Contribute to workplace innovation

BSBFLM303C Contribute to effective workplace relationships

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBWHS406A Assist with responding to incidents

BSBWOR301B Organise personal work priorities and development

BSBWOR401A Establish effective workplace relationships

BSBWRT301A Write simple documents

CPPWMT3044A Identify wastes and hazards

HLTFA311A Apply first aid

HLTFA302C Provide first aid in remote situation

PUAWER004B Respond to workplace emergencies

BSB30807 Certificate III in Recordkeeping

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Updated unit codes: BSBCMM301A now BSBCMM301B BSBCUS301A now BSBCUS301B BSBWOR301A now BSBWOR301B

Description

Descriptor

This qualification reflects the role of individuals who apply some understanding of relevant theoretical knowledge relating to recordkeeping functions in the workplace. While it may apply to individuals whose sole workplace function is recordkeeping, it will also apply to administrative, human resources or other staff within an organisation for whom recordkeeping is one of many duties for which they hold responsibility.

Job Roles

Administration Officer

Assistant Records Clerk

Assistant Registry Officer.

Pathways Information

Qualification Pathways

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20107 Certificate II in Business or other relevant qualification/s

OR

with vocational experience in a range of environments providing administrative or operational support to business or records systems without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB41707 Certificate IV in Recordkeeping.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

BSB30807 Certificate III in Recordkeeping The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating verbally with others in negotiation, training and questioning preparing simple documentation and reports for requests of information writing a range of simple documentation and communications
Teamwork	completing individual tasks to support team goals conveying workplace procedures and work instructions to team members
Problem-solving	analysing business or records system to efficiently locate information using research skills to locate workplace information
Initiative and enterprise	demonstrating individual responsibility for completing tasks suggesting improvements to support the development of improved work practices and team effectiveness
Planning and organising	contributing to planning processes with team members to meet expected outcomes gathering, organising and applying workplace information for the organisation's work processes and records systems
Self-management	identifying development needs and seeking training to fill needs monitoring and recording the performance of own work area
Learning	developing a comprehensive knowledge and understanding of records systems identifying priorities and pursuing personal work goals in accordance with organisational objectives
Technology	collecting and manipulating data using appropriate technology ensuring systems are appropriate for information storage, security and retrieval

Packaging Rules

Total number of units = 12 5 core units plus 7 elective units The 7 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate II or Certificate IV qualification. Elective units must be relevant to the work outcome, local industry requirements and the qualification level. Core units Recordkeeping BSBRKG301B Control records BSBRKG302B Undertake disposal BSBRKG303B Retrieve information from records BSBRKG304B Maintain business records BSBRKG305A Review recordkeeping functions Elective units Customer Service BSBCUS301B Deliver and monitor a service to customers Diversity BSBDIV301A Work effectively with diversity Financial Administration BSBFIA301A Maintain financial records General Administration BSBADM311A Maintain business resources Information Management BSBINM301A Organise workplace information BSBINM302A Utilise a knowledge management system Innovation BSBINN201A Contribute to workplace innovation Interpersonal Communication BSBCMM301B Process customer complaints IT Use BSBITU301A Create and use databases BSBITU302B Create electronic presentations BSBITU303A Design and produce text documents BSBITU304A Produce spreadsheets BSBITU305A Conduct online transactions BSBITU306A Design and produce business documents BSBITU309A Produce desktop published documents Product Skills and Advice BSBPRO301A Recommend products and services Sustainability BSBSUS301A Implement and monitor environmentally sustainable work practices Workplace Effectiveness BSBWOR301B Organise personal work priorities and development BSBWOR302A Work effectively as an off-site worker Writing BSBWRT301A Write simple documents

BSB30912 Certificate III in Business Administration (Education)

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB30907 Certificate III in Business Administration (Education). Updated units: Core unit BSBOHS201A Participate in OHS processes replaced with BSBWHS201A Contribute to health and safety of self and others Elective unit BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of individuals who apply a broad range of administrative competencies in an educational or school support work context, using some discretion and judgement. They may provide technical advice and support to a team.

Job roles

Education Program Support Worker

School Support Officer

Student Recruitment and Admissions Assistant

Student Services Officer

Student Support Assistant.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of support roles without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB40507 Certificate IV in Business Administration.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with colleagues and clients to handle verbal inquiries such as enrolment advice, payroll questions or records enquiries interpreting the needs of customers clearly communicating workplace information to others (verbal and nonverbal) communicating sensitively in a crosscultural context communicating with people who speak languages other than English interpreting needs of students and clients (internal or external) reading and interpreting workplace related documentation writing to audience needs
Teamwork	applying knowledge of own role to complete activities efficiently to support team activities and tasks working in a team of people to provide general office and educational administration and/or record keeping services working with diverse individuals and groups
Problem-solving	developing practical responses to common breakdowns in workplace systems and procedures rectifying discrepancies or errors in documentation and transactions taking action to resolve concerns
Initiative and enterprise	adapting to new and emerging situations in the workplace being proactive and creative in responding to workplace problems, changes and challenges
Planning and organising	allocating resources to workplace tasks and requirements collecting, analysing and organising workplace data identifying risk factors and taking action to minimise risk organising meeting schedules for clients and colleagues and negotiating alternative arrangements planning for contingencies planning information and documentation requirements utilising or determining required resources
Self-management	following workplace documentation such as codes of practice or operating procedures projecting a professional image when representing the organisation setting own work program and managing time to ensure tasks are done on time taking personal responsibility at the appropriate level working ethically when dealing with financial transactions
Learning	maintaining continuous learning by seeking out opportunities for improvement and developing new skills seeking assistance and expert advice
Technology	using business related technology safely (OHS) using business technology such as software programs for word processing, spreadsheets, presentation and scheduling

Packaging Rules

Total number of units = 13

2 core units plus

5 elective units selected from the Group A units listed below including:

BSBIND301A Work effectively in an educational environment

4 elective units must be selected from the Group B units listed below.

The remaining 2 elective units may be selected from the Group A, Group B or Group C units listed below, or any currently endorsed Training Package or accredited course at the same qualification level or one level lower or higher.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBITU307A Develop keyboarding speed and accuracy

BSBWHS201A Contribute to health and safety of self and others

Elective units

Group A units

Industry Context

BSBIND301A Work effectively in an educational environment

General Administration

BSBADM405B Organise meetings

BSBADM406B Organise business travel

Customer Service

BSBCUS301B Deliver and monitor a service to customers

EBusiness

BSBEBU401A Review and maintain a website

Marketing

BSBMKG408B Conduct market research

Imported Units

CHCCS412E Deliver and develop client services

CHCCS407C Operate referral procedures

ICAICT103A Use, communicate and search securely on the internet

PSPETHC301B Uphold the values and principles of public service

PSPGOV314A Contribute to conflict management

PSPLEGN301B Comply with legislation in the public sector

Group B units

Financial Administration

BSBFIA302A Process payroll

BSBFIA303A Process accounts payable and receivable

BSBFIA304A Maintain a general ledger

General Administration

BSBADM307B Organise schedules

IT Use

BSBITU302B Create electronic presentations

BSBITU303A Design and produce text documents

BSBITU304A Produce spreadsheets

BSBITU306A Design and produce business documents

BSBITU309A Produce desktop published documents

Writing

BSBWRT301A Write simple documents

Group C units

Customer Service

BSBCUS301B Deliver and monitor a service to customers

Diversity

BSBDIV301A Work effectively with diversity

Financial Administration

BSBFIA301A Maintain financial records

General Administration

BSBADM302B Produce texts from notes

BSBADM303B Produce texts from audio transcription

BSBADM311A Maintain business resources

Information Management

BSBINM301A Organise workplace information

BSBINM302A Utilise a knowledge management system

BSBINM303A Handle receipt and despatch of information

Innovation

BSBINN201A Contribute to workplace innovation

Interpersonal Communication

BSBCMM301B Process customer complaints

IT Use

BSBITU301A Create and use databases

BSBITU305A Conduct online transactions

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Product Skills and Advice

BSBPRO301A Recommend products and services

Sustainability

BSBSUS201A Participate in environmentally sustainable work practices

Workplace Effectiveness

BSBWOR204A Use business technology

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an offsite worker

BSB31012 Certificate III in Business Administration (Legal)

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB31007 Certificate III in Business Administration (Legal). Updated core unit: BSBOHS201A Participate in OHS processes replaced with BSBWHS201A Contribute to health and safety of self and others.

Description

This qualification reflects the role of individuals who apply a broad range of administrative competencies in a legal office work environment, using some discretion and judgement. They may provide technical advice and support to a team.

Job roles

Legal Receptionist.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of support roles without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB40110 Certificate IV in Legal Services.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	clearly communicating workplace information to others (verbal and nonverbal) communicating sensitively in a crosscultural context communicating with colleagues and clients to handle verbal inquiries such as requests for legal documents, schedules or records enquiries communicating with people who speak languages other than English interpreting needs of clients (internal or external) reading and interpreting workplace related documentation writing to audience needs
Teamwork	applying knowledge of own role to complete activities efficiently to support team activities and tasks working in a team of people to provide legal administration including record keeping services working with diverse individuals and groups
Problem-solving	developing practical responses to common breakdowns in workplace systems and procedures rectifying discrepancies or errors in documentation and transactions taking action to resolve concerns
Initiative and enterprise	adapting to new and emerging situations in the workplace being proactive and creative in responding to workplace problems, changes and challenges
Planning and organising	allocating resources to workplace tasks and requirements collecting, analysing and organising workplace data identifying risk factors and taking action to minimise risk organising meeting schedules for clients and colleagues and negotiating alternative arrangements planning for contingencies planning information and documentation requirements utilising or determining required resources
Self-management	following workplace documentation such as codes of practice or operating procedures projecting a professional image when representing the organisation setting own work program and managing time to ensure tasks are done on time taking personal responsibility at the appropriate level working ethically when dealing with financial transactions
Learning	maintaining continuous learning by seeking out opportunities for improvement and developing new skills seeking assistance and expert advice
Technology	using business related technology safely (OHS) using business technology such as software programs for word processing, spreadsheets, presentation and scheduling

Packaging Rules

Total number of units = 13

2 core units plus

11 elective units

5 elective units must be selected from the Group A units listed below.

4 elective units must be selected from the Group B units listed below.

The remaining 2 elective units may be selected from the Group A, Group B or Group C units listed below, or any currently endorsed Training Package or accredited course at the same qualification level or one level higher or lower.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

IT Use

BSBITU307A Develop keyboarding speed and accuracy

BSBWHS201A Contribute to health and safety of self and others

Elective units

Group A units

Legal Services Administration

BSBLEG301A Apply knowledge of the legal system to complete tasks

BSBLEG302A Carry out search of the public record

BSBLEG303A Deliver court documentation

BSBLEG304A Apply the principles of confidentiality and security within the legal environment

BSBLEG305A Use legal terminology in order to carry out tasks

BSBLEG306A Maintain records for time and disbursements in a legal practice

BSBLEG308A Assist in prioritising and planning activities in a legal practice

Information Management

BSBINM303A Handle receipt and despatch of information

Group B units

Financial Administration

BSBFIA302A Process payroll

BSBFIA303A Process accounts payable and receivable

BSBFIA304A Maintain a general ledger

General Administration

BSBADM307B Organise schedules

IT Use

BSBITU302B Create electronic presentations

BSBITU304A Produce spreadsheets

BSBITU303A Design and produce text documents

BSBITU306A Design and produce business documents

BSBITU309A Produce desktop published documents

Writing

BSBWRT301A Write simple documents

Group C units

Customer Service

BSBCUS301B Deliver and monitor a service to customers

Diversity

BSBDIV301A Work effectively with diversity

Financial Administration

BSBFIA301A Maintain financial records

General Administration

BSBADM302B Produce texts from notes

BSBADM303B Produce texts from audio transcription

BSBADM311A Maintain business resources

Information Management

BSBINM301A Organise workplace information

BSBINM302A Utilise a knowledge management system

Innovation

BSBINN201A Contribute to workplace innovation

Interpersonal Communication

BSBCMM301B Process customer complaints

IT Use

BSBITU301A Create and use databases

BSBITU305A Conduct online transactions

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Product Skills and Advice

BSBPRO301A Recommend products and services

Sustainability

BSBSUS201A Participate in environmentally sustainable work practices

Workplace Effectiveness

BSBWOR204A Use business technology

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an offsite worker

BSB31112 Certificate III in Business Administration (Medical)

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB31107 Certificate III in Business Administration (Medical). Updated Core Unit: BSBOHS201A Participate in OHS processes replaced with BSBWHS201A Contribute to health and safety of self and others.

Description

This qualification reflects the role of individuals who apply a broad range of competencies in various medical administration contexts. They may exercise discretion and judgement using appropriate knowledge to provide technical advice and support to a team.

Job roles

Medical Receptionist

Medical Records Clerk

Medical Secretary.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB20112 Certificate II in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of support roles without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Assistant

Clerical Worker

Data Entry Operator

Information Desk Clerk

Office Junior

Receptionist.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB40507 Certificate IV in Business Administration.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	clearly communicating workplace information to others (verbal and nonverbal) communicating sensitively in a crosscultural context communicating with colleagues and clients to handle verbal inquiries such as payroll questions, medical appointments or records enquiries communicating with people who speak languages other than English interpreting needs of clients (internal or external) reading and interpreting workplace related documentation writing to audience needs
Teamwork	applying knowledge of own role to complete activities efficiently to support team activities and tasks working in a team of people to provide office and medical administration services working with diverse individuals and groups
Problem-solving	developing practical responses to common breakdowns in workplace systems and procedures rectifying discrepancies or errors in documentation and transactions taking action to resolve concerns
Initiative and enterprise	adapting to new and emerging situations in the workplace being proactive and creative in responding to workplace problems, changes and challenges
Planning and organising	allocating resources to workplace tasks and requirements collecting, analysing and organising workplace data identifying risk factors and taking action to minimise risk organising meeting schedules for clients and colleagues and negotiating alternative arrangements planning for contingencies planning information and documentation requirements utilising or determining required resources
Self-management	following workplace documentation such as codes of practice or operating procedures projecting a professional image when representing the organisation setting own work program and managing time to ensure tasks are done on time taking personal responsibility at the appropriate level working ethically when dealing with financial transactions
Learning	maintaining continuous learning by seeking out opportunities for improvement and developing new skills seeking assistance and expert advice
Technology	using business related technology safely (OHS) using business technology such as software programs for word processing, spreadsheets, presentation and scheduling

Packaging Rules

Total number of units = 13

2 core units plus

11 elective units

5 elective units must be selected from the Group A units listed below.

4 elective units must be selected from the Group B units listed below.

The remaining 2 elective units may be selected from Group A, Group B or Group C units listed below, or any currently endorsed Training Package or accredited course at the same qualification level or one level higher or lower.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

IT Use

BSBITU307A Develop keyboarding speed and accuracy

BSBWHS201A Contribute to health and safety of self and others

Elective units

Group A units

Medical Services Administration

BSBMED301B Interpret and apply medical terminology appropriately

BSBMED302B Prepare and process medical accounts

BSBMED303B Maintain patient records

BSBMED304B Assist in controlling stocks and supplies

BSBMED305B Apply the principles of confidentiality, privacy and security within the medical environment

BSBMED401B Manage patient record keeping system

Group B units

Financial Administration

BSBFIA302A Process payroll

BSBFIA303A Process accounts payable and receivable

BSBFIA304A Maintain a general ledger

General Administration

BSBADM307B Organise schedules

IT Use

BSBITU302B Create electronic presentations

BSBITU303A Design and produce text documents

BSBITU304A Produce spreadsheets

BSBITU306A Design and produce business documents

BSBITU309A Produce desktop published documents

Writing

BSBWRT301A Write simple documents

Group C Units

Customer Service

BSBCUS301B Deliver and monitor a service to customers

Diversity

BSBDIV301A Work effectively with diversity

Financial Administration

BSBFIA301A Maintain financial records

General Administration

BSBADM302B Produce texts from notes

BSBADM303B Produce texts from audio transcription

BSBADM311A Maintain business resources

Information Management

BSBINM301A Organise workplace information

BSBINM302A Utilise a knowledge management system

BSBINM303A Handle receipt and despatch of information

Innovation

BSBINN201A Contribute to workplace innovation

Interpersonal Communication

BSBCMM301B Process customer complaints

IT Use

BSBITU301A Create and use databases

BSBITU305A Conduct online transactions

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Product Skills and Advice

BSBPRO301A Recommend products and services

Sustainability

BSBSUS201A Participate in environmentally sustainable work practices

Workplace Effectiveness

BSBWOR204A Use business technology

BSBWOR301B Organise personal work priorities and development

BSBWOR302A Work effectively as an offsite worker

BSB40107 Certificate IV in Advertising

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification released with BSB07 Business Services Training Package version 6.0. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBITS401A now BSBITS401B
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who use well-developed advertising skills and a broad knowledge base in a wide variety of advertising contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others, however they typically report to a more senior advertising practitioner.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

account coordinator

assistant art director

assistant account planner

copywriter

media assistant

media buyer

media planner.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification

or

with vocational experience in assisting advertising team leaders, supervisors or managers to conduct advertising activities but without formal advertising qualifications.

Pathways from the qualification

BSB50107 Diploma of Advertising or a range of other Diploma qualifications

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	interpreting the needs of internal and external customers listening to and understanding workplace information
Teamwork	applying teamwork skills to a range of workplace situations seeking feedback from colleagues about work performance
Problem-solving	determining the effect of a delay in an aspect of production of an advertising campaign determining the target market for a product or service making changes to draft advertisements in response to pre-test information
Initiative and enterprise	adapting to new and emerging situations being creative in response to workplace problems, changes and challenges arising from advertising campaign testing
Planning and organising	collecting, analysing and organising workplace data scheduling production activities for advertising campaigns
Self-management	following workplace documentation, such as codes of practice and operating procedures monitoring and obtaining feedback on work performance and development
Learning	identifying new skills and professional development activities researching and acting on opportunities for improvement and sources of learning
Technology	monitoring technological developments and responding accordingly using business technology to record and analyse data

Packaging Rules

Total number of units = 10

5 core units plus

5 elective units

3 of the elective units must be selected from the elective units listed below.

2 elective units may be selected from elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package. If not listed below, one unit may be selected from either a Certificate III or Diploma level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBADV402B Conduct precampaign testing

BSBADV403B Monitor advertising production

BSBADV404B Schedule advertisements

BSBMKG401B Profile the market

BSBMKG402B Analyse consumer behaviour for specific markets

Elective units

Advertising

BSBADV405A Perform media calculations

BSBADV406A Buy and monitor media

BSBADV407A Apply media analysis and processing tools

BSBADV408A Review advertising media options

BSBADV503B Coordinate advertising research

BSBADV507B Develop a media plan

BSBADV509A Create mass print media advertisements

BSBADV510A Create mass electronic media advertisements

BSBMKG523A Design and develop an integrated marketing communication plan

Creative thinking

BSBCRT501A Originate and develop concepts

Customer service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

Financial administration

BSBFIA402A Report on financial activity

General administration

BSBADM409A Coordinate business resources

Interpersonal communication

BSBCMM401A Make a presentation

IT support

BSBITS401B Maintain business technology

Marketing

BSBMKG408B Conduct market research

BSBMKG409A Design direct response offers

BSBMKG412A Conduct e-marketing communications

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Work health and safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Public relations

BSBPUB401A Develop and apply knowledge of public relations industry

BSBPUB402A Develop public relations campaigns

BSBPUB403A Develop public relations documents

Product skills and advice

BSBPRO401A Develop product knowledge

Relationship management

BSBREL401A Establish networks

BSBREL402A Build client relationships and business networks

Research

BSBRES401A Analyse and present research information

Risk management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Writing

BSBWRT401A Write complex documents

BSBWRT501A Write persuasive copy

Imported units

CUFWRT401A Edit text

CUFWRT402A Write extended stories

BSB40110 Certificate IV in Legal Services

Modification History

Not applicable.

Description

Descriptor

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base to provide support in a range of legal service settings. They apply solutions to a range of unpredictable problems, and analyse and evaluate information from a variety of sources.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

legal assistant

legal secretary

legal support officer

assistant paralegal.

Pathways Information

Qualification pathways

Entry requirements

There are no entry requirements for this qualification.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

after achieving BSB31007 Certificate III in Business Administration (Legal) or other relevant qualifications

OR

providing evidence of the completion of all units of competency required for BSB31007 Certificate III in Business Administration (Legal) or other relevant qualifications; with evidence of competency in BSBITU307A Develop keyboarding speed and accuracy being mandatory

OR

with some vocational experience working in a range of business settings in support roles without a formal qualification.

Pathways from the qualification

After achieving BSB40110 Certificate IV in Legal Services, candidates may undertake:

BSB50110 Diploma of Legal Services or a range of other qualifications at diploma level.

Licensing/Regulatory Information

Licensing, legislative, regulatory or certification considerations

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

Not applicable.

Employability Skills Summary

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY
BSB40110 Certificate IV in Legal Services The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill	Industry/enterprise requirements for this qualification include:
Communication	communicating ideas and arguments logically and discretely communicating with legal practitioners and clients using clear, sequential instructions and strategies to confirm and clarify understanding using legal terminology, and reading and interpreting legal documents
Teamwork	promoting teamwork and providing assistance to co-workers working under the instruction of a legal practitioner
Problem-solving	identifying gaps, irregularities and uncertainties in information and following standard resolution procedures using discretion and judgement, and working within codes of conduct
Initiative and enterprise	researching and locating information suggesting improvements, and designing and structuring documents
Planning and organising	arranging documents and exhibits to support litigators keeping paperwork up-to-date and organising information planning and prioritising work
Self-management	conducting business according to organisational goals, values and standards following confidentiality, security and discretion procedures working within accepted codes of conduct, resolving conflicts of interest and behaving with honesty and integrity working within own scope of responsibility
Learning	extending understanding of legal terminology giving instructions to others that are clear and have adequate explanation identifying and addressing own additional skill requirements
Technology	selecting and using: business technology, such as email, websites, voice mail, audio cassettes, computers and software online services to communicate, research and report

Packaging Rules

Packaging Rules Total number of units = 12 8 core units plus 4 elective units The 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 1 elective unit may be selected from either a Certificate III or Diploma qualification. Elective units must be relevant to the work outcome, local industry requirements and the qualification level. Core units BSBCMM402A Implement effective communication strategies BSBCOM406A Conduct work within a compliance framework BSBLEG413A Identify and apply the legal framework BSBLEG414A Establish and maintain a file in legal services BSBLEG418A Produce complex legal documents BSBLEG415A Apply the principles of contract law BSBLEG416A Apply the principles of the law of torts BSBRES404A Research legal information using primary sources Elective units BSBINN501A Establish systems that support innovation BSBINN502A Build and sustain an innovative work environment BSBLEG403B Maintain trust accounts BSBLEG417A Apply the principles of evidence law BSBSUS201A Participate in environmentally sustainable work practices BSBSUS301A Implement and monitor environmentally sustainable work practices

BSB40212 Certificate IV in Business

Modification History

Release	Comments
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB40207 Certificate IV in Business. Updated Core Unit: BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of individuals who use welldeveloped skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job roles

Administrator

Project Officer.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification/s

OR

with vocational experience assisting in a range of environments providing administrative or operational support to individuals and/or teams but without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Clerk

Customer Service Advisor

Clerk

E-business Practitioner

Legal Receptionist

Medical Receptionist

Office Administration Assistant

Student Services Officer

Word Processing Operator.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

a range of Diploma level qualifications within the BSB07 Business Services Training Package, or other Training Packages.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with business contacts and team members to promote products and services, give and receive feedback, and negotiate effectively to address conflicts reading, interpreting, writing and presenting reports
Teamwork	supporting team members in developing skills and knowledge relating to products and services working within own role to support team activities
Problem-solving	finding, analysing and interpreting data which may be incomplete or have discrepancies making decisions to complete tasks in a time efficient manner
Initiative and enterprise	contributing to strategic direction of enterprise identifying learning opportunities to improve work practices
Planning and organising	organising information relating to products and/or services into databases organising resources, equipment and time lines planning for contingencies
Self-management	evaluating own performance and identifying areas for improvement managing time to independently complete tasks
Learning	participating in professional networks and associations to obtain and maintain knowledge and skills
Technology	using business technology such as the internet and mobile phones to communicate with other people using business technology to collect, analyse and provide information

Packaging Rules

Total number of units = 10

1 core unit plus

9 elective units

5 elective units must be selected from the elective units listed below.

The remaining 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Where the packaging of this qualification meets the rules of a specialist qualification at this level, then the specialist qualification and not the generic qualification must be awarded.

Core units

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Elective units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

Continuity

BSBCON401A Work effectively in a business continuity context

EBusiness

BSBEBU401A Review and maintain a website

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM405B Organise meetings

BSBADM409A Coordinate business resources

Innovation

BSBINN301A Promote innovation in a team environment

Intellectual Property

BSBIPR401A Use and respect copyright

BSBIPR402A Protect and use new inventions and innovations

BSBIPR403A Protect and use brands and business identity

BSBIPR404A Protect and use innovative designs

BSBIPR405A Protect and use intangible assets in small business

Interpersonal Communication

BSBCMM401A Make a presentation

IT Analysis and Design

BSBITA401A Design databases

IT Support

BSBITS401B Maintain business technology

IT Use

BSBITU401A Design and develop complex text documents

BSBITU402A Develop and use complex spreadsheets

BSBITU404A Produce complex desktop published documents

Learning and Development

BSBLED401A Develop teams and individuals

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Project Management

BSBPMG522A Undertake project work

Recordkeeping

BSBRKG402B Provide information from and about records

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Writing

BSBWRT401A Write complex documents

BSB40312 Certificate IV in Customer Contact

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Training Package Version 8.1. Replaces and is equivalent to BSB40312 Certificate IV in Customer Contact - updated elective units with the most current equivalent unit.
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Elective units: BSBHRM402A replaced with BSBHRM405A BSBPMG404A Apply quality management techniques replaced with BSBPMG411A Apply project quality management techniques BSBPMG407A Apply risk management techniques replaced with BSBPMG415A Apply project risk management techniques BSBPMG510A replaced with BSBPMG522A.
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB40311 Certificate IV in Customer Contact. Updated Core Unit: BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.

Candidates undertaking this qualification require sound communication and interpersonal skills.

They may provide technical advice and support to a team.

Job roles

Possible job roles relevant to this qualification include:

contact centre team leader

quality assurance coordinator

customer contact coach

analyst

scheduler

complex enquiry customer contact operator.

Pathways Information

Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB30211 Certificate III in Customer Contact or other relevant qualifications

vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification

BSB50311 Diploma of Customer Contact or a range of other Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with team members and management to ensure open communication channels and to clarify issues resolving conflict and disputes in the work team
Teamwork	being a role model for other team members consulting and developing objectives with the work team
Problem-solving	developing risk management approaches developing techniques to address faults and inefficiencies
Initiative and enterprise	identifying and developing opportunities for improved work practices
Planning and organising	monitoring and adjusting operational performance by producing shortterm plans, planning and acquiring resources and reporting on performance preparing work plans and budgets
Self-management	actively seeking feedback on own performance from clients and colleagues prioritising tasks
Learning	coaching and mentoring colleagues and team members to support the introduction of change
Technology	using business technology such as computer programs and telecommunications to collect and manage information

Packaging Rules

Packaging Rules

Total number of units = 13

3 core units plus

10 elective units of which:

4 units must be from Group A elective units below

the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

up to 2 units may be from a Certificate III level qualification.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

BSBCUS401B Coordinate implementation of customer service strategies

BSBLED401A Develop teams and individuals

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet	legislative requirements

Elective units

Group A

BSBCCO403A Schedule customer contact activity

BSBCCO404A Collect, analyse and record information

BSBCCO405A Survey stakeholders to gather and record information

BSBCCO406A Run a multicentre

BSBCCO407A Administer customer contact technology

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

BSBMGT401A Show leadership in the workplace

BSBMKG402B Analyse consumer behaviour for specific markets

BSBWOR403A Manage stress in the workplace

Group B

BSBCOM401B Organise and monitor the operation of compliance management system

BSBCOM402B Implement processes for the management of a breach in compliance requirements

BSBCOM403B Provide education and training on compliance requirements and systems

BSBCOM404B Promote and liaise on compliance requirements, systems and related issues

BSBHRM405A Support the recruitment, selection and induction of staff

BSBINM401A Implement workplace information system

BSBINN301A Promote innovation in a team environment

BSBLED501A Develop a workplace learning environment

BSBMGT402A Implement operational plan

BSBMGT403A Implement continuous improvement

BSBMGT405A Provide personal leadership

BSBPMG411A Apply project quality management techniques

BSBPMG415A Apply project risk management techniques

BSBPMG522A Undertake project work

BSBSLS501A Develop a sales plan

BSBSLS502A Lead and manage a sales team

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBWOR401A Establish effective workplace relationships

CHCINF505D Meet statutory and organisation information requirements

CHCPOL403C Undertake research activities

ICASAS305A Provide IT advice to clients

BSB40407 Certificate IV in Small Business Management

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Elective unit FNSACCT407B replaced with FNSACC406A. SIRXQUA002A included as an elective unit. Outdated advice removed Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBSMB405A now BSBSMB405B
Release 1	Initial release.

Description

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of small business contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others, and have responsibility for the output of others.

Job roles

Small Business Manager.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at certificate level, including:

with personal or vocational experience in a specific industry

with vocational experience in a specific industry and an industry specific qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake a qualification in a specialist area within this Training Package such as marketing, management, human resources.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	being appropriately assertive when marketing the business negotiating effectively persuading effectively with clients, suppliers, financial backers and other business stakeholders reading, interpreting and questioning legal, financial, marketing and other business documentation
Teamwork	identifying and utilising the strengths of other team members providing coaching, mentoring and feedback to members of the team
Problem-solving	applying a range of problem solving strategies seeking information from various sources to determine the cause of the problem using numeracy skills to calculate costs, prices and cash flow projections
Initiative and enterprise	being creative and entrepreneurial in translating small business ideas into action developing innovative solutions to small business challenges identifying small business opportunities not obvious to others
Planning and organising	developing a business plan developing operational procedures for the small business identifying performance measures for the small business planning for contingencies
Self-management	having personal goals and a vision for the small business taking personal responsibility for the business
Learning	contributing to the learning of team members seeking assistance and expert advice on financial, legal and/or technical aspects of the business seeking out and learning new ideas, skills and techniques
Technology	applying business technology for communication, planning, financial management, marketing and operating the business comparing and purchasing new business technology

Packaging Rules

Total number of units = 10

4 core units plus

6 elective units

The 6 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 elective unit may be selected from a Certificate III or Diploma qualification.

Electives must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

Small and Micro Business

BSBSMB401A Establish legal and risk management requirements of small business

BSBSMB402A Plan small business finances

BSBSMB403A Market the small business

BSBSMB404A Undertake small business planning

Elective units

Creative Thinking

BSBCRT501A Originate and develop concepts

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

EBusiness

BSBEBU401A Review and maintain a website

Financial Administration

BSBFIA402A Report on financial activity

Franchising

BSBFRA401B Manage compliance with franchisee obligations and legislative requirements

Innovation

BSBINN301A Promote innovation in a team environment

Intellectual Property

BSBIPR405A Protect and use intangible assets in small business

International Business

BSBINT303B Organise the importing and exporting of goods

Management

BSBMGT404A Lead and facilitate offsite staff

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Project Management

BSBPMG522A Undertake project work

Relationship Management

BSBREL401A Establish networks

BSBREL402A Build client relationships and business networks

Research

BSBRES401A Analyse and present research information

Small and Micro Business

BSBSMB405B Monitor and manage small business operations

BSBSMB406A Manage small business finances

BSBSMB407A Manage a small team

BSBSMB408B Manage personal, family, cultural and business obligations

BSBSMB409A Build and maintain relationships with small business stakeholders

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Imported Units

FNSACC406A Set up and operate a computerised accounting system

PSPGOV407B Provide a quotation

SIRXQUA002A Lead a team to foster innovation

BSB40507 Certificate IV in Business Administration

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBITS401A now BSBITS401B
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who use well-developed administrative skills and a broad knowledge base in a wide variety of administrative contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job roles

Accounts Supervisor

Executive Personal Assistant

Office Administrator

Project Assistant.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30412 Certificate III in Business Administration or other relevant qualification/s

OR

vocational experience in providing administrative or operational support to individuals and/or teams but without a formal business administration qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Receivable Clerk

Accounts Payable Clerk

Clerk

Data Entry Operator

Junior Personal Assistant

Medical Records Officer

Receptionist

Office Administration Assistant

Office Administrator

Word Processing Operator.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB50407 Diploma of Business Administration.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with colleagues and customers to gather information about their needs and to provide services listening to and following complex oral instructions proofreading and editing writing clear and detailed instructions
Teamwork	agreeing on the purpose and structure of documents, spreadsheets and databases with colleagues and clients collecting feedback from customers and colleagues coordinating and consulting with meeting participants referring queries to colleagues
Problem-solving	analysing document requirements and using online help, manuals and user documentation determining appropriate strategies to respond to user requests diagnosing customer service complaints and taking steps to improve the service making decisions about classification and storage of records
Initiative and enterprise	designing complex documents, databases and spreadsheets evaluating tasks to improve efficiency suggesting improvements to the structure and design of existing systems
Planning and organising	organising resources, equipment and time lines organising work schedules and meetings planning future business technology requirements planning task organisation to meet time lines
Self-management	evaluating own performance and identifying areas for improvement managing time and ensuring ergonomic requirements are met planning and reviewing own work using judgement and discretion with confidential information
Learning	actively participating in coaching and mentoring sessions to improve standards of service provision attending training/induction in the use of administrative systems
Technology	maintaining existing business technology and planning for future requirements using business technology such as computers, word processing programs and printers

Packaging Rules

Total number of units = 10

10 elective units

5 elective units must be selected from the Group A units listed below.

The remaining 5 elective units may be selected from the Group A or Group B unit listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 elective unit may be selected from either a Certificate III or Diploma qualification.

BSBITU307A Develop keyboarding speed and accuracy cannot be selected as an elective unit for this qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Elective units

Group A units

Financial Administration

BSBFIA401A Prepare financial reports

General Administration

BSBADM401B Produce complex texts from shorthand notes

BSBADM405B Organise meetings

BSBADM406B Organise business travel

BSBADM411A Produce complex texts from audio transcription

Information Management

BSBINM401A Implement workplace information system

IT Analysis and Design

BSBITA401A Design databases

IT Use

BSBITU401A Design and develop complex text documents

BSBITU402A Develop and use complex spreadsheets

BSBITU404A Produce complex desktop published documents

Writing

BSBWRT401A Write complex documents

Group B units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

EBusiness

BSBEBU401A Review and maintain a website

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM407B Administer projects

BSBADM409A Coordinate business resources

Innovation

BSBINN301A Promote innovation in a team environment

Interpersonal Communication

BSBCMM401A Make a presentation

IT Support

BSBITS401B Maintain business technology

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Medical Services Administration

BSBMED401B Manage patient record keeping system

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSB40610 Certificate IV in Business Sales

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Codes of some units have been updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who use well-developed business sales skills and a broad knowledge base in a wide variety of business sales contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others and have limited responsibility for the output of others, however they typically report to a more senior business sales practitioner.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

sales account assistant

sales agent

sales representative.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification

or

with vocational experience in assisting sales team leaders, supervisors or managers to conduct sales activities but without a formal sales qualification.

Pathways from the qualification

BSB51207 Diploma of Marketing or a range of other Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	being appropriately assertive with clients and client representatives establishing and using appropriate formal or informal business networks establishing rapport and relationships with client and client representatives using gestures, posture, body language, facial expressions and voice to create a supportive selling environment
Teamwork	identifying and using the strengths of other sales team members to promote the attainment of sales objectives working as an individual or as part of a sales team to conduct sales activities and to support other team members in achieving sales targets and objectives
Problem-solving	identifying and addressing reasons for potential buyer reluctance to purchase refining the system of recording prospect information based on an evaluation
Initiative and enterprise	identifying and presenting options for cross-selling or up-selling using initiative to develop sales prospects and lists of potential buyers
Planning and organising	collecting the names of potential buyers likely to be interested in purchasing a product or service pipelining and planning sales activities to identify sales solutions and prospects securing sales prospects and supporting post-sale activities
Self-management	establishing an individualised sales plan managing stress, time and sales-related paperwork effectively
Learning	acquiring knowledge of products or services obtaining feedback on the sales process and product or service satisfaction from customers
Technology	using business technology to process orders using the internet to obtain product information

Packaging Rules

Total number of units = 10

4 core units plus

6 elective units

4 elective units must be selected from the elective units listed below.

2 elective units may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Certificate III or Diploma level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBPRO401A Develop product knowledge

BSBREL402A Build client relationships and business networks

BSBSLS407A Identify and plan sales prospects

BSBSLS408A Present, secure and support sales solutions

Elective units

Customer service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

Financial administration

BSBFIA402A Report on financial activity

General administration

BSBADM405B Organise meetings

BSBADM406B Organise business travel

BSBADM409A Coordinate business resources

International business

BSBINT401B Research international business opportunities

Interpersonal communication

BSBCMM401A Make a presentation

IT use

BSBITU301A Create and use databases

BSBITU402A Develop and use complex spreadsheets

Marketing

BSBMKG401B Profile the market

BSBMKG402B Analyse consumer behaviour for specific markets

BSBMKG408B Conduct market research

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

BSBMKG415A Research international markets

BSBMKG416A Market goods and services internationally

Work health and safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Relationship management

BSBREL401A Establish networks

BSBREL403A Implement international client relationship strategies

Research

BSBRES401A Analyse and present research information

Sales

BSBSLS501A Develop a sales plan

BSBSLS502A Lead and manage a sales team

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace effectiveness

BSBWOR401A Establish effective workplace relationships

BSBWOR402A Promote team effectiveness

Imported units

FNSSAM402A Implement a sales plan

BSB40707 Certificate IV in Franchising

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBITS401A now BSBITS401B
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who apply welldeveloped skills and a broad knowledge base in relation to the franchising industry. They may act as a franchisee in any industry area and have managerial responsibilities for the franchise and the relationship with a franchisor.

Job roles

Franchisee – of one or more sites of a franchise operation within any industry sector.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification/s

OR

with vocational experience in small business, management or industry but without formal business qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Clerk

Customer Service Advisor

Import/Export Clerk

Office Administrator.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may wish to undertake:

BSB50507 Diploma of Franchising

BSB51107 Diploma of Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating the organisation’s business practices systems and processes to individuals and teams negotiating and resolving disputes with franchisors
Teamwork	forming networks of franchisees to inform best practice using systems and strategies to actively encourage the team to conduct franchise business processes
Problem-solving	developing strategies for compliance with franchisee obligations and legislative requirements solving problems and disputes arising in the course of business operations and with franchisors
Initiative and enterprise	exercising initiative to contribute to continuous improvement generating a range of options to overcome common operational difficulties
Planning and organising	developing a financial plan to support business viability planning for the management of a multiple site franchise by implementing and monitoring the plan
Self-management	obtaining feedback on work performance and development planning own work schedules
Learning	completing training on meeting franchisee requirements such as first aid, occupational health and safety, food handling mentoring and coaching individuals and teams in continuous improvement processes
Technology	using computer systems and telecommunications devices to meet business needs and to compile activity and financial reports

Packaging Rules

Total number of units = 10

3 core units plus

7 elective units

At least 5 elective units must be selected from the elective units listed below.

The remaining 2 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBFRA401B Manage compliance with franchisee obligations and legislative requirements

BSBFRA402B Establish a franchise

BSBFRA403B Manage relationship with franchisor

Elective units

Creative Thinking

BSBCRT501A Originate and develop concepts

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

Financial Administration

BSBFIA402A Report on financial activity

Franchising

BSBFRA301B Work within a franchise

BSBFRA404B Manage a multiple site franchise

General Administration

BSBADM409A Coordinate business resources

Intellectual Property

BSBIPR405A Protect and use intangible assets in small business

Interpersonal Communication

BSBCMM401A Make a presentation

IT Support

BSBITS401B Maintain business technology

IT Use

BSBITU401A Design and develop complex text documents

Learning and Development

BSBLED401A Develop teams and individuals

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Writing

BSBWRT401A Write complex documents

BSB40812 Certificate IV in Frontline Management

Modification History

Release	Comments
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB40807 Certificate IV in Frontline Management. Updated Core Unit: BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of individuals who take the first line of management in a wide range of organisational and industry contexts. They may have existing qualifications and technical skills in any given vocation or profession, yet require skills or recognition in supervisory functions. Typically they would report to a manager.

At this level frontline managers provide leadership and guidance to others and take responsibility for the effective functioning and performance of the team and its work outcomes.

Job roles

Coordinator

Leading Hand

Supervisor

Team Leader.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualifications

OR

with vocational experience in a supervisory role but no formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Clerk

Customer Service Advisor

Import/Export Clerk

Office Administrator

Student Services Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB51107 Diploma of Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with team members and management to ensure open communication channels and to clarify issues resolving conflict and disputes in the work team
Teamwork	being a role model for other team members consulting and developing objectives with the work team
Problem-solving	developing risk management approaches developing techniques to address faults and inefficiencies
Initiative and enterprise	identifying and developing opportunities for improved work practices
Planning and organising	monitoring and adjusting operational performance by producing shortterm plans, planning and acquiring resources and reporting on performance preparing work plans and budgets
Self-management	actively seeking feedback on own performance from clients and colleagues prioritising tasks
Learning	coaching and mentoring colleagues and team members to support the introduction of change
Technology	using business technology such as computer programs and telecommunications to collect and manage information

Packaging Rules

Total number of units = 10

4 core units plus

6 elective units

At least 3 of the elective units must be selected from the elective units listed below.

The remaining 3 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

BSBWOR402A Promote team effectiveness

Elective units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM409A Coordinate business resources

Information Management

BSBINM401A Implement workplace information system

Innovation

BSBINN301A Promote innovation in a team environment

Interpersonal Communication

BSBCMM401A Make a presentation

IT Support

BSBITS401B Maintain business technology

Learning and Development

BSBLED401A Develop teams and individuals

Management

BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate offsite staff

Marketing

BSBMKG413A Promote products and services

Project Management

BSBPMG522A Undertake project work

Relationship Management

BSBREL401A Establish networks

BSBREL402A Build client relationships and business networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

BSBWOR401A Establish effective workplace relationships

BSBWOR404B Develop work priorities

Writing

BSBWRT401A Write complex documents

BSB40907 Certificate IV in Governance

Modification History

Release	Comments
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG408A Apply contract and procurement procedures replaced with BSBPMG416A Apply project procurement procedures.
Release 1	Initial release.

Description

This qualification reflects the role of individuals who undertake the responsibilities required of a member of a Board of governance of an organisation. They would apply a broad knowledge of the business or core functions of organisations and contribute their skills and knowledge to monitoring and guiding the activities of the organisation at a Board level. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job Roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

Board Member

Coordinator of Quality Governance.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30107 Certificate III in Business or other relevant qualification/s

OR

providing evidence of competency in the majority of units required for the BSB30107 Certificate III in Business or other relevant qualification/s

OR

with some vocational experience in a range of environments working with boards of governance, but with no formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Clerk

Customer Service Advisor

Import/Export Clerk

Legal Secretary

Office Administrator

Secretary.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving the BSB40907 Certificate IV in Governance, candidates may undertake a range of Diploma qualifications in the BSB07 Business Services Training Package or other currently endorsed national Training Packages.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	networking and negotiating with relevant persons providing information to stakeholders about the organisation’s activities and Board decisions
Teamwork	encouraging a team approach where individuals’ contributions are recognised and documented identifying people and delegating authority to relevant team members supporting participation in decision making
Problem-solving	seeking clarification of clauses in the constitution from experts
Initiative and enterprise	designing the process for the development of policy questioning outcomes and actions of financial reports
Planning and organising	planning regular community forums setting directions for the future of the organisation
Self-management	adhering to the operational structure of the Board and performing duties as per the job description modelling respect for the organisation’s culture and values
Learning	promoting and encouraging an environment which allows people to enhance their skills and knowledge transferring competency to other situations
Technology	using technology for communication, time scheduling, planning, financial management and asset management

Packaging Rules

Total number of units = 10

3 core units plus

7 elective units suggest

At least 4 of the elective units must be selected from the elective units listed below.

The remaining 3 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages must not duplicate units selected from or available within the BSB07 Business Services Training Package.

Core units

Governance

BSBGOV401A Implement Board member responsibilities

BSBGOV402A Work within organisational structure

BSBGOV403A Analyse financial reports and budgets

Elective units

Diversity

BSBDIV301A Work effectively with diversity

General Administration

BSBADM502B Manage meetings

Project Management

BSBPMG416A Apply project procurement procedures

Relationship Management

BSBREL401A Establish networks

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Small and Micro Business

BSBSMB305A Comply with regulatory, taxation and insurance requirements for the micro business

BSBSMB404A Undertake small business planning

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Writing

BSBWRT401A Write complex documents

BSB41013 Certificate IV in Human Resources

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0.

Description

This qualification reflects the role of individuals who work in a range of support positions in human resources management. In smaller companies they may work across all human resources functional areas and in larger companies they may be assigned responsibilities in units or business areas focused on discrete human resources functions, such as remuneration, workforce planning or human resources information systems.

Job roles

Human resources assistant

Human resources coordinator

Human resources administrator

Human resources officer

Payroll officer

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualifications

OR

with relevant vocational experience.

Examples of indicative job roles for candidates seeking entry based on their vocational experience include:

Administration officer

Executive personal assistant

Human resources clerk

Human resources officer

Office administrator

Project assistant

Recruitment officer.

Pathways from the qualification

BSB50207 Diploma of Business

BSB50613 Diploma of Human Resources Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	using communication to develop and maintain effective work relationships and networks using negotiation and conflict-management skills to resolve issues
Teamwork	actively encouraging consultation and cooperation on human resources initiatives motivating, mentoring, coaching and developing staff
Problem-solving	identifying and analysing industrial relations issues and methods to attract job applicants assisting managers to address performance-management issues implementing processes to resolve issues raised by coworkers
Initiative and enterprise	seeking and valuing contributions to develop and refine new ideas and approaches
Planning and organising	gathering, organising and presenting workplace information scheduling interviews and coordinating selection processes
Self-management	ensuring that key tasks are undertaken to support organisational timeframes for human resources strategies, such as performance appraisal planning own work, including predicting consequences and identifying improvements
Learning	participating in professional networks and associations to obtain and maintain skills and knowledge
Technology	selecting and using a range of functions in a computer application using business technology to produce reports

Packaging Rules

Total number of units = 10

6 core units plus

4 elective units, of which:

at least 2 units must be from the elective units listed below

up to 2 units may be from an accredited course or any endorsed Training Package at Certificate III level or above.

Elective units chosen must be relevant to the work outcome and industry context for human resources.

Core units

BSBHRM403B Support performance-management processes

BSBHRM404A Review human resources functions

BSBHRM405A Support the recruitment, selection and induction of staff

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

BSBWOR401A Establish effective workplace relationships

BSBWRK411A Support employee and industrial relations procedures

Elective units

BSBADM405B Organise meetings

BSBCMM401A Make a presentation

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

BSBEMS401B Develop and implement business development strategies to expand client base

BSBEMS402B Develop and implement strategies to source and assess candidates

BSBEMS403B Develop and provide employment management services to candidates

BSBEMS404B Manage the recruitment process for client organisations

BSBFIA302A Process payroll

BSBFIA402A Report on financial activity

BSBINM401A Implement workplace information system

BSBINN301A Promote innovation in a team environment

BSBITU304A Produce spreadsheets

BSBITU401A Design and develop complex text documents

BSBITU402A Develop and use complex spreadsheets

BSBITU404A Produce complex desktop published documents

BSBLED401A Develop teams and individuals

BSBREL401A Establish networks

BSBRES401A Analyse and present research information

BSBRKG404A Monitor and maintain records in an online environment

BSBRSK401A Identify risk and apply risk management processes

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBWOR402A Promote team effectiveness

BSBWRT401 Write complex documents

TAEDEL301A Provide work skill instruction

BSB41107 Certificate IV in International Trade

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification released with BSB07 Business Services Training Package version 6.0. Change to packaging rules to include "The remaining 3 elective units may be selected from the remaining Group A or Group B units". Outdated advice removed. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBCUS403A now BSBCUS403B BSBITS401A now BSBITS401B
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who use well-developed international trade skills and a broad knowledge base in a wide variety of international trade contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others, however they typically report to a more senior international trade/business practitioner.

Job roles

Export Customer Service Coordinator

Exporter

Importer

Trade Coordinator.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30612 Certificate III in International Trade or other relevant qualifications

OR

with vocational experience in assisting international trade/business team leaders, supervisors or managers to conduct international trade/business activities but without formal international trade qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Export Clerk

Import Clerk

Import/Export Clerk.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB50807 Diploma of International Business.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with parties, agents, suppliers and customers to ensure business is transacted in an efficient manner using negotiation skills to obtain new client orders or prices
Teamwork	consulting with teams and individuals to allocate resources planning and implementing team activities to meet customer needs
Problem-solving	using procedures to resolve customer difficulties and complaints utilising risk management processes to minimise potential adverse impacts and to maintain continuity of operations
Initiative and enterprise	adapting to new and emerging trends and changes in the international business environment generating a range of continuous improvement suggestions to improve workplace policies and procedures
Planning and organising	scheduling shipments so they depart and arrive within clients’ required time lines developing project plans including time lines, task breakdowns, roles and responsibilities
Self-management	recognising the limitations of own experience and knowledge of international conventions, laws and finance and seeking advice from more experienced people where appropriate working with attention to detail, thoroughness, accuracy and speed
Learning	maintaining currency of knowledge and skills of international conventions, laws and finance reflecting on own performance and analysing how it could be improved in the future
Technology	using computerbased search technologies to locate learning resources and opportunities using computerbased software such as word processing and spreadsheets to organise resources

Packaging Rules

Total number of units = 10

10 elective units

4 elective units must be selected from the Group A units listed below.

3 elective units must be selected from the Group B units listed below.

The remaining 3 elective units may be selected from the remaining Group A or Group B units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Group A units

Compliance

BSBCOM405A Promote compliance with legislation

International Business

BSBINT401B Research international business opportunities

BSBINT405B Apply knowledge of import and export international conventions, laws and finance

BSBINT407B Prepare business advice on export Free on Board Value

BSBINT408B Prepare business advice on the taxes and duties for international trade transactions

BSBINT409B Plan for international trade

Marketing

BSBMKG415A Research international markets

BSBMKG416A Market goods and services internationally

Relationship Management

BSBREL403A Implement international client relationship strategies

Group B units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM409A Coordinate business resources

Information Management

BSBINM401A Implement workplace information system

Interpersonal Communication

BSBCMM401A Make a presentation

IT Support

BSBITS401B Maintain business technology

IT Use

BSBITU401A Design and develop complex text documents

Learning and Development

BSBLED401A Develop teams and individuals

Management

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate offsite staff

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

BSBWOR401A Establish effective workplace relationships

BSBWOR402A Promote team effectiveness

Writing

BSBWRT401A Write complex documents

BSB41307 Certificate IV in Marketing

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	Qualification updated in BSB07 Business Services Training Package version 6.0. Codes of some units have been updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who use well-developed marketing skills and a broad knowledge base in a wide variety of marketing contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others, however they typically report to a more senior marketing practitioner.

Depending on the units selected to form the qualification, candidates may complete a generic marketing qualification or specialise in direct marketing, public relations or international marketing.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

direct marketing officer

market research assistant

marketing coordinator

marketing officer

public relations officer.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification

or

with vocational experience in assisting marketing team leaders, supervisors or managers to conduct marketing communication activities but without formal marketing qualifications.

Pathways from the qualification

BSB51207 Diploma of Marketing or a range of Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	conducting marketing communications for a variety of target markets or audiences making a presentation to clients or a group of colleagues
Teamwork	working with team members to complete marketing communication activities working with team members to identify and allocate business resources
Problem-solving	diagnosing problems in the allocation and use of business resources taking action to resolve issues arising when conducting work activities
Initiative and enterprise	collecting information and market intelligence on expected market growth areas identifying, evaluating and suggesting marketing opportunities
Planning and organising	planning and implementing strategies to improve client relationships planning promotional activities, such as product launches
Self-management	managing own time to ensure targets are met
Learning	maintaining knowledge of products and services participating in ongoing professional development activities
Technology	using a computer-based program to develop an audiovisual presentation selecting and using business technology suitable for a task

Packaging Rules

Total number of units = 10

4 core units plus

6 elective units

3 of the elective units must be selected from the elective units listed below.

3 elective units may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBCMM401A Make a presentation

BSBMKG401B Profile the market

BSBMKG402B Analyse consumer behaviour for specific markets

BSBMKG408B Conduct market research

Elective units

Advertising

BSBADV405A Perform media calculations

Customer service

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

E-business

BSBEBU401A Review and maintain a website

Financial management

BSBFIM501A Manage budgets and financial plans

International business

BSBINT401B Research international business opportunities

IT analysis and design

BSBITA401A Design databases

IT use

BSBITU301A Create and use databases

Marketing

BSBMKG409A Design direct response offers

BSBMKG410A Test direct marketing activities

BSBMKG411A Analyse direct marketing databases

BSBMKG412A Conduct e-marketing communications

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

BSBMKG415A Research international markets

BSBMKG416A Market goods and services internationally

Work health and safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Product skills and advice

BSBPRO401A Develop product knowledge

Public relations

BSBPUB401A Develop and apply knowledge of public relations industry

BSBPUB402A Develop public relations campaigns

BSBPUB403A Develop public relations documents

Relationship management

BSBREL401A Establish networks

BSBREL402A Build client relationships and business networks

Research

BSBRES401A Analyse and present research information

Risk management

BSBRSK401A Identify risk and apply risk management processes

Sales

BSBSLS407A Identify and plan sales prospects

BSBSLS408A Present, secure and support sales solutions

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace effectiveness

BSBWOR401A Establish effective workplace relationships

Writing

BSBWRT401A Write complex documents

BSB41412 Certificate IV in Work Health and Safety

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Training Package Version 8.1 Typographical error - BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB41407 Certificate IV in Occupational Health and Safety. Total number of units increased from 9 to 10. BSB41407 is an elective only model, BSB41412 is a core plus elective model.

Description

This qualification is suitable for people working in a work health and safety (WHS) role who may or may not work under supervision. They may provide leadership and guidance to others and have some limited responsibility for the output of others.

The qualification reflects the role of workers who apply a broad knowledge base and well-developed skills in a wide variety of contexts and may include coordinators, advisors and facilitators.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates entering this qualification include:

BSB30712 Certificate III in Work Health and Safety or other relevant Certificate III qualifications

OR

vocational experience in work health and safety roles without a formal qualification.

Pathways from the qualification

BSB51312 Diploma of Work Health and Safety.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	communicating and explaining measurement and evaluation to others and facilitating their contributions communicating and explaining the work health and safety management system (WHSMS) plan to others in relation to their roles and responsibilities, and facilitating their contribution to implementation of the plan
Teamwork	assisting investigators and providing relevant information during investigations assisting with obtaining information from those involved regarding actions and events leading up to, or occurring during or after an incident
Problem-solving	applying knowledge of risk assessment to contribute to the selection of risk-assessment techniques, tools and processes for common hazards contributing to the identification and assessment of barriers to the implementation and effectiveness of work health and safety (WHS) consultation and participation processes
Initiative and enterprise	contacting responsible persons and relevant authorities when required establishing and building relationships
Planning and organising	contributing to setting up and running WHS consultation and participation processes sequencing tasks, meeting timelines and running efficient and effective meetings
Self-management	applying WHS policy to own and others' work areas and job roles contributing to the implementation of the WHS policy as it applies to own work area and job role
Learning	identifying training requirements necessary for effective WHS consultation and participation processes providing training to meet legal and other requirements
Technology	contributing to measurement and evaluation as it applies to own work area and job role using a range of software and communication media

Packaging Rules

Total number of units = 10

5 core units plus

5 elective units of which:

at least 3 units must be from Group A below

the remaining units may be from:

Group A or Group B below

any currently endorsed Training Package or accredited course at the same qualification level or, if not listed below, 1 elective unit may be selected from a Certificate III or a Diploma.

The elective units chosen must be relevant to the work outcome and meet industry needs.

Core units

BSBWHS402A Assist with compliance with WHS laws

BSBWHS403A Contribute to implementing and maintaining WHS consultation and participation processes

BSBWHS404A Contribute to WHS hazard identification, risk assessment and risk control

BSBWHS405A Contribute to implementing and maintaining WHS management systems

BSBWHS406A Assist with responding to incidents

Elective units

Group A

BSBCMM401A Make a presentation

BSBPMG522A Undertake project work

BSBRES401A Analyse and present research information

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBWHS407A Assist with claims management, rehabilitation and return-to-work programs

BSBWHS408A Assist with effective WHS management of contractors

BSBWHS409A Assist with workplace monitoring processes

BSBWHS410A Contribute to work-related health and safety measures and initiatives

PUAWER002B Ensure workplace emergency prevention procedures, systems and processes are implemented

Group B

BSBINN301A Promote innovation in a team environment

BSBMGT401A Show leadership in the workplace

BSBMGT403A Implement continuous improvement

BSBWRT401A Write complex documents

TAEASS301B Contribute to assessment

TAEDEL301A Provide work skill instruction

BSB41513 Certificate IV in Project Management Practice

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0.

Description

This qualification reflects the role of individuals who identify and apply project management skills and knowledge in a wide variety of contexts. They may be members of a project team but with no direct responsibility for the overall project outcomes. They support project operations in one or more roles and under direction may also use project tools and methodologies selectively to support organisational or business activities. They take responsibility for their own outputs in terms of organisational and project quality requirements, and may have limited responsibility for the output of others.

Job roles

Communications liaison

Contracts officer

Estimator and scheduler

Project administrator

Project analyst

Project assistant

Project coordinator

Project officer

Project records officer

Project support

Project team member

Quality officer

Small business operator.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification

OR

vocational experience in project-based work.

Pathways from the qualification

After achieving this qualification candidates may, in order to progress into project management, undertake:

BSB51413 Diploma of Project Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	assisting the project team to plan communications, facilitate information flow and review communications communicating verbally with external parties and clients participating in meetings, questioning and discussions, and making presentations
Teamwork	assisting with obtaining information from relevant sources throughout the project life cycle
Problem-solving	recommending ways to eliminate causes of unsatisfactory performance of products and processes resolving and preventing conflict in the team
Initiative and enterprise	generating a range of responses to new and emerging situations translating ideas into action and measurable outcomes
Planning and organising	planning work and project tasks for self and others tracking actual effort against the project plan
Self-management	undertaking the work in line with an agreed management plan and within delegated authority
Learning	identifying the learning and development needs of people working on the project and facilitating those needs being met
Technology	using word processing packages to produce written plans, scope definitions, report on project activities, and communicate with stakeholders

Packaging Rules

Total number of units = 9

3 core units plus

6 elective units, of which:

at least 3 units must be from Group A below

the remaining units:

may be from either Group A OR Group B

may be from any endorsed Training Package or accredited course at Certificate IV level or higher.

Elective units chosen must be relevant to the work and industry context for project practice. They must not include the choice of the unit BSBPMG522A Undertake project work.

Core units

BSBPMG409A Apply project scope-management techniques

BSBPMG410A Apply project time-management techniques

BSBPMG411A Apply project quality-management techniques

Elective units

Group A

BSBPMG412A Apply project cost-management techniques

BSBPMG413A Apply project human resources management approaches

BSBPMG414A Apply project information management and communications techniques

BSBPMG415A Apply project risk-management techniques

BSBPMG416A Apply project procurement procedures

BSBPMG417A Apply project life cycle management processes

BSBPMG418A Apply project stakeholder engagement techniques

Group B

BSBADM405B Organise meetings

BSBCCO405A Survey stakeholders to gather and record information

BSBLEG415A Apply the principles of contract law

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

CPPDSM4047A Implement and monitor procurement process

MSAENV472B Implement and monitor environmentally sustainable work practices

PSPETHC401A Uphold and support the values and principles of public service

PSPGOV422A Apply government processes

PSPPOL404A Support policy implementation

TLIE4006A Collect, analyse and present workplace data and information

BSB41607 Certificate IV in Purchasing

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBCUS403A now BSBCUS403B
Release 1	Initial release of this Qualification.

Description

This qualification is designed for individuals with responsibilities for conducting purchasing activities in an organisation. They may work in any industry or organisational setting. They may have whole of procurement life cycle responsibilities or work in specific functions such as contract management or tendering. Typically those completing this qualification would report to a purchasing manager or contract manager.

Job roles

Procurement Officer

Purchasing and Inventory Administrator

Purchasing Assistant

Purchasing Clerk

Purchasing Officer

Stock Control Officer.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification/s

OR

with vocational experience in assisting purchasing managers or coordinators to conduct purchasing activities but without formal purchasing qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Clerk

Administrative Officer

Customer Service Advisor

Personal Assistant

Small Business Assistant

Student Services Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB51507 Diploma of Purchasing.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	clarifying service needs with customers clearly communicating purchasing requirements to prospective suppliers negotiating with online service providers for the purchase of goods and services
Teamwork	negotiating and confirming requirements for online trade with suppliers working with personnel from regulatory authorities to arrange for the importation of goods
Problem-solving	dealing with irregularities when reconciling organisational and online bill paying and transaction records diagnosing problems in matching service delivery to customer needs
Initiative and enterprise	conducting research to identify sources/supplies for required products developing options for improved services to customers
Planning and organising	developing project plans including time lines, task breakdown and roles and responsibilities of team members preparing and promoting specification documentation
Self-management	behaving ethically when dealing with potential suppliers by following codes of practice for confidentiality and probity managing time to ensure work is completed on time
Learning	learning from the review of previous projects seeking assistance form senior colleagues to overcome difficulties in meeting customer service standards
Technology	using business technology such as purchasing and word processing software to conduct purchasing activities

Packaging Rules

Total number of units = 10

3 core units plus

7 elective units

5 elective units must be selected from the elective units listed below.

The remaining 2 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 elective unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBITU305A Conduct online transactions

BSBPUR401B Plan purchasing

BSBPUR402B Negotiate contracts

Elective units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM409A Coordinate business resources

IT Use

BSBITU401A Design and develop complex text documents

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Purchasing and Contracting

BSBPUR403B Conduct international purchasing

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

BSBWOR401A Establish effective workplace relationships

BSBWOR402A Promote team effectiveness

Writing

BSBWRT401A Write complex documents

Imported Units

PSPGOV406B Gather and analyse information

PSPPROC406B Procure goods and services

PSPPROC411A Plan procurement

PSPPROC412A Develop and distribute requests for offers

PSPPROC413A Select providers and develop contracts

BSB41707 Certificate IV in Recordkeeping

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBITS401A now BSBITS401B BSBRKG403B now BSBRKG403C
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who apply welldeveloped recordkeeping skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job roles

Medical Records Officer

Records and Information Officer

Records and Information Clerk.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30807 Certificate III in Recordkeeping or other relevant qualifications

OR

after achieving the Recordkeeping Skill Set within this Training Package

OR

with vocational experience in recordkeeping but without a formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Officer

Assistant Records Clerk

Assistant Registry Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB51707 Diploma of Recordkeeping.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating and documenting complex relationships consulting about and negotiating solutions for information needs preparing document specifications for managing records promoting products and services to internal and/or external clients using a high level of communication and linguistic competence
Teamwork	consulting and maximising team involvement in developing new systems and processes delegating responsibilities and networking with others relating to a diverse range of internal and external clients
Problem-solving	analysing systems and using design skills as required generating solutions to workplace information and recordkeeping needs
Initiative and enterprise	analysing systems and using design skills as required generating solutions to workplace information and recordkeeping needs
Planning and organising	accessing, analysing and evaluating information developing and validating procedures and guidelines developing contingency plans and budgets monitoring business performance and setting performance targets
Self-management	managing time and ensuring compliance with legislation and organisational policies and procedures
Learning	improving the performance of systems based on feedback maintaining knowledge of products and services
Technology	collecting and manipulating data using appropriate technology ensuring systems are appropriate for information storage, security and retrieval

Packaging Rules

Total number of units = 10

4 core units plus

6 elective units

2 elective units must be selected from the elective units listed below or from an equivalent level qualification within the BSB07 Business Services Training Package.

The remaining 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBRKG401B Review the status of a record

BSBRKG402B Provide information from and about records

BSBRKG403C Set up a business or records system for a small business

BSBRKG404A Monitor and maintain records in an online environment

Elective units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

EBusiness

BSBEBU401A Review and maintain a website

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM409A Coordinate business resources

Innovation

BSBINN301A Promote innovation in a team environment

Interpersonal Communication

BSBCMM401A Make a presentation

IT Support

BSBITS401B Maintain business technology

IT Use

BSBITU401A Design and develop complex text documents

Learning and Development

BSBLED401A Develop teams and individuals

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Medical Services Administration

BSBMED401B Manage patient record keeping system

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Project Management

BSBPMG522A Undertake project work

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness

BSBWOR402A Promote team effectiveness

Writing

BSBWRT401A Write complex documents

BSB41807 Certificate IV in Unionism and Industrial Relations

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated: BSBCUS401A now BSBCUS401B BSBCUS402A now BSBCUS402B BSBITS401A now BSBITS401B
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who use welldeveloped skills and a broad knowledge base in unionism and industrial relations in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job roles

Union Organiser

Workplace Union Representative.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB30112 Certificate III in Business or other relevant qualification/s

OR

with vocational experience in assisting workplace union representatives conduct unionism activities but without formal unionism qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Accounts Clerk

Administrative Officer

Clerk

Customer Service Advisor

Legal Secretary

Medical Secretary

Personal Assistant

Small Business Assistant

Student Services Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB51807 Diploma of Unionism and Industrial Relations.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating effectively with workers to encourage them to join the union, and to become involved in union activities and activism negotiating with employers and employees during the bargaining process providing advice to union members consistent with their literacy abilities
Teamwork	developing networks of people from diverse backgrounds to promote equality of opportunity and fair treatment working within a team to identify opportunities to empower members
Problem-solving	predicting opposing arguments in a case before a tribunal and preparing key points to address them solving workplace issues and problems individually or in teams
Initiative and enterprise	finding new ways of enabling others to shift their attitudes presenting a range of options to resolve issues between members and employers thinking laterally about problems to find new solutions
Planning and organising	planning and organising contact and discussions with workers to promote unionism preparing and presenting unfair dismissal cases before a tribunal
Self-management	being self aware to ensure all members are treated fairly modelling behaviour that supports the values of unionism and thereby encouraging confidence and belief in unionism as a way of improving workers’ lives
Learning	advising members and representatives on strategies to implement union policies reflecting on the success of negotiating tactics and strategies when representing a member or members before a tribunal
Technology	using computers and software to source information from the internet to research information relevant to a case before a tribunal using office technology to access, record and document information about negotiations or tribunal hearings

Packaging Rules

Total number of units = 10

3 core units plus

7 elective units

2 elective units must be selected from the Group A units listed below.

At least 3 elective units must be selected from the remaining Group A units or the Group B units listed below.

The remaining 2 elective units may be selected from the Group A or Group B units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

Workplace Relations

BSBWRK403A Communicate with workers

BSBWRK404A Promote equality of opportunity and fair treatment for all workers

BSBWRK405A Promote union values, principles and policies

Elective units

Group A units

Workplace Relations

BSBWRK401A Develop and implement an organising plan

BSBWRK402A Empower workers

BSBWRK406A Participate in the bargaining process

BSBWRK407A Provide advice to union members

BSBWRK408A Undertake negotiations

BSBWRK409A Prepare for and participate in dispute resolution

Group B units

Customer Service

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

Financial Administration

BSBFIA402A Report on financial activity

General Administration

BSBADM409A Coordinate business resources

Innovation

BSBINN301A Promote innovation in a team environment

Interpersonal Communication

BSBCMM401A Make a presentation

IT Support

BSBITS401B Maintain business technology

IT Use

BSBITU401A Design and develop complex text documents

Learning and Development

BSBLED401A Develop teams and individuals

Marketing

BSBMKG413A Promote products and services

BSBMKG414B Undertake marketing activities

Relationship Management

BSBREL401A Establish networks

Research

BSBRES401A Analyse and present research information

Risk Management

BSBRSK401A Identify risk and apply risk management processes

Sustainability

BSBSUS301A Implement and monitor environmentally sustainable work practices

Work Health and Safety

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Project Management

BSBPMG522A Undertake project work

Writing

BSBWRT401A Write complex documents

BSB41910 Certificate IV in Business (Governance)

Modification History

Not applicable.

Description

Descriptor

This qualification reflects the role of individuals who undertake responsibilities required of Aboriginal and Torres Strait Islander organisations, and who bring a wide range of knowledge, skills, talents and experience to their organisations.

Boards of Aboriginal and Torres Strait Islander community-managed organisations operate in two worlds; they have cultural obligations to their community as well as legal and financial obligations to the wider community and funding bodies.

In their special role of leading their organisations, board members would ensure that while fulfilling their duties, they are individually and collectively contributing the best value to the board, organisation and community.

Job roles

Possible job roles relevant to this qualification include:

board member

contact officer or secretary

manager and senior staff member in an Aboriginal and Torres Strait Islander organisation

public servant working with Aboriginal and Torres Strait Islander boards of governance.

Pathways Information

Qualification pathways

Entry requirements

There are no entry requirements for this qualification.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

some vocational experience working on or with a board of governance, but with no formal qualifications

OR

full attendance and participation in introductory Corporate Governance workshops, Indigenous Leadership programs or other relevant non-accredited training

OR

after achieving BSB30110 Certificate III in Business or other relevant qualifications.

Pathways from the qualification

BSB50710 Diploma of Business (Governance) and a range of other Diploma qualifications.

Licensing/Regulatory Information

Licensing, legislative, regulatory or certification considerations

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, Aboriginal and Torres Strait organisations operate in a variety of environments and some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Entry Requirements

Not applicable.

Employability Skills Summary

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill	Industry/enterprise requirements for this qualification include:
Communication	communicating in culturally appropriate ways discussing information, questioning outcomes and actions, sharing ideas, and clarifying information with staff and other board members networking and negotiating with members of the community providing information to the community about the organisation's activities and board decisions
Teamwork	encouraging a team approach where individual contributions are recognised and acknowledged identifying people and delegating authority to relevant team members making decisions in the best interests of the organisation and the community seeking stakeholder participation in decision making
Problem-solving	analysing and evaluating information ensuring activities follow the constitution and organisational policies and procedures questioning outcomes and actions of financial reports reviewing effectiveness and efficiency of decisions and direction of the organisation
Initiative and enterprise	reviewing the board and board members seeking funding for new activities adding value to, and building positive reputation of, the organisation
Planning and organising	developing organisational plans planning and organising annual meetings, general meetings and board meetings planning regular community forums setting directions for the future of the organisation
Self-management	adhering to the operational structure of the board and performing responsibilities as per the role description fulfilling duties and legal responsibilities modelling respect for community culture and values
Learning	promoting an environment that encourages people to enhance their skills and knowledge seeking advice from cultural and technical advisers sharing skills with others
Technology	using technology: for communication, time scheduling and planning to gather information

Packaging Rules

Packaging Rules Total number of units = 12 7 core units plus 5 elective units Three elective units must be selected from the elective units listed below. Two units may be selected from the elective units listed below, from elsewhere in this Training Package, or from any other currently endorsed Training Package or accredited course at this qualification level, or Certificate III or Diploma level. Elective units must be relevant to the work outcome, local industry and/or community requirements and the qualification level. Core units BSBATSIC412A Maintain and protect cultural values in the organisation BSBATSIL411A Undertake the roles and responsibilities of a board member BSBATSIL413A Review and apply the constitution BSBATSIM416A Oversee organisational planning BSBATSIM417A Implement organisational plans BSBATSIM418A Oversee financial management BSBATSIM419A Contribute to the development and implementation of organisational policies Elective units ATSI governance BSBATSIC411C Communicate with the community BSBATSIL408C Manage a board meeting BSBATSIL412A Participate effectively as a board member BSBATSIM414C Oversee the organisation's annual budget BSBATSIM420A Oversee asset management BSBATSIM421A Support a positive and culturally appropriate workplace culture BSBATSIW416C Obtain and manage consultancy services BSBATSIW417C Select and use technology Research BSBRES401A Analyse and present research information Sustainability BSBSUS301A Implement and monitor environmentally sustainable work practices NOTE: This qualification is copyright to the Office of the Registrar of Indigenous Corporations.

BSB50107 Diploma of Advertising

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. BSBSUS501A included as elective unit unit code suffixes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base in advertising management and demonstrate a range of managerial skills to ensure that advertising functions are effectively conducted in an organisation or business area. Typically they would have responsibility for the work of other staff and lead teams in conducting advertising campaigns.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

account manager

advertising account manager

advertising creative director

advertising manager

copywriter

account planner.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB40107 Certificate IV in Advertising or other relevant qualification

OR

with vocational experience working in advertising in a team leader, supervisory or management role, seeking to consolidate skills and knowledge in managing the advertising function in an agency or organisation but without a formal advertising qualification.

Pathways from the qualification

BSB60110 Advanced Diploma of Advertising or a range of Advanced Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	communicating a client’s product, service or idea effectively to the customer using a range of writing skills to write clear, creative briefs and persuasive copy
Teamwork	managing a range of personnel, consulting work teams and professional networks receiving and giving feedback, and providing coaching and mentoring in job role
Problem-solving	solving workplace issues and problems individually or in teams taking action to resolve client concerns
Initiative and enterprise	applying visual and design skills being creative and providing innovative solutions to complex issues developing innovative approaches to conveying marketing communications for client’s product, service or idea
Planning and organising	collecting, collating and analysing information using appropriate workplace business systems developing schedules and setting priorities
Self-management	establishing personal work goals and developing a personal work plan managing own time and priorities and dealing with contingencies taking responsibility as required by job role and ensuring organisational policies and procedures are adhered to
Learning	developing and maintaining professional competence developing personal learning and development pathway maintaining knowledge of products and services
Technology	using computerised systems, software and telecommunication devices to generate creative advertisements using technology to assist the management of information and to assist the planning process using technology to record and generate ideas

Packaging Rules

Total number of units = 8

8 elective units

5 elective units must be selected from the Group A elective units below.

At least 2 elective units must be selected from either the remaining Group A or Group B units listed below, or from an equivalent level qualification in BSB07 Business Services Training Package.

The remaining elective unit may be selected from the units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Certificate IV or Advanced Diploma level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Elective units

Group A

Advertising

BSBADV503B Coordinate advertising research

BSBADV507B Develop a media plan

BSBADV509A Create mass print media advertisements

BSBADV510A Create mass electronic media advertisements

BSBMKG523A Design and develop an integrated marketing communication plan

Creative thinking

BSBCRT501A Originate and develop concepts

Financial management

BSBFIM501A Manage budgets and financial plans

Interpersonal communication

BSBCMM401A Make a presentation

Writing

BSBWRT501A Write persuasive copy

Group B

Advertising

BSBADV602B Develop an advertising campaign

BSBADV603B Manage advertising production

BSBADV604B Execute an advertising campaign

BSBADV605B Evaluate campaign effectiveness

Customer service

BSBCUS501C Manage quality customer service

Design process

BSBDES601A Manage design realisation

BSBDES602A Research global design trends

Information management

BSBINM501A Manage an information or knowledge management system

Learning and development

BSBLED501A Develop a workplace learning environment

Management

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMGT516C Facilitate continuous improvement

Marketing

BSBMKG402B Analyse consumer behaviour for specific markets

BSBMKG501B Identify and evaluate marketing opportunities

BSBMKG502B Establish and adjust the marketing mix

BSBMKG506B Plan market research

BSBMKG507A Interpret market trends and developments

BSBMKG508A Plan direct marketing activities

BSBMKG509A Implement and monitor direct marketing activities

BSBMKG510B Plan e-marketing communications

BSBMKG514A Implement and monitor marketing activities

BSBMKG515A Conduct a marketing audit

BSBMKG520A Manage compliance within the marketing legislative framework

BSBMKG522A Plan measurement of marketing effectiveness

Work health and safety

BSBWHS501A Ensure a safe workplace

Public relations

BSBPUB501A Manage the public relations publication process

BSBPUB502A Develop and manage complex public relations campaigns

BSBPUB503A Manage fundraising and sponsorship activities

BSBPUB504A Develop and implement crisis management plans

Project management

BSBPMG522A Undertake project work

Relationship management

BSBREL501A Build international client relationships

BSBREL502A Build international business networks

Risk management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSB50110 Diploma of Legal Services

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Correction to Employability Skills summary ie code and title of qualification included.

Description

Descriptor

This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan and carry out work in a legal context in accordance with legislation, regulations and codes of practice relevant to the different jurisdictions.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

executive assistant

legal services support officer

paralegal

senior legal secretary.

Pathways Information

Qualification pathways

Entry requirements

There are no entry requirements for this qualification.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

after achieving BSB40110 Certificate lV in Legal Services or other relevant qualifications in addition to competency in BSBITU307A Develop keyboarding speed and accuracy

OR

providing evidence of the completion of all units of competency required for BSB40110 Certificate IV in Legal Services as well as evidence of competency in BSBITU307A Develop keyboarding speed and accuracy

OR

with vocational experience in a range of settings without a formal business qualification.

Pathways from the qualification

After achieving BSB50110 Diploma of Legal Services, candidates may undertake a range of advanced diploma qualifications.

Licensing/Regulatory Information

Licensing, legislative, regulatory or certification considerations

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

Not applicable.

Employability Skills Summary

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY
BSB50110 Diploma of Legal Services The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill	Industry/enterprise requirements for this qualification include:
Communication	attending court and presenting information communicating outcomes to clients in a clear and simple manner communicating with internal and external clients in formal meetings requiring excellent interviewing, presentation and negotiating skills creating complex reports from research and analysis of a wide range of information
Teamwork	identifying and utilising team member strengths mentoring as required working closely with legal practitioners and others to research, collect, collate and present information
Problem-solving	applying financial skills for costing complex files, invoicing and maintaining trust accounts interpreting court rulings using discretion and judgement while working within codes of conduct working under supervision to resolve issues with clients and responding to changing situations
Initiative and enterprise	being creative and providing innovative solutions to complex issues responding to new and changing circumstances to ensure accurate and timely advice
Planning and organising	arranging meetings and allocating resources to ensure organisational requirements are met collecting, collating and analysing information using appropriate workplace systems planning for contingencies and strategising to meet client needs preparing detailed documentation
Self-management	keeping paperwork up-to-date and organising information according to organisational and legal requirements managing own time and priorities and dealing with contingencies understanding limits of own responsibility
Learning	mentoring others to develop skills and knowledge required in a legal practice responding positively to learning opportunities and managing own education
Technology	selecting and using: business technology, such as email, websites, voice mail, audio cassettes, computers and software online services to communicate, research and report

Packaging Rules

Total number of units = 10 4 core units plus 6 elective units 4 elective units must be selected from the elective units listed below. The remaining 2 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below 1 elective unit may be selected from either a Certificate IV or Advanced Diploma qualification. Elective units must be relevant to the work outcome, local industry requirements and the qualification level. Core units BSBCOM501B Identify and interpret compliance requirements BSBCMM501A Develop and nurture relationships BSBLED503A Maintain and enhance professional practice BSBRES502A Research legal information using secondary sources Elective units BSBLEG510A Apply legal principles in family law matters BSBLEG511A Apply legal principles in criminal law matters BSBLEG512A Apply legal principles in property law matters BSBLEG513A Apply legal principles in corporation law matters BSBLEG514A Assist with civil procedure BSBLEG515A Apply legal principles in wills and probate matters BSBSUS301A Implement and monitor environmentally sustainable work practices BSBSUS501A Develop workplace policy and procedures for sustainability

BSB50207 Diploma of Business

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Services Training Package Version 8.0. Elective units: BSBHRM501A now BSBHRM501B BSBHRM504A now BSBHRM513A (unit title remains unchanged) BSBPMG510A replaced with BSBPMG522A.
Release 2	New release of this Qualification with version 6 of BSB07 Business Services Training Package. Unit codes updated: BSBCON601A now BSBCON601B BSBRSK501A now BSBRSK501B BSBWOR501A now BSBWOR501B.
Release 1	Initial release.

Description

This qualification reflects the role of individuals with substantial experience in a range of settings who are seeking to further develop their skills across a wide range of business functions. This qualification is also suited to the needs of individuals with little or no vocational experience, but who possess sound theoretical business skills and knowledge that they would like to develop in order to create further educational and employment opportunities.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

executive officer

program consultant

program coordinator.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB40207 Certificate IV in Business or other relevant qualification

OR

with vocational experience in a range of work environments in senior support roles but without a qualification.

Pathways from the qualification

BSB60207 Advanced Diploma of Business or a range of other Advanced Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	conducting research to collect and analyse information in a range of reports consulting with others to develop a range of plans and reports liaising with stakeholders and promoting participative workplace arrangements
Teamwork	contributing to the development of other team members providing feedback on team performance to colleagues and managers
Problem-solving	applying risk management processes to business operations assessing financial viability of new opportunities and matching organisational capability with market needs negotiating solutions to new and emerging issues
Initiative and enterprise	encouraging creative and innovative workplace solutions identifying new and emerging opportunities for the business and developing strategies to capitalise on them managing, fostering and facilitating change
Planning and organising	developing systems that are flexible and responsive to changing circumstances planning for contingencies and performance of staff and systems
Self-management	dealing with contingencies managing own time and priorities taking responsibility as required by job role and ensuring organisational policies and procedures are adhered to
Learning	assisting others to acquire new knowledge and skills to improve team and individual performance
Technology	using electronic communication devices and processes, such as internet, intranet and email to produce written correspondence and reports using technology to assist the management of information and to assist the planning process

Packaging Rules

Total number of units = 8

8 elective units

6 of the elective units must be selected from the units listed below. No more than 3 units may be selected from any one group.

2 elective units may be selected from elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Certificate IV or Advanced Diploma level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Group A

Advertising

BSBADV503B Coordinate advertising research

BSBADV507B Develop a media plan

BSBADV509A Create mass print media advertisements

BSBADV510A Create mass electronic media advertisements

BSBMKG523A Design and develop an integrated marketing communication plan

Writing

BSBWRT501A Write persuasive copy

Group B

E-business

BSBEBU501A Investigate and design e-business solutions

Financial administration

BSBFIM502A Manage payroll

General administration

BSBADM502B Manage meetings

BSBADM503B Plan and manage conferences

BSBADM504B Plan or review administrative systems

BSBADM506B Manage business document design and development

IT building and implementation

BSBITB501A Establish and maintain a workgroup computer network

Group C

Human resource management

BSBHRM501B Manage human resources services

BSBHRM502A Manage human resources management information systems

BSBHRM513A Manage workforce planning

BSBHRM505B Manage remuneration and employee benefits

BSBHRM506A Manage recruitment, selection and induction processes

BSBHRM507A Manage separation or termination

BSBHRM509A Manage rehabilitation or return-to-work programs

BSBHRM510A Manage mediation processes

Learning and development

BSBLED502A Manage programs that promote personal effectiveness

Group D

Marketing

BSBMKG501B Identify and evaluate marketing opportunities

BSBMKG502B Establish and adjust the marketing mix

BSBMKG506B Plan market research

BSBMKG507A Interpret market trends and developments

BSBMKG508A Plan direct marketing activities

BSBMKG509A Implement and monitor direct marketing activities

BSBMKG510B Plan e-marketing communications

BSBMKG514A Implement and monitor marketing activities

BSBMKG515A Conduct a marketing audit

Public relations

BSBPUB501A Manage the public relations publication process

BSBPUB502A Develop and manage complex public relations campaigns

BSBPUB503A Manage fundraising and sponsorship activities

BSBPUB504A Develop and implement crisis management plans

Group E

Continuity

BSBCON601B Develop and maintain business continuity plans

Information management

BSBINM501A Manage an information or knowledge management system

Innovation

BSBINN501A Establish systems that support innovation

BSBINN502A Build and sustain an innovative work environment

Intellectual property

BSBIPR501A Manage intellectual property to protect and grow business

Management

BSBMGT403A Implement continuous improvement

Project management

BSBPMG522A Undertake project work

Risk management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSB50311 Diploma of Customer Contact

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Training Package Version 8.1 BSBHRM402A Recruit, select and induct staff replaced with BSBHRM405A Support the recruitment, selection and induction of staff.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 1	This version first released with BSB07 Business Training Package version 6.0. Replaces BSB50307 Diploma of Customer Contact.

Description

This qualification reflects the role of individuals who typically manage complex multi-channel customer interactions; including tending to the training needs of others and promoting continuous process improvements, often in the capacity of a manager and with full authority to delegate.

Duties at this level may include all or some of the following functions: developing policy; making decisions and applying targets, such as KPIs; developing or contributing to organisational strategy; building capability and capacity within an organisation; coaching staff and handling complaints; scheduling and organising; interrogating systems; and building data capture processes.

Candidates undertaking this qualification require sound relationship management skills.

They may provide technical advice and support to a team.

Job roles

Possible job roles relevant to this qualification include:

contact centre manager

customer contact segment manager

quality assurance officer

customer contact coach

analyst

scheduler

complex enquiry customer contact manager.

Pathways Information

Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB40312 Certificate IV in Customer Contact or other relevant qualifications

vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification

BSB60407 Advanced Diploma of Management or a range of other Advanced Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	transferring information centre's operational plans, goals, new products and services to team and project members reading and interpreting a range of reports and information writing team and project plans, documents and reports
Teamwork	developing a team culture and identity managing a team and applying knowledge of one’s own role to achieve team goals working with diverse persons and groups
Problem-solving	analysing information and reports dealing with complex customer complaints and escalations working through alternatives and improvements
Initiative and enterprise	contributing to suggestions for improvements to products, services and processes supporting operational plans and organisational goals
Planning and organising	developing team plans managing learning and development plans for team members planning team resources, targets and performance levels
Self-management	managing own performance and motivating others managing own time and work priorities managing stress in the workplace
Learning	learning new ideas, skills and techniques providing appropriate information on systems, products and services to team members
Technology	using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email using technology to assist the manipulation of information and to maximise performance

Packaging Rules

Packaging Rules

Total number of units = 10

3 core units plus

7 elective units of which:

2 units must be from Group A elective units below

the remaining 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

up to 2 units may be from a Certificate IV level qualification.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

BSBCCO504A Integrate customer contact operations in the organisation

BSBLED501A Develop a workplace learning environment

BSBMGT516C Facilitate continuous improvement

Elective units

Group A

BSBAUD501B Initiate a quality audit

BSBCCO501B Develop business continuity strategy

BSBCCO502A Establish a multicentre

BSBCCO503A Manage data interrogation

BSBCCO601B Optimise customer contact operations

BSBCCO602B Manage customer contact information

BSBCCO603B Design and launch new customer contact facilities

BSBCCO604B Develop and maintain a service level strategy

BSBCCO605B Develop and maintain a customer contact marketing strategy

BSBCCO606B Forecast and plan using customer contact traffic information analysis

BSBCCO607B Manage customer contact centre staffing

BSBCCO608B Manage customer contact operational costs

BSBCUS501C Manage quality customer service

BSBSLS501A Develop a sales plan

BSBSLS502A Lead and manage a sales team

Group B

BSBCCO403A Schedule customer contact activity

BSBCCO407A Administer customer contact technology

BSBCOM501B Identify and interpret compliance requirements

BSBCOM502B Evaluate and review compliance

BSBCOM503B Develop processes for the management of breaches in compliance requirements

BSBCOM601B Research compliance requirements and issues

BSBCOM602B Develop and create compliance requirements

BSBCOM603C Plan and establish compliance management systems

BSBDIV601A Develop and implement diversity policy

BSBHRM405A Support the recruitment, selection and induction of staff

BSBHRM503B Manage performance management systems

BSBHRM604A Manage employee relations

BSBINM501A Manage an information or knowledge management system

BSBINN502A Build and sustain an innovative work environment

BSBITA601A Configure and optimise customer contact technology

BSBLED502A Manage programs that promote personal effectiveness

BSBLED701A Lead personal and strategic transformation

BSBMGT605B Provide leadership across the organisation

BSBMGT615A Contribute to organisation development

BSBMGT618A Develop a contact centre business plan

BSBMKG610A Develop, implement and monitor a marketing campaign

BSBWHS501A Ensure a safe workplace

BSBPUB504A Develop and implement crisis management plans

BSBRSK501B Manage risk

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWOR403A Manage stress in the workplace

BSBWOR502B Ensure team effectiveness

BSB50407 Diploma of Business Administration

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 2	New release of this Qualification with version 6 of BSB07 Business Services Training Package. Unit codes updated: BSBCUS501C now BSBCUS501C
Release 1	Initial release.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.

Job roles

Administration Manager

General Office Manager

Office Manager.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB40507 Certificate IV in Business Administration or other relevant qualification/s

OR

extensive vocational experience in a range of environments in senior support roles.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administration Officer

Accounts Supervisor

Executive Personal Assistant

Office Administrator

Project Assistant.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake a variety of business studies at the advanced diploma level.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	managing organisational systems and processes to ensure usability and compliance by all staff participating in complex interpersonal exchanges requiring excellent negotiation and writing skills using effective interpersonal skills and relating to a wide range of internal and external clients
Teamwork	delegating tasks as per job role responsibilities to appropriately skilled team members working and consulting with others to develop systems and processes
Problem-solving	anticipating problems and preparing contingency plans controlling budgets, reconciling figures, rectifying anomalies and applying estimating skills researching and analysing data to prepare work plans and processes as required
Initiative and enterprise	being creative and providing innovative solutions to complex issues choosing appropriate systems to meet organisational needs designing and developing documentation and related processes responding to new and changing circumstances to ensure accurate and timely advice
Planning and organising	allocating resources to ensure organisational requirements are met collecting, collating and analysing information using appropriate workplace business systems developing contingency plans and strategising to meet client needs managing meetings and conferences effectively through excellent time management and organisational skills
Self-management	following legislative and regulatory requirements to ensure the safety and security of organisational and employee information managing own time and priorities and dealing with contingencies meeting statutory requirements in respect to payroll and recruitment practices taking responsibility as required by work role and ensuring all organisational polices and procedures are followed
Learning	planning training needs, and monitoring and evaluating training and induction programmes
Technology	using complex functions of computer software to design and develop templates, standard documentation and user manuals using electronic communication devices and processes i.e. computers, internet, intranet, email to produce written correspondence and reports using technology to manage organisational information

Packaging Rules

Total number of units = 8

8 elective units

5 elective units must be selected from the Group A units listed below.

The remaining 3 elective units may be selected from the Group B units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate IV or Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Elective units

Group A units

Financial Management

BSBFIM502A Manage payroll

General Administration

BSBADM502B Manage meetings

BSBADM503B Plan and manage conferences

BSBADM504B Plan or review administration systems

BSBADM506B Manage business document design and development

IT Building and Implementation

BSBITB501A Establish and maintain a workgroup computer network

Project Management

BSBPMG522A Undertake project work

Group B units

Customer Service

BSBCUS501C Manage quality customer service

Information Management

BSBINM501A Manage an information or knowledge management system

Innovation

BSBINN301A Promote innovation in a team environment

Management

BSBMGT502B Manage people performance

Recordkeeping

BSBRKG502B Manage and monitor business or records systems

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSB50507 Diploma of Franchising

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A replaced with BSBPMG522A.
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who act as franchisors. A franchisor licenses trademarks, and tried and proven methods of doing business to a franchisee in exchange for a recurring payment, and usually a percentage piece of gross sales or gross profits as well as the annual fees. This qualification applies to the franchisor, while the BSB40707 Certificate IV in Franchising applies to the franchisee.

Job roles

Franchisor – of one or more sites of a franchise operation within any sector of the economy.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB40407 Certificate IV in Small Business Management, the BSB40707 Certificate IV in Franchising or other relevant qualification/s

OR

with vocational experience working in a business management role or a franchising environment, but without formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Small Business Manager

Franchisee.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB60407 Advanced Diploma of Management.

The BSB50507 Diploma of Franchising has been developed for a franchisor. The Certificate IV qualification is designed for those operating as franchisees.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	consulting with others on developing a range of operational plans demonstrating effective interpersonal and customer service skills when interacting with franchisees and customers reporting on information gained and analysis on possible franchise site opening
Teamwork	managing relationships and providing feedback providing coaching and/or counselling skills as required working closely with and supporting franchisees
Problem-solving	analysing data and evaluating the effectiveness of systems calculating resource requirements and acquiring them conducting financial feasibilities and managing budgets solving complex and nonroutine difficulties using a variety of problem solving and decision making strategies
Initiative and enterprise	being entrepreneurial, creative and providing innovative solutions to complex issues encouraging creative and innovative workplace solutions identifying new and emerging opportunities for the franchise business and developing strategies to capitalise on them
Planning and organising	collecting, collating and analysing information using appropriate workplace business systems planning for business and marketing researching the feasibility of establishing, planning the set up and implementing policies and procedures for the selected franchise model
Self-management	applying knowledge in a self directed manner managing a franchise business model
Learning	coaching and mentoring others to acquire new knowledge and skills identifying training opportunities and making training available managing the performance of franchisees via regular monitoring and review
Technology	using computerised systems, software and telecommunication devices using technology to assist the management of information and to assist the planning process using technology to record and generate ideas

Packaging Rules

Total number of units = 8

8 elective units

4 elective units must be selected from the Group A units listed below.

2 of the elective units must be selected from the Group A or Group B units listed below.

The remaining 2 elective units may be selected from the Group B units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, one unit may be selected from either a Certificate IV or an Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Group A units

Franchising

BSBFRA501B Establish a franchise operation

BSBFRA502B Manage a franchise operation

BSBFRA503B Manage establishment of new sites or regions

BSBFRA504B Manage relationships with franchisees

BSBFRA505B Manage closure of a franchise

Group B units

Customer Service

BSBCUS501C Manage quality customer service

Financial Management

BSBFIM501A Manage budgets and financial plans

Information Management

BSBINM501A Manage an information or knowledge management system

Intellectual Property

BSBIPR501A Manage intellectual property to protect and grow business

Learning and Development

BSBLED501A Develop a workplace learning environment

Management

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMGT516C Facilitate continuous improvement

Work Health and Safety

BSBWHS501A Ensure a safe workplace

Project Management

BSBPMG522A Undertake project work

Risk Management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSB50613 Diploma of Human Resources Management

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0.

Description

This qualification reflects the role of individuals who have a sound theoretical knowledge base in human resources management and demonstrate a range of managerial skills to ensure that human resources functions are effectively conducted in an organisation or business area. Typically they would have responsibility for the work of other staff.

Job roles

Human resources adviser

Human resources and change manager

Human resources consultant

Human resources manager

Senior human resources officer.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41013 Certificate IV in Human Resources or other relevant qualifications

OR

with vocational experience in human resources management, but without formal qualifications.

Examples of indicative job roles for candidates seeking entry based on their vocational experience include:

Human resources assistant

Human resources coordinator

Human resources administrator

Human resources officer

Payroll officer.

Pathways from the qualification

BSB60407 Advanced Diploma of Management

BSB60907 Advanced Diploma of Management (Human Resources)

other Advanced Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	consulting with internal and external stakeholders interviewing, counselling, negotiating and acting as an advocate for the organisation questioning to clarify and evaluate information writing in a range of styles to suit different audiences
Teamwork	treating team members with integrity, respect and empathy working with others and clearly identifying the roles and responsibilities of the human resources team, line managers and external contractors
Problem-solving	conducting cost-benefit analyses, determining salary packaging, and assessing and managing risk generating a range of options to resolve human resources issues identifying appropriate data-gathering techniques for training needs analyses managing organisational change and diversity
Initiative and enterprise	being responsive to change and translating ideas into innovative solutions promoting flexible work practices and encouraging diversity
Planning and organising	analysing strategic and operational plans in order to plan, deliver and evaluate the human resources service delivery or agreement collecting, collating and analysing information using appropriate workplace business systems
Self-management	complying with legislative and statutory requirements planning own work, predicting consequences and identifying improvements presenting a professional image when representing the organisation
Learning	supporting the implementation of learning and development initiatives as identified by performance review processes identifying and providing training support mentoring and coaching others
Technology	selecting and using technology to record, track and retrieve information selecting appropriate human resources systems using electronic communication devices and processes, such as internet, intranet and email to produce written correspondence and reports using technology to facilitate change, assist the management of information, and assist the planning process

Packaging Rules

Total number of units = 9

6 core units plus

3 elective units, of which:

at least 2 units must be from the elective units listed below

1 unit may be from an accredited course or any endorsed Training Package at Certificate IV level or above.

Elective units chosen must be relevant to the work outcome and industry context for human resources.

Core units

BSBHRM501B Manage human resources services

BSBHRM506A Manage recruitment selection and induction processes

BSBHRM512A Develop and manage performance-management processes

BSBHRM513A Manage workforce planning

BSBWRK510A Manage employee relations

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Elective units

BSBDIV501A Manage diversity in the workplace

BSBFIM501A Manage budgets and financial plans

BSBFIM502A Manage payroll

BSBHRM502A Manage human resources management information systems

BSBHRM505B Manage remuneration and employee benefits

BSBHRM507A Manage separation or termination

BSBHRM509A Manage rehabilitation or return to work programs

BSBHRM510A Manage mediation processes

BSBHRM511A Manage expatriate staff

BSBINM501A Manage an information or knowledge management system

BSBINN601B Manage organisational change

BSBITU402A Develop and use complex spreadsheets

BSBLED501A Develop a workplace learning environment

BSBLED502A Manage programs that promote personal effectiveness

BSBMGT502B Manage people performance

BSBMGT516C Facilitate continuous improvement

BSBPMG522A Undertake project work

BSBRKG502B Manage and monitor business or records system

BSBRSK501B Manage risk

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWHS501A Ensure a safe workplace

BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems

BSB50710 Diploma of Business (Governance)

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Wording in packaging rules changed ie three to 3 and two to 2.

Description

Descriptor

This qualification reflects the role of individuals who contribute their skills and knowledge to leading, monitoring and guiding the activities of Aboriginal and Torres Strait Islander organisations, and who bring a wide range of knowledge, skills, talents and experience to their organisations. They provide leadership and guidance to others and have responsibility for the output of others.

Boards of Aboriginal and Torres Strait Islander community-managed organisations operate in two worlds; they have cultural obligations to their community as well as legal and financial obligations to the wider community and funding bodies.

In their special role of leading their organisations, board members would ensure that while fulfilling their duties, they are individually and collectively contributing the best value to the board, organisation and community.

Job roles

Possible job roles relevant to this qualification include:

board chairperson

board member

manager or senior staff member in an Aboriginal and Torres Strait Islander organisation

senior public servant working with Aboriginal and Torres Strait Islander boards of governance.

Pathways Information

Qualification pathways

Entry requirements

There are no entry requirements for this qualification.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41910 Certificate IV in Business (Governance) or other relevant qualifications

OR

extensive vocational experience as a member of a board of governance of an Aboriginal and Torres Strait Islander organisation, but with no formal qualifications.

Pathways from the qualification

A range of other Diploma and Advanced Diploma qualifications.

Licensing/Regulatory Information

Licensing, legislative, regulatory or certification considerations

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, Aboriginal and Torres Strait organisations operate in a variety of environments and some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Entry Requirements

Not applicable.

Employability Skills Summary

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill	Industry/enterprise requirements for this qualification include:
Communication	communicating in a range of styles to suit different audiences facilitating community participation and control in decision making negotiating purpose of meetings and contracts using culturally appropriate strategies representing board and network effectively
Teamwork	delegating tasks mentoring and motivating others working with a wide range of people, including Elders, traditional owners, community members, government workers, managers, staff and board members
Problem-solving	budgeting and evaluating costs to measure financial position managing conflict, identifying options for resolving disputes and making decisions that reflect the wellbeing of the community
Initiative and enterprise	applying a range of options in response to workplace matters responding to new and changing circumstances to ensure the sustainability of the organisation translating agreed decisions into creative outcomes
Planning and organising	leading the strategic planning cycle managing a number of tasks and coping with irregularities and breakdowns in routine researching information and disseminating it throughout the community
Self-management	applying knowledge in a self-directed manner complying with legislation and statutory requirements as a board member planning own work, predicting consequences and identifying improvements
Learning	identifying skills gaps and providing training opportunities as required inducting and mentoring new staff managing the performance of team members
Technology	using technology: for creating, storing and distributing information when representing the organisation to gather information to assist the management of information and financial records, and the planning process

Packaging Rules

Total number of units = 12 7 core units plus 5 elective units 3 elective units must be selected from the elective units listed below. 2 units may be selected from the elective units listed below, from elsewhere in this Training Package, or from any other currently endorsed Training Package or accredited course at this qualification level, or Certificate IV or Advanced Diploma level. Elective units must be relevant to the work outcome, local industry and/or community requirements, and the qualification level. Core units BSBATSIC412A Maintain and protect cultural values in the organisation BSBATSIL411A Undertake the roles and responsibilities of a board member BSBATSIL510A Appoint and work with a manager BSBATSIL511A Lead the organisation's strategic planning cycle BSBATSIL503C Manage conflict BSBATSIM505C Control organisational finances BSBATSIM506C Develop employment policies Elective units ATSI Governance BSBATSIC511A Plan and conduct a community meeting BSBATSIL512A Be a leader in the community BSBATSIM511C Develop enterprise opportunities BSBATSIM514A Recruit and induct staff BSBATSIW514C Represent your organisation BSBATSIW515C Secure funding Sustainability BSBSUS501A Develop workplace policy and procedures for sustainability Other PSPGOV507A Undertake negotiations NOTE 1: If candidate is selecting the unit PSPGOV507A Undertake negotiations, registered training organisations should contextualise it to include situations relevant to negotiations undertaken by board members of Aboriginal and Torres Strait Islander organisations. Suggestions for contextualisation include broadening the range statement and evidence guide to include the following: range statement - stakeholders may include: board members Elders traditional owners community members evidence guide - resources required: case studies and workplace, organisational or community scenarios evidence guide - where and how to assess evidence: a workplace or organisational environment or one that closely resembles normal work or organisational practice...etc. assessment methods should reflect workplace or organisational demands...etc. assessment methods suitable for valid and reliable assessment of this unit of competency may include authenticated evidence from the workplace, organisation, community and/or training courses. NOTE 2: This qualification is copyright to the Office of the Registrar of Indigenous Corporations.

BSB50807 Diploma of International Business

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective units: BSBPMG501A Manager application of project integrative processes replaced with BSBPMG521A Manage project integration BSBPMG502A replaced with BSBPMG511A (unit title remains unchanged) BSBPMG503A replaced with BSBPMG512A (unit title remains unchanged) BSBPMG504A replaced with BSBPMG514A (unit title remains unchanged) BSBPMG505A replaced with BSBPMG513A (unit title remains unchanged) BSBPMG506A replaced with BSBPMG515A (unit title remains unchanged) BSBPMG507A Manage project communications replaced with BSBPMG516A Manage project information and communications BSBPMG508A replaced with BSBPMG517A (unit title remains unchanged) BSBPMG509A replaced with BSBPMG518A (unit title remains unchanged) BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. BSBWOR501A updated to BSBWOR501B.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base in international business management and demonstrate a range of managerial skills to ensure that international business activities are conducted effectively in an organisation or business area. Typically they would have responsibility for the work of other staff and lead teams in conducting international business activities.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

export manager

import manager

trade manager.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41107 Certificate IV in International Trade or other relevant qualification

OR

with vocational experience working in an international business environment but without formal international business qualifications.

Pathways from the qualification

BSB60207 Advanced Diploma of Business or other Advanced Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	communicating ideas and information taking into consideration international clients’ diverse social and cultural needs developing international business networks and maintaining relationships domestically and internationally using excellent interpersonal skills and producing a wide range of reports and visual presentations
Teamwork	coaching and mentoring staff and others in conducting businesses in new and unusual environments defining performance measures and working collaboratively with team members delegating and briefing various personnel on their roles and responsibilities regarding the implementation of organisational plans managing and providing feedback on individual and team performance
Problem-solving	assessing the financial viability of new opportunities and matching organisational capability with market needs developing a range of options in response to difficulties arising from conducting business in a complex environment
Initiative and enterprise	developing new approaches and innovative strategies to increase performance identifying new and emerging opportunities for the business and developing strategies to capitalise on them
Planning and organising	allocating resources to meet organisational requirements collecting, collating and analysing information using appropriate workplace business systems evaluating and assessing product performance in international markets planning for contingencies to ensure client needs are met
Self-management	managing own time effectively meeting compliance requirements working within organisational policies and procedures and legislative requirements
Learning	determining staff needs for re-training or induction to new systems, and new skill development providing learning and development opportunities to team members updating own knowledge on social, economic, political and business trends in international environments
Technology	creating presentations using a range of media using business technology, such as computers, word processing and document management software using online technologies for research and marketing purposes

Packaging Rules

Total number of units = 8

8 elective units

5 elective units must be selected from the Group A units listed below.

1 elective unit must be selected from either the Group A units or Group B units listed below.

2 elective units may be selected from the Group A or Group B units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Certificate IV or Advanced Diploma level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Group A

Financial administration

BSBFIA501A Report on finances related to international business

Marketing

BSBMKG511A Analyse data from international markets

BSBMKG512A Forecast international market and business needs

BSBMKG513A Promote products and services to international markets

BSBMKG516B Profile international markets

BSBMKG517A Analyse consumer behaviour for specific international markets

Relationship management

BSBREL501A Build international client relationships

BSBREL502A Build international business networks

Group B

Customer service

BSBCUS501C Manage quality customer service

Financial management

BSBFIM501A Manage budgets and financial plans

Information management

BSBINM501A Manage an information or knowledge management system

Innovation

BSBINN501A Establish systems that support innovation

BSBINN502A Build and sustain an innovative work environment

Learning and development

BSBLED501A Develop a workplace learning environment

Management

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMGT516C Facilitate continuous improvement

Work health and safety

BSBWHS501A Ensure a safe workplace

Project management

BSBPMG521A Manage project integration

BSBPMG511A Manage project scope

BSBPMG512A Manage project time

BSBPMG513A Manage project quality

BSBPMG514A Manage project costs

BSBPMG515A Manage project human resources

BSBPMG516A Manage project information and communications

BSBPMG517A Manage project risk

BSBPMG518A Manage project procurement

BSBPMG522A Undertake project work

Risk management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSB51107 Diploma of Management

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective units: BSBHRM402A Recruit, select and induct staff replaced with BSBHRM405A Support the recruitment, selection and induction of staff BSBHRM503B Manage performance management systems replaced with BSBHRM512A Develop and manage performance management processes BSBHRM504A Manage workforce planning replaced with BSBHRM513A (unit title remains unchanged). BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work BSBWRK509A Manage industrial relations replaced with BSBWRK510A Manage employee relations
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. BSBWOR501A updated to BSBWOR501B.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who are engaged to manage the work of others or to add value to or review management practices. Their role may be in any industry or organisational setting. Typically people in these roles will have considerable experience in their respective industries or vocational areas and combine an informed perspective of specific work requirements with their managerial approaches. The qualification requires a sound theoretical knowledge base and managerial competencies to plan, carry out and evaluate own work or the work of a team.

Job roles

Job roles and titles vary across different industry sectors. A possible job title relevant to this qualification is:

manager.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB40812 Certificate IV in Frontline Management or other relevant qualification

OR

with vocational experience but without formal supervision or management qualification.

Pathways from the qualification

BSB60407 Advanced Diploma of Management or other Advanced Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	communicating with business contacts to promote the goals and objectives of the business obtaining feedback from colleagues and clients
Teamwork	leading, planning and supervising the performance of team members to develop team cohesion and to foster innovative work practices
Problem-solving	accessing and assessing information for accuracy and relevance developing strategies for minimising risks
Initiative and enterprise	identifying networking opportunities and developing operational strategies to ensure the viability of the business instigating new or different work practices to improve productivity or service delivery
Planning and organising	allocating work to meet time and budget constraints developing plans and schedules
Self-management	prioritising tasks
Learning	participating in professional networks and associations to obtain and maintain personal knowledge and skills systematically identifying learning and development needs
Technology	using business technology to access, organise and monitor information

Packaging Rules

Total number of units = 8

8 elective units

5 elective units must be selected from the Group A units listed below.

3 elective units may be selected from Group A units or Group B units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level. One unit may be selected from either a Certificate IV or Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Elective units

Group A

Customer service

BSBCUS501C Manage quality customer service

Financial management

BSBFIM501A Manage budgets and financial plans

Information management

BSBINM501A Manage an information or knowledge management system

Learning and development

BSBLED501A Develop a workplace learning environment

Management

BSBMGT406A Plan and monitor continuous improvement

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMGT516C Facilitate continuous improvement

Work health and safety

BSBWHS501A Ensure a safe workplace

Project management

BSBPMG522A Undertake project work

Risk management

BSBRSK501B Manage risk

Workplace effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

Group B

Compliance

BSBCOM503B Develop processes for the management of breaches in compliance requirements

Diversity

BSBDIV501A Manage diversity in the workplace

Franchising

BSBFRA502B Manage a franchise operation

Human resource management

BSBHRM405A Support the recruitment, selection and induction of staff

BSBHRM512A Develop and manage performance-management processes

BSBHRM513A Manage workforce planning

Innovation

BSBINN501A Establish systems that support innovation

BSBINN502A Build and sustain an innovative work environment

Intellectual property

BSBIPR501A Manage intellectual property to protect and grow business

Management

BSBHRM511A Manage expatriate staff

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace relations

BSBWRK510A Manage employee relations

BSB51207 Diploma of Marketing

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Unit codes updated

Description

Descriptor

This qualification reflects the role of individuals who possess a sound theoretical knowledge base in marketing management and demonstrate a range of managerial skills to ensure that marketing functions are effectively conducted in an organisation or business area. Typically they would have responsibility for the work of other staff and lead teams in conducting marketing campaigns.

Depending on the units selected for the qualification, candidates may obtain a generic marketing qualification or specialise in direct marketing, public relations or international marketing.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

marketing manager

marketing team leader

product manager

public relations manager.

Pathways Information

Qualification pathways

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41307 Certificate IV in Marketing or other relevant qualification

or

with vocational marketing experience but new to the role of marketing team leader, supervisor or manager and without formal marketing qualifications

or

with vocational marketing experience in marketing team leader, supervision or management, seeking to consolidate skills and knowledge in managing the marketing function in an organisation but without formal marketing qualifications.

Pathways from the qualification

BSB60507 Advanced Diploma of Marketing or other Advanced Diploma qualifications

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

BSB51207 Diploma of Marketing The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill	Industry or enterprise requirements for this qualification include:
Communication	clearly communicating workplace information to others verbally and non-verbally questioning to clarify and evaluate information writing in a range of styles to suit different audiences
Teamwork	briefing various personnel on their roles and responsibilities regarding the implementation of a marketing solution defining performance measures and coordinating the activities of team members implementing team building strategies
Problem-solving	determining, modifying and adjusting the optimal marketing mix performing revenue and cost analysis and working within budget solving workplace issues and problems either individually or with assistance of team members
Initiative and enterprise	assessing and evaluating the financial viability of making changes encouraging creative and innovative workplace solutions identifying new and emerging opportunities for the business and developing strategies to capitalise on them managing, fostering and facilitating change
Planning and organising	collecting, collating and analysing information using appropriate workplace business systems developing systems that are flexible and responsive to changing circumstances managing resource acquisition and deployment within budgetary constraints planning complex projects planning for contingencies
Self-management	managing own time and priorities and dealing with contingencies taking responsibility as required by job role and ensuring organisational policies and procedures are adhered to
Learning	contributing to the learning of others through implementing team building and organisational development activities receiving and giving feedback, and providing coaching and mentoring
Technology	using computerised systems, software and telecommunication devices to process and analyse data and to create documents using technology to assist the management of information and to assist in planning processes using technology to record and generate ideas

Packaging Rules

Total number of units = 8 8 elective units 5 elective units must be selected from the Group A elective units below. At least 2 elective units must be selected from the Group B elective units below. 1 elective unit may be selected from the remaining Group A or Group B units, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Certificate IV or Advanced Diploma level. Elective units must be relevant to the work outcome, local industry requirements and the qualification level. Group A elective units Marketing BSBMKG501B Identify and evaluate marketing opportunities BSBMKG502B Establish and adjust the marketing mix BSBMKG506B Plan market research BSBMKG507A Interpret market trends and developments BSBMKG514A Implement and monitor marketing activities BSBMKG515A Conduct a marketing audit Group B elective units Advertising BSBADV507B Develop a media plan BSBMKG523A Design and develop an integrated marketing communication plan Financial administration BSBFIA501A Report on finances related to international business Financial management BSBFIM501A Manage budgets and financial plans Marketing BSBMKG409A Design direct response offers BSBMKG508A Plan direct marketing activities BSBMKG509A Implement and monitor direct marketing activities BSBMKG510B Plan e-marketing communications BSBMKG511A Analyse data from international markets BSBMKG512A Forecast international market and business needs BSBMKG513A Promote products and services to international markets BSBMKG516B Profile international markets BSBMKG517A Analyse consumer behaviour for specific international markets BSBMKG518A Plan and implement services marketing BSBMKG519A Plan and implement business-to-business marketing BSBMKG520A Manage compliance within the marketing legislative framework BSBMKG521A Plan and implement sponsorship and event marketing BSBMKG522A Plan measurement of marketing effectiveness Public relations BSBPUB501A Manage the public relations publication process BSBPUB502A Develop and manage complex public relations campaigns BSBPUB503A Manage fundraising and sponsorship activities BSBPUB504A Develop and implement crisis management plans Relationship management BSBREL501A Build international client relationships BSBREL502A Build international business networks Sales BSBSLS501A Develop a sales plan BSBSLS502A Lead and manage a sales team Sustainability BSBSUS501A Develop workplace policy and procedures for sustainability Writing BSBWRT501A Write persuasive copy

BSB51312 Diploma of Work Health and Safety

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces but is not equivalent to BSB51307 Diploma of Occupational Health and Safety. Total number of units increased from 8 to 9. BSB51307 used an elective only model, BSB51312 is a core plus elective model.

Description

This qualification is suitable for people who coordinate and maintain the work health and safety (WHS) program in an organisation. It reflects the role of practitioners who apply a substantial knowledge base and well-developed skills in a wide variety of WHS contexts.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates entering this qualification include:

BSB41412 Certificate IV in Work Health and Safety or other relevant qualifications

OR

extensive vocational experience in work health and safety roles without a formal qualification.

Note: This qualification or specific units of competency may satisfy some requirements for WHS skilled and practising advisors. Persons seeking certification should check the requirements with certifying bodies.

Pathways from the qualification

BSB60612 Advanced Diploma of Work Health and Safety.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

All core units in BSB41412 Certificate IV in Work Health and Safety or equivalent competencies:

BSBWHS402A Assist with compliance with WHS laws

BSBWHS403A Contribute to implementing and maintaining WHS consultation and participation processes

BSBWHS404A Contribute to WHS hazard identification, risk assessment and risk control

BSBWHS405A Contribute to implementing and maintaining WHS management systems

BSBWHS406A Assist with responding to incidents

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	communicating effectively with personnel at all levels of the organisation conducting effective formal and informal meetings preparing reports for a range of target groups using language appropriate to the work team and the task
Teamwork	consulting with individuals and parties to identify specific requirements for work health and safety (WHS) consultation and participation ensuring investigation team understands, identifies and applies the conceptual bases for the analysis forming an appropriate investigation team providing advice and support to individuals and parties during implementation of WHS policies
Problem-solving	applying knowledge of workplace hazards and risks to contribute to risk identification developing actions, interventions and measures to prevent re-occurrence of incidents identifying areas for WHS improvement
Initiative and enterprise	achieving change in WHS matters identifying, addressing and documenting barriers to investigation investigating WHS incidents in a systematic manner
Planning and organising	contributing to the assessment of resources needed to manage risk and, where appropriate, accessing these resources developing and implementing a risk control plan and evaluating risk controls gathering and analysing relevant workplace information and data managing projects
Self-management	contributing to the implementation of the WHS plan appropriate to own job role contributing to review and improvement of the WHS management system (WHSMS) appropriate to own job role managing own tasks within a timeframe
Learning	identifying how improvements will be implemented and resourced identifying the roles and responsibilities, and training needs required for implementation
Technology	accessing and downloading internal and external information and data on WHS using a range of communication media using WHSMS and other software

Packaging Rules

Total number of units = 9

5 core units plus

4 elective units of which:

at least 3 units must be Group A below

the remaining elective unit may be from:

Group A or Group B below

any currently endorsed Training Package or accredited course at the same qualification level or, if not listed below, from a Certificate IV or an Advanced Diploma.

The elective units chosen must be relevant to the work outcome and meet industry needs.

Core units

BSBWHS502A Manage effective WHS consultation and participation processes

BSBWHS503A Contribute to the systematic management of WHS risk

BSBWHS504A Manage WHS hazards and risks

BSBWHS505A Investigate WHS incidents

BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems

Elective units

Group A

BSBHRM509A Manage rehabilitation or return to work programs

BSBWHS410A Contribute to work-related health and safety measures and initiatives

BSBWHS507A Contribute to managing WHS information systems

BSBWHS508A Manage WHS hazards associated with plant

BSBWHS509A Facilitate the development and use of hazard-management tools

CHCFAM504C Respond to and contain critical incidents

PUAWER003B Manage and monitor workplace emergency procedures, equipment and other resources

OR

BSBWHS510A Contribute to implementing emergency procedures

Group B

BSBINN601B Manage organisational change

BSBMGT502B Manage people performance

BSBMGT516C Facilitate continuous improvement

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWHS408A Assist with effective WHS management of contractors

BSBWHS409A Assist with workplace monitoring processes

TAEDEL401A Plan, organise and deliver group-based learning

BSB51413 Diploma of Project Management

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0.

Description

This qualification reflects the role of individuals who apply project management skills and knowledge. They may manage projects in a variety of contexts, across a number of industry sectors. They have project leadership and management roles and are responsible for achieving project objectives. They possess a sound theoretical knowledge base and use a range of specialised, technical and managerial competencies to initiate, plan, execute and evaluate their own work and/or the work of others.

Job roles

Project manager (generic)

Project manager (industry specific)

Project leader

Project team leader

Project contract manager

Project vendor manager.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41513 Certificate IV in Project Management Practice

OR

with extensive vocational experience in project roles where they may have had some limited responsibility for the output of others but do not have a formal project management qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

other qualifications at Advanced Diploma level or above in project management.

Note: This qualification and specific units of competency may satisfy some requirements for national and international industry/professional certification. Persons seeking certification should check the requirements with certifying bodies.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	consulting with stakeholders and others on developing a range of project management related plans negotiating contracts and solutions to new and emerging issues producing a wide range of reports and charts to document project progress, milestones and outcomes
Teamwork	defining performance measures and managing the work of others through positive leadership delegating roles and responsibilities to team for the implementation of project plans
Problem-solving	analysing data and evaluating the effectiveness of systems calculating resource requirements and acquiring them designing control mechanisms and evaluating procedures implementing continuous improvement processes as required performing cost-benefit analyses and budgeting assessing and managing risk solving complex and non-routine difficulties tracking and monitoring projects using a variety of problem-solving and decision-making strategies
Initiative and enterprise	responding to new and changing circumstances to ensure project outcomes remain achievable reviewing processes to inform future activity
Planning and organising	developing a quality-assurance process and applying appropriate techniques and tools planning and managing projects in respect to time, cost, quality and resource management undertaking contingency planning and integrating all project processes
Self-management	managing own time and priorities and dealing with contingencies taking responsibility as required by work role and ensuring all organisational policies and procedures are followed using discretion and judgement required within complex environments using judgement in planning and selecting resources for self and others
Learning	providing learning and development opportunities for the project team counselling staff as required on skill-development requirements
Technology	using electronic communication devices and processes, such as internet, intranet and email to produce written correspondence and reports using project management specific software, including time-analysis and risk-analysis tools using technology to assist the management of information and the planning process

Packaging Rules

Total number of units = 12

8 core units plus

4 elective units which may be from Group A, B or any endorsed Training Package or accredited course at Diploma level or higher.

Elective units chosen must be relevant to the work and industry context for project management. They must not include the choice of the unit BSBPMG522A Undertake project work.

Core units

BSBPMG511A Manage project scope

BSBPMG512A Manage project time

BSBPMG513A Manage project quality

BSBPMG514A Manage project cost

BSBPMG515A Manage project human resources

BSBPMG516A Manage project information and communication

BSBPMG517A Manage project risk

BSBPMG521A Manage project integration

Elective units

Group A

BSBPMG518A Manage project procurement

BSBPMG519A Manage project stakeholder engagement

BSBPMG520A Manage project governance

Group B

BSBINM501A Manage an information or knowledge management system

BSBINN502A Build and sustain an innovative work environment

BSBMGT516C Facilitate continuous improvement

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

ICAICT511A Match IT needs with the strategic direction of the enterprise

ICAICT515A Verify client business requirements

MSS015002A Develop strategies for more sustainable use of resources

PSPETHC501B Promote the values and ethos of public service

BSB51507 Diploma of Purchasing

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. BSBCUS501B now BSBCUS501C BSBPUR501B now BSBPUR501C BSBPUR503B now BSBPUR503C BSBRSK501A now BSBRSK501B PSPPROC503A updated to PSPPROC503B PSPPROC504A updated to PSPPROC504B
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base in purchasing and demonstrate a range of managerial skills to ensure that purchasing activities are effectively conducted in an organisation or business area. Typically they would have responsibility for the work of other staff. They may work in any industry or organisational setting. They may have whole of procurement life cycle responsibilities or work in specific functions such as contract management or tendering.

Job roles

Contract Manager

Inventory and Purchasing Manager

Purchasing Consultant

Purchasing Coordinator

Purchasing Manager

Site and Purchasing Coordinator.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41607 Certificate IV in Purchasing or other relevant qualification/s

OR

vocational experience in assisting senior strategic procurement managers to manage purchasing activities but without formal purchasing qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Project Coordinator

Project Management Officer

Project Team Member

Project or Program Administrator.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB60407 Advanced Diploma of Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	conducting research to collect and analyse information and presenting it in report form consulting and negotiating with internal and external stakeholders negotiating contracts and using culturally appropriate communication when dealing with international clients questioning, clarifying and evaluating information resolving disagreements with suppliers writing in a range of styles to suit different audiences
Teamwork	building trust and fostering a supply chain culture supporting staff and networking with others working with others and clearly identifying their roles and responsibilities
Problem-solving	analysing data and evaluating the effectiveness of systems assessing financial viability of new opportunities and matching organisational capability with market needs calculating resource requirements and acquiring them comparing and evaluating data and reports developing strategies for improvement to business processes and systems performing cost benefit analyses, budgeting, assessing and managing risk solving complex and nonroutine difficulties using a variety of problemsolving and decision making strategies
Initiative and enterprise	determining logistics strategies and adjusting them in accordance with new and changing market needs improving systems and structures based on review and analysis of information
Planning and organising	applying strategic, supply chain and project management skills in complex environments developing systems that are flexible and responsive to changing circumstances planning and managing resource acquisition and deployment within budgetary constraints planning for contingencies and performance
Self-management	managing own time and priorities, and dealing with contingencies taking responsibility as required by work role and ensuring all legislative and organisational polices and procedures are followed using discretion and judgement when required within complex environments
Learning	following cultural requirements when dealing with international clients providing learning and development opportunities for staff supporting first time users of online purchasing systems
Technology	analysing the technical requirements for online purchasing reviewing technical performance and making improvements as required using specialist software to manage international purchasing and supply chain management

Packaging Rules

Total number of units = 8

5 core units plus

3 elective units

2 elective units must be selected from the elective units listed below.

The remaining 1 elective unit may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate IV or Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification.

Core units

BSBPUR501C Develop, implement and review purchasing strategies

BSBPUR502B Manage supplier relationships

BSBPUR504B Manage a supply chain

BSBRKG502B Manage and monitor business or records systems

BSBRSK501B Manage risk

Elective units

Customer Service

BSBCUS501C Manage quality customer service

Financial Management

BSBFIM501A Manage budgets and financial plans

Information Management

BSBINM501A Manage an information or knowledge management system

Learning and Development

BSBLED501A Develop a workplace learning environment

Management

BSBMGT502B Manage people performance

BSBMGT516C Facilitate continuous improvement

Work Health and Safety

BSBWHS501A Ensure a safe workplace

Purchasing and Contracting

BSBPUR503C Manage international purchasing

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

Imported units

PSPPROC503B Manage contract performance

PSPPROC504B Finalise contracts

PSPPROC506A Plan to manage a contract

BSB51607 Diploma of Quality Auditing

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG505A Manage project quality replaced with BSBPMG513A (unit title remains unchanged).
Release 2	New release of this Qualification with version 6 of BSB07 Business Services Training Package. Unit codes updated Outdated advice removed.
Release 1	Initial release.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.

Job roles

Quality Assurance Manager

Quality Facilitator

Quality and Improvement Consultant

Service Quality System Support Analyst.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB40207 Certificate IV in Business or other relevant qualification/s

OR

with extensive vocational experience in auditing and without formal auditing qualifications.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Administrator

Project Officer

Quality Assurance Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake a qualification in a specialist area within this Training Package such as marketing, management, human resources.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	adjusting interpersonal styles and methods as required communicating ideas and information to a wide range of persons consulting, questioning, clarifying and evaluating information negotiating followup action as required using excellent verbal and written skills to gather information and present formal audit reports
Teamwork	providing feedback to team members on their performance working with others and delegating roles and responsibilities to team members
Problem-solving	collecting, analysing, comparing and contrasting data providing strategies on how to address noncompliances solving problems in respect to risk and knowledge management systems
Initiative and enterprise	adopting innovative approaches to learning and improving team members’ skills identifying areas for improvement and recommending value adding activities leading an audit and offering flexible approaches to suit client’s business
Planning and organising	identifying risk and developing strategies to deal with it planning audit schedule and identifying resources required planning for contingencies, and monitoring and reviewing systems and activities
Self-management	managing own time and performance reflecting on own performance as an auditor working within organisational policies, procedures and legislative requirements
Learning	developing and maintaining own professional competence identifying learning needs and facilitating the management of knowledge maintaining currency of knowledge and skills in respect to risk and knowledge management
Technology	aligning data and information systems with the knowledge management system using technology to assist the management of information and to assist the planning process using word processing software and risk analysis tools

Packaging Rules

Total number of units = 8

8 elective units

3 elective units must be selected from the Group A units listed below.

2 elective units must be selected from the Group A or Group B units listed below or from an equivalent level qualification within this Training Package.

The remaining 3 elective units may be selected from the Group A or Group B units listed below, or any currently endorsed Training Package, or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate IV or Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Elective units

Group A units

Information Management

BSBINM501A Manage an information or knowledge management system

Quality Auditing

BSBAUD402B Participate in a quality audit

BSBAUD501B Initiate a quality audit

BSBAUD503B Lead a quality audit

BSBAUD504B Report on a quality audit

Risk Management

BSBRSK501B Manage risk

Group B units

Management

BSBMGT502B Manage people performance

BSBMGT516C Facilitate continuous improvement

Project Management

BSBPMG513A Manage project quality

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness

BSBWOR502B Ensure team effectiveness

BSB51707 Diploma of Recordkeeping

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.
Release 2	New release of this Qualification with version 6 of BSB07 Business Services Training Package. Unit codes updated.
Release 1	Initial release.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base in information and records management and use a range of specialised, technical or managerial competencies to ensure that business or records systems function effectively within an organisation. Typically they will work closely with other members of an organisation and have a high degree of autonomy with regards to business or records systems.

Job roles

Records and Information Coordinator

Records and Information Supervisor

Records and Information Team Leader.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41707 Certificate IV in Recordkeeping or other relevant qualification/s

OR

with vocational recordkeeping experience, but without a formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Records and Information Officer

Records and Information Clerk.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB60807 Advanced Diploma of Recordkeeping.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	negotiating solutions for workplace issues researching the recordkeeping requirements and terminology used in an organisation writing clear and succinct reports, and system procedures and rules
Teamwork	consulting with team members and other organisational staff to establish recordkeeping requirements providing feedback and instruction to system users
Problem-solving	developing classification schemes in line with organisational requirements developing strategies for implementation of business or records systems
Initiative and enterprise	addressing new and changing circumstances to ensure accurate and timely retrieval of records identifying new and emerging opportunities to increase effectiveness of business and records systems
Planning and organising	collecting, collating and analysing information using appropriate workplace business systems developing staff key performance indicators to monitor staff performance and using them in relation to business or records systems
Self-management	acting as an advocate for the use and take up of business or records systems managing own time and priorities and dealing with contingencies taking responsibility as required by work role and ensuring all legislative and organisational polices and procedures are adhered to
Learning	evaluating and improving training systems identifying training needs selecting and inducting staff
Technology	using electronic communication devices and processes such as internet, intranet, email to produce written correspondence and reports using technology to assist the management of information, to assist the planning process and to facilitate change

Packaging Rules

Total number of units = 8

3 core units plus

5 elective units

2 elective units must be selected from the elective units listed below or from an equivalent level qualification within this Training Package.

The remaining 3 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate IV or Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

Recordkeeping

BSBRKG502B Manage and monitor business or records systems

BSBRKG505B Document or reconstruct a business or records system

BSBRKG506A Develop and maintain terminology and classification schemes

Elective units

Customer Service

BSBCUS501C Manage quality customer service

General Administration

BSBADM502B Manage meetings

BSBADM506B Manage business document design and development

Information Management

BSBINM501A Manage an information or knowledge management system

Innovation

BSBINN301A Promote innovation in a team environment

Management

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

Project Management

BSBPMG522A Undertake project work

Risk Management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSB51807 Diploma of Unionism and Industrial Relations

Modification History

Release	Comments
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Elective units: BSBHRM503B Manage performance management systems replaced with BSBHRM512A Develop and manage performance management systems. BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who possess a sound theoretical knowledge base in unionism and industrial relations and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.

Job roles

Union Official.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

BSB41807 Certificate IV in Unionism and Industrial Relations or other relevant qualification/s

OR

with vocational experience in unionism but without a formal qualification

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Union Organiser

Workplace Union Representative.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may undertake:

BSB60407 Advanced Diploma of Management.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	conciliating and arbitrating on behalf of union members consulting with stakeholders managing conflict and resolving disputes negotiating solutions for workplace issues presenting information in a range of styles to suit a particular audience questioning, clarifying and evaluating information using advocacy skills to represent workers using persuasive questioning techniques
Teamwork	applying teamwork skills to organise and allocate responsibilities in negotiation and bargaining providing support for union organisers and coaching/mentoring as required working with diverse individuals and groups
Problem-solving	budgeting for campaigns or projects managing risk and developing contingency plans taking action to resolve worker issues thinking laterally when encountering resistance to proposed solutions to workplace issues
Initiative and enterprise	being creative and providing innovative solutions to complex issues developing a range of options when preparing cases for court or tribunal implementing continuous improvement processes making strategic decisions
Planning and organising	allocating resources as required collecting and analysing information and presenting it in an appropriate format conducting risk management audits and preparing action plans evaluating processes and recommending changes planning and managing major research projects planning, managing and reviewing campaigns
Self-management	having personal goals and vision for future campaigns managing own time and priorities and dealing with contingencies taking responsibility as required by work role and ensuring all organisational polices and procedures are followed
Learning	developing and maintaining professional competence in risk management maintaining knowledge of current industrial relations environment providing learning and development opportunities recording and monitoring staff training in risk management
Technology	preparing and filing forms electronically using business technology such as computers, and word processing and document management software using risk analysis software tools using the internet and web for research purposes

Packaging Rules

Total number of units = 8

3 core units plus

5 elective units

2 elective units must be selected from the Group A units listed below.

The remaining 3 elective units may be selected from the Group A or Group B units listed below, or any currently endorsed national Training Package or accredited course at the same qualification level. If not listed below 1 unit may be selected from either a Certificate IV or Advanced Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBRSK501B Manage risk

BSBWRK405A Promote union values, principles and policies

BSBWRK507A Apply strategic unionism

Group A units

Workplace Relations

BSBWRK501A Develop, manage and review campaigns and projects

BSBWRK502A Represent the union in key forums

BSBWRK503A Coordinate case preparation and research

BSBWRK504A Advocate and present cases for members

BSBWRK505A Develop, implement and manage union policy

BSBWRK506A Coordinate research and analysis

BSBWRK508A Manage and oversee bargaining

Group B units

Advertising

BSBADV507B Develop a media plan

Compliance

BSBCOM502B Evaluate and review compliance

Financial Management

BSBFIM501A Manage budgets and financial plans

General Administration

BSBADM502B Manage meetings

Human Resource Management

BSBHRM512A Develop and manage performance-management processes

Information Management

BSBINM501A Manage an information or knowledge management system

Learning and Development

BSBLED501A Develop a workplace learning environment

Management

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMGT516C Facilitate continuous improvement

Project Management

BSBPMG522A Undertake project work

Public Relations

BSBPUB504A Develop and implement crisis management plans

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Work Health and Safety

BSBWHS501A Ensure a safe workplace

Workplace Effectiveness

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSB60110 Advanced Diploma of Advertising

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Unit codes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who provide leadership and strategic direction for the advertising activities of an organisation. They analyse, design and execute judgements using wide-ranging technical, creative, conceptual and managerial competencies. Their knowledge base may be highly specialised or broad within the advertising field. These individuals are often accountable for group outcomes and for the overall performance of the advertising function in an organisation.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

account director

account planning manager

client services executive

client services director.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at advanced diploma level, including:

BSB50107 Diploma of Advertising or other relevant qualification

OR

with substantial vocational advertising experience, with overall responsibility for providing strategic direction and planning for an organisation’s advertising function, either domestically or internationally but without formal advertising qualifications

OR

with substantial vocational experience in senior advertising positions with a wide range of skills in a specialised advertising discipline and looking to consolidate specialist advertising skills with more generic management skills and without formal advertising qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	consulting and negotiating with internal and external stakeholders on the organisation’s strategic direction consulting, questioning, clarifying and evaluating information negotiating contracts preparing advertising briefs, marketing communications and media plans presenting information in report form using culturally appropriate communication when dealing with international clients writing in a range of styles to suit different audiences
Teamwork	giving feedback and providing coaching and mentoring to staff identifying and using the strengths of team members working with diverse groups and individuals
Problem-solving	addressing media placement problems managing risk and developing contingency plans monitoring advertising campaign performance measures and taking appropriate action if discrepancies appear against planned objectives working individually or within teams to resolve client concerns about advertising campaigns
Initiative and enterprise	developing creative briefs exploring joint ventures and strategic alliances generating a range of options in response to workplace challenges identifying trends and developments domestically and internationally, and investigating their viability scoping domestic and international advertising opportunities
Planning and organising	analysing and reviewing the organisation’s capabilities applying the organisation’s mission and vision in the strategic planning process developing quality assurance processes and applying appropriate techniques and tools identifying resource requirements and allocating to fit within budget constraints planning and managing projects in respect to time, cost, quality and resource management planning for contingencies and integrating all campaign processes
Self-management	managing own time and priorities and dealing with contingencies taking responsibility as required by job role and ensuring organisational policies and procedures are followed working within organisational policies and procedures and legislative requirements
Learning	evaluating advertising production process and media campaign performance learning ways to influence, modify and adapt to the external environment maintaining current knowledge of products and processes
Technology	monitoring progress of advertising campaigns using appropriate software using electronic communication devices and processes to produce written correspondence and reports, such as internet, intranet and email using online technologies for research and marketing purposes

Packaging Rules

Total number of units = 8

5 core units plus

3 elective units

2 of the elective units must be selected from the elective units listed below.

1 elective unit may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package. If not listed below, the unit may be selected from a Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBADV602B Develop an advertising campaign

BSBADV603B Manage advertising production

BSBADV604B Execute an advertising campaign

BSBADV605B Evaluate campaign effectiveness

BSBMKG523A Design and develop an integrated marketing communication plan

Elective units

Compliance

BSBCOM603C Plan and establish compliance management systems

Creating thinking

BSBCRT501A Originate and develop concepts

Design process

BSBDES601A Manage design realisation

BSBDES602A Research global design trends

Diversity

BSBDIV601A Develop and implement diversity policy

Financial management

BSBFIM601A Manage finances

Human resource management

BSBHRM602B Manage human resources strategic planning

Information management

BSBINM601A Manage knowledge and information

Innovation

BSBINN601B Manage organisational change

Management

BSBMGT605B Provide leadership across the organisation

BSBMGT608C Manage innovation and continuous improvement

BSBMGT615A Contribute to organisation development

BSBMGT616A Develop and implement strategic plans

BSBMGT617A Develop and implement a business plan

Marketing

BSBMKG611A Manage measurement of marketing effectiveness

BSBMKG603B Manage the marketing process

BSBMKG607B Manage market research

BSBMKG608A Develop organisational marketing objectives

BSBMKG609A Develop a marketing plan

Work health and safety

BSBWHS605A Develop, implement and maintain WHS management systems

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Imported units

PSPGOV602B Establish and maintain strategic networks

PSPPROC607A Manage strategic contracts

BSB60207 Advanced Diploma of Business

Modification History

Not applicable.

Description

Descriptor

This qualification reflects the role of individuals with significant expertise in either specialised or broad areas of skills and knowledge who are seeking to further develop expertise across a range of business functions. The qualification is suited to the needs of individuals who possess significant theoretical business skills and knowledge that they would like to develop in order to create further educational or employment opportunities.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

senior administrator

senior executive.

Pathways Information

Qualification pathways

Entry requirements

There are no entry requirements for this qualification.

Pathways into the qualification

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at advanced diploma level, including:

BSB50207 Diploma of Business or other relevant qualification

or

with substantial vocational experience in a range of environments, acting in a range of senior support or technical roles.

Licensing/Regulatory Information

Licensing, legislative, regulatory or certification considerations

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

Not applicable.

Employability Skills Summary

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY
BSB60207 Advanced Diploma of Business The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill	Industry or enterprise requirements for this qualification include:
Communication	conducting research to collect and analyse information in a range of reports consulting with others to develop a range of operational plans liaising with stakeholders and promoting participative workplace arrangements negotiating solutions to new and emerging issues
Teamwork	managing and developing others to be effective and empowered team members managing and providing feedback on individual and team performance
Problem-solving	assessing financial viability of new opportunities and matching organisational capability with market needs developing and managing risk management and contingency plans
Initiative and enterprise	encouraging creative and innovative workplace solutions identifying new and emerging opportunities for the business and developing strategies to capitalise on them managing, fostering and facilitating change
Planning and organising	developing systems that are flexible and responsive to changing circumstances planning for contingencies and performance of staff and systems
Self-management	dealing with contingencies managing own time and priorities taking responsibility as required by job role and ensuring organisational policies and procedures are adhered to
Learning	coaching and mentoring others to acquire new knowledge and skills managing the performance of team members by regular monitoring and review
Technology	using electronic communication devices and processes, such as internet, intranet and email to produce written correspondence and reports using technology to assist the management of information and to assist the planning process

Packaging Rules

Packaging Rules Total number of units = 8 elective units 6 elective units must be selected from the list below, with no more than 3 units selected from any one group. 2 elective units may be selected from the units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Diploma level. The units selected must be relevant to the work outcome, local industry requirements and the qualification level. Elective units Group A Advertising BSBADV602B Develop an advertising campaign BSBADV603B Manage advertising production BSBADV604B Execute an advertising campaign BSBADV605B Evaluate campaign effectiveness Group B Human resource management BSBHRM602B Manage human resources strategic planning Information management BSBINM601A Manage knowledge and information Innovation BSBINN601B Manage organisational change Management BSBMGT615A Contribute to organisation development Group C Marketing BSBMKG603B Manage the marketing process BSBMKG605B Evaluate international marketing opportunities BSBMKG606B Manage international marketing programs BSBMKG607B Manage market research BSBMKG608A Develop organisational marketing objectives BSBMKG609A Develop a marketing plan Group D Continuity BSBCON701A Establish and review the business continuity management framework and strategies Financial management BSBFIM601A Manage finances Information management BSBINM601A Manage knowledge and information Intellectual property BSBIPR601A Develop and implement strategies for intellectual property management Sustainability BSBSUS501A Develop workplace policy and procedures for sustainability

BSB60407 Advanced Diploma of Management

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Qualification updated to include Contact Centre Operations units of competency as electives. Outdated advice removed. Unit codes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who have senior or managerial responsibilities. They may oversee the work of others or have specialised roles where they do not supervise others but provide strategic leadership.

Job roles

Area Manager

Department Manager

Regional Manager.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points including:

BSB51107 Diploma of Management or other relevant qualification/s

OR

with substantial vocational experience, in management but without a formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Manager.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may choose to undertake studies at higher education level.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	consulting, questioning, clarifying and evaluating information interpreting customer needs negotiating budgets and plans and then redeveloping as required to meet organisational needs negotiating with internal and external stakeholders utilising excellent interpersonal skills, and producing a wide range of reports and making presentations as required
Teamwork	briefing various personnel on their roles and responsibilities regarding the implementation of the marketing plan coordinating resources and developing systems to manage team and individual performance defining performance measures and working collaboratively with team members identifying performance gaps and taking remedial action for underperformance
Problem-solving	assessing financial viability of new opportunities and matching organisational capability with market needs collecting and analysing data comparing and contrasting data conducting situational analyses developing and managing risk and contingency plans developing strategies for improvement performing cost benefit analyses, budgeting, assessing and managing risk
Initiative and enterprise	evaluating and improving market performance identifying strengths and opportunities within organisation’s projected capabilities and resources
Planning and organising	collecting, collating and analysing information using appropriate workplace business systems developing customer acquisition and retention strategies developing systems that are flexible and responsive to changing circumstances evaluating processes and making changes as required planning and managing resource acquisition and deployment within budgetary constraints planning for contingencies
Self-management	applying discretion and judgement within complex environments managing own time and performance using judgement in planning and in the selection and allocation of resources working within organisational policies and procedures and legislative requirements
Learning	coaching and mentoring others to acquire new knowledge and skills providing learning and development opportunities
Technology	creating presentations using a range of media using computerised systems, software and telecommunication devices using technology to assist with the management of information and to assist the planning process using technology to record and generate ideas

Packaging Rules

Total number of units = 8

3 core units plus

5 elective units

3 elective units must be selected from the elective units listed below.

The remaining 2 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from a Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBINN601B Manage organisational change

BSBMGT605B Provide leadership across the organisation

BSBMGT616A Develop and implement strategic plans

Elective units

BSBCCO601B Optimise customer contact operations

BSBCCO602B Manage customer contact information

BSBCCO603B Design and launch new customer contact facilities

BSBCCO604B Develop and maintain a service level strategy

BSBCCO605B Develop and maintain a customer contact marketing strategy

BSBCCO606B Forecast and plan using customer contact traffic information analysis

BSBCCO607B Manage customer contact centre staffing

BSBCCO608B Manage customer contact operational costs

BSBCOM603C Plan and establish compliance management systems

BSBDIV601A Develop and implement diversity policy

BSBFIM601A Manage finances

BSBINM601A Manage knowledge and information

BSBIPR601A Develop and implement strategies for intellectual property management

BSBMGT608C Manage innovation and continuous improvement

BSBMGT615A Contribute to organisation development

BSBMGT617A Develop and implement a business plan

BSBMKG609A Develop a marketing plan

BSBRKG601B Define recordkeeping framework

BSBRSK501B Manage risk

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWHS605A Develop, implement and maintain WHS management systems

PSPGOV602B Establish and maintain strategic networks

PSPPROC607A Manage strategic contracts

BSB60507 Advanced Diploma of Marketing

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Unit codes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who provide leadership and strategic direction in the marketing activities of an organisation. They analyse, design and execute judgements using wide-ranging technical, creative, conceptual and managerial competencies. Their knowledge base may be highly specialised or broad within the marketing field. These individuals are often accountable for group outcomes and for the overall performance of the marketing function of an organisation.

Job roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

marketing director

marketing strategist

national, regional or global marketing manager.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at advanced diploma level, including:

BSB51207 Diploma of Marketing or other relevant qualification

OR

with substantial vocational marketing experience, with overall responsibility for providing strategic direction and planning for an organisation’s marketing function, either domestically or internationally but without a formal marketing qualification

OR

with extensive vocational marketing experience in senior marketing positions with a wide range of skills in a specialised marketing communications discipline and looking to consolidate specialist marketing skills with more generic management skills, but without a formal marketing qualification.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry or enterprise requirements for this qualification include:
Communication	effectively using culturally appropriate communication establishing and using appropriate formal or informal networks negotiating budgets, strategic and operational plans and re-developing them as required to meet organisational needs negotiating contracts negotiating solutions to new and emerging issues producing a wide range of reports and making presentations
Teamwork	defining performance measures and working collaboratively with team members delegating and briefing various personnel on their roles and responsibilities regarding the implementation of strategic, marketing and other business plans demonstrating leadership in evaluating policies and procedures identifying performance gaps and taking remedial action for under-performance producing a positive and productive workplace that encourages maximum participation
Problem-solving	assessing financial viability of new opportunities and matching organisational capability with market needs comparing and evaluating data and reports developing and managing risk and contingency plans interpreting forecasts when analysing potential overseas markets resolving employee relations problems reviewing market performance
Initiative and enterprise	exploring joint ventures and strategic alliances identifying trends and developments domestically and internationally, and investigating their viability managing diversity and identifying opportunities for improved communication and processes scoping international marketing opportunities
Planning and organising	demonstrating excellent project management skills across the business developing systems that are flexible and responsive to changing circumstances implementing, reviewing and evaluating systems and processes monitoring marketing performance against established targets planning for contingencies
Self-management	applying discretion and judgement within complex environments applying the organisation’s workplace vision and mission managing own time and priorities and dealing with contingencies taking responsibility as required by job role and ensuring organisational policies and procedures are followed
Learning	coaching under-performers and developing education plans that promote and encourage performance providing induction and training for specific job roles providing learning and development opportunities
Technology	creating presentations using a range of media using business technology, such as risk analysis tools and word processing and document management software using online technologies for research and marketing purposes using technology to assist the management of information and to assist in the planning process

Packaging Rules

Total number of units = 8

4 core units plus

4 elective units

At least 3 of the elective units must be selected from the elective units listed below.

The remaining elective unit may be selected from elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at this qualification level or Diploma level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBMKG603B Manage the marketing process

BSBMKG607B Manage market research

BSBMKG608A Develop organisational marketing objectives

BSBMKG609A Develop a marketing plan

Elective units

Advertising

BSBMKG523A Design and develop an integrated marketing communication plan

Compliance

BSBCOM603C Plan and establish compliance management systems

Diversity

BSBDIV601A Develop and implement diversity policy

Financial management

BSBFIM601A Manage finances

Information management

BSBINM601A Manage knowledge and information

Innovation

BSBINN601B Manage organisational change

Management

BSBMGT605B Provide leadership across the organisation

BSBMGT608C Manage innovation and continuous improvement

BSBMGT616A Develop and implement strategic plans

BSBMGT617A Develop and implement a business plan

Marketing

BSBMKG520A Manage compliance within the marketing legislative framework

BSBMKG605B Evaluate international marketing opportunities

BSBMKG606B Manage international marketing programs

BSBMKG611A Manage measurement of marketing effectiveness

Work health and safety

BSBWHS605A Develop, implement and maintain WHS management systems

Risk management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Imported units

PSPGOV602B Establish and maintain strategic networks

PSPPROC607A Manage strategic contracts

BSB60612 Advanced Diploma of Work Health and Safety

Modification History

Release	Comments
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Elective unit BSBPMG510A Manage projects replaced with BSBPMG522A Undertake project work.
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces but is not equivalent to BSB60607 Advanced Diploma of Occupational Health and Safety. BSB60607 used an elective only model, BSB60612 uses core and elective model.

Description

This qualification is suitable for people who apply advanced practical knowledge to coordinate, facilitate and maintain the work health and safety (WHS) program in one or more fields of work in an organisation, such as a WHS practitioner or HR practitioner. They may work under the guidance of an occupational health and safety professional.

Pathways Information

Pathways into the qualification

Preferred pathways for candidates entering this qualification include experience in coordinating and maintaining a WHS program.

Note: This qualification or specific units of competency may satisfy some requirements for WHS skilled and practising advisors. Persons seeking certification should check the requirements with certifying bodies.

Pathways from the qualification

After achieving this qualification candidates may undertake further qualifications in the field of WHS.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

All core units in BSB51312 Diploma of Work Health and Safety or equivalent competencies:

BSBWHS502A Manage effective WHS consultation and participation processes

BSBWHS503A Contribute to the systematic management of WHS risk

BSBWHS504A Manage WHS hazards and risks

BSBWHS505A Investigate WHS incidents

BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	identifying and implementing communication strategies using appropriate tools and methods preparing reports and communications for a range of target groups working effectively with legal advisors and others
Teamwork	collaborating with WHS/OHS and other professionals to develop and agree on scope of work to be undertaken, types of services required, and how the professionals will work with self and others supporting everyone to do their best thinking and practice using language appropriate to the work team and the task
Problem-solving	applying knowledge of outcomes of risk assessment, WHS hazards and risk controls, and WHS legislation to select risk-treatment options identifying areas for improvement reviewing effectiveness of communication strategies and making changes to achieve required improvements
Initiative and enterprise	identifying changes, amendments and emerging issues in legislation relevant to the organisation making observations of workplace tasks and interactions between people, their activities, equipment, environment and systems recognising scope of WHS competencies of self and others
Planning and organising	developing a WHS plan implementing and monitoring designated actions in plans working with individuals and parties to produce a WHS plan that meets requirements and is appropriate to the organisation
Self-management	developing and implementing an initial WHS review, as required, appropriate to own job role fulfilling own WHS roles, functions and responsibilities and supporting others to fulfil their WHS roles, functions and responsibilities managing own tasks within a timeframe reviewing own effectiveness and that of others, and working with others to achieve required improvements
Learning	assisting with developing, delivering and evaluating training to meet identified training needs and legal requirements for training identifying, analysing and addressing training needs
Technology	accessing and downloading internal and external information and data on WHS using a range of communication media using electronic information and data systems to enter workplace information and data, and produce effective graphical representation

Packaging Rules

Total number of units = 8

5 core units plus

3 elective units of which:

up to 3 units may be from the elective units below

up to 2 units may be from any currently endorsed Training Package or accredited course at the same qualification level or, if not listed below, 1 elective unit may be selected from a Diploma.

The elective units chosen must be relevant to the work outcome and meet industry needs.

Core units

BSBWHS601A Apply legislative frameworks for WHS

BSBWHS602A Facilitate WHS activities

BSBWHS603A Implement WHS risk management

BSBWHS604A Evaluate the WHS performance of organisations

BSBWHS605A Develop, implement and maintain WHS management systems

Elective units

BSBINN601B Manage organisational change

BSBMGT608C Manage innovation and continuous improvement

OR

CHCORG501B Facilitate workplace change and innovation

BSBMGT616A Develop and implement strategic plans

BSBPMG522A Undertake project work

BSBWHS606A Conduct WHS audits

BSBWHS607A Apply ergonomics to manage WHS hazards and risks

BSBWHS608A Assist with applying occupational hygiene to manage WHS hazards and risks

BSBWHS609A Advise on the application of safe design principles to control WHS risks

BSB60707 Advanced Diploma of Project Management

Modification History

Release	Comments
Release 3	This version first released with BSB07 Business Training Package Version 8.1 Typographical error - Amendment made to Qualification code (from BSB51407 to BSB51413) under Pathways Information.
Release 2	This version first released with BSB07 Business Services Training Package Version 8.0. Amendment made to Qualification code (from BSB51407 to BSB51413) under Pathways Information.
Release 1	Initial release.

Description

This qualification reflects the role of individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies. Their knowledge base may be specialised or broad. These individuals are often accountable for group outcomes.

Job roles

Branch/Section Leader - Project Management

Project Manager

Project Manager - Construction/Health.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points including:

BSB51413 Diploma of Project Management or other relevant qualification/s

OR

with extensive vocational experience in the leadership of projects and teams but without a formal project management qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Project Leader

Project Management Facilitator

Project or Program Administrator.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may choose to undertake studies at higher education level.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	consulting and negotiating contracts as required consulting with stakeholders and others on managing a range of project plans developing and managing formal and informal communication networks developing communication management plans and activities negotiating solutions to new and emerging issues producing a wide range of reports, visual presentations and charts to document project progress, milestones and outcomes utilising excellent interpersonal skills to consult, question, clarify and evaluate information
Teamwork	assigning responsibilities and supporting project managers demonstrating high level positive leadership and personnel management providing feedback while managing delivery environments of projects
Problem-solving	analysing, coordinating and refining budgets coordinating conflicting requirements of individual projects designing control mechanisms for integrated projects managing human resources requirements using a range of problemsolving and decision making strategies
Initiative and enterprise	applying learning about ergonomic activities to develop improved processes identifying improvements to work design and organisation reviewing processes to inform future activity
Planning and organising	designing the work environment by matching people, their activities, equipment and systems managing within a quality management system, the complex interrelationships between projects including scope, risk, resources, time, cost, quality and communication tracking and monitoring projects
Self-management	planning own work selecting and prioritising projects within scope of one’s job role working within organisational policies and procedures, and legislative requirements
Learning	establishing and implementing systems for ongoing development and training of personnel passing on to higher authority, lessons learned from integrated project management
Technology	using a range of software including project management specific programs and databases to analyse information using electronic communication devices and processes such as internet, intranet, email to produce written correspondence, Gantt charts, schedules and reports using technology to assist the management of information and to assist the planning process

Packaging Rules

Total number of units = 9

9 core units

Core units

Project Management

BSBPMG601A Direct the integration of projects

BSBPMG602A Direct the scope of a project program

BSBPMG603A Direct time management of a project program

BSBPMG604A Direct cost management of a project program

BSBPMG605A Direct quality management of a project program

BSBPMG606A Direct human resources management of a project program

BSBPMG607A Direct communications management of a project program

BSBPMG608A Direct risk management of a project program

BSBPMG609A Direct procurement and contracting for a project program

BSB60807 Advanced Diploma of Recordkeeping

Modification History

Release	Comments
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Unit codes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals with understanding and specialist knowledge of business or records systems, with depth in some areas. They may provide strategic direction for business or records systems in larger organisations with responsibility for a team. They may also be individuals with sole responsibility for business or records systems in smaller organisations.

Job roles

Records and Information Consultant

Records and Information Manager.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points including:

after achieving the BSB51707 Diploma of Recordkeeping or other relevant qualification/s

OR

with substantial vocational recordkeeping experience but without a formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Records and Information Coordinator

Records and Information Supervisor

Records and Information Team Leader.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may choose to undertake qualifications at a higher education level.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	interpreting customer needs negotiating with internal and external stakeholders utilising excellent interpersonal skills and producing a wide range of reports and making presentations as required
Teamwork	briefing various personnel on their roles and responsibilities regarding the implementation of business or records systems defining performance measures and working collaboratively with team members identifying performance gaps and taking remedial action for underperformance
Problem-solving	developing records frameworks, policies and procedures to assist organisational members in addressing recordkeeping needs developing strategies to support the design and implementation of business or records systems
Initiative and enterprise	addressing new and changing circumstances to ensure systems take advantage of latest practices and technologies identifying new and emerging opportunities to assist organisation in maximising the advantages provided by business or records systems
Planning and organising	developing staff key performance indicators to monitor performance and using them in relation to business or records systems
Self-management	applying discretion and judgement within complex environments managing own time and performance using judgement in planning, selecting and allocating resources working within organisational policies and procedures and legislative requirements
Learning	coaching and mentoring others to acquire new knowledge and skills providing learning and development opportunities
Technology	creating presentations using a range of media using technology to assist with the management of information and to assist the planning process

Packaging Rules

Total number of units = 8

8 elective units

5 elective units must be selected from the Group A units listed below.

The remaining 3 elective units may be selected from the Group A or Group B units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from a Diploma qualification.

Elective units must be relevant to the work outcomes, local industry requirements and the qualification level.

Elective Units

Group A units

Recordkeeping

BSBRKG601B Define recordkeeping framework

BSBRKG603B Prepare a functional analysis for an organisation

BSBRKG604B Determine security and access rules and procedures

BSBRKG605B Determine records requirements to document a function

BSBRKG606B Design a records retention and disposal schedule

BSBRKG607B Document and monitor the record-creating context

BSBRKG608B Plan management of records over time

Group B units

Compliance

BSBCOM603C Plan and establish compliance management systems

Diversity

BSBDIV601A Develop and implement diversity policy

Information Management

BSBINM601A Manage knowledge and information

Innovation

BSBINN502A Build and sustain an innovative work environment

BSBINN601B Manage organisational change

Financial Management

BSBFIM601A Manage finances

Management

BSBMGT605B Provide leadership across the organisation

BSBMGT608C Manage innovation and continuous improvement

BSBMGT615A Contribute to organisation development

BSBMGT616A Develop and implement strategic plans

BSBMGT617A Develop and implement a business plan

Work Health and Safety

BSBWHS605A Develop, implement and maintain WHS management systems

Risk Management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Imported Units

PSPGOV602B Establish and maintain strategic networks

PSPPROC607A Manage strategic contracts

BSB60907 Advanced Diploma of Management (Human Resources)

Modification History

Release	Comments
Release 5	This version first released with BSB07 Business Training Package Version 8.1 Typographical error - Amendment made to Qualification code (from BSB50607 to BSB50613) under Pathways Information.
Release 4	This version first released with BSB07 Business Services Training Package Version 8.0. Amendment made to Qualification code (from BSB50607 to BSB50613) under Pathways Information.
Release 3	New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.
Release 2	New release of this Qualification with BSB07 Business Services Training Package version 6.0. Outdated advice removed. Unit codes updated.
Release 1	Initial release of this Qualification.

Description

This qualification reflects the role of individuals who provide leadership and strategic direction in the human resources activities of an organisation. They analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies. Their knowledge base may be highly specialised or broad within the human resources field. These individuals are often accountable for group outcomes and for the overall performance of the human resources function of an organisation.

Job roles

Human Resources Director

Human Resources Strategist

National, Regional or Global Human Resources Manager.

Pathways Information

Pathways into the qualification

Candidates may enter the qualification through a number of entry points including:

BSB50613 Diploma of Human Resources Management or other relevant qualification/s

OR

with substantial vocational experience in human resources management but without a formal qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Human Resources Advisor

Human Resources and Change Manager

Human Resources Consultant

Human Resources Manager

Senior Human Resources Officer.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification

After achieving this qualification candidates may choose to undertake qualifications at a higher education level.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	consulting, questioning, clarifying and evaluating information interpreting customer needs negotiating budgets and plans and then redeveloping as required to meet organisational needs negotiating with internal and external stakeholders utilising excellent interpersonal skills, and producing a wide range of reports and making presentations as required
Teamwork	briefing various personnel on their roles and responsibilities regarding the implementation of the marketing plan coordinating resources and developing systems to manage team and individual performance defining performance measures and working collaboratively with team members identifying performance gaps and taking remedial action for underperformance
Problem-solving	collecting and analysing data comparing and contrasting data conducting situational analyses developing and managing risk and contingency plans developing strategies for improvement performing cost benefit analyses, budgeting, assessing and managing risk
Initiative and enterprise	evaluating and improving market performance identifying strengths and opportunities within organisation’s projected capabilities and resources
Planning and organising	managing human resources strategic planning collecting, collating and analysing information using appropriate workplace business systems developing customer acquisition and retention strategies developing systems that are flexible and responsive to changing circumstances evaluating processes and making changes as required planning and managing resource acquisition and deployment within budgetary constraints planning for contingencies
Self-management	applying discretion and judgement within complex environments managing own time and performance using judgement in planning and in selecting and allocating resources working within organisational policies and procedures and legislative requirements
Learning	coaching and mentoring others to acquire new knowledge and skills providing learning and development opportunities
Technology	creating presentations using a range of media using computerised systems, software and telecommunication devices using technology to assist with the management of information and to assist the planning process using technology to record and generate ideas

Packaging Rules

Total number of units = 8

6 core units plus

2 elective units

The 2 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 elective unit may be selected from a Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBDIV601A Develop and implement diversity policy

BSBHRM602B Manage human resources strategic planning

BSBINN601B Manage organisational change

BSBMGT605B Provide leadership across the organisation

BSBMGT615A Contribute to organisation development

BSBMGT616A Develop and implement strategic plans

Elective units

Compliance

BSBCOM603C Plan and establish compliance management systems

Financial Management

BSBFIM601A Manage finances

Information Management

BSBINM601A Manage knowledge and information

Management

BSBMGT608C Manage innovation and continuous improvement

BSBMGT617A Develop and implement a business plan

Marketing

BSBMKG609A Develop a marketing plan

Recordkeeping

BSBRKG601B Define recordkeeping framework

Risk Management

BSBRSK501B Manage risk

Sustainability

BSBSUS501A Develop workplace policy and procedures for sustainability

Work Health and Safety

BSBWHS605A Develop, implement and maintain WHS management systems

Imported Units

PSPGOV602B Establish and maintain strategic networks

PSPPROC607A Manage strategic contracts

BSBSS00001 Aspiring Supervisor Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from this skill set can contribute to BSB30110 Certificate III in Business.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBFLM303C	Contribute to effective workplace relationships
BSBFLM305C	Support operational plan
BSBFLM306C	Provide workplace information and resourcing plans
BSBFLM312C	Contribute to team effectiveness

Target Group

Target Group	This skill set is for staff who plan to move into supervisory or team leader roles.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency from BSB07 Business Services Training Package meet the industry requirements for people with supervisory or managerial aspirations.

BSBSS00002 Basic Contact Centre Operations Skill Set

Modification History

Release	Comments
Release 3	New release of this Skill Set released with version 7 of BSB07 Business Services Training Package. Updated unit BSBOHS201A to BSBWHS201A Contribute to health and safety of self and others.
Release 2	New release of this Skill Set released with version 6 of BSB07 Business Services Training Package. Updated unit code.

Description

Not applicable.

Pathways Information

These units of competency provide credit towards a range of qualifications, including: BSB20211 Certificate II in Customer Contact BSB30211 Certificate III in Customer Contact.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

BSBWHS201A	Contribute to health and safety of self and others
BSBCCO205A	Prepare for work in a customer contact environment
BSBCCO203A	Conduct customer contact
BSBITU101A	Operate a personal computer

Target Group

This Skill Set is designed for persons who are seeking to enter the industry and require basic operator skills or are working in a contact centre and require recognition of their current skills.

Suggested words for Statement of Attainment

These units of competency from the BSB07 Business Services Training Package meet basic competency requirements for operators in a contact centre.

BSBSS00003 Copyright Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from within this Skill Set can contribute to a number of qualifications, including the BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, BSB50507 Diploma of Franchising and BSB51107 Diploma of Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBIPR401A	Use and respect copyright
BSBIPR501A	Manage intellectual property to protect and grow business

Target Group

Target Group	This skill set is for people who need to manage the protection and commercialisation of original works within an organisation.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for the management of the protection and use of original works within an organisation.

BSBSS00004 Design Fundamentals Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units of competency provide credit towards a broad range of qualifications in multiple industry and community contexts

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBDES202A	Evaluate the nature of design in a specific industry context
BSBCRT101A	Apply critical thinking techniques
BSBDES201A	Follow a design process

Target Group

Target Group	This Skill Set is for individuals working in any industry context who need to develop and apply an appreciation of the design process in improving individual work processes and practices. Good design processes include the application of critical thinking to a range of situations and challenges including product and service requirements arising from particular business or community needs.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency from the BSB07 Business Services Training Package meet broad industry and community requirements for the development and application of basic design fundamental skills.

BSBSS00005 Design Protection Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from within this Skill Set can contribute to a number of qualifications, including the BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, BSB50507 Diploma of Franchising and BSB51107 Diploma of Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBIPR404A	Protect and use innovative designs
BSBIPR501A	Manage intellectual property to protect and grow business

Target Group

Target Group	This skill set is for people who need to manage the protection and commercialisation of innovative designs within an organisation.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for the management of the protection and use of innovative designs within an organisation.

BSBSS00006 Franchising Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units provide credit towards a number of qualifications, including the BSB50507 Diploma of Franchising.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBFRA502B	Manage a franchise operation
BSBFRA504B	Manage relationships with franchisees
BSBFRA505B	Manage closure of a franchise

Target Group

Target Group	This skill set is for consultants assisting people to buy into a franchise or to franchise their own business operation.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for providing consultancy services to franchisors and franchisees.

BSBSS00007 Governance Induction Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units provide credit towards the BSB40907 Certificate IV in Governance.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBGOV401A	Implement Board member responsibilities
BSBGOV402A	Work within organisational structure
BSBGOV403A	Analyse financial reports and budgets

Target Group

Target Group	This skill set is for individuals who are new to positions on a Board of governance.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for new Board members.

BSBSS00008 Innovation Leadership Skill Set

Modification History

Version	Comments
Release 1	This Skill Set first released with BSB07 Business Services Training Package version 6

Description

This skill set is for individuals who will have a leadership role in promoting innovation within the whole organisation or within a division.

Pathways Information

The units provide credit towards a range of qualifications, including BSB40207 Certificate IV in Business, BSB50207 Diploma of Business and BSB40407 Certificate IV in Small Business management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

BSBINN501A Establish systems that support innovation

BSBINN502A Build and sustain an innovative work environment

SIRXQUA002A Lead a team to foster innovation

Target Group

Someone who has a leadership role in an organisation and may include (but not limited to) a Manager of Research, Product Development, or a Divisional Manager.

Suggested words for Statement of Attainment

These units of competency from BSB07 Business Services Training Package meet the industry requirements for individuals who lead innovation at all levels of the workforce.

BSBSS00009 Innovation Practice Skill Set

Modification History

Release	Comments
Release 1	This Skill Set first released with BSB07 Business Services Training Package version 6

Description

This Skill Set is for individuals who make a substantial contribution and have a level of ownership of innovation within an organisation.

Pathways Information

The units provide credit towards a range of qualifications in BSB07, including BSB30307 Certificate III in Micro Business Operations.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

BSBCRT402A Collaborate in a creative process

BSBCRT501A Originate and develop concepts

Target Group

Existing workers who have contributed to and helped to implement an innovation system within an organisation.

Suggested words for Statement of Attainment

These units of competency from BSB07 Business Services Training Package meet the industry requirements for individuals who contribute to an innovative workplace.

BSBSS00010 Intellectual Property Strategic Management Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from within this Skill Set can contribute to a number of qualifications, including the BSB50207 Diploma of Business, BSB50507 Diploma of Franchising, BSB51107 Diploma of Management, BSB60207 Advanced Diploma of Business, and BSB60407 Advanced Diploma of Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBIPR501A	Manage intellectual property to protect and grow business
BSBIPR601A	Develop and implement strategies for intellectual property management

Target Group

Target Group	This skill set is for managers who need to develop strategies for the management and commercialisation of intellectual property.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for developing and managing intellectual property strategies.

BSBSS00011 Key Management Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units provide credit towards a number of qualifications including the BSB40807 Certificate IV in Frontline Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBMGT401A	Show leadership in the workplace
BSBMGT402A	Implement operational plan
BSBWOR402A	Promote team effectiveness

Target Group

Target Group	This skill set is for people newly promoted to the position of supervisor, leading hand or team leader.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for a supervisor.

BSBSS00012 Key Recordkeeping Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units provide credit towards the BSB30807 Certificate III in Recordkeeping.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBRKG305A	Review recordkeeping functions
BSBRKG301B	Control records
BSBRKG302B	Undertake disposal

Target Group

Target Group	This skill set is for individuals who have operational responsibilities with regards to records and/or recordkeeping systems.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for recordkeeping at an operational level within an organisation.

BSBSS00013 Legal Transcription Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units provide credit towards a number of qualifications including the BSB40207 Certificate IV in Business and the BSB40507 Certificate IV in Business Administration.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBADM411A	Produce complex texts from audio transcription
BSBITU307A	Develop keyboarding speed and accuracy
BSBLEG305A	Use legal terminology in order to carry out tasks
BSBRES401A	Analyse and present research information
BSBWRT401A	Write complex documents

Target Group

Target Group	This skill set is for individuals providing transcription services to the legal industry.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for a legal transcription typist.

BSBSS00014 Managing Innovation Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from this skill set can contribute to a number of qualifications, including BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, and BSB51107 Diploma of Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBINN502A	Build and sustain an innovative work environment
BSBINN501A	Establish systems that support innovation
BSBIPR402A	Protect and use new inventions and innovations

Target Group

Target Group	This skill set is for individuals whose role includes fostering innovation at all levels of the workforce.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency from BSB07 Business Services Training Package meet the industry requirements for fostering innovation at all levels of the workforce.

BSBSS00015 Medical Transcription Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units provide credit towards a number of qualifications including, the BSB40207 Certificate IV in Business and the BSB40507 Certificate IV in Business Administration.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBADM411A	Produce complex texts from audio transcription
BSBITU307A	Develop keyboarding speed and accuracy
BSBMED301B	Interpret and apply medical terminology appropriately
BSBRES401A	Analyse and present research information
BSBWRT401A	Write complex documents

Target Group

Target Group	This skill set is for individuals providing transcription services to the medical industry.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for a medical transcription typist.

BSBSS00016 Patent Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from within this Skill Set can contribute to a number of qualifications, including the BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, BSB50507 Diploma of Franchising and BSB51107 Diploma of Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBIPR402A	Protect and use new inventions and innovations
BSBIPR501A	Manage intellectual property to protect and grow business

Target Group

Target Group	This skill set is for people who need to manage the protection and commercialisation of inventions and innovations within an organisation.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for the management of the protection and use of inventions and innovations within an organisation.

BSBSS00017 Small Business Contracting Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	The BSB units of competency provide credit towards the BSB40407 Certificate IV in Small Business Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBSMB401A	Establish legal and risk management requirements of small business
BSBSMB402A	Plan small business finances
PSPGOV407B	Provide a quotation

Target Group

Target Group	This skill set is for small business practitioners who are pursuing contracted business opportunities. It may relate to people who operate a small business on a day-to-day basis either as an owner-operator or as an employed operator/manager.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency meet the industry requirements for conducting business via contracted activity.

BSBSS00018 Small Business Financial Management Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	BSBSMB304A Determine resource requirements for the micro business provides credit towards the BSB30307 Certificate III in Micro Business Operations. BSBSMB402A Plan small business finances provides credit towards the BSB40407 Certificate IV in Small Business Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBSMB304A	Determine resource requirements for the micro business
BSBSMB402A	Plan small business finances
BSBSMB406A	Manage small business finances

Target Group

Target Group	This skill set is for small business practitioners who are managing finances for a small business. It may relate to people who are establishing or operating a micro business providing for self employment.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency meet the industry requirements for financial management.

BSBSS00019 Small Business Home Based Business Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	These units of competency provide credit towards the BSB30307 Certificate III in Micro Business Operations.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBSMB304A	Determine resource requirements for the micro business
BSBSMB306A	Plan a home based business
BSBSMB307A	Set up information and communications technology for the micro business

Target Group

Target Group	This skill set is for people who are establishing or operating a micro business providing for self employment.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency meet the industry requirements for establishing or operating a home-based micro business.

BSBSS00020 Small Business Indigenous Corporate Governance Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	BSBATSIM416A Oversee organisational planning provides credit towards the BSB41910 Certificate IV in Business (Governance). BSBGOV401A Implement Board member responsibilities and BSBGOV402A Work within organisational structure provide credit towards the BSB40907 Certificate IV in Governance.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBATSIM416A	Oversee organisational planning
BSBGOV401A	Implement Board member responsibilities
BSBGOV402A	Work within organisational structure

Target Group

Target Group	This skill set is for small business practitioners who are involved in Indigenous corporate governance. It may relate to people who manage a small business on a day-to-day basis for Indigenous organisations.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency meet the industry requirements for providing corporate governance advice within Indigenous organisations.

BSBSS00021 Small Business Intellectual Property Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from within this Skill Set can contribute to a number of qualifications, including BSB30307 Certificate III in Micro Business Operations, BSB40207 Certificate IV in Business, BSB40407 Certificate IV in Small Business Management and BSB40707 Certificate IV Franchising.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBIPR405A	Protect and use intangible assets in small business
BSBCRT501A	Originate and develop concepts

Target Group

Target Group	This skill set is for people who need to manage the protection and commercialisation of intellectual property in small business.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for the protection of intellectual property in small business.

BSBSS00022 Small Business Marketing Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	BSBSMB301A Investigate micro business opportunities provides credit towards the BSB30307 Certificate III in Micro Business Operations. BSBMKG414B Undertake marketing activities and BSBSMB403A Market the small business provide credit towards the BSB40407 Certificate IV in Small Business Management. BSBMKG401B Profile the market and BSBMKG402B Analyse consumer behavior for specific markets provide credit towards the BSB41307 Certificate IV in Marketing.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBMKG401B	Profile the market
BSBMKG402B	Analyse consumer behaviour for specific markets
BSBMKG414B	Undertake marketing activities
BSBSMB403A	Market the small business
BSBSMB301A	Investigate micro business opportunities

Target Group

Target Group	This skill set is for small business practitioners who are conducting marketing activities. It may relate to people who operate a small business on a day-to-day basis either as an owner-operator or as an employed operator/manager.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These units of competency meet the industry requirements for conducting marketing activities for a small business.

BSBSS00023 Small Business Operations Preparatory Skill Set

Modification History

Release	Comments
Release 2	New release of this Skill Set released with version 6 of BSB07 Business Services Training Package. Updated code of unit.

Description

Not applicable.

Pathways Information

BSBIND201A Work effectively in a business environment provides credit towards the BSB10107 Certificate I in Business. BSBWOR204A Use business technology provides credit towards the BSB20107 Certificate II in Business.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

BSBIND201A	Work effectively in a business environment
BSBSMB201A	Identify suitability for micro business
BSBWOR204A	Use business technology
FNSFLT203A	Develop understanding of debt and consumer credit

Target Group

This skill set is for people who are assisting with small business operations or are intending to start a small business. It may relate to people working in a micro/small business or to people examining the potential for establishing a micro business.

Suggested words for Statement of Attainment

These units of competency meet the industry requirements for providing assistance with the management of a small business.

BSBSS00024 Small Business Preparatory Skill Set

Modification History

Release	Comments
Release 2	New release of this SKill Set released with version 6 of BSB07 Business Services Training Package. Updated unit code

Description

Not applicable.

Pathways Information

The BSB units of competency provide credit towards the BSB10107 Certificate I in Business. FNSFLT201A Develop and use a personal budget provides credit towards the BSB30307 Certificate III in Micro Business Operations.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

BSBADM101A	Use business equipment and resources
BSBITU101A	Operate a personal computer
FNSFLT201A	Develop and use a personal budget

Target Group

This skill set is for people preparing for work in a micro/small business.

Suggested words for Statement of Attainment

These units of competency meet the industry requirements for providing preparatory work in small business management.

BSBSS00025 Trade Mark Skill Set

Modification History

Not applicable.

Description

Not applicable.

Pathways Information

Pathway	Units from within this Skill Set can contribute to a number of qualifications, including the BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, BSB50507 Diploma of Franchising and BSB51107 Diploma of Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

Units	BSBIPR403A	Protect and use brands and business identity
BSBIPR501A	Manage intellectual property to protect and grow business

Target Group

Target Group	This skill set is for people who need to manage the protection and commercialisation of brands and business identity within an organisation.

Suggested words for Statement of Attainment

Suggested form of words for Statement of Attainment	These competencies from the BSB07 Business Services Training Package meet the industry requirements for the management of the protection and use of brands and business identity within an organisation.

BSBSS00026 Workforce Development Implementation Skill Set

Modification History

Not applicable.

Description

This skill set is for individuals who have a responsibility for the implementation of workforce development strategy within the whole organisation, within a section of the organisation, or with an industry sector.

Pathways Information

The units provide credit towards a range of qualifications, including BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, BSB40407 Certificate IV in Small Business management and BSB50613 Diploma of Human Resources Management.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements

BSBMGT615A Contribute to organisation development

BSBLED501A Develop a workplace learning environment

BSBHRM602B Manage human resources strategic planning

Target Group

Small business owners/operators or someone who has responsibility for developing and skilling that workforce. The skill set is also suitable for individuals working in a medium to large organisation and skills development officers working in an industry sector.

Suggested words for Statement of Attainment

These units of competency from BSB07 Business Services Training Package meet the industry requirements for individuals who implement workforce development strategies within an organisation or an industry sector.

BSBSS00027 Workforce Planning and Development Skill Set

Modification History

Not applicable.

Description

This skill set is for individuals who plan and develop workforce development strategies for the whole organisation,a section of the organisation, or an industry sector.

Pathways Information

The units provide credit towards a range of qualifications, including BSB40207 Certificate IV in Business, BSB50207 Diploma of Business, BSB40407 Certificate IV in Small Business management and BSB50613 Diploma of Human Resources Management.

Licensing/Regulatory Information

Nil

Skill Set Requirements

BSBHRM513A Manage Workforce Planning

BSBWOR401A Establish effective workplace relationships

BSBRES401A Analyse and present research information

TAETAS501B Undertake organisational training needs analysis

Target Group

Small business owners/operators or someone who has responsibility for managing the size and composition of the workforce and retaining and skilling that workforce. The skill set is also suitable for individuals working in a medium to large organisation, or a skills development officer working in an industry sector.

Suggested words for Statement of Attainment

These units of competency from BSB07 Business Services Training Package meet the industry requirements for individuals who plan and develop workforce development strategies within an organisation or industry sector.

BSBADM101A Use business equipment and resources

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to choose equipment and resources to complete a variety of tasks under direct supervision and includes operating equipment, undertaking routine maintenance and reporting faults to the appropriate person. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals developing basic skills and knowledge to use a variety of business equipment in preparation for working in a broad range of settings.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Select equipment or resources	1.1. Identify and access business equipment or resources required to complete task under direct instructions 1.2. Estimate quantities and resources correctly to complete the task 1.3. Check equipment for serviceability in accordance with equipment instructions
2. Operate equipment	2.1. Operate equipment in accordance with manufacturer's specifications and under direct instructions 2.2. Identify equipment faults accurately and take action to ensure equipment is repaired in accordance with manufacturer's specifications 2.3. Report repairs outside area of own responsibility to appropriate persons
3. Maintain equipment or resources	3.1. Maintain equipment or resources to support completion of tasks under direct instructions 3.2. Undertake maintenance to ensure equipment meets manufacturer's specifications 3.3. Maintain records concerning equipment or resources under direct instructions 3.4. Store equipment and resources under direct instructions

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to identify work requirements and to process basic, relevant workplace documentation communication skills to identify lines of communication, to request advice, to effectively question, to follow instructions, to receive feedback and to report equipment faults problem-solving skills to solve routine problems related to business equipment and to determine appropriate fault repair actions while under direct supervision technology skills to use business equipment under direct supervision.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: occupational health and safety (OHS) functions of a range of business equipment correct shut-down procedures for a range of business equipment common equipment faults routine maintenance procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrated application of appropriate maintenance procedures. knowledge of the functions of a range of business equipment operation of a range of business equipment.
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 operational and maintenance manual and records.
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 analysis of responses to case studies and scenarios observation of demonstrated techniques in operating and maintaining business equipment oral or written questioning to asses knowledge of the operation and maintenance of business equipment review of records concerning equipment or resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Business equipment may include:	answering machine binder fax machine photocopier printer telephone
Resources may include:	equipment facilities human resources OHS resources stock and supplies
Equipment instructions may include:	manufacturers guidelines OHS guidelines and procedures procedures manual training notes
Appropriate persons may include:	colleagues external organisations line management supervisor
Maintenance may include:	adding toner cleaning equipment regularly clearing paper jams organising service calls replacing paper
Records may include:	equipment service call forms purchase orders service repair forms warranties

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM301B Produce texts from shorthand notes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to take shorthand from a dictation source at 60 words (or more) per minute, in accordance with the current Australian Standard for shorthand speed, and to produce an accurate text from the notes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who produce notes and texts from oral or printed sources using shorthand techniques. They may work as individuals providing administrative support within an enterprise, or they may be responsible for the production of their own notes and other documentation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Take dictation using shorthand	1.1. Prior to commencing the task, identify organisational and task requirements relating to style, presentation and storage of documents 1.2. Clarify purpose and requirements of text with the author/speaker 1.3. Record shorthand notes from a dictation source at a minimum speed of 60 words per minute 1.4. Clarify meaning and spelling of unusual names or terms to ensure accuracy of the notes 1.5. Self-check shorthand notes for accuracy
2. Transcribe shorthand notes	2.1. Produce text from shorthand notes to at least 98% accuracy 2.2. Produce text within designated time lines
3. Edit and revise text	3.1. Self-check final text for accuracy, spelling, grammar, punctuation and formatting 3.2. Revise, format, print, name and store text in accordance with organisational and task requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to to predict words from context, and to interpret intonation and stress literacy skills to: read and understand organisational procedures produce a range of documents proofread and edit work for accuracy against original memory retention skills to accurately capture information problem-solving skills to address inconsistencies or errors in text.
Required knowledge
formatting styles and their effect on formatting, readability and appearance of documents key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety organisational requirements for ergonomics, work periods and breaks, and conservation techniques organisational style guide shorthand symbols.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: producing accurate documents from notes that meet the requirements of the author/speaker accurate transcription of data.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to shorthand manuals access to English and shorthand dictionaries access to examples of audio sources for transcription and note taking.
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 authenticated documents from the workplace or training environment demonstration of techniques in a workplace or simulated environment.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADM302B Produce texts from notes BSBWRT301A Write simple documents other general administration units.

Range Statement

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.
Purpose may include:	agenda formal or informal letters memo report
Requirements may include:	verbatim motions plus meeting summary i.e. minutes verbatim record of dictation verbatim record of meeting
Dictation source may include:	in person teleconference telephone videoconference
Self-checking notes for accuracy may include:	checking correlation between source and notes clarifying names, addresses and specific spelling with information on file correct grammar correct spelling correct use of technical vocabulary inserting paragraphs inserting punctuation intended meaning reading over shorthand notes for meaning
Required degree of speed and accuracy may include:	AS 2907:2001 Shorthand speed tests 60 words per minute at 98% accuracy
Designated time lines may include:	organisational time line e.g. minutes of meeting/agenda AS 2907:2001 Shorthand speed tests time line agreed with supervisor/person requiring text

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM302B Produce texts from notes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to take notes from oral or printed sources to produce accurate text. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who produce notes and texts from oral or printed sources. They may work as individuals providing administrative support within an enterprise, or they may be responsible for the production of their own notes and other documentation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Take notes	1.1. Prior to commencing the task, identify organisational requirements relating to style, presentation and storage of documents 1.2. Clarify purpose and requirements of text with author/speaker 1.3. Record notes with the required degree of accuracy from appropriate sources 1.4. Clarify meaning and spelling of names or technical terms to ensure accuracy of the notes 1.5. Self-check notes for accuracy
2. Transcribe notes	2.1. Produce text from notes to the required degree of accuracy and to reflect the meaning intended by the author/speaker 2.2. Produce text within designated time lines
3. Edit and revise text	3.1. Self-check final text for accuracy and grammar, and ensure syntax is appropriate for the intended purpose and audience of the text 3.2. Revise, format, name, store and print text in accordance with organisational and task requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of documents literacy skills to: read and understand organisational procedures produce a range of documents proofread and edit work for accuracy against original problem-solving skills to address inconsistencies or errors in text memory retention skills to accurately capture information.
Required knowledge
formatting styles and their effect on formatting, readability and appearance of documents key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety organisational requirements for ergonomics, work periods and breaks, and conservation techniques organisational style guide.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: producing accurate documents from notes that meet the requirements of the author/speaker using a range of note taking techniques and methods.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of audio sources for transcription and note taking.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT301A Write simple documents other general administration units.

Range Statement

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.
Purpose may include:	agendas formal or informal letters meeting notes memos reports
Requirements may include:	summary motions plus meeting summary i.e. minutes summary record of meetings summary of verbal instructions
Recording notes with the required degree of accuracy may include:	capturing intended meaning of dictation complete record
Appropriate sources may include:	at meetings by telephone dictation for multiple speakers from audio-tapes from printed matter in person those taken via teleconference via videoconference
Self-checking notes may include:	checking correlation between source and notes clarifying names, addresses and specific spelling with information on file inserting punctuation reading over notes for meaning
Producing text from notes to the required degree of accuracy may include:	correct grammar correct spelling correct use of technical vocabulary intended meaning
Designated time lines for production of text may include:	organisational time line e.g. agenda or minutes of meeting time line agreed with supervisor or person requiring text
Self-checking final text may include:	checking grammar checking intended meaning checking spelling
Organisational and task requirements may include:	author/speaker instructions number of copies organisational format

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM303B Produce texts from audio transcription

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to transcribe from an audio source using keyboarding techniques and to produce accurate texts. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who produce texts from audio sources using keyboarding techniques. They may work as individuals who provide administrative support within an enterprise and may be responsible for their own output.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare for audio transcription	1.1. Prior to commencing the task, identify organisational requirements relating to style, presentation and storage of texts 1.2. Clarify purpose and requirements of the text with author or supervisor
2. Transcribe from an audio source	2.1. Produce text using keyboarding techniques from an audio transcription with the required accuracy 2.2. Predict the meaning of any unclear speech from the context, or clarify with authors 2.3. Ensure text developed from the audio transcription conveys intended meaning 2.4. Clarify the spelling of names or any technical terms and punctuation to ensure accuracy and clarity of the text 2.5. Produce draft text within designated time lines 2.6. Self-check draft text for accuracy
3. Edit and revise text	3.1. Circulate draft for checking in line with requirements of the organisation or originator of the audio transcription 3.2. Incorporate any amendments and self-check final text for accuracy, grammar and appropriateness for intended purpose and audience 3.3. Format, name, store, print and distribute final text in accordance with organisational and task requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify intended meaning, to predict words from context, and to interpret intonation and stress listening skills to identify different speakers from their voices literacy skills to: read and understand organisational procedures produce a range of documents proofread and edit work for accuracy against original.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety formats and styles of workplace documents organisational policy and procedures requirements types of audio transcriptions.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: producing accurate final documents transcribed from audio sources.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources, such as: workplace reference materials such as style guides audio source equipment such as hand held devices, tape recorders and audio-tapes, dictaphone equipment computer equipment including word processing software dictionary.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT301AWrite simple documents other administration units.

Range Statement

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.
Purpose and requirements of the text may include:	agenda formal or informal letters memo minutes report verbatim record of dictation verbatim record of meeting
Audio transcription may include:	electronic audio files, for example MP3 files, podcasts, hand held device including personal digital assistants (PDAs) audio-tape dictation machine or dictaphone micro-cassette
Required accuracy may include:	capturing the intended meaning of the dictation correct grammar correct spelling correct use of technical vocabulary intended meaning
Designated time lines may include:	organisational time line e.g. minutes of meeting or agenda time line agreed with supervisor or the person requiring text
Self-checking may include:	checking and incorporating any amendments suggested by others checking for readability and flow checking grammar checking that the intended meaning is captured checking spelling
Organisational and task requirements may include:	instructions of the author of the audio transcription, or supervisor organisational policies and procedures filing and recordkeeping conventions correct number of copies organisational format or style guide

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM307B Organise schedules

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage appointments and diaries for personnel within an organisation, using manual and electronic diaries, schedules and other appointment systems. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who provide administrative support to teams and individuals in the management of diaries, schedules and other appointment mechanisms.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish schedule requirements	1.1. Identify organisational requirements and protocols for diaries and staff planning tools 1.2. Identify organisational procedures for different types of appointments 1.3. Determine personal requirements for diary and schedule items for individual personnel 1.4. Establish appointment priorities and clarify in discussion with individual personnel
2. Manage schedules	2.1. Identify recurring appointments and deadlines, and schedule these in accordance with individual and organisational requirements 2.2. Establish availability of attendees, and schedule new appointments in accordance with required time lines and diary commitments 2.3. Negotiate alternative arrangements and confirm when established appointments are changed 2.4. Record appointments and manage schedules in accordance with organisational policy and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to discuss and confirm requirements and priorities of others and to question others to clarify information literacy skills to read a range of procedural texts and to write simple instructions negotiation skills to schedule appointments where there are competing demands numeracy skills to estimate time, plan accurately and keep records problem-solving skills to negotiate task distribution and timing for appointments with other members of the group time management skills to allow realistic time lines to schedule appointments.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety (OHS) relationship between satisfactorily organising another person's schedule and achieving team goals responsibility that is involved in making arrangements for others.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: maintaining schedules which meet individual and organisational needs prioritising and negotiating competing demands.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to a range of diaries, planners and calendars to record and schedule appointments.
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 authenticated documents from the workplace or training environment analysis of responses to case studies and scenarios demonstration of techniques in a workplace or simulated environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Organisational requirements may include:	availability of information electronic linked diaries and schedules linking personal and executive diaries priority clients and personnel protocols in contacting other personnel within and outside organisation recording systems
Planning tools may include:	appointment book appointment view and planner view in electronic scheduling systems calendar desk diary electronic calendar or diary in/out boards and whiteboards manual planners planning wall chart
Diary and schedule items may include:	conferences deadlines leave (for both immediate person and others whose absence affects the person) meetings recurring appointments teleconferences travel
Recurring appointments may include:	board meetings committee meetings staff meetings
Alternative arrangements may include:	cancelling pre-arranged appointments inserting additional appointments after a schedule has been prepared re-scheduling existing appointments
Appointments may be recorded in:	calendar diary electronic system filing system paper system
Organisational policy and procedures may include:	adequate time between appointments leave limit on total appointments in any one day lunch breaks OHS issues stress minimisation sufficient time to complete projects and to meet deadlines time off in lieu

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM311A Maintain business resources

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to determine, administer and maintain resources and equipment to complete a variety of tasks. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	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 business resources and their maintenance to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Advise on resource requirements	1.1. Calculate estimates of future and present business resource needs in accordance with organisational requirements 1.2. Ensure advice is clear, concise and relevant to achievement of organisational requirements 1.3. Provide information on the most economical and effective choice of equipment, materials and suppliers 1.4. Identify resource shortages and possible impact on operations
2. Monitor resource usage and maintenance	2.1. Ensure resource handling is in accordance with established organisational requirements including occupational health and safety requirements 2.2. Use business technology to monitor and identify the effective use of resources 2.3. Use consultation with individuals and teams to facilitate effective decision making on the appropriate allocation of resources 2.4. Identify and adhere to relevant policies regarding resource use in the performance of operational tasks 2.5. Routinely monitor and compare resource usage with estimated requirements in budget plans
3. Acquire resources	3.1. Ensure acquisition and storage of resources is in accordance with organisational requirements, is cost effective and consistent with organisational timelines 3.2. Acquire resources within available time lines to meet identified requirements 3.3. Review resource acquisition processes to identify improvements in future resource acquisitions

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and understand organisation's policies and procedures; to write simple instructions for a particular routine task evaluation skills to diagnose faults and to monitor resource usage problem-solving skills to determine appropriate fault repair actions numeracy skills to calculate resource expenditure technology skills to select and use technology appropriate to a task.
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 resource acquisition policies, plans and procedures functions of a range of business equipment organisational procedures for record keeping/filing systems, security and safe recording practices.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: collecting and recording data on resource use observing resource use over defined and operational timeframes carrying out routine maintenance knowledge of organisational resource acquisition policies, plans and procedures.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources.
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 documentation estimating future and present business resource needs analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of equipment maintenance procedures review of information provided on the most economical and effective choice of equipment, materials and suppliers evaluation of documentation reviewing resource acquisition processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Business resources may include:	equipment facilities human resources raw materials software stock and supplies
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 management and accountability channels manufacturer's and operational specifications OHS policies, procedures and programs quality and continuous improvement processes and standards quality assurance and/or procedures manuals security and confidentiality requirements
Occupational heath and safety requirements may include:	decision making delegations equipment use first aid kit medical attention reporting requirements site access
Business technology may include:	computer applications computers modems personal schedules photocopiers
Policies regarding resource use may include:	budgeting limits ordering procedures purchasing authorities recruitment and personnel time management transport/travel policies
Resource acquisition processes may include:	contracted supplier ordering internal approvals non-tendered processes periodic forecasts tendered processes

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM401B Produce complex texts from shorthand notes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to take accurate shorthand notes at 80 words per minute from a variety of sources, including dictation and multiple speakers, and to produce complex texts from shorthand notes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who require well developed skills in taking shorthand notes and producing complex texts. They may work as individuals providing administrative support within an enterprise, or may be responsible for the production of their own notes.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Take dictation using shorthand	1.1. Prior to commencing the task, identify organisational and task requirements for the style, presentation and storage of documents 1.2. Clarify purpose and requirements of required text with the author/speaker 1.3. Record shorthand notes from a dictation source at a minimum speed of 80 words per minute, including using sophisticated abbreviations 1.4. Clarify meaning and spelling of names and technical terms to ensure accuracy of notes 1.5. Self-check shorthand notes for accuracy
2. Produce complex texts	2.1. Transcribe shorthand notes and produce complex texts to the required degree of accuracy 2.2. Ensure texts contain inserted information, objects and formatting as directed by the dictated source and that they reflect the intended meaning 2.3. Produce text within designated time lines
3. Edit and revise texts	3.1. Self-check final text for accuracy 3.2. Revise, format, print, name and distribute or store text in accordance with organisational and task requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and listening skills to follow verbal instructions, to predict context and to interpret intonation and stress literacy skills to draft complex documents and correspondence using logical structures, to use accurate spelling, and to correct grammar and punctuation problem-solving skills to edit own writing to address inconsistencies or errors.
Required knowledge
functions and application of appropriate hardware and software key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety organisational policies and procedures shorthand symbols.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurately transcribing shorthand notes from dictation at 80 words per minute and 98% accuracy in line with AS 2907:2001 Shorthand speed tests producing complex texts which accurately reflect the dictation source.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to samples of audio sources for transcription and note taking access to English and shorthand dictionary.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT401AWrite complex documents other general administration units.

Range Statement

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.
Purpose may include:	agendas brochures flyers formal or informal correspondence memos minutes newsletters reports technical manuals or documents
Requirements may include:	verbatim motions plus meeting summary i.e. minutes verbatim record of dictation verbatim record of meeting
Dictation source may include:	in person teleconference telephone videoconference other audio source such as electronic files
Sophisticated abbreviations may include:	derivatives short forms phrases and intersections
Self-checking shorthand notes may include:	checking correlation between source and notes clarifying names, addresses and specific spelling with information on file inserting paragraphs inserting punctuation reading over shorthand notes for meaning
Complex texts may include:	industry specific language inserted information from a variety of sources technical language
Degree of accuracy may include:	correct grammar correct spelling correct use of technical vocabulary intended meaning 98% accuracy
Designated time lines may include:	organisational timeline e.g. an agenda or minutes of a meeting AS 2907:2001 Shorthand speed tests time line agreed with supervisor or person requiring text
Self-checking final text may include:	checking grammar checking intended meaning checking spelling
Organisational and task requirements may include:	author/speaker instructions number of copies organisational format

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM405B Organise meetings

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to organise meetings including making arrangements, liaising with participants, and developing and distributing meeting related documentation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who organise a variety of meetings. They may provide administrative support within an enterprise, or have responsibility for these tasks in the context of a particular team, workgroup or project.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Make meeting arrangements	1.1. Identify type of meeting and its purpose 1.2. Identify and comply with any legal or ethical requirements 1.3. Identify requirements of meeting and participants 1.4. Make meeting arrangements in accordance with requirements of meeting 1.5. Advise participants of meeting details
2. Prepare documentation for meetings	2.1. Prepare notice of meeting, agenda and meeting papers in accordance with meeting requirements 2.2. Check documentation for accuracy and correct any errors 2.3. Distribute documentation to participants within designated time lines 2.4. Prepare spare sets of documents
3. Record and produce minutes of meeting	3.1. Take notes with the required speed and accuracy to ensure an accurate record of the meeting 3.2. Produce minutes that reflect a true and accurate account of the meeting 3.3. Check minutes for accuracy and submit for approval by the nominated person 3.4. Despatch copies of minutes within designated time lines

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to coordinate and consult with participants, to orally present written reports with a number of defined sections, and to clarify points made in meetings literacy skills to: write and compile agenda items record minutes make notes from spoken texts in meetings use a variety of strategies for planning, reviewing and proofreading documentation time management skills to allow sufficient time to prepare for and conduct meetings.
Required knowledge
culturally appropriate communication techniques formats for agendas and minutes key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: organising meetings, including informing participants and preparing materials preparing an agenda taking minutes during a meeting and preparing draft minutes after the meeting.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: writing units other general administration units.

Range Statement

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.
Type of meeting may include:	annual general meeting board meeting face-to-face staff meeting teleconference videoconference
Legal and ethical requirements may include:	codes of practice legislation relating to companies or associations requirements for public meetings
Requirements of meeting may include:	meeting structure: formal informal self-managed semi-formal structured number of participants purpose of the meeting specific needs of participants specific resources and equipment required by participants e.g. video and data projectors, whiteboards teleconferencing or videoconferencing meeting protocols and equipment voting procedures
Arrangements may include:	booking an appropriate venue establishing costs and operating within a budget organising accommodation and transport organising appropriate communication technology organising catering preparing relevant documentation for participants scheduling the date and time for the meeting
Agenda may include:	correspondence date of next meeting date, time and location of meeting general business major agenda items matters or business arising from the minutes minutes of the previous meeting reports statement of the meeting's purpose welcome
Papers may include:	chairperson's report committee reports correspondence draft documentation financial reports itemised meeting papers minutes of previous meeting research reports
Notes may include:	action items arrangements for next meeting decisions taken at the meeting formal motions future action issues raised at the meeting points discussed at the meeting record of participants who were present at or absent from the meeting (attendees and apologies) suggestions made at the meeting
Minutes may include:	meeting details (e.g. title, date, time, location) agenda items apologies names of absent and attending participants approval of the record of the previous minutes correspondence lists rather than complete sentences matters arising from the previous meetings other business reports date of the next meeting using organisation templates using previous minutes to determine required format

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM406B Organise business travel

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to organise domestic and overseas business travel, including developing associated itineraries, booking travel and accommodation, preparing travel related documentation and making travel arrangements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are responsible for the organisation of business travel. They may work as individuals providing administrative support within an enterprise, or have responsibility for these tasks in relation to their own workgroup or role.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Organise business itinerary for domestic and overseas travel	1.1. Confirm purpose and requirements of domestic and overseas travel including planned itinerary, budget, meeting requirements and traveller preferences 1.2. Identify points of contact and names of contact persons, and make and confirm arrangements for meetings in accordance with planned itinerary 1.3. Prepare daily itineraries with appointments, arrival and departure times, accommodation and other itinerary details in accordance with travel purpose 1.4. Source, prepare and provide documents and support material for meetings within designated time lines 1.5. Prepare itinerary in accordance with meeting requirements and traveller's occupational health and safety (OHS) requirements 1.6. Provide itinerary and meeting documents to the traveller within designated time lines
2. Make travel arrangements	2.1. Make bookings in accordance with organisational policies and procedures for business travel 2.2. Identify and arrange travel documents in accordance with itinerary and individual requirements 2.3. Confirm and check travel arrangements and despatch confirmation documents to the traveller within designated time lines 2.4. Negotiate and confirm alternative arrangements in response to changed requirements 2.5. Record travel details and itinerary in accordance with organisational requirements 2.6. Negotiate and confirm communication arrangements in accordance with organisational requirements
3. Arrange credit facilities	3.1. Check and confirm methods of payment 3.2. Make credit arrangements in accordance with organisational policy and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to organise and confirm travel arrangements with relevant parties literacy skills to read a variety of texts and to write clear and detailed instructions in a logical sequence planning and organising skills to allow sufficient time to prepare business and travel documentation and to schedule trip according to requirements problem-solving skills to select and obtain the most effective travel itinerary research skills to locate specific information such as appropriate transport, meeting venues, accommodation, contacts technology skills to access online travel and booking resources.
Required knowledge
booking procedures communication techniques to relate to people from diverse backgrounds and people with diverse abilities key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws OHS organisational policies and procedures regarding travel, internet sites and other online resources sources of relevant documents and support material.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: organising business-related travel for others, including scheduling and developing itineraries and travel-related documents efficiently booking and organising travel within budgets and time constraints to meet traveller and organisation needs.
Context of and specific resources for assessment	Assessment must ensure: access to: office equipment including telecommunications equipment travel-related reference material, such as accommodation and transport suppliers appointment books, scheduling software, diaries and other recording and scheduling systems preferred suppliers, contact details, websites maps.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Purpose and requirements may include considering:	available accommodation budget class of accommodation class of travel connections and transfers mode of travel time differences time management transport timetables
Other itinerary details may include:	arrangements for meals contact names and numbers of all personnel involved required documentation for each appointment suggested leisure activities transport arrangements local money details and accessibility of banks and automatic teller machines (ATMs) where applicable
Material for meetings may include:	business proposals catalogues contracts electronic presentations information technology (e.g. laptop, computer software) meeting papers office supplies overhead transparencies presentation kits prior work completed for the client product prototypes or samples product samples promotional brochures reports telecommunications equipment (e.g. mobile phone, teleconferencing equipment) tenders
Traveller's occupational health and safety (OHS) requirements may include:	leisure time limit on total amount of travel per day limit on total appointments in any one day lunch breaks rest periods time between appointments time for connections and transfers travelling time to reach venues
Bookings may include:	online telephone travel agent
Travel documents may include:	accommodation confirmation email, facsimile or letter business schedule and contact details electronic or printed airline itinerary e-ticket and/or paper ticket health or medical-related documentation insurance details and contacts list of contacts including overseas if applicable maps meeting agenda and other documents passport timetable/s travel itinerary travel vouchers and accommodation guides visa/s
Recording travel details may include:	individual travel file for each key aspect of the trip making electronic copies of critical travel documents such as passport details page, airline tickets, itinerary separate file for each business trip using a diary using a prepared checklist using the organisation's standard checklist
Communication arrangements may include:	email and facsimile access mobile access points of contact
Methods of payment may include:	accounts established with the organisation company credit cards purchase order special arrangement made between the organisation and individual suppliers providing the traveller with a cash advance reimbursing traveller for payments made on presentation of receipts
Credit arrangements may include:	cab charges currency debit or credit cards electronic funds transfer petty cash travellers cheques

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM407B Administer projects

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes performance outcomes, skills and knowledge required to perform the activities associated with the administrative aspects of a project, such as measurement, monitoring, reporting, and winding up the project on completion. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	The unit focuses on the administration requirements within any project undertaken under the supervision of an experienced project manager. The administrative skills are applied within the context of a project environment. The unit does not apply to project managers or specialist project managers. For specialist project managers, the units of competency in the Project Management competency field will be applicable.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan project administration	1.1. Identify and record the purpose, scope and objectives of projects 1.2. Develop project plans identifying project activities and key administrative milestones and timelines in accordance with the requirements of the project brief / contract and in consultation with stakeholders 1.3. Identify and address factors that affect timeframes in project planning to ensure timeframes are realistic and achievable 1.4. Link project budgets to key outcomes within projects and incorporate reporting mechanisms to ensure payments are made / received as outcomes are achieved 1.5. Identify monitoring and reporting arrangements for project activities and budgets within project plans in accordance with organisational, statutory and auditing requirements
2. Coordinate project administration	2.1. Allocate and monitor tasks and resources in accordance with project requirements 2.2. Detail project expenditure in financial control systems, and monitor against project budgets in accordance with project plan 2.3. Monitor project timeframes and milestones and report to designated person/s in accordance with organisational requirements 2.4. Maintain project records in accordance with project and organisational requirements
3. Finalise and review project administration	3.1. Identify and complete procedures for winding up projects in accordance with statutory, organisational and auditing requirements 3.2. Review project administration against project plan and measure and report outcomes in accordance with organisational and task requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret organisation's goals for the project; write clear and detailed instructions organised sequentially; and identify administrative activities of project communication skills to consult with project members; listen and respond constructively; listen to a range of material and process information in a systematic way, including evaluative comments on how these ideas may be applied to a group; and define and monitor objectives of the project group problem-solving skills to propose solutions from a range of possible solutions research skills to select categories by which to organise information and assess information for relevance, accuracy and completeness numeracy skills to forecast and predict timelines; interpret, compare and calculate with money; and use estimation to check calculations and outcomes ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities.
Required knowledge
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 environmental issues OHS organisational policies and procedures organisational structure, and lines of authority and communication within the organisation planning tools budgeting strategies for projects techniques for project planning and setting milestones.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: integrated demonstration of all elements of competency and their performance criteria construction of charts; use of project planning tools to assist with project monitoring monitoring of timelines, milestones and budgets.
Context of and specific resources for assessment	Assessment must ensure access to: workplace project documentation relevant enterprise policies and procedures.
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 observation of presentations oral or written questioning to assess knowledge review of project administrative arrangementswithin project plans evaluation of project monitoring processes and reports evaluation of the outcomes of the administrative processes applied within several projects.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Projects may include:	internal (eg newsletter) external (eg contracted by external client) small large complex (eg feasibility study)
Project activities may include:	coordinating staff ensuring tasks are carried out communicating advice/information to team meetings, including preparation of minutes, papers and reports preparing project plan preparing project documentation monitoring financial arrangements processing invoices monitoring timelines monitoring progress
Key administrative milestones may relate to:	contract requirements developing a work plan use of project planning software timelines progress reports achievement of key tasks/project phases measurement / achievement of set outcomes completion of tasks completion of contract phases/requirements
Requirements of the project brief / contract may include:	project scope performance standards agreed timelines goals and objectives names of parties bound by contract payment issues project description completion requirements timelines staffing ownership of materials indemnity and insurance
Monitoring and reporting arrangements may include:	team reports project control chart control point chart milestone chart budget control chart
Allocating tasks and resources may include:	identifying tasks to be completed in order to achieve project outcomes prioritising and scheduling tasks breaking tasks into sub-tasks arranging tasks into groups facilitating team involvement in task allocation assisting to identify team skills and skills gaps allocating responsibility assessing workloads matching skills to tasks delegating tasks budget constraints necessary documents and reference material identifying resources required
Expenditure may include:	budget considerations allocated costs capital expenditure labour costs cost of materials and supplies overhead costs sub-contractor costs
Monitored timeframes and milestones may include and/or require:	project progress performance communication with team members coordination of team meetings feedback sessions solving problems/issues facilitating change to project plan
Procedures for winding up projects may include:	'signing off' on project completion/delivery of project outcomes evaluation and review of actual costs compared to budgeted costs auditing formal reporting
Measured outcomes may include:	project objectives project outcomes benchmarks standards key performance indicators project monitoring process achievement of timelines costs

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM409A Coordinate business resources

Modification History

Release	Comments
Release 2	New release of this unit released with version 6 of BSB07 Business Services Training Package. Inclusion of ‘environmental sustainability business practices and standards’ in the Range Statement

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to determine and analyse existing and required resources, their effective application and the accountability for their use.

Application of the Unit

This unit applies to individuals with a broad knowledge of business resources who contribute well developed skills and knowledge to ensure adequate resources are available to perform the work of the organisation. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine resource requirements	1.1. Determine resource requirements in accordance with business and operational plans, and organisational requirements 1.2. Provide opportunities to individuals and workgroups to contribute to the identification of resource requirements 1.3. Ensure resource expenditure is realistic and makes efficient use of available budget resources 1.4. Present recommendations on resource requirements in the required format, style and structure using relevant business equipment and technology
2. Acquire and allocate resources	2.1. Acquire physical resources and services in accordance with organisational requirements 2.2. Check resources to ensure quality and quantity, in line with service agreements 2.3. Allocate resources promptly to enable achievement of workgroup objectives 2.4. Ensure consultation with individuals and teams on allocation of resources is participative and is conducted using appropriate interpersonal skills
3. Monitor and report on resource usage	3.1. Measure effectiveness of resource planning, and assess against actual costs, identified shortfalls and surpluses 3.2. Develop and implement methods of monitoring resource use to enable timely and accurate reporting against business and operational plans 3.3. Identify improvements in resource planning through consultation and feedback, and implement in accordance with organisational requirements 3.4. Maintain records concerning equipment and resource purchases, in accordance with organisational requirements

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills
communication skills to request advice, to receive feedback and to work with a team literacy skills to draft complex reports and to display logical information on resource usage numeracy skills to interpret, compare and calculate resource usage costs planning skills to schedule and track resource use and availability.
Required knowledge
common equipment faults functions of a range of business equipment key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws environmental issues occupational health and safety (OHS) organisational policies, plans and procedures record management processes and techniques related to maintenance schedules.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: monitoring resource usage to determine resource needs maintaining records of resource requirements calculating costs and expenditures in relation to use and maintenance of business resources knowledge of relevant legislation.
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 records relating to business resources.
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 recommendations on resource requirements review of records concerning equipment and resource purchases analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of functions of a range of business equipment.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

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.

Resource requirements may include:	human resources location/premises OHS resources plant/machinery raw materials refurbishment staff amenities stock and supplies storage space technological equipment/software training materials
Organisational requirements may include:	access and equity principles and practices business and performance plans defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements management and accountability channels manufacturers' and operational specifications OHS policies, procedures and programs environmental sustainability business practices and standards quality and continuous improvement processes and standards quality assurance and/or procedures manuals reporting requirements security and confidentiality requirements
Business equipment and technology may include:	answering machine binder computer fax machine photocopier printer shredder telephone
Appropriate interpersonal skills may include:	clarity of language consultation methods, techniques and protocols seeking feedback from group members to confirm understanding summarising and paraphrasing using appropriate body language
Feedback sources may include:	customer/client response data employee data equipment meter readings financial forecasts sales orders suppliers' invoices
Records may include:	computerised or manual financial statements invoices maintenance schedules order forms petty cash forms purchase orders stock list and inventory control

Unit Sector(s)

Administration - General Administration

BSBADM411A Produce complex texts from audio transcription

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to transcribe court, parliamentary, police telephone scripts, or medical proceedings and to produce complex and accurate transcriptions within specified time frames. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who require specialist skills in word processing and audio transcription. In most cases they would work in an environment where transcription is a central aspect of their work role, but the unit may also apply to experienced administrative staff for whom transcription is only part of their role.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare for audio transcription	1.1. Prior to commencing the task, identify organisational requirements in the transcription of proceedings in relation to style, presentation and storage of texts 1.2. Clarify with client the purpose and requirements of transcript and the audio media to be used
2. Transcribe audio tape or file	2.1. Use accurate keyboarding skills to transcribe and accurately reflect oral proceedings at 70-80 wpm with 98% accuracy 2.2. Review transcript to ensure it presents an accurate and true record of proceedings 2.3. Predict the meaning of unclear speech from the context or clarify with the speaker/author 2.4. Clarify meaning and spelling of names or technical terms to ensure accuracy of the text 2.5. Produce text within designated time lines
3. Edit and revise transcript	3.1. Self-check transcription for accuracy 3.2. Ensure audio transcription reflects speaker/author intended meaning 3.3. Edit transcript to ensure grammar, punctuation and syntax are appropriate for intended purpose and audience 3.4. Circulate draft for checking in accordance with organisational and task requirements 3.5. Revise, format, name, store and print transcript in accordance with organisational and task requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and listening skills to: clarify intended meaning predict words from context interpret intonation and stress identify speaker's voice and roles in different settings keyboarding skills to produce accurate documents at a high speed literacy skills to: produce high quality documents with correct spelling, grammar, syntax and punctuation within relevant industries proofread and edit transcripts.
Required knowledge
advanced word processing software functions basic transcription techniques and principles key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety range of internet resources for relevant industries relevant knowledge of aspects of the Australian legal system specialist terminology for relevant industries.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: transcribing speed and accuracy producing text that meets identified purpose and requirements knowledge of relevant legislation, standards and codes.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources, such as: workplace reference materials such as style guides tape recorder including audio-tapes transcribers or dictaphones for analogue tapes and computer hardware for operating digital audio software computer equipment including word processing software.
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 documentation identifying organisational requirements analysis of clarification of meaning and spelling of names or technical terms review of circulation of draft for checking demonstration of techniques in a workplace or simulated environment.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG305A Use legal terminology in order to carry out tasks BSBMED301B Interpret and apply medical terminology appropriately information and communications technology units other general administration units.

Range Statement

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.
Transcription of proceedings may include:	court proceedings medical and health care industry parliament police call centres
Audio media may include:	audio-tape digital audio files micro-cassette tape
Designated time lines may include:	delayed delivery timeframes next day same day
Self-checking of transcription may include:	clarifying names, addresses and specific spelling from information provided on court log notes including case names and internet research editing punctuation to comply with accurate interpretation of proceedings ensuring compliance with requirements unique to different legal and statutory jurisdictions

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM502B Manage meetings

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage a range of meetings including overseeing the meeting preparation processes, chairing meetings, organising the minutes and reporting meeting outcomes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are required to organise and manage meetings within their workplace, including conducting or managing administrative tasks in providing agendas and meeting material. They may work as senior administrative staff or may be individuals with responsibility for conducting and chairing meetings in the workplace.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare for meetings	1.1. Develop agenda in line with stated meeting purpose 1.2. Ensure style and structure of meeting are appropriate to its purpose 1.3. Identify meeting participants and notify them in accordance with organisational procedures 1.4. Confirm meeting arrangements in accordance with requirements of meeting 1.5. Despatch meeting papers to participants within designated time lines
2. Conduct meetings	2.1. Chair meetings in accordance with organisational requirements, agreed conventions for type of meeting and legal and ethical requirements 2.2. Conduct meetings to ensure they are focused, time efficient and achieve outcomes 2.3. Ensure meeting facilitation enables participation, discussion, problem-solving and resolution of issues 2.4. Brief minute taker on method for recording meeting notes in accordance with organisational requirements and conventions for type of meeting
3. Follow up meetings	3.1. Check transcribed meeting notes to ensure they reflect a true and accurate record of the meeting, and are formatted in accordance with organisational procedures and meeting conventions 3.2. Distribute and store minutes and other follow-up documentation within designated time lines, and according to organisational requirements 3.3. Report outcomes of meetings as required, within designated time lines

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: participate in sustained complex interpersonal exchanges and to interact with others listen to, incorporate and encourage feedback conduct oral presentations to a group, to consult participants and to answer questions manage and work with a group to construct an action plan chair meetings literacy skills to: categorise and organise information assess information for relevance and accuracy identify and elaborate on key agenda items and source additional information numeracy and time management skills to allow for sufficient meeting preparation problem-solving skills to choose appropriate solutions from available options.
Required knowledge
culturally appropriate techniques to communicate with people from diverse backgrounds and people with diverse abilities key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws copyright occupational health and safety formats for minutes and agendas group dynamics meeting terminology, structures, arrangements and responsibilities of chairperson organisational procedures and policies regarding meetings, chairing and minutes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying conventions and procedures for formal and informal meetings chairing meetings in relation to agreed agendas.
Context of and specific resources for assessment	Assessment must ensure: access to reference material in regard to meeting venues, catering, transport suppliers access to names and contacts for meeting participants access to office supplies and equipment access to computers and relevant software.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of minutes, agendas and other communication review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Agendas may include:	correspondence date, time and location of meeting date of next meeting general business major agenda items matters or business arising from the minutes minutes of the previous meeting reports statement of the meeting's purpose welcome
Meeting purpose may include:	discussion forum for internal or external clients planning and development of a project progress of a project range of business items setting of enterprise or team goals
Meeting arrangements may include:	booking an appropriate venue deciding on process for recording of meeting establishing costs and operating within a budget identifying any specific needs of participants organising accommodation and transport organising appropriate communication technology organising catering organising a minute taker preparing relevant documentation for participants scheduling date and time for the meeting
Meeting papers may include:	agenda chairperson's report correspondence draft documentation financial reports itemised meeting papers notice of meeting previous minutes research reports
Designated time lines may include:	contractual obligations formal timeframe set by the organisation informal timeframe set by the administrative organiser project time lines statutory requirements (e.g. for annual general meetings) timeframe decided by participants
Conventions may include:	casting vote for chairperson conflict of interest provisions consensus required informal discussion majority of members to agree moving and seconding formal motions quorum requirements restricting discussion to agenda items speaking through the chairperson time limit on speakers waiting to be recognised by the chairperson voting procedures
Legal and ethical requirements may include:	codes of practice legislation relating to companies and associations requirements for public meetings
Resolution may include:	agreeing on a course of action deferring decisions to another meeting
Storage of minutes and other documentation may include:	authorised access electronic storage in folders, sub-folders, disk drives, CD-ROM, USBs, tape or server back-up file names according to organisational procedure file names which are easily identifiable in relation to the content file and folder names which identify the operator, author, section, date filing locations organisational policy for backing up files organisational policy for filing hard copies of documents security
Minutes may include:	meeting details (e.g. title, date, time, location) action items agenda items apologies and attendees approval of the record of previous minutes correspondence date of the next meeting formatting from previous minutes lists rather than complete sentences matters arising from the previous meetings names of absent and attending participants organisation templates other business reports welcome

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM503B Plan and manage conferences

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan, promote and coordinate conferences, ensuring follow up procedures are incorporated. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are required to plan and manage conferences. They may work as senior administrative staff, or may be other individuals who have been delegated responsibility for planning and managing a conference.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan conference	1.1. Confirm purpose, required outcomes and style of conference with conference convenor/s 1.2. Confirm conference facilities requirements, budget, and preparation time line with conference convenor/s 1.3. Identify speakers/presenters and/or prepare a call for papers in accordance with conference purpose and style 1.4. Draft conference program in line with stated purpose, and balance choice of program elements to allow outcomes to be achieved 1.5. Select, invite and brief speakers in accordance with conference program 1.6. Identify participant target group and project numbers in consultation with conference organisers 1.7. Plan conference administration requirements and tasks, processes and resources to ensure efficient management of conference data and resources
2. Promote conference	2.1. Establish a promotion strategy that reaches required number of target participants 2.2. Prepare publicity material in accordance with the promotion strategy and budget allocation/s, and despatch within designated time lines
3. Organise conference	3.1. Make conference arrangements in accordance with booking lead times and budget allocation/s 3.2. Record acceptances, receipt fees and confirm participants within designated time lines 3.3. Identify and cater for participants' specific needs 3.4. Confirm program details and prepare conference papers in accordance with speakers' requirements and conference time line 3.5. Despatch pre-conference information to participants within designated time lines
4. Coordinate conference proceedings	4.1. Check conference facilities to confirm they meet agreed requirements 4.2. Register participants in accordance with planned registration procedures 4.3. Communicate to participants any late changes to the published program 4.4. Make contingency arrangements to ensure the smooth running of the conference 4.5. Ensure speakers' schedules are managed and their conference requirements met throughout the conference 4.6. Manage administration requirements during conference in accordance with conference plan/schedule
5. Follow up conference proceedings	5.1. Record, report and/or follow-up conference outcomes in accordance with organisational requirements 5.2. Prepare conference papers for publication and distribution within designated time lines 5.3. Post-conference correspondence is prepared and despatched within designated timelines 5.4. Finalise receipts and payments, and acquit conference funds in accordance with organisational procedures and audit requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to liaise with others and to answer questions literacy skills to read a variety of texts, to prepare general information and papers, and to write formal and informal letters according to target audience numeracy skills to estimate and check calculations and outcomes planning and organising skills to arrange times, dates, venues, transport and accommodation to meet the needs of participants problem-solving skills to anticipate possible problems, and to prepare and implement contingency plans.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws copyright occupational health and safety organisational policies and procedures relating to the tasks required.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: undertaking appropriate preparations and investigations to identify conference requirements preparing required communications addressing contingency situations as they arise.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources such as: reference material (conference venues, transport, accommodation, catering) necessary conference documentation relevant contact persons, including speakers, clients and management.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of documentation authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Conference purpose may include:	expanding business contacts marketing of products networking presentation of findings/research professional development promotion training a mix of the above
Conference style may include:	formal informal
Conference convenor/s may include:	board of management steering committee supervisors/team leaders from different departments
Conference facilities may include:	amenities audio-visual equipment catering computer equipment dÃ©cor electronic whiteboards flip charts overhead projectors parking room size screens stationery
Budget planning may include:	calculating any possible profits/deficits calculating expected cost of each task and arrangement limits set by the enterprise planning tools and resources (e.g. budget control charts, specific software) registration of Australian Business Number setting conference fees (if any) speakers' fees (if any)
Program elements may include:	demonstrations plenary session/s practice session/s small groups video workshops a mix of the above
Planning of administration requirements may include:	budgetary control cash management preparing evaluation questionnaires registration procedures
Promotion strategy may relate to:	date, time and location of the conference number of participants attending providing adequate notice and coverage purpose and nature of the conference targeting relevant industry groups
Publicity material may include:	brochures electronic advertising flyers information kits print advertising
Conference arrangements may include:	accommodation catering consumables date equipment furniture room layout time travel venue
Specific needs may include:	accommodation catering requirements relevant documents and reference material social/networking activities specific points of access and facilities for people with specific support needs specific equipment and resources
Pre-conference information may include:	any changes to the conference program originally promoted confirmation of registration details of travel and accommodation pre-reading
Registration procedures may include:	answering participant queries directing participants to conference facilities directing participants to session locations issuing conference information kits issuing name tags recording participant details
Contingency arrangements may include:	additional supplies and resources alternative catering suppliers alternative conference venues alternative speakers alternative suppliers of transport and accommodation back-up equipment spare sets of documentation
Managing administration requirements may include:	addressing specific needs/preferences of participants announcing breaks answering queries directing participants to appropriate rooms filling in checklists financial matters implementing contingency plans locating additional information/materials as required preparing and distributing conference evaluation questionnaires to participants recording absent participants
Conference outcomes may include:	action list/s contribution to organisational reports follow on effects (e.g. increased enterprise profile, increase in enterprise product sales, improved staff performance) further meetings profit/loss recommendations results of analysis of conference questionnaires
Post-conference correspondence may include:	financial follow-up / finalisation of accounts letter/s of thanks to speakers and contributors reports to relevant groups and individuals

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM504B Plan or review administrative systems

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan or review the requirements of effective administration systems and procedures for implementing, monitoring and reviewing the system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are required to plan or review administrative systems. They may work as senior administrative staff or may have been delegated responsibility for planning or reviewing administrative systems.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan or review administration systems	1.1. Identify requirements of, or modifications to, administration system through consultation with system users and other stakeholders in accordance with organisational and budgetary requirements 1.2. Obtain quotations from suppliers/developers of system in accordance with organisational policy and procedures 1.3. Make selection of supplier or developer in accordance with organisational policy and procedures
2. Implement new or modified administration system	2.1. Identify and develop implementation strategies in consultation with staff 2.2. Encourage staff to participate in all stages of the implementation process 2.3. Implement system in accordance with organisational requirements 2.4. Define and communicate procedures for using the system to staff 2.5. Provide training and support for staff on the use of the new or modified system 2.6. Deal with contingencies to ensure minimal impact on users
3. Monitor administration system	3.1. Monitor system for usage, security and output in accordance with organisational requirements 3.2. Modify system to meet changing needs in accordance with organisational requirements 3.3. Clearly identify further modifications and notify users 3.4. Monitor staff training needs and train new staff on administration system

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to recommend alternative ways of completing tasks, to discuss changes in routines and procedures, and to monitor and define objectives literacy skills to write detailed procedural text, including alternative courses of action planning and organising skills to implement system smoothly with a minimum of disruption, to anticipate modifications, to plan system overhauls and to allow sufficient time for training problem-solving skills to choose appropriate solutions from a range of possible solutions, to use processes flexibly and interchangeably, and to anticipate problems and modify systems accordingly research skills to assemble evidence and to evaluate information for accuracy and relevance.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws copyright occupational health and safety organisational policies and procedures relating to the tasks required.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting requirements or modifications to administration system developing appropriate activities to support system implementation working with staff to identify system improvements.
Context of and specific resources for assessment	Assessment must ensure: access to organisational policy and procedure manuals, reference materials and appropriate equipment.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
System requirements may include:	components of the system number and type of users organisation/staff requirements purpose and nature of system purpose and nature of organisation size of system skills of existing staff staff training needs type of system work practices
Administration system may include:	electronic system paper-based system
System users may include:	casual personnel external clients organisation's personnel
Suppliers/developers may include:	administration system consultants computer/software suppliers efficiency consultants equipment suppliers information technology technicians information technology trainers internal staff/clients office equipment suppliers
Implementation strategies may include:	boosting staff confidence change management strategies changing team/organisational culture ensuring system functions correctly external consultants informing relevant persons modifying system providing staff training/information sessions re-defining staff roles re-distributing office tasks team goal setting temporary reduction of workload testing trialling
Communicating procedures may include:	email messages facsimile messages internal newsletter meetings office memorandum photocopied instructions professional development time training days
Training and support for staff may include:	coach, mentor and/or buddy systems online tutorials on-the-job trainers professional development skills assessment training handbooks videos
Contingencies may include:	loss of staff confidence need for additional training need to modify system temporary reduction of work output
Monitoring of system may include:	extra administrative support and back-up feedback from internal/external client/s observation by trained technician/s utilising monitoring tools and processes
Security may include:	confidentiality agreements passwords safeguards against computer viruses
Changing needs may include:	change in the nature and purpose of the system/organisation change in user requirements growth or decline in system size technological advances in administration systems
Further modifications may relate to:	additional equipment, training negotiation of timeframes for system implementation redefinition of administrative roles and duties specialised software
Monitoring staff training needs may include:	ongoing assessment of staff skills ongoing feedback opportunities providing professional development opportunities

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADM506B Manage business document design and development

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish standards for the design and production of organisational documents and to manage document design and production processes to ensure agreed standards are met. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who require well developed skills in the use of a range of software packages. They use these skills to establish, document and implement consistent standards of document design with an organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish documentation standards	1.1. Identify organisational requirements for information entry, storage, output, and quality of document design and production 1.2. Evaluate organisation's present and future information technology capability in terms of its effect on document design and production 1.3. Identify types of documents used and required by the organisation 1.4. Establish documentation standards and design tasks for organisational documents in accordance with information, budget and technology requirements
2. Manage template design and development	2.1. Ensure standard formats and templates suit the purpose, audience and information requirements of each document 2.2. Ensure document templates enhance readability and appearance, and meet organisational requirements for style and layout 2.3. Test templates, obtain organisational and user feedback, and make amendments as necessary to ensure maximum efficiency and quality of presentation
3. Develop standard text for documents	3.1. Evaluate complex technical functions of software for their usefulness in automating aspects of standard document production 3.2. Match requirements of each document with software functions to allow efficient production of documents 3.3. Test macros to ensure they meet the requirements of each document in accordance with documentation standards
4. Develop and implement strategies to ensure the use of standard documentation	4.1. Prepare explanatory notes for the use of standard templates and macros using content, format and language style to suit existing and future users 4.2. Develop and implement training on the use of standard templates and macros and adjust the content and level of detail to suit user needs 4.3. Produce, circulate, name and store master files and print copies of templates and macros in accordance with organisational requirements
5. Develop and implement strategies for maintenance and continuous improvement of standard documentation	5.1. Monitor use of standard documentation templates and macros, and evaluate the quality of documents produced against documentation standards 5.2. Review documentation standards against the changing needs of the organisation, and plan and implement improvements in accordance with organisational procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to present complex instructions orally, to communicate ideas logically, and to explain technical concepts and designs to others literacy skills to: read and interpret policies and procedures review and select technological designs consider aspects of context, purpose and audience when designing and formatting texts research and analysis skills to evaluate content, structure and purpose of technical texts, and to adapt task instructions to suit changes in technology technological skills to manage design requirements and layouts.
Required knowledge
cost constraints document production processes functions of range of software applications, including desktop publishing, word processing and spreadsheets key provisions of relevant legislation and regulations from all forms of government, codes and standards that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws organisational policies and procedures relating to document design and formatting sources of expertise external to the organisation or workgroup.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing templates or style sheets for use in document design documenting processes and strategies to ensure implementation.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources, including: computer hardware and other document production equipment range of software applications appropriate to the task media for production of documents access to samples of high quality standardised documents.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of authenticated documents from the workplace or training environment oral or written questioning to assess knowledge of accounting procedures and techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: information and communications technologyunits other general administration units.

Range Statement

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.
Documents may be created:	using a range of commercial or organisational software packages: databases desktop publishing spreadsheets word processing
Standards and design tasks may include:	binding binding media checking final print copy client requirements colour photocopy copying creating templates and style or procedures manual drafting drawing editing electronic or paper-based enterprise policies and procedures enterprise templates or house style conventions for margins, fonts, use of colour final document presentation formatting language and style of document liaison with external personnel locating and collecting appropriate information or precedents print quality production of graphics production of multiple and subsequent copies quality standards use of page layout software writing
Complex technical functions may include:	data transfer display features embedding exporting fields form fields formulae importing index linking macros merge criteria sort criteria table of contents

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - General Administration

Co-requisite units

Co-requisite units

BSBADV402B Conduct pre campaign testing

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to pilot an advertising campaign and to make adjustments that will maximise the effectiveness of the campaign. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in an entry level position in media planning, media buying, account management or advertising roles within an advertising team or media organisation. Individuals undertaking this unit conduct testing of advertising communications and based on the test results refine advertisements to ensure they meet marketing communication objectives.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan for pre campaign testing	1.1. Apply valid and reliable measurement tools for testing aspects of the advertisement 1.2. Document expected outcomes and targets 1.3. Select the test group and timing of the pilot advertisement in accordance with the advertising brief 1.4. Negotiate media placement in accordance with budgetary and scheduling requirements
2. Pilot the advertisement	2.1. Test the advertisement in accordance with the time and financial requirements of the advertising brief and budgetary requirements 2.2. Conduct data collection in accordance with the requirements of the evaluation tool/s and the advertising brief
3. Utilise pre campaign test results	3.1. Analyse test results for their impact on the advertising campaign 3.2. Make changes to the advertisement or media schedule in response to pre-test information, which meet the requirements of the advertiser 3.3. Provide options for changes to advertisements and present to the advertiser if required 3.4. Amend advertisements, where necessary, so that they meet legal and ethical requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report on pre-campaign testing activities and results literacy skills to interpret campaign evaluation requirements, and legal and ethical requirements numeracy skills to analyse numerical and other data, and to draw conclusions research skills to evaluate responses collected in testing teamwork skills to collect test data in conjunction with colleagues technology skills to use a wide range of software and equipment to conduct pre-campaign testing.
Required knowledge
principles of advertising as it relates to the marketing mix organisational advertising objectives and contents of the advertising, creative and media briefs legal and ethical requirements for the advertising industry type of media available for advertisements identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act techniques for evaluating advertising effectiveness.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of planning to test an advertising campaign pilot testing of an advertisement modifications made to an advertising campaign based on information gained during the testing process for at least one advertisement.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to advertising, creative and media briefs.
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: assessment of written reports and/or examples of testing results analysis of responses to case studies and scenarios demonstration of pre-campaign testing techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of testing undertaken and findings oral or written questioning to assess knowledge of principles of advertising as it relates to the marketing mix review of data collection conducted.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other advertising units.

Range Statement

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.
Aspects of the advertisement to be tested may include:	appeal average cost per response convenience of reply documents for consumer, such as: paper stock size of form spacing of blank lines credibility cultural acceptability impact interest-arousing interpretation memorability message clarity most profitable size or length of advertisement product/brand identification production techniques
Legal and ethical requirements may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV403B Monitor advertising production

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to monitor and report on pre production, production and post production work for advertisements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in an entry level position in the media planning, media buying, account or advertising management roles within an advertising team or media organisation, who monitor the advertising production process.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Oversee pre production work	1.1. Confirm printing, print production, electronic production specifications, schedule, budget, supplier/s and resource requirements for pre-production activities 1.2. Monitor pre-production activities against scheduling and budgetary requirements and report likely overruns for action and approval in accordance with organisational policies and procedures 1.3. Estimate the effect of a delay in pre-production and make recommendations to re-schedule activities to meet the pre-production schedule in accordance with organisational policies and procedures
2. Oversee production processes	2.1. Confirm specifications, production schedule, budget, supplier/s and resource requirements 2.2. Monitor progress against production schedule and identify likely variations in accordance with organisational policies and procedures 2.3. Gain approvals from relevant persons for schedule variations to production budget allocations in accordance with organisational policies and procedures if required
3. Monitor post production processes	3.1. Confirm specifications, schedule, budget, supplier/s and resource requirements for post-production activities 3.2. Monitor post-production activities against scheduling and budgetary requirements and report likely variations for action and approval in accordance with organisational policies and procedures
4. Produce monitoring reports	4.1. Produce monitoring reports which contain details of progress for pre-production, production and post-production activities 4.2. Produce monitoring reports which meet organisational requirements in terms of language, format, content, and level of detail 4.3. Provide monitoring reports within the required timeframe

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report while conducting monitoring activities literacy skills to read schedules and to write reports numeracy skills to read budgets and compare actual versus budgeted expenditure teamwork skills to work with colleagues to achieve production objectives technology skills to use a wide range of software and equipment to monitor the production of advertisements.
Required knowledge
legal and ethical requirements for the advertising industry principles of advertising as it relates to the marketing mix identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act codes of practice such as those issued by bodies such as the Advertising Federation of Australia, Australian Communications and Media Authority, Australian Competition and Consumer Commission, Australian Performing Right Association, Commercial Radio Australia and Free TV Australia role/s of production personnel techniques and production processes for radio, television and cinema, print and websites.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: confirmation of specifications for production activities monitoring of the pre-, during and post-production activities for creation for at least one advertisement producing reports on pre-production, production and post-production monitoring activities for at least one advertisement formulation of recommendations to re-schedule activities in the event of production delays.
Context of and specific resources for assessment	Assessment must ensure: access to an actual or simulated environment access to office equipment and resources access to a production team.
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: analysis of responses to case studies and scenarios assessment of written reports and/or examples of pre-production, production and post-production activities demonstration of production monitoring techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of the principles of advertising as it relates to the marketing mix review of monitoring reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV404B Schedule advertisements.

Range Statement

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.
Printing specifications may include:	art reproduction, including: halftones line art photography screens binding/finishing colour reproduction, including: colour register/s colour separation digital colour reproduction PMS code process colour spot colour composition typesetting
Print production specifications may include:	computer software programs desktop publishing flexography inkjet printing letterpress offset lithography pre-print production processes rotogravure silk screen
Electronic production specifications may include:	film live recording sound recording video website involving sound, graphics, animation
Pre-production activities may include:	artwork graphics imposition music receipt and review of advertising copy receipt of visual elements and layout rehearsals scripts set construction storyboards
Production schedule may include:	film or video shooting pre-production, production and post-production work print sound recording website development
Post-production activities may include:	assembling scenes dialogue synchronisation editing Foley sound mixing special effects

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV404B Schedule advertisements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to prepare and cost media schedules, to book advertising time/space and to lodge advertisements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in an entry level position in media planning, media buying, account management or advertising roles within an advertising team or media organisation who schedule advertisements.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Confirm advertising and media requirements	1.1. Confirm the availability of the completed advertisement 1.2. Identify and confirm the chosen media and media vehicle/s from the media plan 1.3. Confirm the timing for public release of the advertisement 1.4. Confirm the budget allocation per medium per advertising period
2. Prepare and cost the media schedule	2.1. Confirm that the duration and timing of the media schedule meet the requirements of the media plan 2.2. Ensure the distribution of messages over the duration of the schedule meets the requirements of the media plan 2.3. Identify in the media schedule the number, size/length and placement/timing of advertisements in accordance with the media plan 2.4. Negotiate costs with media vehicles, report any variations from the budget in costs per medium per advertising period, and gain approvals to proceed 2.5. Negotiate and gain approvals for changes from supervisors/account managers to the schedule required by unforeseen problems with media vehicle/s in accordance with organisational policies and procedures 2.6. Cost overall media schedule to meet budgetary requirements
3. Book advertising time/space and lodge advertisements	3.1. Follow booking procedures in accordance with organisational policy and practice using appropriate technology 3.2. Lodge advertisements to meet the deadline requirements of the media vehicle/s in accordance with organisational procedures 3.3. Suggest changes or improvements to organisational scheduling procedures to supervisors or managers

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and gain approvals and to book advertising space literacy skills to identify information from a media plan and to prepare a media schedule negotiation skills to obtain desired advertising time or space numeracy skills to budget, cost and schedule advertisements organisational and time management skills to meet deadlines.
Required knowledge
industry products/services such as media types and media vehicles legal and ethical requirements for the advertising industry principles of advertising as it relates to the marketing mix organisational policies and procedures for scheduling advertisements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification and confirmation of media and media vehicles to be used in accordance with the media plan for at least one advertisement organising the timing and distribution of advertisements and negotiating the costs with media sellers for at least one advertisement.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to media plans access to office equipment and resources.
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: analysis of responses to case studies and scenarios assessment of written reports/examples of costing documentation review of how advertising space and time were obtained direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of media, media vehicle options and availability.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV406A Buy and monitor media.

Range Statement

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.
Media may include:	aerial advertising billboards cable and satellite television cinema direct mail direct response exhibitions and trade fairs point-of-sale radio sales literature sales promotion short message service (SMS) sponsorship television the press video video games videotext
Media vehicle/s may include:	aerial advertising cable and satellite television cinema direct marketing direct response digital video discs exhibitions and trade fairs free-to-air television internet magazines magazines newspapers outdoor advertising podcasting point-of-sale marketing promotional marketing radio sales literature sales promotions video videotext
Timing may include:	continuous advertising throughout the year mindset at point of impact pre-launch advertising pre-sale advertising seasonal advertising
Distribution may include:	evenly spreading advertisements over the allocated time schedule advertising in waves, with heavy advertising followed by light or no advertising

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV405A Perform media calculations

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to calculate media costings, to perform media ratings using mathematical techniques and to present resultant findings. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in an entry level position in a media buying role within an advertising team or media organisation who conduct media calculations to provide quantitative analysis of the effectiveness of advertisements.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate advertising media budget	1.1. Research and define media terminology 1.2. Categorise media costs 1.3. Calculate costings for selected media 1.4. Investigate and calculate agency service fees
2. Calculate electronic media rating points	2.1. Determine reach and effective reach for each advertising media 2.2. Determine and present identified qualitative and quantitative attributes of media
3. Apply mathematical functions to advertising media tasks and problems	3.1. Calculate percentage shares and variations 3.2. Apply index numbers to a media situation 3.3. Perform calculations on simple index numbers 3.4. Calculate international currency conversions 3.5. Calculate the mean, average and weighted average of selected media data
4. Present media calculations	4.1. Use electronic spreadsheets to perform media calculations 4.2. Clearly present data on selected media

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret and evaluate requirements, and to document reports numeracy skills to analyse numerical and other data and to perform media calculations problem solving skills to manage contingencies technology skills to perform calculations and to create complex spreadsheets.
Required knowledge
sources of media and comparative data media calculation principles and practices including; Average Quarter Hour (AQH) Cost per TARP Cost per Thousand (CPM) Cumulated Audience Reach (CUMES) effective frequency effective reach frequency Gross Rating Points (GRPs) number of responses reach Target Audience Rating Points (TARPS) principles of software packages used when performing media calculations identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: calculation and presentation of media costings and electronic media ratings using mathematical techniques for media selected to advertise at least one product or service knowledge of media calculation principles and practices.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to an advertising brief.
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: analysis of responses to case studies and scenarios assessment of written reports on media calculations demonstration of media rating and mathematical techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of demonstrated techniques in calculating media ratings and advertising media problems oral or written questioning to assess knowledge of software packages for media calculations review of media calculations spreadsheets.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other advertising units.

Range Statement

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.
Agency service fees may include:	flat fee head hours percentage fee performance incentives
Advertising media may include:	electronic mass new media print mass point-of-sale transit
Media rating measurements may include:	reach unduplicated reach frequency effective frequency target audience coverage per media target audience rating points (TARPS) gross rating points (GRPs)
Qualitative attributes may include:	editorial environment media involvement message receptiveness proximity to purchase
Quantitative attributes may include:	cost efficiency production costs

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV406A Buy and monitor media

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to confirm the requirements specified in a media plan, to conduct negotiations when buying media and to compare actual media performance against media plan objectives. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in an entry level position in a media planning or buying role within an advertising team or media organisation who are responsible for planning, buying and evaluating media selected to convey advertising communication messages.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan the purchasing of media	1.1. Confirm the requirements of the advertising brief 1.2. Establish the causal relationship between marketing communications and media objectives 1.3. Determine how the creative strategy and execution will impact on the proposed media strategy 1.4. Identify how consumer insights relate to media consumption 1.5. Compare and contrast scheduling alternatives
2. Buy media	2.1. Investigate and evaluate media market conditions 2.2. Conduct negotiations between suppliers for advertisement/commercial placements/spots 2.3. Obtain performance guarantees from media suppliers 2.4. Leverage placement value 2.5. Review proposed media plan against advertising objectives, schedules and budgets
3. Evaluate media performance	3.1. Investigate pre- and post-media performance/ratings and make any necessary changes to the media plan as required 3.2. Evaluate media costing data to determine effectiveness in relation to return on investment 3.3. Compare actual media performance against media plan objectives 3.4. Compare direct and indirect response rates 3.5. Determine problems/opportunities in the planning and buying process from differences between planned and actual accomplishments 3.6. Modify existing, or investigate alternative, media strategies based on media performance data

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills sufficient to read and interpret advertising briefs and to write reports with complex concepts and ideas negotiation skills to obtain advertisement/commercial placements/spots organisational and time management skills to sequence tasks and to meet timelines research and evaluation skills to determine the effectiveness of media performance.
Required knowledge
economic, social and industry trends industry products/services organisational structure/s and roles and responsibilities identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: planning, purchasing and evaluating the performance of media used in communicating marketing objectives in at least one advertising campaign.
Context of and specific resources for assessment	Assessment must ensure: access to advertising brief and media plan access to an actual workplace or simulated environment access to office equipment and resources.
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: analysis of responses to case studies and scenarios assessment of written reports on media performance direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of relevant legislation, codes of practice and national standards that impact on business operations reports containing an evaluation of media market conditions reports containing evaluation of media costing data.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV405A Perform media calculations.

Range Statement

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.
Marketing communications may include:	direct marketing media personal selling promotional marketing public relations
Media objectives may include:	high frequency high reach product launch
Media market conditions may include:	clutter competition editorial environment political environment technological advances
Media costing data may include:	cost per Target Audience Rating Points (TARPS) Cost Per Thousand (CPM) day parts opportunity to see responses run of station zones

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV407A Apply media analysis and processing tools

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to compare and contrast the characteristics of media analysis tools to choose the most appropriate software tool to perform media tasks and to evaluate their outcomes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in an entry level position in a media planning or buying role within an advertising team or media organisation who use specialised media software in conducting their activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate media software tool options	1.1. Compare and contrast the characteristics and specific functions of media software tools when developing a media plan 1.2. Evaluate the advantages and disadvantages of media software tools that could be used to perform media tasks 1.3. Contrast and evaluate the functions of media software tools to perform media analysis and processing tasks 1.4. Generate media recommendations which meet advertiser's requirements
2. Use media software tools to perform media tasks	2.1. Use media software to segment target audience 2.2. Ensure program demographics match marketing objectives 2.3. Analyse radio and television survey data and logs to determine most appropriate media placements
3. Analyse campaign performance	3.1. Evaluate media performance results by channels, programs and days of the week to determine performance against desired marketing objectives 3.2. Compare media performance against expected demographics by program and time periods 3.3. Present campaign performance results to advertiser

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and interpret advertising briefs, to analyse data and to write reports numeracy skills to evaluate quantitative figures generated by media reports presentation skills to present findings of campaign performance research and data collection skills to analyse media performance data and information technology skills to apply functions of media software to perform media tasks.
Required knowledge
data processing methods and analysis techniques industry products/services organisational structure/s, roles and responsibilities principles, advantages, disadvantages and applications of specific software to perform media tasks identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: evaluation and application of relevant media software options to perform media analysis tasks for at least one advertising campaign analysis and presentation of media performance for at least one advertising campaign.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources.
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: analysis of responses to case studies and scenarios demonstration of the use of media software direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of the advantages and disadvantages of specific software to perform media tasks observation of presentation of campaign performance results to advertiser evaluation of media performance results.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV405A Perform media calculations BSBADV406A Buy and monitor media.

Range Statement

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.
Characteristics may include how media software tools:	evaluate media plans perform media tasks reach audiences
Media software tools may include:	Adequest eTAM AdSystems Asteriod BCC/TSS MaxMedia Media Advisor Media Wise Optimiser Panorama Prodigy Radioscope TeleMinute Web Ratings
Functions may include:	analyse media performance data conduct statistical analyses develop media plans
Demographics may include:	age income marital status education level

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV408A Review advertising media options

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake research that supports work with a range of advertising media. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals requiring a broad knowledge of advertising media, particularly people new to the advertising field. It is not assumed that individuals at this level would have responsibility for supervising the work of others. However, it is assumed that their work will support effective work practices across the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research advertising media options	1.1. Clarify advertising media options for review, and record scope of review 1.2. Identify local, state or territory, national and international networks for advertising professionals 1.3. Identify other sources of information about advertising media options 1.4. Select research strategy suitable to the topic 1.5. Consult with relevant personnel 1.6. Undertake research into a range of advertising media options for a particular product or service 1.7. Critically analyse strengths and weaknesses of each option
2. Review policy and procedures frameworks	2.1. Locate and review policies and procedures relevant to the advertising media options being researched 2.2. Review legislation, regulations, standards and ethical requirements that apply to the advertising media options
3. Report on research outcomes	3.1. Collate, analyse and record key findings of the review as they relate to advertising 3.2. Compile a report on research outcomes 3.3. Develop recommendations for advertising media options suitable for a particular product or service 3.4. Present report in agreed format to relevant personnel

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
initiative and enterprise skills to select and use a range of research strategies judgement and decision-making skills to review ethical and policy frameworks and recommend suitable advertising media options learning skills to select and use an appropriate research strategy literacy skills to research an issue and produce a clear and legible report that documents key issues
Required knowledge
legal and ethical requirements for working with advertising media range of advertising media options range of research strategies and their suitability for different purposes sources of information and networks on advertising media

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: research report that reviews a range of advertising media options and which includes: research methodology and sources of information used description of chosen advertising media options strengths and weaknesses of each option recommendations for use of selected advertising media options for a particular product or service.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment relevant workplace documents and personnel office equipment and research resources.
Method of assessment	The following assessment methodsare appropriate for this unit: assessment of report on outcomes of research evaluation of research undertaken oral or written questioning to assess knowledge of a range of advertising media options, and their strengths and weaknesses review of portfolio of evidence showing the research process and the information gathered about advertising media options.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Advertising media options could include:	aerial advertising billboards and posters cable and satellite television cinema digital video discs direct mail direct response email marketing free to air television internet magazines new media, including multimedia and hypermedia newspapers outdoor personal selling podcasting point of sale radio sponsorship telemarketing transit media video video games videotext.
Research strategy may include:	interviews literature searches of print and online resources statistical analyses surveys websites.
Relevant personnel may include:	experienced marketing and advertising practitioners industry experts and spokespersons managers and team leaders training and development staff.
Legislation, regulations, standards and ethical requirements may include:	legislation, including: anti-discrimination legislation consumer protection laws copyright legislation fair trading laws OHS legislation privacy laws Trade Practices Act codes of practice, such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australasian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles social responsibilities, such as protection of children and environmentally sustainable practices societal expectations.

Research re

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - advertising

Co-requisite units

Co-requisite units

BSBADV503B Coordinate advertising research

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit covers the performance outcomes, skills and knowledge required to conduct primary and secondary advertising research to test advertising themes and ideas. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a supervisory or management advertising role within an advertising team or media organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Assess advertising research requirements	1.1. Analyse information about the consumer, the product and the market environment to identify and justify the need for further research 1.2. Assess creative concepts to determine and justify the need for concept testing 1.3. Assess media options and scheduling to determine and substantiate the need for media research 1.4. Identify and assess legal, ethical and cultural considerations for advertising research to determine their impact on research methods
2. Select research method/s	2.1. Confirm research budget and timeframe in selecting appropriate research method/s 2.2. Assess the capacity of primary and secondary research methods to provide the required information 2.3. Select pre-test advertising method/s which are the most likely to provide the required information on time and within budget 2.4. Prepare a research brief that specifies research objectives and method/s, budget, time, schedule and reporting requirements
3. Utilise advertising research findings	3.1. Analyse research results using appropriate techniques to identify findings and their impact on advertising strategies, budgets and time lines 3.2. Adjust advertising strategies, budgets and time lines to reflect research findings 3.3. Revise advertising strategies to meet legal and ethical requirements, and the requirements of the advertiser

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to interpret data and to evaluate how the data may be used literacy skills to interpret legal and ethical requirements, and to prepare research briefs and reports numeracy skills to collate and analyse data research and data collection skills to collect market research.
Required knowledge
legal and ethical requirements affecting market research organisational policy and procedures for conducting market research identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act requirements for time, cost, scope as determined in the advertising brief range of available market research and data analysis techniques statistical and research methods and techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of assessment and selection of appropriate techniques to identify advertising research requirements for at least one product or service preparation of a research brief specifying objectives, methods, budget, time, schedule, reporting and human resource requirements for at least one advertising campaign.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to primary and secondary research information.
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: analysis of responses to case studies and scenarios assessment of written reports/examples of research briefs demonstration of market research selection techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of market research conducted oral or written questioning to assess knowledge of organisational policy and procedures for conducting market research review of adjustments to advertising strategies, budgets and time lines to reflect research findings.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other advertising units.

Range Statement

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.
Information about the consumer, the product and the market environment may include:	buyer behaviour competitive advantage competitive factors demographics distribution channels economic, social and cultural factors existing customers and their product usage pricing problems and opportunities facing the product product and brand image product brand product characteristics product packaging results of past advertising for the product target market values or attitude factors
Concept testing may include presenting material to evaluate consumer reaction, such as:	a short product description drawing dummy advertisement
Legal, ethical and cultural considerations may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia confidentiality cultural sensitivity privacy
Primary research may include carrying out original research to gather information for a specific purpose such as:	attitude surveys experiments or market testing on a segment of the market group interviews indirect research such as depth or focus group interviews, projective questioning, association tests interviews (face-to-face and telephone) observation panel research questionnaires quota sampling retail audits to determine brand share sampling specialised research e.g. 'mystery shoppers' surveys
Secondary research may include:	data that has already been collected by external sources such as: published government statistics polls published by advertising and media companies chamber of commerce data university databases data held by research organisations data that has been collected by internal company sources such as: sales or distribution figures financial information cost analyses
Appropriate techniques may include:	application of statistical methods critical analysis mathematical calculations
Findings may include:	facts interrelationships issues patterns trends
Advertising strategies may include:	communication objectives creative and media strategies identification of advertising purpose and objectives target audience strategies
Legal and ethical requirements may include:	codes of practice cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV507B Develop a media plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to interpret an advertising brief to develop a media plan within a given budget. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a supervisory or management advertising role within an advertising team or media organisation. It may also apply to someone working within a direct marketing role who is responsible for planning media requirements for direct marketing campaigns or offers.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define media requirements	1.1. Identify the target audience characteristics from the advertising brief and prepare a detailed consumer profile which uses the same terms as those used to describe media audiences 1.2. Analyse product market factors to determine the reach and frequency requirements of advertising media selected 1.3. Analyse the creative requirements of the advertising message and determine the media implications 1.4. Identify media merchandising requirements from the advertising brief 1.5. Confirm the media budget and identify legal and voluntary constraints
2. Select media vehicles	2.1. Weigh up the relative merits of identified media vehicle alternatives taking past media performance into account 2.2. Evaluate and test new or alternative media vehicles with other advertisers and against proven vehicles 2.3. Select media vehicles that target the required audience, meet media requirements and fulfil merchandising requirements within budget 2.4. Select media vehicles that meet the creative, reach and frequency requirements of the advertising message to be achieved within the budget 2.5. Ensure selected media vehicles meet legal and ethical requirements
3. Determine the media schedule	3.1. Ensure the duration and timing of the media schedule meet the requirements of the advertising brief 3.2. Determine the distribution of messages over the duration of the schedule to meet the requirements of the advertising brief 3.3. Create a media schedule to the satisfaction of the advertiser 3.4. Develop alternative media schedules for the advertiser within the budget 3.5. Determine testing schedule for the media plan and continually modify media plan in accordance with results obtained
4. Produce a media plan	4.1. Create a media plan which defines the media requirements of the advertising brief and provides evidence to support each requirement 4.2. Specify the recommended media and vehicle/s, and the rationale for their selection in the media plan 4.3. Ensure the media plan contains a budget allocation per medium per advertising period 4.4. Identify the anticipated impact of the advertising and measures to assess its effectiveness in the media plan

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to consult on the media schedule evaluation skills to compare and weigh advantages of one medium over another, and to match characteristics with media requirements literacy skills to interpret the characteristics of different media and to match them to the requirements of the advertising brief.
Required knowledge
data analysis and matching techniques legal and ethical requirements relating to the advertising industry organisational products and services offered organisational budget and resource constraints principles and characteristics of advertising media, types of media and advertising strategies identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act terms for describing media audiences.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: production of a media plan for an advertising campaign for at least one product or service which: defines the media requirements of the advertising brief specifies rationales for media vehicles chosen contains budgetary allocation for each advertising medium measures to assess effectiveness of media vehicles selected.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to the advertising brief.
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: analysis of responses to case studies and scenarios assessment of documented media plans demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of media plans oral or written questioning to assess budget knowledge review of media schedule.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV511A Evaluate and recommend advertising media options.

Range Statement

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.
Target audience characteristics may include:	analysis of current customers attitudes cultural factors demographics duplication or presence on customer and outside lists existing product usage geographics lifestyle psychographics social factors values
Consumer profile may include:	behaviouristic information such as: benefits sought by buyer loyalty status readiness stage user status combinations of geographic, demographic and psychographic information often including data on media consumption and retail outlet usage overlaid demographic information such as: age education gender income marital status number of children nationality occupation statistical descriptions geographic information such as: Census Collector District (CCD) census information home address nation of residence postcode state or territory of residence work address psychographic information such as: activities attitudes interests lifestyle opinions values
Product market factors may include:	whether a product or service: is convenient is differentiated or undifferentiated is established is frequently or infrequently purchased is highly competitive is new has a high or low level of audience involvement whether the message characteristics are: ongoing simple unique
Creative requirements may include:	action cluttered or uncluttered medium colour electronic or physical form fast production time intrusive medium local, national or international medium longer and more profitable space requirements longer and more profitable time requirements paper stock pictures or illustrations prestigious medium printing requirements production technique costs response forms sound words only
Merchandising requirements may include:	association with a particular media vehicle to give the perception of safety and value identification with a particular local community number of required responses
Legal and voluntary constraints may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation, including occupational health and safety legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations
Media vehicles may include:	aerial advertising billboards cable and satellite television cinema direct mail direct response exhibitions and trade fairs internet point-of-sale radio sales literature sales promotion sponsorship television the press video video games videotext
Media requirements may include:	number of target audience reached required number of responses, including: current customer base versus expected attrition and growth target conversion factor for multi step offers/campaigns required cost per response
Timing may include:	continuous advertising throughout the year pre-launch advertising pre-sale advertising seasonal advertising
Distribution may include:	advertisements evenly spread over the time schedule advertisements in waves, with heavy advertising followed by light or no advertising generation of a budgeted number of responses at no more than the budgeted cost per response
Media schedule includes:	number of advertisements placement of advertisements size/length of advertisements
Rationale may include:	dissimilarity to any proven media and/or media vehicle, but worth a controlled test based on similarity between media/vehicle audience and organisational customer base proven ability to reach target audience in the past proven ability to generate profitable responses in the past similarity to proven media vehicle/s similarity between media vehicle/s, audience and organisational target audience or customer base
Budget allocation may include:	allocation of online budget based on maximum cost for pay per click allocation per medium based on number of times media and/or media vehicle can be used within the period while maintaining the budgeted average cost per response budgeted number of responses required for the period maximum daily budget
Measures to asses its effectiveness may include:	attitude measurements awareness measurements cost per response gross profit per contact inquiry measurements market tests media audience measurements number of responses opinion measurements physiological measurements readership measurements recall measurements sales measurements split cable tests split-run tests tests of different creative executions tests of different direct marketing offers tests of different media vehicles theatre tests

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV509A Create mass print media advertisements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to create mass print media advertisements that communicate the key features of a product, service or idea to the consumer. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a supervisory or management advertising role within an advertising team or media organisation who are primarily responsible for the development of mass print advertisements. Individuals undertaking this unit may develop mass print media advertisements themselves or coordinate a team to produce the advertisement.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Interpret a creative brief	1.1. Confirm the central idea or creative concept, technique/s for expressing the idea/concept and mass print media to be used 1.2. Identify and check the advertising content and supporting information for accuracy and completeness 1.3. Confirm the time, schedule and budget requirements for creating the advertisement/s 1.4. Identify legal and ethical constraints
2. Create a mass print media advertisement	2.1. Determine and produce the elements of a print advertisement to communicate the required image, features and benefits of the product or service 2.2. Size and position each element of the print advertisement to achieve balance and focus for the advertisement 2.3. Ensure the typeface selections suit the product and the central idea of the advertisement, and the layout balances white space and margins 2.4. Ensure the layout of the advertisement unifies the elements, attracts the reader to the focal point and guides the reading sequence 2.5. Ensure the advertisement meets the requirements of the advertising brief and that it meets legal and ethical requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to write engaging scripts, and to use visual and design techniques to communicate advertising messages efficiently and effectively literacy skills to interpret requirements and to write for a variety of audiences and purposes.
Required knowledge
industry, services, products and organisation legal and ethical requirements relating to the advertising industry principles and purposes of advertising principles of consumer behaviour and influences on buyer behaviour principles of creative elements in print advertisements range of available advertising approaches for different markets identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act requirements for advertising timelines, budget, central idea, resources as specified in the advertising brief.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: the production of at least three mass print advertisements in accordance with an advertising and creative brief including: a newspaper advertisement a magazine advertisement an outdoor advertisement.
Context of and specific resources for assessment	Assessment must ensure: access to advertising copy to be used in the advertisement access to an actual workplace or simulated environment access to office equipment and resources access to advertising and creative briefs.
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: analysis of responses to case studies and scenarios assessment of written reports/examples of mass print advertisements demonstration of techniques used to create mass print advertisements direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of principles and purposes of advertising review of legal and ethical constraints identified.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT501AWrite persuasive copy.

Range Statement

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.
Central idea may include a verbal (text or headline) or visual (illustration) device used to present the content to the reader, listener or viewer of the advertisement, such as:	analogy and association case histories celebrities continuing characters demonstrations exaggerated situations fantasy photographic tricks or special effects product uses recipes slice-of-life situations testimonials
Mass print media may include:	magazines newspapers outdoor advertising
Advertising content may include information to be communicated to the audience such as:	brand or image factors competitive advantages features of the product/service product/service colour product/service price where the product/service may be obtained
Supporting information may include:	evidence to support the claimed benefit purchasing information reassurances for existing users requirement to specify the target audience
Legal and ethical constraints may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation, including occupational health and safety legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations
Elements of a print advertisement may include:	borders boxes captions colour copy coupons headlines logos mandatory product or service information shading signatures slogans visuals

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV510A Create mass electronic media advertisements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to communicate the key features of a product, service or idea to a consumer using mass electronic media. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a supervisory or management advertising role within an advertising team or media organisation who are primarily responsible for the development of mass electronic advertisements. Individuals undertaking this unit may develop mass electronic media advertisements themselves or coordinate a team to produce the advertisement.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Interpret a creative brief	1.1. Confirm the central idea or creative concept, technique/s for expressing the idea/concept and mass electronic media to be used 1.2. Identify and check the advertising content and supporting information for accuracy and completeness 1.3. Confirm the time, schedule and budget requirements for creating the advertisement/s 1.4. Identify legal and ethical constraints
2. Create a radio advertisement	2.1. Determine the length, pace and format for the radio advertisement in accordance with the creative brief and the allocated budget 2.2. Determine the content of the opening, middle and close of the radio advertisement to create impact, introduce the central idea, provide support for key product benefits, and provide information to facilitate consumer action 2.3. Prepare scripts to meet the requirements of the producer and performer/s and the allotted time 2.4. Ensure the radio advertisement meets the requirements of the advertising brief and that it meets legal and ethical requirements
3. Create a television or cinema advertisement	3.1. Determine the length, pace and format for the advertisement in accordance with the creative brief and the allocated budget 3.2. Prepare scripts and storyboards to record the visual plan and to identify creative elements that meet the requirements of the creative brief 3.3. Ensure the advertisement attracts attention and sustains interest through coordination of action and motion visual effects, with audio to support the visual image/s 3.4. Ensure the advertisement meets the requirements of the advertising brief and that it meets legal and ethical requirements
4. Create an internet, web or podcast advertisement	4.1. Determine and produce copy and design elements to communicate the required image, features and benefits of the product or service 4.2. Size and position each element of the advertisement to achieve balance and focus for the advertisement 4.3. Ensure typeface selections suit the product and the central idea of the advertisement, and the layout balances white space and margins 4.4. Design site map, navigation buttons, frames and multiple pages for ease of use 4.5. Ensure sound, animation and graphics do not distract from the content of the advertisement 4.6. Ensure the advertisement meets the requirements of the advertising brief and that it meets legal and ethical requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to write engaging scripts, and to use visual and design techniques to communicate advertising messages efficiently and effectively research, data collection and evaluation skills to compare and weigh advantages of one medium over another, and to match characteristics with media requirements literacy skills to interpret the characteristics of different media and to match them to the requirements of the advertising brief technology skills to use a range of office equipment and software.
Required knowledge
industry, services, products and organisation legal and ethical requirements relating to the advertising industry principles and purposes of advertising principles of consumer behaviour and influences on buyer behaviour principles of creative elements in electronic advertisements range of available advertising approaches for different markets identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act requirements for advertising timelines, budget, central idea, resources as specified in the advertising brief.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: the production of at least three mass electronic advertisements in accordance with an advertising and creative brief, including: a radio advertisement a television or cinema advertisement a web or podcast advertisement.
Context of and specific resources for assessment	Assessment must ensure: access to advertising copy to be used in the advertisement access to an actual workplace or simulated environment access to office equipment and resources access to advertising and creative briefs.
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: analysis of responses to case studies and scenarios assessment of written reports/examples of mass electronic advertisements demonstration of techniques used to create mass electronic advertisements in a workplace or simulated environment direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of principles of consumer behaviour and influences on buyer behaviour review of internet, web or podcast advertisements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT501AWrite persuasive copy.

Range Statement

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.
Central idea may include a verbal (text or headline) or visual (illustration) device used to present the content to the reader, listener or viewer of the advertisement, such as:	analogy and association case histories celebrities continuing characters demonstrations exaggerated situations fantasy photographic tricks or special effects product uses recipes slice-of-life situations testimonials
Mass electronic media may include:	cinema internet podcasting radio television
Advertising content may include information to be communicated to the audience such as:	brand or image factors competitive advantages features of the product/service where the product/service may be obtained product/service price product/service colour
Supporting information may include:	evidence to support the claimed benefit purchasing information reassurances for existing users requirement to specify the target audience
Legal and ethical constraints may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation, including occupational health and safety legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations
Advertising copy consists of:	the words used in print and broadcast advertising
Requirements of the producer and performer/s may include:	audio direction coordination of music and sound effects with spoken words cues descriptions detailed message content instructions manner of delivery words to be spoken
Creative elements may include:	action progression action scenes audio details camera shots composition of film and video shots film and video details graphics effects interaction of audio and video key frames lighting effects location music props set sound effects talent voices

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV602B Develop an advertising campaign

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to determine key objectives and to develop an advertising campaign to optimise product or service market performance in response to an advertising brief. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a senior advertising management or account management role within an advertising or media organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define campaign objectives	1.1. Clarify the advertiser's purpose and objectives from the advertising brief and use these to set objectives for the advertising campaign 1.2. State campaign objectives in measurable terms and identify the nature and extent of what the advertising is to accomplish 1.3. Ensure campaign objectives are feasible, given the constraints of time, budget, product and market factors 1.4. Ensure campaign objectives take into consideration factors which may affect consumer responses 1.5. Ensure campaign objectives meet legal and ethical requirements
2. Prepare an advertising budget	2.1. Assess and specify research resource requirements for the advertising campaign 2.2. Assess and specify resource requirements for a range of media options, creative and production services 2.3. Justify resources allocated to each component of the advertising campaign and ensure they are sufficient, in relative terms, to achieve the campaign objectives 2.4. Ensure the overall budget meets the requirements of the advertising brief
3. Develop a schedule for proposed advertising activities	3.1. Confirm the campaign length and timing from the advertising brief 3.2. Identify service providers with the required expertise and negotiate their costs and availability 3.3. Base the choice of service providers on merit and value for money and ensure the selection meets legal and ethical requirements 3.4. Ensure the time allowed in the schedule to meet creative, media and production requirements is sufficient to achieve the advertising objectives 3.5. Include milestones for monitoring progress and expenditure against budget, and for evaluating campaign effectiveness in the schedule

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report when creating an advertising campaign literacy skills to write in a range of styles for different audiences and to interpret legal requirements, company policies and procedures numeracy skills to develop budgets and schedules organisational and time management skills to plan projects, meet deadlines and allocate tasks technology skills to use a wide range of office equipment and software to develop an advertising campaign.
Required knowledge
principles of effective advertising for different markets contents of advertising briefs industry, services, products and organisation legal and ethical requirements pertaining to the advertising industry organisational products or services principles and purposes of advertising, consumer behaviour and influences on buyer behaviour identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act requirements for advertising timelines, budget, central idea, resources as specified in the advertising brief.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of at least one advertising campaign which meets the advertiser's purpose and objectives as specified in the advertising brief and contains: specified timelines for task completion resource requirements budgetary allocations.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to an advertising brief.
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: analysis of responses to case studies and scenarios assessment of reports detailing advertising campaign activities and project plans demonstration of project management techniques to develop an advertising campaign direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations and execution of campaign plans oral or written questioning to assess knowledge of principles and purposes of advertising, consumer behaviour and influences on buyer behaviour review of advertising budget and advertising schedule.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV604B Execute an advertising campaign BSBADV605B Evaluate campaign effectiveness.

Range Statement

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.
Objectives for the advertising campaign may include:	changing attitudes increasing awareness of a product, service, brand or idea increasing knowledge about a product or service increasing response to a product or service from a particular demographic group reinforce positive disposition to a brand
Factors which may affect consumer responses may include:	affluency age culture disability gender lifestyle marital status values
Legal and ethical requirements may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations
Research resource requirements may include:	attitude surveys desktop research experiments or market testing on a segment of the market group interviews indirect research such as depth or focus group interviews, projective questioning, association tests interviews (face-to-face and telephone) observation panel research questionnaires quota sampling retail audits (to determine brand share) sampling specialised research such as 'mystery shoppers' surveys
Media options may include:	aerial advertising billboards cable and satellite television cinema direct mail direct response exhibitions and trade fairs podcast point-of-sale radio sales literature sales promotion sponsorship television the press video video games videotext
Creative and production services may include:	artist/illustrator camera person copywriter director film maker graphic designer lighting technician musicians performers photographer presenter printer producer sound technician special effects practitioner stunt people voice over

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV603B Manage advertising production

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan, direct, monitor and evaluate the production of electronic and print advertising. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a senior advertising management, advertising production or account management role within an advertising or media organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan the production process for advertisements	1.1. Confirm the timing and budgetary requirements for creative and production work 1.2. Assess the creative brief and identify factors that influence the production process 1.3. Investigate and determine production processes to suit the advertising brief, creative work and the advertising medium 1.4. Determine the specifications to suit both the advertisement and production process 1.5. Schedule pre-production work to meet production and post-production requirements 1.6. Plan a production schedule to meet the requirements of the advertising brief and media plan
2. Evaluate and select suppliers	2.1. Identify suppliers for each element in the production process 2.2. Assess suppliers in terms of their expertise and capacity to meet production, budget and schedule requirements 2.3. Base choice of suppliers on merit and value for money and their capacity to meet legal and ethical requirements 2.4. Brief and gain agreement from suppliers on the production, schedule and process requirements
3. Direct the advertising production process	3.1. Integrate the management of all aspects of the production process to meet the requirements of the advertising brief and schedule 3.2. Involve creative specialists in the production process to solve creative problems and to advise on creative changes to ensure the resulting advertisement is consistent with the objectives and positioning for the product or service 3.3. Ensure the outputs from the production process meet the requirements of the production schedule, creative brief and media plan and meet legal and ethical requirements
4. Evaluate advertising production	4.1. Evaluate the quality and cost-effectiveness of the production processes and report against the requirements of the creative brief 4.2. Ensure evaluation processes are valid and measure quality against the standards established in the creative brief 4.3. Evaluate the final advertisement in relation to the requirements of the creative brief

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report when managing advertising production literacy skills to interpret production requirements and supplier profiles numeracy skills to develop budgets and schedules organisational and time management skills to prepare a production plan project management skills to direct and monitor suppliers technology skills to operate office and production equipment used in development of advertisements.
Required knowledge
organisational budget, product and/or services contents of the advertising and creative briefs, and media plans printing, television, film and video production process legal and ethical requirements of the advertising industry identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act how to use software and operate equipment used in advertising production processes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: planning, directing, monitoring and evaluating the production of at least two advertisements, including: one electronic advertisement one print advertisement.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to production facilities access to advertising and creative briefs, and media 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: analysis of responses to case studies and scenarios assessment of reports detailing production activities demonstration of production techniques to develop a print and electronic advertisement direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of advertisements produced oral or written questioning to assess knowledge of advertising and creative briefs, and media plans review of evaluation of final advertisement in relation to the requirements of the creative brief.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other advertising units.

Range Statement

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.
Factors that influence the production process may include:	budget central idea creative concept image factors timeframe
Production processes may include:	print production processes such as: computer software programs desktop publishing flexography inkjet printing letterpress offset lithography pre-print production processes rotogravure silk screen electronic production processes such as: film live recording podcasting sound recording streaming video websites
Specifications may include:	art reproduction aspect ratio colour register/s colour reproduction: colour separation composition computerised colour reproduction film halftones line art photography process colour screens spot colour typesetting video
Media may include:	cinema internet out of home radio television
Pre-production work may include:	receipt and review of advertising copy receipt of visual elements and layout rehearsals scripts set construction storyboards
Production schedule may include:	film or video shooting pre-production work production work post-production work sound recording
Legal and ethical requirements may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV604B Execute an advertising campaign

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to coordinate and monitor the implementation of an advertising campaign. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a senior advertising management or account management role within an advertising or media organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop an implementation strategy	1.1. Analyse the creative brief and media plan, and determine factors affecting implementation of the campaign 1.2. Ensure the strategy outlines implementation tasks and timelines, and includes a contingency plan for dealing with omissions and errors
2. Negotiate media contracts	2.1. Confirm the media plan and budget for implementation with the client 2.2. Negotiate advertisement positions and price with each media vehicle in accordance with the client's requirements 2.3. Negotiate and agree on contingency factors and solutions with the media representative 2.4. Establish media contracts that meet legal and ethical requirements, and the requirements of the advertising campaign brief and schedule
3. Monitor the advertising campaign	3.1. Evaluate media performance against the conditions of the contract, and identify and analyse any variations 3.2. Apply the provisions of media guarantees and make adjustments to media schedules if necessary 3.3. Execute the advertising campaign so that it complies with the advertising schedule and budget and meets legal and ethical requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret media requirements and contracts negotiation skills to agree on advertising price and positions numeracy skills to develop budgets and schedules project management skills to manage and monitor contracts communication skills to question, clarify and report when implementing an advertising campaign.
Required knowledge
principles of media pricing policies, guarantees and campaign contingencies media vehicles and media options organisational budget, product and/or services principles of advertising, creative briefs and media plans printing, television, film and video production processes legal and ethical requirements relating to the advertising industry identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of at least one advertising campaign implementation strategy negotiations with media representatives to get price and positions for at least one advertising campaign evaluation of media performance against contractual obligations for at least one advertising campaign.
Context of and specific resources for assessment	Assessment must ensure: access to an actual or simulated workplace environment access to office equipment and resources access to media and advertising plans, campaign contracts, creative briefs, campaign briefs.
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: analysis of responses to case studies and scenarios assessment of reports detailing campaign execution activities demonstration of negotiation and monitoring techniques for an advertising campaign direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of campaign performance oral or written questioning to assess knowledge of principles of advertising, creative briefs and media plans review of media contracts negotiated.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV605B Evaluate campaign effectiveness.

Range Statement

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.
Advertisement positions may include:	above or below the fold EGN evenly spread during the time schedule fixed position each week in a radio/television or other program left or right page page number scatter plan which places an advertisement in different programs or positions each week
Price may include:	buying incentives concessions discounts guarantees negotiation
Contingency factors may include:	programming errors technical errors
Guarantees may include:	frequency position price
Legal and ethical requirements may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBADV605B Evaluate campaign effectiveness

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and implement a campaign evaluation strategy to determine whether advertising objectives have been attained. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a senior advertising management or account management role within an advertising or media organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop a campaign evaluation strategy	1.1. Ensure the evaluation strategy defines standards and measurements by which the effectiveness of the advertising can be measured and improvements identified 1.2. Establish a strategy which contains specific performance standards for each element of the advertising campaign as well as the overall outcome 1.3. Ensure the strategy includes the evaluation of the legal and ethical standards acceptable for the advertisement/s 1.4. Include processes in the strategy for correcting advertisement/s that do not meet legal and ethical standards
2. Implement campaign evaluation strategy	2.1. Evaluate expenditure data to determine effectiveness of the campaign in relation to the budget 2.2. Evaluate the media program to determine performance against the media plan objectives 2.3. Evaluate the creative strategy in terms of copy content, creative execution and effectiveness of the finished advertisement 2.4. Evaluate the interactive effect of all the elements in the advertising campaign to determine the overall effectiveness of the advertising campaign
3. Utilise advertising effectiveness data	3.1. Use the results of evaluations of advertising effectiveness in the analysis and planning phase for subsequent advertising 3.2. Use expenditure information to improve the budget planning process 3.3. Use feedback on the advertisement itself to provide ideas for future advertisements and to improve advertising copy 3.4. Use media performance information to determine whether alternative media approaches would yield better results 3.5. Use differences between planned and actual accomplishments to define problems to be addressed in the next planning phase

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report literacy skills to interpret evaluation requirements, legal and ethical requirements numeracy skills to analyse numerical and other data, and to draw conclusions research and evaluation skills to determine effectiveness of advertising campaigns technology skills to use a range of office equipment and software.
Required knowledge
organisational budget planning process techniques for evaluating advertising effectiveness and managing campaign contingencies identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trades Practices Act specifications in advertising, creative and media briefs.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development and implementation of a campaign evaluation strategy for at least one advertising campaign analysis of evaluation data to make recommendations for improvement on future campaigns.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to advertising, creative and media briefs, and media 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: analysis of responses to case studies and scenarios assessment of reports detailing campaign evaluation activities demonstration of evaluation techniques for an advertising campaign direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of campaign performance oral or written questioning to assess knowledge of techniques for evaluating advertising effectiveness and managing campaign contingencies review of problems defined to be addressed in the next planning phase.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV602B Develop an advertising campaign BSBADV604B Execute an advertising campaign.

Range Statement

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.
Measurements may include:	affective tests awareness studies cognitive tests conative tests consumer juries consumer take-away controlled store testing headline testing inquiry measurement physiological tests ratings readership tests recall tests related recall retail audit sales analysis simulated test market (STM) split cable testing split scan system split-run tests theatre tests tracking study
Elements of the advertising campaign may include:	campaign launch creative materials expenditure against budget finished advertisement purchase of advertising media research
Legal and ethical standards may include:	codes of practice such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations standards relating to: children comparative advertising culturally diverse groups linguistically diverse groups subliminal advertising the use of sex in advertising truth in advertising women

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Advertising

Co-requisite units

Co-requisite units

BSBATSIC411C Communicate with the community

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required for board members to work in partnership with the community, including other organisations, in order to meet community needs and involve people in the organisation and its activities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who need to communicate with the community in their role as a member of a board of governance of an Aboriginal and Torres Strait Islander organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect information from the community	1.1. Convene a community forum 1.2. Use formal and informal community networks to share information 1.3. Encourage, respect and record community contributions 1.4. Follow organisational policies and procedures for confidential information
2. Provide information to the community about the organisation's activities and board decisions	2.1. Provide information to the community about the organisation's activities according to established protocols 2.2. Advise the community regularly of board decisions and the reasons behind them
3. Identify issues jointly with the community	3.1. Raise and discuss issues of importance with the community 3.2. Invite individuals and groups affected by issues to participate in community forums 3.3. Gather background information through relevant networks
4. Identify options with the community	4.1. Discuss and evaluate options for action with the community 4.2. Identify preferred options 4.3. Convey information on issues and preferred options to the board 4.4. Convey the board's response to the community

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to: work cooperatively with community members, other board members, staff and key stakeholders ensure the views of all relevant members of the community are heard and treated with respect culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to review and assess information facilitation skills to assist the community to voice opinions and evaluate options networking skills to encourage participation in meetings and keep the community informed problem-solving skills to identify and manage potential areas of conflict skills required to convey information to the board and the community
Required knowledge
community consultation methods concept of community control of organisations and how it may impact on the need to communicate with the community cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that can impact on methods of communication with the community effective communication strategies for sharing information with individuals and groups geographic,social, economic and political contexts in which particular organisations operate and how these may impact on communication methods information gathering, analysis and presentation methods organisationalpolicies and procedures in relation to communicating with community and maintaining confidentiality of information relevant protocols and cultural responsibilities when communicating with community

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: effectively communicate with the community gather information from community consultations present information in an appropriate format for the community.
Context of and specific resources for assessment	Assessment must ensure: access to examples of issues considered by boards of governance, including community feedback access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance participation on an actual or simulated board.
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: analysis of feedback from the community and stakeholders about performance analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with reflection of on-the-job board performance by the candidate observation of performance on a board or simulated board observation of performance at a community meeting or simulated community meeting observation of performance in role plays observation of presentations and group discussions oral or written questioning to assess knowledge.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM416A Oversee organisational planning BSBRES401A Analyse and present research information.

Range Statement

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.
Community forums:	may include: community meetings focus groups open house social events workshops may involve: external stakeholders particular groups within the community specific or specialised expertise the whole community.
Protocols for information sharing may relate to:	confidentiality and privacy gender issues land matters.
Methods of advising the community may include:	community meetings community noticeboards consultations forums networks newsletters, notices and other documents presented in a way that will be understood by the community open board meetings open days site visits.
Individuals and groups may include:	Elders traditional owners government departments individuals and groups representing other organisations and networks within the community women young people.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIC412A Maintain and protect cultural values in the organisation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work as a board member in such a way as to respect, maintain and protect aspects of culture within the organisation. The unit is based on a unit originally developed by the Aboriginal and Torres Strait Islander Curriculum Consortium, Tropical North Queensland Institute of TAFE. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for maintaining and protecting cultural values in an organisation as part of their board role in monitoring and guiding the activities of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Demonstrate knowledge of your culture	1.1. Outline relevant traditional and cultural responsibilities in a manner appropriate to the audience 1.2. Follow accepted cultural protocols when undertaking board duties 1.3. Identify the role of Elders and their relationship to the organisation
2. Demonstrate respect for cultural diversity	2.1. Treat individuals and groups with diverse lifestyles, backgrounds, cultures and languages with respect and sensitivity 2.2. Accommodate cultural differences in dealings with other people
3. Identify the impacts of colonisation on Aboriginal and Torres Strait Islander culture	3.1. Identify how changes in Aboriginal and Torres Strait Islander culture since colonisation impact on the organisation and its members today 3.2. Recommend ways in which the organisation can help to restore, protect and maintain culture
4. Apply Aboriginal and Torres Strait Islander cultural practices to governance processes	4.1. Identify relevant Aboriginal and Torres Strait Islander cultural practices that contribute to effective governance of organisations 4.2. Work with other board members to incorporate relevant Aboriginal and Torres Strait Islander cultural practices into the organisation's governance processes
5. Deal with potential and actual cultural exploitation	5.1. Identify examples of potential and actual harm 5.2. Work with other board members to develop strategies for responding to potential and actual damage to cultural integrity
6. Deal with potential and actual stereotyping and prejudice	6.1. Identify areas of potential and actual social conflict as a consequence of stereotyping and prejudice 6.2. Work with other board members to develop strategies toward reconciliation in consultation with appropriate individuals or groups in targeted areas
7. Determine the effects of new legislation and policy on the organisation	7.1. Assess the potential impact of new and proposed legislation and policy on the organisation and its members 7.2. Develop strategies to respond to new and proposed legislation and policy
8. Determine the impact of development on culture	8.1. Identify relevant social, technical, economic and political changes that may impact on the activities of the organisation 8.2. Assess current and future impact of development on culture 8.3. Develop strategies to maximise positive impact and prevent or minimise negative impact on culture

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analysis and evaluation skills to assess key changes in legislation and policy and how they relate to the organisation and community culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities oral, diagrammatic or written literacy skills to be able to gather and share information problem-solving and decision-making skills to develop strategies to address cultural issues
Required knowledge
Aboriginal and Torres Strait Islander cultural governance practices that may affect the effective governance of organisations basic information on intellectual property rights and copyright law in relation to cultural knowledge and objects concept of community control of organisations and how it may impact on the protection of cultural values concepts of stereotyping and prejudice and their impacts on individuals cultural context in which Aboriginal and Torres Strait Islander boards operate current and proposed changes in legislation and policy that could impact on the organisation geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the maintenance and protection of cultural values in an organisation how historical factors, such as colonisation, have had an impact on local community members and the organisation provisions of federal, state or territory legislation and funding body requirements that may impact on decision making relevant protocols and cultural responsibilities social, technical, economic and political changes likely to occur in the short to medium term that could have an impact on the activities of the organisation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: provide appropriate information to others about cultural protocols and responsibilities relevant to board duties identify historical factors that may impact on the community and the organisation develop strategies to restore, protect and maintain cultural values in the organisation.
Context of and specific resources for assessment	Assessment must ensure: access to examples of legislation and policy affecting Aboriginal and Torres Strait Islander people and their culture knowledge and performance are assessed over time to confirm consistency in performance. Note: This unit contains skills and knowledge specific to Aboriginal and Torres Strait Islander culture. Particular care should be taken when choosing an appropriately qualified and suitable person or persons to conduct this assessment. Where appropriate, this may require involving a respected community member to assist with assessment.
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: analysis of feedback from the community and stakeholders analysis of responses to case studies and scenarios direct questioning combined with reflection of practical board performance by the candidate observation of performance on a board or simulated board observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Relevant traditional and cultural responsibilities may include:	Aboriginal and Torres Strait Islander lore kinship land ownership men's and women's business relationships with Elders and traditional owners responsibilities in relation to significant events, such as births, marriages and deaths.
Protocols may include:	acknowledgements appropriate time, place or ceremony for communication family, kinship and clan land ownership talking to the right people welcomes.
Lifestyles may include:	remote rural traditional urban.
Cultural diversity may include:	beliefs and values ceremonies employment language law and lore lifestyles literacy living conditions.
Aboriginal and Torres Strait Islander cultural practices may include:	bush meetings committee meetings in appropriate language constitutions recognising traditional owners decision-making processes.
Potential and actual harm may include:	copyright issues shift from community focus to business focus.
Areas of potential and actual social conflict may include:	family land public spaces schools workplaces.
Appropriate individuals or groups may include:	businesses church groups community sector organisations community leaders local government schools sporting clubs.
Impact may include:	changes in employment opportunities changes in educational opportunities changes in land ownership and control financial changes.
Legislation and policy may include:	anti-discrimination and equal opportunity laws extended trading hours Native Title pastoral and mining leases relevant social security law 'Three Strikes' laws.
Relevant social, technical, economic and political changes may include:	changing technologies education land developments land ownership changes living standards mainstreaming services.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIC511A Plan and conduct a community meeting

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan and conduct community meetings that the board initiates or facilitates. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who need to communicate with community members in their role of monitoring and guiding the activities of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Negotiate the basis of a meeting and plan the event	1.1. Undertake consultation on the purpose, location, date and time of the proposed meeting with appropriate people 1.2. Develop a broad agenda and list of invited guests in consultation with appropriate people 1.3. Communicate details of the meeting to the community, invited guests and other key people and groups 1.4. Plan transport and other arrangements to maximise attendance 1.5. Address the requirements of people with special needs to ensure equity and access
2. Conduct the meeting	2.1. Follow community procedures for choosing a chairperson for the meeting 2.2. Follow the agenda and relevant meeting protocols 2.3. Acknowledge all points of view through appropriate meeting processes of discussion and documentation 2.4. Encourage full participation 2.5. Seek consensus in decision making 2.6. Manage difficult situations appropriately
3. Record decisions	3.1. Clearly outline meeting decisions being voted on to those present 3.2. Clarify recommended actions resulting from decisions with participants 3.3. Identify people and organisations responsible for actions 3.4. Record decisions and recommended actions
4. Communicate outcomes	4.1. Share meeting outcomes with board, members and relevant others 4.2. Encourage participants to use their networks to communicate information provided and decisions made at the meeting 4.3. Follow up people and organisations identified as responsible for actions to ensure they understand what is required 4.4. Report outcomes to participating Elders, community members and organisations through established channels

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities leadership and networking skills to encourage participation and ensure meeting effectiveness negotiation and conflict-management skills to handle differences of opinion planning skills to increase participation and ensure protocols are followed facilitation and public-speaking skills to manage the meeting, present ideas and communicate effectively with the audience
Required knowledge
community consultation methods concept of community control of organisations and how it may impact on the conduct of community meetings consensus decision-making principles cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on the conduct of community meetings decision-making strategies geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the conduct of community meetings organisationalpolicies and procedures relevant to community meetings provisions of federal, state or territory legislation and funding body requirements that influence decisionmaking relevant community bodies that might be included in community meetings relevant protocols and cultural responsibilities in relation to conducting community meetings

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: plan a community meeting to ensure participation of appropriate people conduct a community meeting that provides participants with an opportunity to share views put in place processes to inform appropriate people about what occurred at the meeting and the outcomes of proposed action.
Context of and specific resources for assessment	Assessment must ensure: participation in an actual or simulated community meeting access to examples of issues raised at community meetings meeting participants knowledge and performance are assessed over time to confirm consistency in performance.
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 performance in a community meeting or simulated community meeting direct questioning combined with reflection of practical performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIL512A Be a leader in the community.

Range Statement

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.
Appropriate people may include:	Elders managers members staff traditional owners.
Invited guests may include:	Elders government representatives land councils members representatives of local businesses representatives of other Aboriginal and Torres Strait Islander organisations or communities staff traditional owners.
Communication may include:	email facsimile notices networks posters telephone word of mouth.
Special needs may relate to:	arrangements for people with disabilities child care cultural brokers interpreters transport.
Protocols may include:	agenda formats introductions, welcomes and acknowledgements land, gender and clan issues meeting procedures minute taking order of speakers.
Meeting processes may include:	decision-making processes forms of discussion gender groups language.
Difficult situations may include:	conflict impasse in decision making organisational problems.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL408C Manage a board meeting

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan for and conduct a regular board meeting and ensure outcomes of the meeting are implemented. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who need to conduct board meetings in their role of monitoring and guiding the activities of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan a board meeting	1.1. Identify type of meeting to be conducted and any rules, cultural protocols, policies and procedures that affect its planning and conduct 1.2. Prepare an agenda that reflects the business of the meeting, with consultation between the chair, secretary and manager 1.3. Determine the date, time and location of the meeting taking into consideration all relevant rules, cultural protocols, policies and procedures 1.4. Issue invitations to members and guests in a timely manner that will maximise attendance 1.5. Plan and implement transport and other arrangements to maximise attendance 1.6. Circulate background papers prior to the meeting in an appropriate form and with adequate time for members to prepare for the meeting
2. Conduct a board meeting	2.1. Ensure a quorum is present before commencing meeting 2.2. Follow rules and cultural protocols 2.3. Follow meeting agenda and timeframes 2.4. Provide opportunities for participants to listen and speak, and show respect for different views 2.5. Manage difficult situations that arise in a respectful and sensitive manner 2.6. Use agreed decision-making processes to ensure decisions reflect participants' views 2.7. Develop an action plan to implement decisions
3. Identify confidential business	3.1. Advise board members when to observe required confidentiality 3.2. Seek declarations of potential and real conflict of interest
4. Ensure minutes are taken	4.1. Appoint a minute taker 4.2. Review minutes to ensure they contain required information 4.3. Approve minutes and provide them to members and guests as appropriate 4.4. Ensure procedures are in place to store minutes adequately and with appropriate access
5. Monitor the implementation of decisions	5.1. Communicate decisions to relevant people 5.2. Monitor the action plan to ensure completion 5.3. Present reports of outcomes of implementation at board meetings

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities delegation skills to identify appropriate people to take minutes and implement action plans evaluation and decision-making skills to monitor and review information presented to the board and enact decisions leadership skills to ensure the meeting remains on track and participants contribute to discussions and have their views treated with respect by others problem-solving skills to identify and manage potential and real conflict of interest between parties planning and organisational skills to prepare for the meeting
Required knowledge
board meeting procedures, including documentation requirements board member roles and responsibilities concept of community control of organisations and how it may impact on conduct of meetings conflict of interest constitution provisions regarding conduct of meetings cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that can impact on the conduct of meetings cultural processes and protocols relevant to the conduct of meetings decision-making processes geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the conduct of meetings organisational policies and procedures relevant to the conduct of meetings provisions of federal, state or territory legislation and funding body requirements that influence board decisionmaking

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply constitutional provisions relating to the planning and conduct of board meetings plan for a meeting to maximise its effectiveness prepare and follow the meeting agenda.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of issues worked with by boards of governance access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from the community and stakeholders about operations.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIL411A Undertake the roles and responsibilities of a board member BSBATSIL413AReview and apply the constitution.

Range Statement

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.
Type of meeting may include:	annual general meeting regular board meeting special general meeting subcommittee meeting.
Cultural protocols may include:	acknowledgement men's and women's business order of speaking providing interpreters role of Elders subject matters for discussion welcome to country.
Guests may include:	community members Elders government representatives representatives of other organisations traditional owners.
Rules may include:	constitution requirements cultural protocols meeting procedures organisational policy.
Decision-making processes may include:	consensus decision by authority decision by majority.
Action plan may include:	who does what when it is to be done what is to be achieved what is to be reported back.
Required confidentiality may include:	commercial in confidence financial legal personal.
Required information may include:	meeting date, time and location apologies people present items discussed details of discussion motions mover and seconder votes decisions made action plans who is responsible time meeting closed next meeting date.
Relevant people may include:	board members community members committees funding bodies partner organisations staff visitors.
Reports of outcomes may include:	evaluation reports information reports progress reports research reports.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL411A Undertake the roles and responsibilities of a board member

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to meet the diverse roles and responsibilities of a board member. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and guiding the activities of Aboriginal and Torres Strait Islander organisations in their role as a member of a board of governance.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Work within the structure of the organisation	1.1. Identify core functions and structure of the organisation 1.2. Describe the relationship between organisation, stakeholders and other organisations or entities 1.3. Identify individual responsibilities of board members 1.4. Perform designated board duties as per role description 1.5. Follow the board's decision-making processes
2. Manage competing roles and responsibilities	2.1. Identify the differences between the roles of governance and management 2.2. Identify the relationship between board and staff and overlapping roles 2.3. Identify and manage real and perceived conflict of interest due to competing roles and responsibilities 2.4. Follow policies and procedures regarding the confidentiality of information
3. Follow legal requirements when carrying out board duties	3.1. Identify the legislation under which the organisation operates 3.2. Apply provisions of the legislation that are relevant to the governance of the organisation 3.3. Comply with relevant aspects of corporation law and terms and conditions of funding agreements 3.4. Adhere to the constitution of the organisation while undertaking workplace responsibilities
4. Monitor operations	4.1. Monitor trends and outcomes in the community 4.2. Identify and analyse outcomes for each operational area 4.3. Use information provided to review effectiveness and efficiency of operations and associated policy 4.4. Suggest changes to operations or policy if necessary
5. Receive and act on community and stakeholder feedback	5.1. Gather and evaluate feedback from the community and stakeholders about the operations of the organisation, and share with other board members 5.2. Deal with feedback according to policies and procedures, and in consultation with management 5.3. Support decisions of the board and management where applicable

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact decisions problem-solving skills to identify and manage real and perceived conflict of interest between parties self-management skills to: manage situations where there may be conflict of interest adhere to role requirements and workplace policies and procedures
Required knowledge
concept of community control of organisations, and how it may impact on the roles and responsibilities of board members cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how this may impact on the roles and responsibilities of board members decision-making processes geographic, social, economic and political contexts in which particular organisations operate, and how these may impact on the roles and responsibilities of board members governance roles and responsibilities management roles and responsibilities organisational history, structure, core functions, code of conduct, constitution, policies and procedures, and reporting processes provisions of federal, state or territory legislation and funding body requirements that influence decisionmaking, and how these may impact on the roles and responsibilities of board members relevant protocols and cultural responsibilities, and how they may impact on the roles and responsibilities of board members roles and responsibilities of key board positions terms and conditions of funding agreements

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: contribute to analysis and decisionmaking on issues affecting board and organisational performance understand the relationship and differences between boards of governance and organisational management work in accordance with organisational constitution, codes of conduct, functions, policies and procedures work with irregularities and breakdowns in communication and routines between board members and/or organisational management.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of issues that boards of governance have worked on, including community feedback and strategic decisions access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from the community and stakeholders relating to operations.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIL408C Manage a board meeting BSBATSIL413AReview and apply the constitution.

Range Statement

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.
Core functions may include:	provision of specific goods, such as catering, art work, performance, and general goods provision of specific services, such as housing, health, employment, child care, legal services, aged care, creative arts, youth services, bookkeeping, resourcing, and coordination specific cultural contexts, such as traditional and cultural knowledge and values.
Structure may relate to:	board member portfolios of responsibility divisions, branches, departments, teams and positions within the organisation lines of accountability.
Stakeholders and other organisations or entities may include:	clients, consumers and participants commercial businesses owned by the organisation individual community members community groups, organisations and networks competitors Elders jointly owned entities held by other organisations local, state or territory, and federal government departments members related Aboriginal and Torres Strait Islander organisations related non-Aboriginal and Torres Strait Islander organisations traditional owners trusts held by the organisation.
Relationship between board and staff may relate to:	board leadership board planning day-to-day administration management responsiveness policy formulation and decision making.
Overlapping roles may include:	board members becoming involved in day-to-day operations staff who are also board members.
Conflict of interest may be managed by:	discussion and resolution at board meetings guidelines for declaring and managing conflict of interest.
Competing roles and responsibilities may relate to:	board and staff business interests family relationships and responsibilities financial interests governance and management representing the interests of a specific group and representing the interests of the whole organisation.
Legislation may include:	Corporations (Aboriginal and Torres Strait Islander) Act 2006 corporation law Fair Work Act and Regulations 2009 federal, state and territory Acts relating to core functions of the organisation federal, state and territory occupational health and safety statutes financial legislation and regulations state and territory associations Acts.
Corporation law may include:	Corporations (Aboriginal and Torres Strait Islander) Act 2006 liabilities of board members responsibilities of board members state and territory associations Acts.
Workplace responsibilities may include:	code of conduct anti-discrimination equal opportunity occupational health and safety staff contracts.
Monitoring trends and outcomes may include:	attending community meetings gathering information, data and statistics identifying community needs maintaining awareness of political issues.
Information may include:	anecdotal information from the community data and statistics financial reports reports from staff, consultants, and other bodies.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL412A Participate effectively as a board member

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to operate as a confident and responsible member of the board, respecting culture, contributing positively, working with others, seeing the big picture and managing personal stress. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations, who contribute their skills and knowledge to monitoring and guiding the activities of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Act in accordance with culture and professional boundaries	1.1. Demonstrate respect for local history 1.2. Identify and follow community protocols 1.3. Adhere to personal legal responsibilities under corporation law 1.4. Follow the organisation's code of conduct 1.5. Identify and manage real and perceived conflict of interest
2. Participate actively in board matters	2.1. Plan for participation in board activities 2.2. Attend board meetings and other board activities regularly 2.3. Make positive and constructive contributions to discussions 2.4. Prepare for meetings and undertake assigned follow-up actions
3. Encourage and respect contributions from others	3.1. Listen to and consider others' points of view 3.2. Represent the community's views objectively 3.3. Seek consensus when decision making
4. Work with the wider community	4.1. Keep up-to-date with local Aboriginal and Torres Strait Islander and non-Aboriginal and Torres Strait Islander issues 4.2. Identify and undertake cooperative actions involving other groups 4.3. Demonstrate respect for the values, policies and processes of other groups
5. Manage stress	5.1. Recognise signs of stress in self and others 5.2. Identify potential and actual sources of stress 5.3. Implement stress-reduction strategies if required 5.4. Evaluate the effectiveness of stress-reduction strategies and make changes if required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
teamwork skills to: work with others participate in discussions and decision making communication skills to ensure culturally appropriate communication takes place in meeting environments culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills listening and speaking skills to participate effectively in discussions self-management skills to implement stress-management strategies when required time-management skills to organise time effectively in order to maximise effectiveness as a board member
Required knowledge
key historical events of significance to the local community code of conduct and organisational policies and procedures with regard to participation in board activities provisions of relevant corporation law that relate to personal responsibilities as a board member how to identify real and potential conflict of interest, and procedures to follow if these exist relevant protocols and cultural responsibilities that impact on performance as a board member rules of the constitution sources and signs of stress and stress-management strategies time-management strategies

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: undertake board duties according to cultural and legal responsibilities actively contribute to board discussions and decision making manage time and stress effectively to participate in board activities.
Context of and specific resources for assessment	Assessment must ensure: access to examples of codes of conduct knowledge and performance are assessed over time to confirm consistency in performance participation on an actual or simulated board.
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: analysis of responses to case studies and scenarios direct questioning combined with reflection of practical board performance by the candidate observation of performance in role plays observation of performance on a board or simulated board observation of presentations and group discussions oral or written questioning to assess knowledge.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIC411C Communicate with the community BSBATSIL411A Undertake the roles and responsibilities of a board member.

Range Statement

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.
Local history may relate to:	cultural diversity defining events economic development Elders traditional owners.
Community protocols may relate to:	gender kinship land ownership men's and women's business significant events, such as birth, marriage and death welcome to country and acknowledgements.
Legal responsibilities under corporation law may relate to:	liabilities responsibilities.
Code of conduct may relate to:	declarations of conflict of interest declarations of pecuniary interest written or agreed organisation and/or board codes of conduct.
Local Aboriginal and Torres Strait Islander and non-Aboriginal and Torres Strait Islander issues may include:	community tension around local issues competing interests in land local politics other developments.
Other groups may include:	Aboriginal and Torres Strait Islander organisations local businesses local government non-Aboriginal and Torres Strait Islander organisations.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL413A Review and apply the constitution

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to ensure that the organisation's constitution is relevant and legal, that it is understood, and that it meets changing needs. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring, guiding and undertaking the decision-making activities of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify essential components of the constitution	1.1. Explain key clauses to community members 1.2. Seek clarification of clauses from experts when required 1.3. Identify areas of activity of the organisation not covered by the constitution
2. Ensure the constitution is legal	2.1. Check the constitution to ensure it is consistent with relevant law with the support of experts where required 2.2. Check the constitution to ensure it is consistent with traditional lore
3. Apply the constitution	3.1. Follow constitutional provisions 3.2. Check policies and programs to ensure they conform to the constitution 3.3. Amend the constitution as required in consultation with members and according to relevant procedures 3.4. Ensure formal documentation of changes made is maintained

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to understand and interpret provisions of the constitution and how they can be applied in a variety of circumstances communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders consultation and discussion skills to explain the constitution to others and workshop possible changes culturally appropriate communicationskills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to review information presented to the board and enact decisions oral, diagrammatic or written literacy skills to be able to gather and share information
Required knowledge
concept of community control of organisations and how it may impact on the provisions and application of the constitution cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that may impact on content and application of the constitution federal, state or territory legislation and funding body requirements that can impact on the provisions of the constitution geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the provisions and application of the constitution how to put provisions of the constitution into practice, in particular provisions about elections, membership, conduct of meetings (particularly annual general meetings) and reporting organisation's constitution provisions and processes provisions of the corporation law relevant to the organisation that directly relate to the content and development of the organisation's constitution sources of support to provide advice on legality and practical operations of aspects of the constitution

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: interpret and apply provisions of the constitution obtain appropriate advice where necessary to ensure the constitution meets legal requirements follow the constitution when undertaking board duties.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to expert knowledge and resources relevant to constitution access to examples of constitutions used by Aboriginal and Torres Strait Islander organisations knowledge and performance to be assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIL408C Manage a board meeting BSBATSIL411A Undertake the roles and responsibilities of a board member.

Range Statement

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.
Experts may include:	accountants Elders federal or state registration bodies managers Office of the Registrar of Indigenous Corporations solicitors state registration bodies.
Relevant law may include:	Act or Acts under which the organisation operates corporation law.
Constitutional provisions may include:	elections financial and other reporting meetings, including annual general meetings membership objectives.
Policies and programs may include:	commercial activities eligibility for assistance program objectives.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL503C Manage conflict

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage conflict, both within the board and the organisation, and between the organisation and community and the wider community. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who contribute their skills and knowledge to monitoring and guiding the activities of organisations in situations where there may be conflict between individuals or groups.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify existing and potential conflict	1.1. Determine if conflict exists and its possible causes 1.2. Identify potential situations of future conflict 1.3. Develop strategies to prevent conflict
2. Consider the conflict situation	2.1. Identify the implications of the conflict occurring 2.2. Identify responsibilities within the conflict 2.3. Develop resolution strategies in consultation with the conflicting parties 2.4. Seek professional advice where needed, maintaining discretion and confidentiality 2.5. Ensure the wellbeing of individuals and the organisation is considered when developing resolution strategies
3. Use strategies to resolve conflict	3.1. Promptly, appropriately and impartially implement strategies that respect the cultures of the parties involved 3.2. Allow sufficient time for the conflict to be resolved 3.3. Monitor and evaluate the process used to resolve the conflict

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to listen to differences of opinion and work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation, decision-making and problem-solving skills to monitor and review information presented to the board and to develop conflict-resolution strategies
Required knowledge
concept of community control of organisations and how it may impact on how conflict is resolved conflict resolution theories and strategies, including mediation strategies cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on how conflict is resolved geographic, social, economic and political contexts in which particular organisations operate and how these may impact on how conflict is resolved how equity and diversity principles might apply to the way conflict is resolved organisationalpolicies, procedures and code of conduct relevant to the conflict situation potential causes of conflict that board members may need to address when undertaking board duties professional support available to assist in conflict resolution provisions of federal, state or territory legislation and funding body requirements that may impact on decisions made to resolve conflict relevant protocols and cultural responsibilities that impact on how conflict is resolved provisions of the constitution relevant to the conflict situation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: recognise causes of conflict apply conflict-resolution strategies manage conflicteffectively.
Context of and specific resources for assessment	Assessment must ensure: access to examples of issues worked with by boards of governance that have the potential to involve conflict access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions observation of performance in role plays analysis of feedback from the other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Causes of conflict may include:	competing group, family or personal interests or needs cross-cultural issues differences between cultural groups dissatisfaction in the community government policies interference from outside individuals or organisations, including government lack of communication lack of funding personality clashes power and control issues unclear roles and responsibilities.
Situations of future conflict may include:	between the organisation and the community between the organisation and the wider community within the board within the organisation.
Implications of the conflict may include:	community divisions breakdown in social cohesion impacts on service delivery or business operations individual and family health and wellbeing legal implications, such as breach of contract, duty of care personal actions.
Resolution strategies may include:	codes of conduct community and family meetings cultural resolution strategies grievance policy and procedure listening and respect mediation memorandums of understanding.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL510A Appoint and work with a manager

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to appoint a manager for the organisation, define the respective roles of a manager and the board of management, and effectively work together on an ongoing basis. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are responsible for monitoring and guiding the activities of organisations that are about to appoint, or have appointed, a manager.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish a recruitment and selection process	1.1. Obtain expert advice on legal requirements relevant to recruiting and selecting staff 1.2. Identify organisational policies and procedures relevant to appointing staff 1.3. Develop an agreed process for recruiting and appointing staff that complies with legal and organisational requirements
2. Recruit and select the manager	2.1. Develop a position description for the manager that includes appropriate selection criteria 2.2. Ensure that advertising for the position complies with organisational policy and legal requirements 2.3. Establish a selection panel that represents key stakeholders 2.4. Develop appropriate interview questions, using independent assistance as required 2.5. Participate in interviewing and selecting a manager who satisfies the established selection criteria
3. Negotiate an employment contract	3.1. Check the employment contract developed to ensure it complies with organisational policy and legal requirements 3.2. Benchmark salary and conditions against similar organisations 3.3. Identify and document performance outcomes 3.4. Review and renegotiate contract as required
4. Work with the manager	4.1. Ensure that the manager is inducted 4.2. Develop communication and reporting mechanisms between the manager and the board 4.3. Develop protocols for decision making and delegation of powers 4.4. Establish policy and procedure to manage conflict and/or grievances between the manager and the board 4.5. Regularly review the manager's performance in accordance with the employment contract

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills to: work with others to develop and implement recruitment and selection processes and agree on an employment contract give feedback to the manager about performance conflict-management skills to deal with grievances, disputes and disagreements culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities organisational skills to ensure that policies and procedures are followed in relation to recruitment, selection and management of the manager
Required knowledge
award structures for industrial agreements benchmarking of salaries and conditions concept of community control of organisations and how it may impact on the recruitment and selection process contract management principles cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on the recruitment and selection process and the role of the manager documentation required for recruitment and selection equal employment opportunity and anti-discrimination legislation in relation to recruiting and selecting staff geographic, social, economic and political contexts in which particular organisations operate and how these may impact on recruitment and selection process and the work of the manager interviewing techniques and selection processes organisational policies and procedures in relation to the selection, appointment and management of staff, including grievance procedures performance management processes and models for giving feedback provisions of federal, state or territory legislation and funding body requirements that may impact on the recruitment and selection process and work of the manager relevant aspects of industrial relations legislation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: work with fellow board members to source and select a suitable manager for the organisation demonstrate awareness of equal employment opportunity and anti-discrimination requirements when recruiting and selecting staff establish policy and procedures to ensure a good working relationship between the manager and the board.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of relevant recruitment, selection and performance management documents access to examples of issues that affect recruitment, selection and performance management knowledge and performance to be assessed over time to confirm consistency in performance.
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 reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM506C Develop employment policies.

Range Statement

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.
Recruitment and selection will include:	developing or adapting position and job descriptions advertising developing selection criteria following established application process short-listing applicants selecting interview panel developing interview questions short-listing interviewees conducting referee and security checks selecting suitable candidate informing successful and unsuccessful candidates.
Key stakeholders may include:	board members community members Elders local government funding body representative other Aboriginal and Torres Strait Islander organisations staff traditional owners.
Independent assistance may include:	consultants peak body groups experienced network members senior government or non-government personnel employee groups.
Communication and reporting mechanisms may include:	manager's report for the annual general meeting regular written and verbal report report against performance outcomes standing item at board meeting.
Delegation of powers may relate to:	employing and dismissing staff purchasing goods and services signing cheques signing contracts speaking to the media.
Regular review may include:	annual performance review assessment against performance outcomes independent assessment interview 360 degree feedback.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL511A Lead the organisation's strategic planning cycle

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to lead the strategic planning process of an organisation and to assist board members to develop and implement a strategic planning cycle. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for planning, monitoring and guiding the activities of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish the strategic planning process	1.1. Agree to a documented strategic planning process with other board members 1.2. Identify and allocate resources to undertake strategic planning
2. Develop and review the organisation's values, vision and purpose	2.1. Consult board members, management, staff, community and key stakeholders regarding the values, vision and purpose of the organisation 2.2. Identify the agreed values, vision and purpose of the organisation with other board members 2.3. Ensure the organisation's values, vision and purpose are documented and endorsed by the board
3. Analyse the internal and external factors that could impact on the organisation's strategic plan	3.1. Review and evaluate the previous strategic plan 3.2. Identify and analyse community aspirations, interests and needs 3.3. Identify and analyse changing government policy and funding that might affect the organisation 3.4. Identify and analyse emerging and predicted trends 3.5. Identify and analyse the potential for strategic alliances and partnerships 3.6. Seek advice from appropriate experts when necessary
4. Establish strategic objectives and strategies	4.1. Develop and agree on strategies and SMART objectives with other board members that are consistent with the outcome of the research and analysis undertaken 4.2. Ensure objectives and strategies are achievable and that they are benchmarked against industry and community standards 4.3. Identify and document factors that may affect achievement of objectives
5. Monitor and evaluate strategic performance	5.1. Develop an implementation plan with other board members that identifies targets, key performance indicators, performance standards, timelines and reporting requirements for the strategic planning period 5.2. Monitor and evaluate progress reports against the plan to identify successes and performance gaps 5.3. Review and revise strategic objectives and strategies with other board members where necessary

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation skills to monitor the progress of the strategic plan and analyse gaps in performance research skills to ensure accurate and current information is available for review and analysis strategic thinking skills to collate data from a number of different sources and make recommendations to the board about strategic organisational objectives and strategies time-management and planning skills to ensure that strategic plans meet realistic timeframes and are regularly monitored
Required knowledge
benchmarking principles and approaches community consultation and engagement strategies components of the strategic planning cycle concept of community control of organisations and how it may impact on the strategic planning process and content of plans cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that could impact on organisational planning data collection methods geographic, social, economic and political contexts in which particular organisations operate and how these may impact on organisational planning organisational policies and procedures relevant to planning provisions of federal, state or territory legislation and funding body requirements that may influence decision making relevant protocols and cultural responsibilities that impact on the planning process roles and responsibilities of board and management in organisational planning strategic planning principles, approaches and strategies, including setting objectives values, vision and purpose of the organisation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: establishand maintain a strategic planning cycle with the board work with board, members and community to formulate strategic objectives and strategies ensure strategic performance is reviewed and monitored.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to office equipment and strategic planning resources access to examples of relevant strategic planning documents and issues that affect strategic planning knowledge and performance to be assessed over time to confirm consistency in performance.
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: performance of board duties or an accurate simulation of board duties direct questioning combined with reflection of practical board performance analysis of responses to case studies and scenarios observation of presentations oral or written questioning observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Strategic planning process may include:	establishment of working group or subcommittee review of previous strategic plan consultation with Elders, traditional owners, members and community information collection and documentation development of: values, vision and purpose objectives of strategic plan strategies for achieving goals performance measures review of draft strategic plan.
Resources may relate to:	board member support community members development of working group or subcommittee external consultants finances identified partnerships information and communication technologies network contacts planning expertise staff.
Values may include:	business practices culture community community control family heritage self-determination service and product standards staff management.
Vision and purpose may relate to:	long-term community goals organisational goals.
Emerging and predicted trends may include:	business and social enterprise possibilities community needs and issues demographic change funding priorities government legislation and policy local expenditure new and changing competitors social trends.
Strategic alliances and partnerships may refer to:	businesses local, state or territory, and federal governments individuals other organisations.
Strategies may involve:	culture community involvement programs.
SMART objectives:	are specific, measurable, achievable, realistic and time bound may relate to: board practices community development finances human resources services and products.
Factors may include:	community cultural political resources technical.
Key performance indicators may include:	measures for monitoring or evaluating the efficiency or effectiveness of the plan's implementation measures used to demonstrate success and identify areas for improvement.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIL512A Be a leader in the community

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake a leadership role as a board member. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations who contribute their skills and knowledge to monitoring and guiding the activities of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Lead by example	1.1. Identify the qualities of effective community leaders 1.2. Analyse own leadership style and performance 1.3. Use knowledge and skills to communicate effectively and demonstrate respect for community values 1.4. Identify changes that may affect the organisation and the community and discuss their implications 1.5. Implement change in a culturally sensitive way 1.6. Identify how personal actions can impact on others
2. Access information about the community	2.1. Gather and analyse information on social, cultural and economic needs of all sections of the community 2.2. Follow protocols for information sharing
3. Encourage others to participate in the organisation's activities	3.1. Encourage the involvement of members of the community in the governance of the organisation 3.2. Encourage active community participation in the organisation 3.3. Promote a team and community approach to the activities of the organisation
4. Determine the big picture on community issues	4.1. Form opinions after researching the background to community issues 4.2. Consider and discuss regional and national issues relating to Aboriginal and Torres Strait Islander people and the wider community 4.3. Consult Elders, traditional owners, government departments and others regarding community issues
5. Provide directions and make decisions	5.1. Identify and document options to address community and organisational issues 5.2. Present options for community discussion 5.3. Consider and evaluate other points of view when making clear, rational decisions that reflect community wishes 5.4. Promote consensus where there is a difference of opinion 5.5. Inform Elders, traditional owners and others about how and why decisions are made 5.6. Implement and follow decisions made by the board
6. Negotiate with others to promote community interests	6.1. Give priority to community interests in dealing with government, business and other organisations 6.2. Represent the views of the board to others 6.3. Negotiate and document outcomes that represent the best possible solutions for the community at the time
7. See both sides of community issues	7.1. Analyse points of view expressed on an issue in terms of their impact on the community and the organisation 7.2. Include Aboriginal and Torres Strait Islander and non-Aboriginal and Torres Strait Islander points of view when making decisions 7.3. Support decisions that reflect the long-term wellbeing of the whole community

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to: gather and present information work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities facilitation and communication skills to: effectively communicate information to others represent the board and community to others mentoring, motivation and networking skills to encourage others to participate problem-solving skills to identify and manage real and perceived conflict of interest between parties leadership skills required to provide direction and guidance to the community research, evaluation and decision-making skills to: gather information monitor and review information presented to the board enact decisions
Required knowledge
change management processes characteristics of effective community leadership concept of community control of organisations and how it may impact on community leadership cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on community leadership current issues that might impact on the organisation, its members and community geographic, social, economic and political contexts in which particular organisations operate and how these may impact on community leadership information about the community and its needs information on government policy and other factors that affect Aboriginal and Torres Strait Islander communities leadership styles relevant protocols and cultural responsibilities that impact on community leadership traditional and current leadership models and theories

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: identify community needs, government policies and other factors that have an impact on Aboriginal and Torres Strait Islander communities evaluate ideas and opinions, and make decisions based on the best interests of the community provide direction and leadership to ensure involvement and community wellbeing
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of community issues relevant to boards of governance knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios observation of presentations oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIW514C Represent your organisation.

Range Statement

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.
Community values may include:	caring for country importance of family, kin and community maintenance of culture and heritage respect for others.
Others may include:	community members Elders staff traditional owners.
Social, cultural and economic needs may include:	education and health employment housing law, lore and ceremony.
Protocols for information sharing may relate to:	confidentiality and privacy land matters men and women's business storage and transfer of information.
Processes for making decisions may include:	communicating decisions consultation with Elders and traditional owners consensus decision by authority majority voting.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM412B Implement a business like approach

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit covers adopting a business like manner in all aspects of operations. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations who contribute their skills and knowledge to monitoring and guiding the activities of organisations in the Indigenous community.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify business like attitudes	1.1. Discuss and describe differences between business-like and non business-like attitudes 1.2. Identify and document key differences 1.3. Identify and document differences within existing policies and programs
2. Implement business like practices	2.1. Modify and document present policies and programs appropriately to reflect a business-like approach 2.2. Advise relevant stakeholders accordingly 2.3. Review, modify and document strategic and business plans
3. Review operations regularly	3.1. Review all operations from a business-like perspective 3.2. Identify areas of concern and implement actions as appropriate

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
Written and oral communication Evaluation and decision-making Planning Networking Negotiation
Required knowledge
Cultural context - Boards are upholders of traditional and cultural values. Relevant aspects of culture may include: cultural protocols, language (both Traditional and Aboriginal English), Aboriginal learning styles, cultural business, family and community responsibilities and local history Community control - community participation and control in decision-making are central to organisations and the role of Boards is to support the community in these processes Location and resources - organisations operate in diverse locations where cultural, social, economic and political conditions may vary widely. Also, acute resource shortages may also determine the options available Legal requirements - organisations operate under provisions of federal, state or territory legislation as legal entities and funding recipients which influence decision-making Business processes Organisation processes Business support services

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: integrated demonstration of all elements of competency and their performance criteria, and the organisation is assisted to become more business-like and self sufficient.
Context of and specific resources for assessment	Assessment must ensure: this unit of competency should be assessed through the performance of Board duties, but in the event that there is no opportunity to observe such a performance a simulated environment can be used but such simulation must replicate Board conditions in terms of: performing the task; managing a number of different tasks; coping with irregularities and breakdowns in routine; dealing with the responsibilities and expectations of the Board, including working with others; and transferring competency to other situations knowledge and performance to be assessed over time to confirm consistency in performance.
Method of assessment	The following assessment method is appropriate for this unit: performance of Board duties, or through an accurate simulation of Board duties.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Stakeholders may include:	community other relevant services funding bodies.
Operations may include:	not-for-profit services commercial services.
A business-like perspective may include:	best use of resources viability and potential growth cost/benefit quality assurance influences affecting decision-making professional versus personal interests.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - ATSI Governance

Co-requisite units

Co-requisite units

BSBATSIM414C Oversee the organisation's annual budget

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and implement the annual budget and enable the board to control the finances of the organisation. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and planning the organisation's finances.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Gather and analyse relevant budget information	1.1. Establish a budget working group 1.2. Review and analyse previous year's budget performance 1.3. Gather budget planning information from relevant sources 1.4. Identify priorities in relation to the organisation's vision and plans
2. Identify and document income and expenditure	2.1. Identify known sources of income 2.2. Identify new sources of income and amounts for new activities 2.3. Review expenditure for existing operations 2.4. Estimate expenditure for new initiatives and expansions 2.5. Identify potential problem areas 2.6. Ensure procedures are in place to document all identified items in a readily accessible and useful format
3. Oversee budget preparation	3.1. Contribute to budget development 3.2. Review budget documentation and clarify where required 3.3. Review draft budgets and propose modifications if required 3.4. Ensure contingency plans are included in the budget
4. Review and finalise budget	4.1. Ensure expenditure commitments are in line with the final income figures 4.2. Work with other board members and management to finalise and approve the annual budget 4.3. Present the final annual budget to the community 4.4. Review and update the budget regularly

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skills to: interpret information in budget papers perform simple calculations communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact decisions initiative and enterprise skills to make decisions and prioritise future activity problem-solving skills to identify and manage differences of opinions
Required knowledge
components of a typical budget and standard budgeting procedures concept of community control of organisations and how it may apply to budgetary decision making concept of financial contingency planning and how this can be undertaken current and potential sources of income to fund the organisation's activities geographic, cultural, social, economic and political context in which particular organisations operate and how this might impact on budgetary decision-making organisational plans that will have an effect on the budget organisationalvision, objectives and procedures in relation to sources of income for organisational activities provisions of federal, state or territory legislation and funding body requirements that impact on how finances and assets are able to be used within the organisation relevant protocols and cultural responsibilities when making budgetary decisions

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: identify typical information to be included in a budget recognise when a budget indicates that expenditure is greater than income, and suggest modifications that would bring it into balance prepare a balanced budget in collaboration with others that meets the board's identified needs.
Context of and specific resources for assessment	Assessment must ensure: access to examples of budgets access to examples of relevant documents access to examples of projects that might be undertaken by a board knowledge and performance are assessed over time to confirm consistency in performance.
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: analysis of responses to case studies and scenarios direct questioning combined with reflection of practical performance by the candidate observation of performance on a board or simulated board observation of performance in role plays observation of presentations oral or written questioning to assess knowledge.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM418A Oversee financial management.

Range Statement

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.
Budget working group may include:	board subcommittee together with senior management and staff community members Elders external expertise traditional owners.
Budget performance may relate to:	budget variances, such as under or over-expenditure revenue and expenditure targets.
Relevant sources may include:	accountant audited financial statements business manager funding bodies treasurer quotes.
Income may include:	enterprise operations grant funds interest on investments royalties and other payments service contracts.
Expenditure may relate to:	administration capital requirements consultants distributions repair and maintenance salaries vehicle costs.
Potential problem areas may include:	administration costs commercial activities consultancy fees salary costs utility costs vehicle and travel expenses.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM416A Oversee organisational planning

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to oversee the development of plans that guide the operations of the organisation. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who are responsible for monitoring, guiding and planning the activities of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Gather relevant planning information	1.1. Consult with community to identify needs, issues, visions and interests 1.2. Identify people with appropriate expertise both within and outside the organisation who could assist the planning process 1.3. Identify and obtain relevant planning information, including the organisation's current provision of services 1.4. Review the effectiveness of this provision in terms of meeting organisational and community needs
2. Set directions for planning	2.1. Work with board members to set or review the vision, goals and objectives of the organisation 2.2. Seek the support of internal or external experts if required 2.3. Analyse and use information to make planning decisions 2.4. Identify the type of planning activity required to meet the needs of the organisation 2.5. Identify the key purpose and essential components of the planning activity 2.6. Clarify the roles of board, management and staff in the planning activity
3. Ensure plans and planning processes meet cultural objectives	3.1. Check plans and planning processes to ensure they maintain and enhance cultural identity 3.2. Check plans and planning processes to ensure they reflect cultural requirements and protocols that promote cultural respect 3.3. Develop strategies to address areas where conflict may occur between cultural and economic requirements 3.4. Check plans to ensure they reflect the vision and objectives of the organisation
4. Oversee the development of plans	4.1. Work with board members and senior staff to establish a plan development process and timeframe 4.2. Ensure adequate resources are available to develop plans 4.3. Ensure plans meet legal and compliance requirements 4.4. Ensure plans meet financial targets and funding requirements 4.5. Ensure plans include risk management strategies 4.6. Ensure plans include consideration of sustainability 4.7. Monitor plan development and adjust where appropriate
5. Approve plans	5.1. Work with other board members to approve agreed plan for implementation 5.2. Communicate approved plans to the community

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to review current organisational services and existing plans culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact planning decisions numeracy skills to understand relevant numerical data oral or written communication skills to be able to gather and share information organisational and planning skills to ensure that plans that meet the vision, goals and objectives of the organisation are developed in a timely manner problem-solving skills to deal with planning information which is contradictory, ambiguous, inconsistent or inadequate research skills to identify and access planning information teamwork skills to develop plans cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders
Required knowledge
board processes for decision making concept of community control of organisations and how it may impact on organisational planning cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values and how that could impact on organisational planning geographic, social, economic and political contexts in which particular organisations operate and how these may impact on organisational planning methods for community consultation and engagement methods for setting vision, goals and objectives organisation review processes, such as a SWOT analysis potential funding sources to support organisational goals and objectives principles of risk management relevant to organisational planning provisions of federal, state or territory legislation and funding body requirements that influence decisionmaking and may impact on organisational planning relevant organisational planning concepts relevant principles of sustainability relevant protocols and cultural responsibilities with respect to planning roles and responsibilities of board and management in organisational planning

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop plans that are consistent with community needs, cultural requirements and organisational directions identify and access information relevant to planning activity identify risk management and sustainability strategies oversee organisational planning.
Context of and specific resources for assessment	Assessment must ensure: access to examples of organisational plans knowledge and performance is assessed over time to confirm consistency in performance participation on an actual or simulated board.
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: analysis of planning information and documentation direct questioning combined with reflection practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of planning processes observation of performance in role plays performance of board duties or an accurate simulation of board duties.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIC411C Communicate with the community BSBATSIM417A Implement organisational plans BSBRES401A Analyse and present research information.

Range Statement

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.
Community may include:	community members Elders members of the organisation other Aboriginal and Torres Strait Islander organisations other relevant stakeholders traditional owners.
Relevant planning information may include:	existing organisational plans community and stakeholder feedback funding and resource opportunities market research organisational documentation, such as: annual general report constitution financial reports and budgets networks and supporters policy and procedures vision and purpose statements relevant data and statistics relevant government reports, strategic directions, and policy staff skills and capabilities.
Review may involve:	community and stakeholder feedback evaluation reports gap analysis market research SWOT analysis.
Planning activity may include:	action plans business plans cultural plans financial plans marketing and promotion plans staffing plans strategic plans.
Cultural identity may include:	common cultural values that underpin Aboriginal and Torres Strait Islander people diversity and uniqueness of individual communities languages, songs, arts and artwork Native Title status and issues relationship with the land.
Cultural requirements may include:	cultural protocols recognition of diversity.
Protocols that promote cultural respect may include:	community processes of consultation local traditions and customs recognition of Elders and traditional owners respect and courtesy to other communities rights of others, rights of privacy, and secret business.
Plan development process may include:	consultation with community and key stakeholders feedback from community and key stakeholders.
Resources may include:	board member support development of working group or subcommittee external consultants finances identified partnerships information and communication technologies network contacts planning expertise staff.
Legal and compliance requirements may include:	contractual requirements management of occupational health and safety reporting requirements.
Financial targets and funding requirements may include:	budget financial obligations financial viability funding and service agreements possible funding options.
Sustainability may include:	cultural factors economic factors environmental factors social factors.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM417A Implement organisational plans

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to guide the implementation of organisational plans. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who are responsible for monitoring and guiding the activities of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Secure resources and funding to implement organisational plans	1.1. Review organisational plan to identify required resources and funding sources 1.2. Identify possible partnership arrangements 1.3. Follow organisation's policies, practices and procedures in obtaining resources and funding to implement plans
2. Oversee the implementation of organisational plans	2.1. Establish a plan for implementation that includes timelines and reporting requirements 2.2. Identify the roles and responsibilities of board members in implementation plan 2.3. Identify key performance indicators (KPIs) for plan implementation and use to monitor progress 2.4. Establish internal reporting strategies to inform board members of implementation progress 2.5. Undertake contingency planning in consultation with key stakeholders as required 2.6. Ensure procedures are in place to document planning and implementation outcomes
3. Monitor, review and evaluate implementation	3.1. Analyse implementation progress reports 3.2. Develop strategies to address changing situations when necessary 3.3. Make appropriate implementation decisions as required, including changes to plan 3.4. Evaluate the implementation of organisational plan

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analysis and problem-solving skills to review changing situations and make appropriate decisions relation to monitoring the implementation of organisational plans communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities organisational skills to ensure planning occurs according to established timelines and procedures initiative and enterprise skills to develop ideas and strategies to implement them
Required knowledge
concept of community control of organisations and how it may impact on organisational planning contingency planning strategies cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that may affect the implementation of organisational plans geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the viability of organisational plans key elements of implementation plans legislation and funding body requirements that may influence planning decisions methods for monitoring and reporting on plan implementation organisational policies, practices and procedures relevant to the development of organisational plans possible partnership arrangements with other organisations to achieve organisational objectives protocols and cultural responsibilities relevant to the development of organisational plans roles and responsibilities of board members sources of funding and other key resources relevant to implementing organisational plans

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop an implementation plan that clearly identifies key activities, personnel, outcomes, resource requirements and timelines establish strategies to monitor, review and evaluate implementation solve implementation problems that may affect the plan.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of relevant planning implementation documents access to examples of issues that affect planning implementation knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM416A Oversee organisational planning.

Range Statement

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.
Resources may include:	external consultants financial resources human resources physical resources pro bono support technical resources.
Funding sources may include:	business partnerships donations earned income fundraising events government funding and grants membership fees philanthropic grants pro bono work.
Partnership arrangements may refer to:	auspice arrangements partnership with another Aboriginal and Torres Strait Islander organisation partnership with a non-Aboriginal and Torres Strait Islander organisation partnership with a business resource sharing with another organisation.
Organisation's policies, practices and procedures may refer to:	organisational culture organisational guidelines that govern and prescribe operational functions, such as the acquisition and management of financial, human, physical and technical resources standard operating procedures undocumented practices in line with organisational operations.
Plan for implementation must include:	key tasks and activities key milestones and deliverables, such as results and KPIs key stakeholders responsible person resources required timeline.
Key performance indicators:	may refer to measures for monitoring or evaluating the efficiency or effectiveness of implementing the plan may be used to demonstrate success and identify areas for improvement.
Contingency planning may refer to:	changing planned outcomes seeking further funding reducing expenditure rental, hire purchase or alternative means of procurement of required materials, equipment and stock risk identification, assessment and management processes strategies for reducing costs, wastage, stock or consumables succession planning using external consultants and labour.
Changing situations may refer to:	community needs and markets environmental factors funding sources government policy legislation partner relationships project scope timelines.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM418A Oversee financial management

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to monitor and act on financial reports. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who are responsible for monitoring and guiding the financial management of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Interpret financial reports	1.1. Ensure regular financial information is received from management in a form that all board members can understand 1.2. Clarify purpose of financial reports and their key features with board members 1.3. Identify income shortfalls and expenditure overruns
2. Evaluate financial reports	2.1. Consider and discuss financial implications of reports with other board members and management 2.2. Compare data with previous reports and decisions 2.3. Compare year to date and end of financial year data with budgeted outcomes 2.4. Seek independent advice where necessary
3. Recognise board responsibilities for assets	3.1. Identify statutory responsibilities of board members with respect to assets 3.2. Identify funding body restrictions on the acquisition, use and disposal of assets 3.3. Comply with statutory responsibilities and funding body requirements with respect to assets
4. Make decisions on finance	4.1. Analyse recommendations on finances in terms of their impact on the organisation and its vision and objectives 4.2. Prioritise financial decisions against organisational objectives 4.3. Make decisions in accordance with the organisation's policy and legal and funding requirements 4.4. Ensure procedures are in place to document financial decisions
5. Approve expenditures	5.1. Check expenditure proposals are within budget and meet statutory and funding body requirements 5.2. Check the organisation's current financial situation 5.3. Approve expenditure only if it is consistent with budget, statutory and funding body requirements, and the organisation's financial situation
6. Review financial decisions	6.1. Monitor outcomes and actions from decisions 6.2. Identify and monitor external influences on budgets and finances 6.3. Ensure procedures are in place to document variations to financial agreements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skillsto read financial reports and calculations culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders evaluation and decision-making skills to monitor and review information presented to the board and enact decisions initiative and enterprise skills to set priorities when making financial decisions
Required knowledge
concept of community control of organisations and how it may impact on financial decisions cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on financial decisions geographic, social, economic and political contexts in which particular organisations operate and how these may impact on financial decisions organisational procedures and processes regarding finances organisationalvision and objectives previous budget performance and financial reports purpose and components of financial reports relevant protocols and cultural responsibilities when making financial decisions statutoryand funding body requirements relevant to the organisation's financial decisionmaking statutory and funding body responsibilities in relation to financial reporting and assets

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: understand a variety of financial reports monitor the financial status of the organisation make financial decisions according to organisational vision and objectives that comply with legal and contractual requirements responsibly manage organisational assets.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of financial reports and other relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM414C Oversee the organisation's annual budget BSBATSIM420A Oversee asset management.

Range Statement

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.
Financial reports may refer to:	annual audited financial statements asset registers balance sheets bank accounts budgets expenditure income loans profit and loss statements.
Independent advisers may include:	accountants business advisers.
Statutory responsibilities may relate to:	annual reporting acquittal reporting fees and taxes funding agreements procurement and disposal.
External influences may include:	awards costs environmental factors funding sources government policy inflation rate interest rate markets supplies.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM419A Contribute to the development and implementation of organisational policies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work with other board members to develop and implement the organisation's operational policies to serve the organisation and the community effectively. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who are responsible for monitoring and guiding the development and implementation of organisational policies in Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Design the process for developing policy	1.1. Work with other board members to establish a policy development group and develop a procedure for policy development 1.2. Consult the community where appropriate 1.3. Determine the need for expert advice 1.4. Delegate tasks to appropriate people
2. Obtain background information needed for policy development	2.1. Identify key areas of operation requiring policy development 2.2. Review relevant previous board decisions 2.3. Identify and review additional information required
3. Contribute to the drafting of policy	3.1. Provide input into the drafting of policy for each area of organisation activity 3.2. Check policy to ensure it reflects the vision of the organisation and cultural issues 3.3. Check policy to ensure it meets legal, constitutional and funding requirements 3.4. Provide feedback to the policy development group on draft policies
4. Approve policy	4.1. Provide an explanation of draft policy to others 4.2. Obtain and evaluate feedback 4.3. Propose amendments to draft policy where required in response to feedback 4.4. Work with board members to approve agreed policy 4.5. Ensure procedures are in place to document and store policy in an accessible form
5. Implement policy	5.1. Inform others of the board decision and the final policy 5.2. Review board decision to ensure it complies with policy 5.3. Evaluate organisational procedures to confirm consistency with policy
6. Review and amend policy as required	6.1. Review policy regularly to ensure the organisation's vision and values are maintained 6.2. Propose amendments to policy where appropriate 6.3. Ensure policy changes are documented according to organisational procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skillsto relate to people from diverse backgrounds and with diverse abilities communication and teamwork skills to consult with other board members, staff, members, community and others regarding policy development and implementation evaluation and decision-making skills to: review draft and existing policies and procedures propose new or changed policies information-gathering skills to obtain information required for policy development negotiation skills to work with others to develop acceptable policies and ensure their implementation oral, diagrammatic or written literacy skills to be able to gather and share information
Required knowledge
concept of community control of organisations and how it may impact on the development and implementation of policies cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that could impact on the development and implementation of policies equity and diversity principles that might need to be applied when developing and implementing policies geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the development and implementation of organisational policies organisation's constitution, vision, purpose and current processes provisions of relevant federal, state or territory legislation and funding body requirements relevant to the content of particular organisational policies relevant protocols and cultural responsibilities that could impact on the development and implementation of policies

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: work with others to implement a policy development process contribute to policy development processes inform others of new and changed policies review and amend policies as required.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of policies access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from the community and stakeholders about performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Policy development group may include:	board members community members expert advisers staff members.
Additional information may relate to:	examples of policies from other organisations existing organisational policy funding terms and conditions relevant government policy documents relevant research.
Policy areas may include:	asset management board processes complaints finance occupational health and safety programs and services training vision and values workplace relations.
Cultural issues may include:	family obligations gender protection of culture and heritage protocols traditional responsibilities.
Others may include:	clients community other organisations staff.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM420A Oversee asset management

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to account for and manage the organisation's assets. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for ensuring the organisation's assets are effectively managed.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop and implement policies and procedures for the management of assets	1.1. Work with other board members and staff to develop policies and procedures for managing assets that comply with legal and contractual requirements 1.2. Follow policies and administrative procedures regarding the purchase, use, storage, maintenance and disposal of assets
2. Ensure asset records are established	2.1. Ensure responsibility for establishing an asset register of the organisation's movable assets, and the recording and storage of asset documents, is delegated by the board to an appropriate person or persons 2.2. Check that the register has been established and that appropriate asset documents are stored securely
3. Ensure that assets and records are maintained	3.1. Receive and review reports with respect to assets to ensure they are up-to-date and complete 3.2. Ensure appropriate procedures are in place and followed to undertake asset repairs 3.3. Ensure appropriate procedures are in place and followed to report and document asset damage, loss or theft 3.4. Develop an action plan to follow up asset management issues that arise 3.5. Ensure asset records comply with funding providers' requirements
4. Ensure insurance cover is in place	4.1. Ensure appropriate procedures are in place and followed to arrange and maintain insurance following asset acquisition 4.2. Identify authorised signatories for claims for damage, loss or theft 4.3. Ensure claims are submitted in a timely manner and include required evidence of loss
5. Oversee an annual internal audit of assets	5.1. Ensure items recorded in the asset register are checked annually 5.2. Ensure the asset register is updated with current information following the internal audit 5.3. Investigate discrepancies found in the asset register 5.4. Propose changes to policies and procedures if required
6. Oversee acquisition and disposal of assets	6.1. Approve acquisitions and disposal of assets in line with existing plans and budgets 6.2. Ensure funding body requirements regarding asset acquisition and disposal are met

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills tomonitor and review information presented to the board and enact decisions numeracy skills to review asset reports and identify discrepancies oral, diagrammatic or written literacy skills to be able to gather and share information problem-solving skills to identify and manage issues that arise in the management of assets
Required knowledge
asset auditing procedures asset purchasing and disposal procedures funding body requirements with regard to assets geographic, cultural, social, economic and political context in which particular organisations operate and how that may impact on the management of assets organisational procedures and processes with respect to assets provisions of federal, state or territory legislation and funding body requirements that have an impact on the management of assets record-keeping requirements with regard to assets relevant protocols and cultural responsibilities with respect to the management of assets

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: work with others to develop policies and procedures for managing assets follow policies and procedures for managing assets.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of asset registers access to examples of relevant asset policy and procedures access to examples of relevant documentsand reports knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from others involved in the management of assets.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM418A Oversee financial management BSBATSIW417C Select and use technology.

Range Statement

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.
Administrative procedures may include:	asset disposal internal audit invoices and receipts identification labelling insurance purchasing use and control.
Asset register:	may be computer-based or manual records may include: additions date of purchase identifying numbers insurance claims location loss or theft major repairs obsolescence value.
Movable assets may include:	artworks cultural items goods office furniture plant and equipment vehicles.
Asset documents may include:	guarantees invoices and receipts insurance documentation maintenance records titles and certificates warranties.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM421A Support a positive and culturally appropriate workplace culture

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required of a board member to contribute to the development and maintenance of a positive and culturally appropriate workplace culture. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and guiding the activities of Aboriginal and Torres Strait Islander organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Promote respect toward people in the workplace	1.1. Promote cultural views and values in the workplace 1.2. Treat individuals and groups from different backgrounds, cultures and languages with respect and sensitivity 1.3. Identify and enhance the positive qualities of people 1.4. Take into account the impact of board decisions on human values when making decisions 1.5. Identify how past experiences may impact on people's behaviour, skills and knowledge
2. Provide support to others	2.1. Identify the knowledge, skills and experience of others 2.2. Share knowledge and skills with others 2.3. Resolve issues in culturally appropriate and sensitive ways 2.4. Use active listening skills when communicating 2.5. Encourage others to take on new challenges 2.6. Demonstrate approachability and openness to suggestions
3. Promote an environment that encourages people to enhance their skills and knowledge	3.1. Support others to achieve work goals 3.2. Develop and apply strategies to recognise achievements 3.3. Support others to undertake relevant professional development
4. Encourage teamwork	4.1. Develop strategies that support a team approach 4.2. Clearly outline expectations of team members 4.3. Develop and apply strategies that recognise individuals' contributions to the team
5. Reduce the potential for cross-cultural misunderstandings	5.1. Identify issues that may cause cross-cultural conflict or misunderstanding in the workplace 5.2. Work with board members and the manager to develop and implement strategies to reduce cross-cultural misunderstandings in the workplace
6. Provide constructive feedback	6.1. Encourage provision of constructive feedback in the workplace 6.2. Clarify with board members and management whose role it is to provide feedback to staff members about their performance 6.3. Provide feedback to people about their performance where appropriate

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
active listening skills to enhance communication communication and teamwork skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders initiative skills to demonstrate cross-cultural competence, ensuring a culturally appropriate workplace that respects people from a range of backgrounds culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities mentoring and motivation skills to support others in their work problem-solving skills to identify and manage potential causes of misunderstandings
Required knowledge
concept of community control of organisations and how it may impact on the day-to-day operations of the organisation cultural context in which Aboriginal and Torres Strait Islander boards operate, including role in upholding traditional and cultural values and how that impacts on workplace environment equity and diversity principles geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the workplace environment and culture organisationalpolicies, procedures and code of conduct professional development options protocols and cultural responsibilities relevant to the role of a board member respective roles and responsibilities of board members and the manager strategies for active listening strategies for giving and receiving feedback strategies for managing disagreements and cross-cultural misunderstandings teamwork theory and approaches

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: support others to achieve work goals treat staff and colleagues with respect and sensitivity communicate appropriately with people from a range of diverse backgrounds employ strategies to encourage teamwork and reduce the potential for cross-cultural misunderstandings.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of issues that arise in workplaces knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from staff members, other board members and the community regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIC412A Maintain and protect cultural values in the organisation.

Range Statement

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.
Positive qualities may include:	attitudes and values initiative skills and abilities.
Past experiences may relate to:	culture effects of government policies educational opportunities family situations trauma.
Knowledge, skills and experience may include:	interpersonal skills traditional knowledge and skills work skills.
Others may include:	board members community members staff members.
Achievements may include:	personal cultural family sport work-based.
Professional development may include:	career planning cultural enhancement further education personal development work skills.
Feedback may be:	to staff by staff to staff by a board nominee.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM505C Control organisational finances

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish and maintain effective financial management within the organisation to ensure board control of finances and external accountability to statutory authorities and funding bodies. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations who have responsibilities for controlling an organisation's finances.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish a financial management structure	1.1. Establish a structure to undertake regular financial management responsibilities on behalf of the board 1.2. Document respective responsibilities of the board and management 1.3. Determine financial information required by the board from management 1.4. Seek advice on suitable financial management systems for the organisation 1.5. Identify relevant statutory requirements
2. Establish financial management processes and systems	2.1. Ensure appropriate policies and procedures are in place to open and operate necessary bank accounts 2.2. Identify approved signatories for the bank accounts 2.3. Ensure authority and delegation between the board and management for the management of finances are documented 2.4. Ensure statutory requirements with regard to financial management are followed 2.5. Ensure duties of finance staff are documented 2.6. Ensure accepted procedures for receiving and expending funds are established and maintained by management 2.7. Ensure accepted systems for financial reporting are established and maintained
3. Sign contracts on behalf of the organisation	3.1. Ensure procedures for developing and documenting contracts are developed and followed 3.2. Identify people authorised to sign contracts on behalf of the organisation 3.3. Check that proposed contractual arrangements are realistic for the organisation and in the organisation's and community's interests 3.4. Ensure contracts are signed according to organisational policies and procedures
4. Follow finance procedures specified by funding bodies	4.1. Seek variations to financial agreements from relevant funding bodies if required 4.2. Identify and follow purchasing and disposal procedures specified by funding bodies 4.3. Check that requirements for finance documentation specified by funding bodies are met
5. Advise the community of the financial situation of the organisation	5.1. Identify the type and content of financial information that can be made publicly available 5.2. Ensure financial information is made available to members as specified in the constitution 5.3. Present financial information at meetings in a clear and simple manner
6. Meet reporting requirements of relevant corporate authorities and funding bodies	6.1. Identify reporting requirements by relevant corporate authorities and funding bodies 6.2. Establish timelines to ensure financial statements are completed within the timeframe required by relevant corporate authorities and funding bodies 6.3. Ensure an auditor is appointed at the annual general meeting 6.4. Review and evaluate financial statements to ensure they meet requirements 6.5. Check that financial reports are submitted to relevant corporate authorities and funding bodies within required timeframe

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to: relate to people from diverse backgrounds and with diverse abilities present financial information clearly and simply delegation skills to enable tasks to be completed within required timeframes evaluation and decision-making skills to monitor and review information presented to the board and enact decisions numeracy skills to interpret reports and undertake calculations problem-solving skills to identify and manage anomalies in financial reports
Required knowledge
concept of community control of organisations and how it may impact on reporting to community cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on financial reporting to the community financial responsibilities of board members and management financial support services available geographic, social, economic and political contexts in which particular organisations operate and how these may impact on financial management and reporting processes organisationalpolicies and procedures in relation to finances provisions of federal, state or territory legislation and funding body requirements that impact on financial management and reporting purpose and meaning of components of financial reports statutory and funding body requirements in relation to finances systems and structures to effectively manage finances

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: identify role of the board and management in the control of finances read and interpret typical organisational financial reports follow policies and procedures regarding the organisation's financial management communicate financial information simply and clearlyto others ensure financial reporting requirements are met.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of financial reports used by boards access to examples of funding agreements and other relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge analysis of feedback from other board members.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Financial management responsibilities may include:	approving expenditures developing a budget entering into funding agreements reporting financial information varying the agreed budget.
Signatories may include:	a combination of board members and management board members only management only within limits.
Statutory requirements may include:	acquittal of funds audited reports superannuation taxation, including GST workers' compensation.
Systems for financial reporting may include:	computer-based systems manual systems.
Financial information may include:	annual audited reports financial projections monthly income and expenditure figures project reports.
Relevant corporate authorities and funding bodies may include:	government departments other corporations philanthropic trusts project partners Office of the Registrar of Indigenous Corporations state and territory registration authorities.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM506C Develop employment policies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop policies for the employment of staff. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and guiding the employment policies of an organisation that employs staff.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop policies with respect to staff	1.1. Identify employer's responsibilities with respect to staff 1.2. Develop, negotiate and endorse staffing policies with board members, management and staff, and if appropriate, unions 1.3. Ensure approved policies are communicated throughout the organisation
2. Implement staff policies and procedures	2.1. Work with other board members and management to develop and document procedures flowing from endorsed policies 2.2. Establish and implement induction processes for new staff 2.3. Ensure changes to policies and procedures affecting employment are communicated to staff, and if applicable, to unions 2.4. Identify and access external industrial relations advice and representation as required 2.5. Ensure individual contracts for employees are developed and signed within relevant enterprise agreements or awards according to policies and procedures
3. Monitor and review staffing policies	3.1. Establish a review body for staffing policy 3.2. Monitor and assess outside industrial influences and impacts relevant to the organisation 3.3. Ensure regular occupational health and safety checks of the workplace are undertaken according to policy and procedures 3.4. Review grievance procedures regularly 3.5. Ensure all aspects of employment policy and procedures are audited independently 3.6. Evaluate results of reviews and audits and propose changes to policy and procedures if necessary

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to: develop and review staffing policies monitor and review information presented to the board and enact decisions literacy skills to review documentation and communicate information to others
Required knowledge
board's responsibilities in relation to duty of care with respect to staff concept of community control of organisations and how it may impact on employment policies cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on employment policies effective communication and negotiation strategies to disseminate information and negotiate policies and procedures equity and diversity principles in relation to employment policies geographic, social, economic and political contexts in which particular organisations operate and how these may impact on employment policies organisationalpolicies and procedures in relation to staffing policy and procedure development processes provisions of federal, state or territory legislation and funding body requirements that may influence employment policies, including industrial relations, occupational health and safety, and equal employment opportunity laws relevant awards and employment conditions relevant protocols and cultural responsibilities that might impact on employment policies

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: work with others to developand review employment policies and procedures follow policies and procedures in relation to staff.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of legislation and policy affecting the employment of staff knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practicalboard performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIL510A Appoint and work with a manager BSBATSIM514A Recruit and induct staff.

Range Statement

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.
Employer's responsibilities may include:	conditions of relevant awards duty of care provision of a safe workplace compliance with state, territory and federal industrial relations legislation supervision training.
Staffing policies may relate to:	awards and agreements contracts disputes, including management and staff grievance procedures health and wellbeing induction of new staff performance management occupational health and safety workplace rules and staff discipline.
Industrial relations advice may include:	counselling independent workplace audits mediation union representation.
Enterprise agreements may include:	dispute resolution general employment conditions minimum rates of pay and conditions range of positions.
Review body may include:	board subcommittee external expertise joint management and staff working group.
Industrial influences may include:	award changes changing technologies changes to legislation union involvement.
Audits may include:	external quality auditors occupational health and safety audits staff meetings surveys.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM511C Develop enterprise opportunities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify, assess and develop business opportunities in consultation with the community in order to increase economic independence and expand employment. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and guiding the activities of organisations that are investigating options to develop enterprise opportunities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Expand existing activities	1.1. Identify existing business initiatives, employment goals and objectives 1.2. Evaluate current business activities with respect to viability and future potential 1.3. Seek expert advice where appropriate 1.4. Support viable businesses
2. Develop business ideas and options	2.1. Canvass the community for business ideas and options 2.2. Identify and document potential skills and abilities in the community 2.3. Identify and analyse potential markets 2.4. Obtain information from business services regarding business development
3. Evaluate business options	3.1. Assess potentially viable businesses 3.2. Conduct feasibility studies with the support of appropriately skilled personnel 3.3. Gather and document community input 3.4. Consider and document business options 3.5. In conjunction with other board members, make and document decisions regarding future business options 3.6. Contribute to the development of business plans that take account of local cultural requirements
4. Implement business proposals	4.1. Establish structures to action business plans 4.2. Establish partnerships where appropriate 4.3. Establish monitoring and review mechanisms 4.4. Set and document achievable targets and timeframes 4.5. Establish and support boards of management of new businesses where appropriate 4.6. Provide information to the community on a regular basis

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skills to evaluate information on business viability communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact decisions planning skills to develop and implement business plans problem-solving skills to identify and manage real and perceived conflict of interest between parties research and analytical skills to gather and evaluate business data oral and reading communication skills to develop and evaluate business proposals and plans
Required knowledge
business planning strategies, including strategies for: conducting feasibility studies setting goals and objectives business processes business support services available concept of community control of organisations and how it may impact on business options cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on business options and operations geographic, social, economic and political contexts in which particular organisations operate and how these may impact on business options and operations information generally included in feasibility studies and how it should be interpreted marketing terms and strategies organisationalpolicies and procedures in relation to business activities possible business structures provisions of federal, state or territory legislation and funding body requirements that may impact on business options and operations relevant protocols and cultural responsibilities that might impact on the development of enterprise opportunities strategies for identifying skills available in the organisation and community

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: identify potential business activities for the organisation and possible business structures to support these activities develop business proposals in collaboration with others make decisions regarding the suitability of business proposals participate in business planning processes in collaboration with others.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of enterprises operated by Aboriginal and Torres Strait Islander organisations access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIW515C Secure funding.

Range Statement

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.
Evaluation of current business activities may refer to:	capital requirements community motivation cultural appropriateness human resources market availability risk.
Business ideas and options may include:	establishing an independent business operation establishing joint ventures with local government and/or private operators tendering for supply of services.
Markets may include:	Aboriginal and Torres Strait Islander networks local, regional, state or territory, national or international consumers and organisations.
Business services may include:	Aboriginal and Torres Strait Islander legal services business development networks government business information services industry associations local operators.
Structures may include:	board of management board members, staff, community representatives, business and finance advisers, industry advisers capital requirements core business future directions income and expenditure projections legal structure market strategies staffing.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIM514A Recruit and induct staff

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to recruit and induct new staff and provide ongoing supervision, assessment and support of existing staff, including voluntary staff. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who contribute their skills and knowledge to monitoring and guiding the activities of organisations that are involved in the recruitment and induction of voluntary or paid staff where a manager does not exist. This function may be undertaken by the board when a manager does not exist. Generally, the manager or chief executive officer is responsible for recruiting and supervising junior staff.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan ongoing staffing requirements	1.1. Review staffing requirements on a regular basis 1.2. Initiate knowledge and skill audits to decide on positions required 1.3. Update recruitment policy and procedures regularly 1.4. Include additional staffing requirements in the business plan 1.5. Allocate budget and resources
2. Ensure staff members are recruited in line with policy and procedures	2.1. Establish a recruitment committee 2.2. Review, endorse and document a duty statement for the position 2.3. Inform others of job vacancies 2.4. Follow the organisation's selection procedures 2.5. Notify candidates of results and provide feedback on their applications
3. Induct new staff	3.1. Develop a formal contract for new employees 3.2. Outline the code of conduct and how it applies 3.3. Implement induction processes
4. Ensure staff have access to training and development support	4.1. Assess and record staff development and training needs 4.2. Identify sources of funding for staff development 4.3. Ensure required staff training is provided 4.4. Encourage membership of relevant professional bodies 4.5. Promote the benefits to other employers of employing local Aboriginal and Torres Strait Islander employees
5. Monitor and assess staff performance regularly	5.1. Review duty statements at regular intervals 5.2. Receive and review reports on staff performance 5.3. Follow policy and procedures to identify the most appropriate person to provide effective feedback to staff on performance 5.4. Provide feedback to staff according to policy and procedures
6. Oversee staff departures	6.1. Ensure all contractual obligations and requirements are completed prior to staff departures 6.2. Adhere to appropriate policies and procedures regarding departures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact decisions mentoring skills to support and develop new staff problem-solving skills to identify and manage real and perceived conflict of interest between parties oral and written communication skills to document duty statements and induct staff
Required knowledge
concept of community control of organisations and how it may impact on staff recruitment and induction processes cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on recruitment and induction processes equity and diversity principles in relation to staffing geographic, social, economic and political contexts in which particular organisations operate and how these may impact on recruitment and induction processes organisationalpolicies, procedures and codes of conduct in relation to staff recruitment and induction, including recruitment and induction procedures provisions of federal, state or territory legislation and funding body requirements that may impact on recruitment and induction processes relevant protocols and cultural responsibilities that impact on recruitment and induction processes training options suitable to staff and board members

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: select and induct staff according to organisational policies and procedures monitor staff performance and provide feedback according to policies and procedures identify appropriate professional development activities for staff ensure policies and procedures relating to staff departures are followed.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of relevant policies and procedures access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM506C Develop employment policies.

Range Statement

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.
Staffing requirements may relate to:	paid staff: full-time part-time casual contract voluntary staff.
Recruitment policy and procedures may refer to:	employment of local community members, family and kin recruitment and selection processes volunteer register.
Recruitment committee may include:	board members community members Elders independent advisers senior staff traditional owners.
Job vacancies may be advertised through:	Aboriginal and Torres Strait Islander news outlets direct invitation local, state or territory, and national newspapers local notices online word of mouth.
Results may be advised to candidates:	in writing in person by telephone.
Contracts may include:	award-based contracts verbal or written agreements workplace agreements.
Induction processes may include:	community profile job description organisational structure meeting staff/team on-the-job training policies and procedures roles and responsibilities tour of the organisation.
Development and training may include:	accredited and non-accredited training career planning cross-cultural training mentoring.
Staff departures may refer to:	dismissal redeployment resignation retirement retrenchment.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIW416C Obtain and manage consultancy services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to obtain and manage consultancy services. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who are responsible for obtaining and managing external experts to assist in the activities of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish the need for external advice	1.1. Identify required expertise not available in the organisation 1.2. Identify potential funding sources to purchase outside expertise
2. Prepare terms of reference	2.1. Form a management group to oversee the project 2.2. Prepare terms of reference (consultancy brief) for consultant services 2.3. Identify and include opportunities for paid community involvement where appropriate
3. Select a consultant	3.1. Advertise terms of reference for the consultancy 3.2. Establish a process for short listing, including appointment of a selection panel 3.3. Select the most suitable applicant according to the organisation's requirements, policies and procedures 3.4. Ensure successful and unsuccessful applicants are advised of the outcome and provided with feedback 3.5. Ensure appropriate procedures are in place to document the selection process and outcome
4. Develop a contract	4.1. Obtain legal advice on contract requirements 4.2. Ensure a draft contract is prepared in accordance with legal advice that outlines what is required of the consultant
5. Brief the consultant	5.1. Clarify the board's requirements with the consultant 5.2. Negotiate final details of the project with the consultant, including expectations of performance and outcomes 5.3. Ensure the contract is finalised and signed 5.4. Familiarise the consultant with the organisation and its personnel
6. Monitor consultant's performance	6.1. Check that reports are received from consultant according to contractual requirements 6.2. Evaluate reports against agreed outcomes and follow up issues where required 6.3. Participate in performance reviews against contract requirements 6.4. Ensure progress payments are made against milestones and key performance indicators 6.5. Ensure final payment is made when contract requirements have been met

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with consultants, other board members, management and staff of the organisation, members, community and key stakeholders communication skills to provide feedback on performance culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact decisions problem-solving skills to identify and manage performance issues organisational and planning skills to plan project and costings
Required knowledge
concept of community control of organisations and how it may have an impact on the selection of a consultant cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how this might have an impact on the selection of a consultant development and typical content of terms of reference, milestones and performance indicators equity and diversity principles as they apply to selecting consultants external skill or competency needs required by the organisation forms of contract and contractual obligations for consultants geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the selection of a consultant recruitment and selection processes in relation to obtaining consultancy services relevant protocols and cultural responsibilities when engaging a consultant sources of legal advice available and how they can be accessed

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: obtainappropriate consultancy services that meet legal and organisational requirements monitor and review consultant's performance against relevant criteria provide feedback on consultant's performance.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of situations where boards may seek consultancy services access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from consultants, board members and staff regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Expertise:	may include: accounting business development community planning legal training planning research may involve: evaluating services and procedures solving major problems writing submissions writing policy and procedures.
Terms of reference may include:	community aims community involvement expenses payment schedule reporting requirements required outcomes and key performance indicators reviews timelines.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIW417C Select and use technology

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assess, use and evaluate new technologies for the benefit of the organisation. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and guiding the activities of an organisation that is anticipating the introduction of new technologies to the workplace.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Assess technology needs	1.1. Identify organisational tasks that could be helped by technology 1.2. Undertake a cost-benefit analysis 1.3. Seek independent technical advice as necessary
2. Acquire technology	2.1. Investigate costs of acquiring technology 2.2. Investigate ways of acquiring or accessing technology other than by funding 2.3. Investigate sources of funding for technology purchases and associated costs 2.4. Seek funds required for purchase of technology and associated costs
3. Ensure staff are prepared for new technology	3.1. Evaluate the need for technology training 3.2. Identify suitable trainers and/or mentors to support staff to use the new technology 3.3. Ensure suitable training is provided for staff who will use the technology
4. Evaluate the use of technology	4.1. Develop strategies to ensure the new technology is used within the organisation 4.2. Evaluate whether technology is used effectively and meets organisational needs 4.3. Identify barriers to the effective use of the technology 4.4. Develop and implement actions to address barriers to its effective use

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information presented to the board and enact decisions mentoring skills to support staff using the technology planning skills to organise appropriate training and support for staff problem-solving skills to identify and manage issues that may arise in the use of the technology
Required knowledge
basic principles of cost-benefit analysis cultural context in which Aboriginal and Torres Strait Islander boards operate, and how that may impact on the selection and use of technology equipment and funding sources geographic, social, economic and political contexts in which particular organisations operate and how these may impact on the selection and use of technology potential barriers to learning, and strategies to address these provisions of federal, state or territory legislation and funding body requirements that may impact on the purchase, use and disposal of assets range of technology options available to support organisational activities relevant protocols and cultural responsibilities when supporting members of staff strategies that can be used to evaluate information regarding technology training options available to the organisation to develop skills in the use of technology

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: choose appropriate technology to support the organisation's activities identify suitable training options to support the introduction of new technology develop strategies to ensure technology is used effectively within the organisation.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of technology used in workplaces knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from the staff, board members and others regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM420A Oversee asset management.

Range Statement

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.
Technology may include:	computer software packages information technology new generation plant and equipment.
Options to access technology may include:	borrow lease or hire obtain donations partnership arrangements purchase.
Evaluation may relate to:	effectiveness, including cost effectiveness human impacts level of training need reliability suitability sustainability.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIW514C Represent your organisation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required for board members to represent their organisation in a range of situations, including in the community, government and private sector and through establishing relevant networks. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who contribute their skills and knowledge to monitoring and guiding the activities of the organisation and who are responsible for representing their organisation in a range of forums.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Obtain authorisation and act ethically	1.1. Obtain permission to represent the organisation 1.2. Undertake activities within the limits of the board role 1.3. Follow a code of conduct
2. Become informed about organisational policies, current operations and relevant local politics	2.1. Describe and explain the organisation's current policies and operations 2.2. Obtain information about external politics that might affect the organisation
3. Develop and participate in networks	3.1. Identify and establish links with individuals, groups and organisations relevant to the work of the organisation 3.2. Participate in networks relevant to the organisation
4. Receive and provide information relating to the work of the organisation	4.1. Provide information to others about board decisions, developments and activities of the organisation 4.2. Gather information about relevant activities in the community and wider community 4.3. Follow protocols with respect to the community and wider community
5. Promote the work of the organisation	5.1. Inform the community, other organisations, government and businesses about the work and achievements of the organisation 5.2. Seek support for the organisation's work from appropriate people and organisations 5.3. Present information in a manner that enhances the organisation achieving its objectives
6. Be accountable to the board	6.1. Ensure appropriate confidentiality of the organisation's information 6.2. Provide information and feedback to the board

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities networking skills to establish links with other organisations and networks oral and written communication skills to share and gather information problem-solving skills to identify and manage potential conflict of interest public-speaking skills to represent the organisation technology skills to use technology to present information
Required knowledge
business ethics, including codes of conduct concept of community control of organisations and how it may impact on how the organisation is represented cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that might impact on how the organisation is represented geographic, social, economic and political contexts in which particular organisations operate and how these may impact on how the organisation is represented organisational policies and processes in relation to representing the organisation personal role and responsibilities as a board member presentation techniques to provide information on the organisation relevant networks and media outlets relevant protocols and cultural responsibilities that impact on how the organisation is represented strategies for advocating on behalf of the organisation and its members techniques to effectively represent the organisation in interviews

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: follow relevant protocols and codes of conduct with respect to representing the organisation provide information about the organisation to others in a manner that promotes the work of the organisation provide information and feedback received to other board members.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIL512A Be a leader in the community.

Range Statement

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.
Representation may involve:	advocacy for the organisation meeting with representatives of government or other organisations participating in: forums or meetings media interviews networks speaking in public forums writing articles for publication.
Codes of conduct may include:	appropriate behaviours diligence honesty separating personal and professional issues.
Organisations may include:	Aboriginal and Torres Strait Islander organisations community-based services local, state or territory, and federal government departments non-Indigenous organisations peak bodies private businesses.
Networks may include:	section-focused organisations (e.g. health, education, justice) local, regional, state or territory, and national organisations.
Informing methods may include:	interviews media, both Aboriginal and Torres Strait Islander and mainstream networks news releases public meetings.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBATSIW515C Secure funding

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to locate funding sources, make submissions and lobby to maximise the organisation's chances of securing funds for its activities. Some aspects of governance activities may be subject to legislation, rules, regulations and codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals responsible for monitoring and guiding the activities of the organisation and securing funding for it to be able to undertake these activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and contact funding bodies	1.1. Identify and investigate mainstream and Aboriginal and Torres Strait Islander funding sources 1.2. Gather information about potential funding bodies' priorities, key areas and expected outcomes 1.3. Clearly explain organisational funding requirements to potential funding bodies
2. Prepare a case for funding	2.1. Form a team to oversee the funding submission 2.2. Delegate tasks to staff if appropriate 2.3. Determine if consultant services should be engaged to provide technical assistance in preparing the case for funding 2.4. Ensure a proposal is prepared that meets the funding body's objectives, criteria and submission requirements 2.5. Ensure all existing financial obligations with respect to the funding body are up-to-date
3. Promote the case for funding	3.1. Use networks to lobby the funding body where appropriate 3.2. Seek representation with the funding body if necessary 3.3. Advise key people of the progress and outcome of the submission
4. Appeal if necessary	4.1. Identify relevant appeal authorities and procedures for funding bodies 4.2. Determine whether an appeal should be made if a funding submission is not successful 4.3. Use the appeal system if required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to identify funding body requirements and determine if funding proposals meet requirements communication, teamwork and negotiation skills to work cooperatively with other board members, management and staff of the organisation, members, community and key stakeholders culturally appropriate communication skills to relate to people from diverse backgrounds and with diverse abilities evaluation and decision-making skills to monitor and review information and enact decisions planning and prioritising skills to: delegate tasks to others ensure funding applications are submitted within required timeframe networking and lobbying skills to identify potential funding sources and gain support for applications research skills to identify potential funding bodies and analyse their requirements
Required knowledge
appeal procedures available if funding submission is rejected concept of community control of organisations and how it may impact on how funding is sourced and used cultural context in which Aboriginal and Torres Strait Islander boards operate, including their role in upholding traditional and cultural values, and how that may impact on how funding is sourced and used funding sources and their requirements geographic, social, economic and political contexts in which particular organisations operate and how these may impact on how funding is sourced and used organisationalpolicies and procedures in relation to obtaining funding provisions of federal, state or territory legislation and funding body requirements that impact on how funds may be sourced and used relevant consultancy services to support funding submissions relevant protocols and cultural responsibilities that impact on how funding is sourced

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: identify possible sources of funding for organisational activities identify required components of funding submissions evaluate whether a funding submission meets the funding body's requirements follow appeal procedures if required.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated board access to examples of projects requiring funding access to the internet or other sources of information about funding bodies access to examples of relevant documents knowledge and performance are assessed over time to confirm consistency in performance.
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 performance on a board or simulated board analysis of actual or simulated funding submission direct questioning combined with reflection of practical board performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations and group discussions oral or written questioning to assess knowledge observation of performance in role plays analysis of feedback from other board members, staff, community or other stakeholders regarding performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBATSIM511C Develop enterprise opportunities.

Range Statement

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.
Submission requirements may include:	demonstrable outcomes development of costs eligibility criteria meeting timelines participation of certain groups, such as women and youth.
Key people may include:	board or committee members community members Elders management and staff partner organisations traditional owners.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - ATSI governance

Co-requisite units

Co-requisite units

BSBAUD402B Participate in a quality audit

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to prepare for and participate in a quality audit as a member of a quality audit team. The process includes reviewing designated documentation; identifying and developing checklists and audit related documentation; preparing audit schedules; gathering, analysing and evaluating information; and reporting findings to the lead auditor. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a team audit environment who analyse and evaluate information from a variety of sources to provide solutions to auditing issues, including unpredictable quality auditing problems. The types of audit may include an external or internal systems audit or process or product/service audit. A broad knowledge of quality auditing is required for this unit. Leading an audit team is addressed by BSBAUD503B Lead a quality audit.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Review auditee documentation	1.1. Where applicable, review auditee's previous quality audits to establish possible impact on the conduct of the current audit 1.2. Request relevant organisational documents from auditee, and review and check the adequacy of these documents 1.3. Amend reviewed documents, and determine and source any further documentation required 1.4. Resolve issues which arise with auditee and relevant parties
2. Participate in developing audit schedules	2.1. Access or prepare appropriate checklists/tools and audit related documentation 2.2. Confirm schedules and required resources with auditee before beginning auditing activities 2.3. Anticipate possible issues and outline strategies to address these issues, should they arise 2.4. Ensure preparation activities and documentation correspond to the audit plan 2.5. In consultation with auditing team, determine appropriate methods and techniques 2.6. Assist lead auditor in creating entry and exit meeting agendas
3. Gather and analyse information	3.1. Access a range of potential sources of information 3.2. Collect and make an initial assessment of sample documentation 3.3. Interview appropriate persons in relation to relevant documentation 3.4. Identify and report patterns, trends, interrelationships and areas of risk 3.5. Identify aspects of the audit that require the use of specialists and request appropriate assistance
4. Evaluate information	4.1. Evaluate information against prescribed benchmarks 4.2. Form a defensible opinion as to the meeting of these benchmarks by the auditee 4.3. Ensure opinions are formed from and supported by available information
5. Report findings	5.1. Formulate findings and prepare a corrective action report if discrepancies or non-compliances are detected 5.2. Examine results/findings against audit objectives and present to lead auditor 5.3. Report recommendations for improvements as applicable
6. Participate in exit meeting	6.1. Prepare for exit meeting 6.2. Ensure reporting arrangements are agreed upon and documented during the meeting 6.3. Ensure context and consequences of audit are explained, and follow-up is discussed

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen to clients and other audit team members and to clarify points with them as necessary culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities interpersonal skills to establish rapport with clients and to liaise with other audit team members literacy skills to read, write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information organisational and time management skills to sequence tasks, meet timelines and arrange meetings problem-solving skills to identify any issues that have the potential to impact on the auditing process or outcome and to develop options to resolve these issues when they arise teamwork skills technology skills to use a range of equipment required to conduct quality auditing activities.
Required knowledge
auditing codes of practice or ethics auditing methods and techniques auditing regulations and standards including: AS/NZS ISO 9000:2006 Quality management systems - Fundamentals and vocabulary AS/NZS ISO 19011:2003 Guidelines for quality and/or environmental management systems auditing current audit practices industry products and/or services quality auditing principles and techniques relevant legislation affecting business operation, including appropriate occupational health and safety, environmental, and privacy legislation terminology relating to quality auditing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: preparation of multiple audit plans for a range of quality audits containing information on the audit schedule, proposed activities, methods, and techniques; risk analysis and proposed treatment of identified risks; entry and exit meeting agendas participation in audits as a member of an audit team gathering of data and information by a variety of methods knowledge of relevant legislation and national standards developing a comprehensive report for the exit meeting, which analyses findings and information gathered to arrive at the findings.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace undertaking a quality audit or a simulated workplace environment access to workplace documentation including previous quality audit reports, checklists, risk management plans and audit 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 by third party workplace reports of on-the-job performance by the candidate demonstration of quality auditing techniques observations of participation in exit meetings oral or written questioning to assess knowledge of audit preparation activities assessment of organisational documentation reviewed for the audit analysis of reports developed - with clear, comprehensive findings observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other quality auditing units.

Range Statement

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.
Audit plan may include:	audit requirements and/or identification of relevant quality system documentation auditee provision of personnel for audit confidentiality requirements contingency actions distribution of reports entry meeting exit meeting follow-up procedures measurement criteria reporting procedures resource requirements safety of auditors sampling techniques scope and objectives of audit time lines and schedules
Methods and techniques may include:	advanced management information systems analysis determining information flows evaluating the effectiveness of system controls questioning sampling scanning tracing trend analysis
Sources of information may include:	activities internal documentation interview results records, such as meeting minutes, reports or log books reports from external sources, such as external laboratory reports and vendor ratings
Appropriate persons may include:	persons from different levels within the auditee's organisation such as management, administrative personnel and work floor personnel persons performing activities or tasks under consideration in the audit process
Sample documentation may include:	documented procedures log books meeting minutes previous audit reports reports reports from external sources systems specifications test results user requirements definitions work instructions
Relevant documentation may include:	audit procedures checklists forms for documenting conformance and non-conformance evidence forms for recording information organisational charts previous audit reports quality standards records of meetings sampling plans defined in documented procedures or in audit plan schedules

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Quality Auditing

Co-requisite units

Co-requisite units

BSBAUD501B Initiate a quality audit

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to initiate and organise a quality audit with an auditee. It covers assessing the scope and objectives of a quality audit; communicating with the auditee regarding the proposed quality audit; identifying resources required to conduct the audit; and developing and submitting a quality audit plan. The types of audit may include an external or internal systems audit or process or product/service audit. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with well established, sound theoretical knowledge base in quality auditing who are proficient in using a wide range of specialised quality auditing and managerial techniques to plan, carry out and evaluate a quality audit, their own work and that of others working under their direct supervision in a quality audit team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Assess quality audit scope and objectives	1.1. Determine and discuss audit objectives with the auditee, client and all other relevant parties 1.2. Determine and discuss scope of the quality audit with the auditee, client and all other relevant parties 1.3. Identify relevant standards that impact on the environment in which the audit operates 1.4. Determine scope commensurate with identified risks
2. Communicate with auditee regarding proposed quality audit	2.1. Determine audit history, organisational structure and culture through consultation with the auditee 2.2. Negotiate and ensure agreement with auditee, the proposed audit methods and techniques to be applied 2.3. Outline audit processes to establish sequence of audit activities, and the roles of the auditors and auditees in the process
3. Identify resources required to conduct quality audit	3.1. Identify resources required to perform the quality audit efficiently and effectively 3.2. Select audit team members on the basis of relevant expertise 3.3. Confirm availability of resources required to conduct the audit with auditee 3.4. Assign roles and responsibilities to audit team members
4. Develop and submit quality audit plan	4.1. Develop quality audit plan according to established scope and objectives 4.2. Assign timing, schedules and responsibilities for implementation of the audit plan 4.3. Develop audit priorities and ensure agreement with auditees and audit team members 4.4. Document and submit audit plan to auditee
5. Prepare audit team	5.1. Inform audit team members of their responsibilities, audit objectives and scope 5.2. Communicate audit plan and schedules to all audit team members 5.3. Discuss and clarify audit methods and techniques with audit team members
6. Review auditee documentation	6.1. Review auditee's previous audits to establish possible impact on the conduct of the current audit 6.2. Review and check relevant organisational documents for accuracy 6.3. Resolve arising problems with auditee and relevant parties
7. Identify and prepare checklists and audit related documentation	7.1. Develop checklists to reflect audit scope and objectives 7.2. Develop or obtain documentation required for the audit 7.3. Prepare agenda for entry meeting 7.4. Include value-adding activities in audit related documentation where required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen to and question clients and other audit team members culturally appropriate communication skills to relate to people from diverse backgrounds and abilities interpersonal skills to establish rapport with clients and to liaise with other audit team members literacy skills to read, write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information organisational, planning and time management skills to sequence tasks, meet time lines, conduct inspections and arrange meetings problem-solving skills to overcome any issues which may potentially affect the auditing process or outcome teamwork skills technology skills to use equipment required to conduct quality auditing activities.
Required knowledge
auditing codes of practice or ethics auditing methods and techniques auditing regulations and standards, including: AS/NZS ISO: 9000:2006: Quality management systems - Fundamentals and vocabulary AS/NZS ISO 19011:2003: Guidelines for quality and/or environmental management systems auditing current audit practices industry, product and/or service knowledge quality auditing principles, techniques and systems requirements of house or other style manual protocols for written communications relevant legislation affecting business operations including appropriate occupational health and safety, environmental, and privacy legislation software applications relevant to conducting quality auditing activities terminology relating to quality auditing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documented audit plans for auditees across a variety of contexts including the scope and objectives of the audit, proposed audit methods and techniques to be used, required resources and schedules, and allocation of individual audit team member responsibilities for conducting the proposed audit knowledge of relevant legislation, national standards and compliance issues.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documentation including previous quality audit reports, checklists, risk management plans and audit 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 by third party workplace reports of on-the-job performance by the candidate review quality auditing documentation demonstration of quality auditing techniques in a workplace observations of interactions with team members and colleagues observations of presentations of audit plans oral or written questioning to assess knowledge of auditing codes of practice or ethics assessment of audit plan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other quality auditing units.

Range Statement

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.
Audit objectives may include:	compliance with contractual and/or legislative requirements evaluation of follow-up corrective action since previous audit evaluation of level of compliance of auditee's activities, systems, processes, products or services with quality system's objectives identifying areas of potential improvement measuring performance in achieving quality objectives and confirming the effectiveness of the implemented quality system in meeting specified objectives
Scope may include:	depth and focus of audit industry specific issues, for example seasonal factors legal and regulatory issues organisational customs and protocols products, services, processes and/or activities to be audited sites standards to be applied
Relevant standards may include:	industry standards professional standards regulations relevant legislation
Audit methods and techniques may include:	analysis determining information flows evaluating the effectiveness of system controls questioning sampling scanning tracing trend analysis
Resources may include:	auditee-provided resources experience and technical expertise of auditors facilities financial requirements number of auditors required reference materials time travel and accommodation
Quality audit plan may include:	audit requirements and/or identification of relevant quality system documentation auditee provision of personnel for audit confidentiality requirements contingency actions distribution of reports entry meeting exit interview follow-up procedures measurement criteria reporting procedures resource requirements roles and responsibilities of auditors safety of auditors sampling techniques scope and objectives of audit time lines and schedules

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Quality Auditing

Co-requisite units

Co-requisite units

BSBAUD503B Lead a quality audit

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to lead an audit team as they undertake a quality audit. It covers conducting entry and exit meetings; identifying and gathering relevant information; managing audit team resources; and providing feedback to audit team members on their performance. The types of quality audit that may be covered by this unit include an external or internal systems audit or process or product/service audit. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with well established, sound theoretical knowledge base in quality auditing who are proficient in using a wide range of specialised quality auditing and managerial techniques to carry out their own work and to supervise the quality audit team. The unit is relevant to audits where a lead auditor is responsible for a quality audit team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Conduct entry meeting	1.1. Organise entry meeting in advance at a mutually agreed time 1.2. Prepare agenda for audit 1.3. Confirm objectives and scope of audit at entry meeting 1.4. Confirm schedules and logistical arrangements at entry meeting 1.5. Make changes to plan, schedules and arrangements where required
2. Identify and gather information	2.1. Identify a range of potential sources of information 2.2. Interview appropriate persons 2.3. Gather relevant information and sample documentation
3. Manage audit team resources	3.1. Supervise activities of audit team members 3.2. Assess and review audit team findings in line with audit scope 3.3. Re-assign team members as required 3.4. Instigate contingency actions as required 3.5. Seek and reach agreement on corrective action reports
4. Conduct exit meeting	4.1. Make preparations for exit meeting 4.2. Examine results and findings against audit objectives and present to auditee 4.3. Ensure reporting arrangements are agreed upon 4.4. Explain context and consequences of audit and discuss during follow-up
5. Guide team members in continuously improving their performance	5.1. Provide feedback on performance to audit team members 5.2. Encourage and support audit team members to critique their own work 5.3. Provide and document advice for individual improvement

Required Skills and Knowledge

Required knowledge
auditing codes of practice or ethics auditing methods and techniques auditing regulations and standards, including: AS/NZS ISO: 9000:2006: Quality management systems - Fundamentals and vocabulary AS/NZS ISO 19011:2003: Guidelines for quality and/or environmental management systems auditing current audit practices industry, product and/or service knowledge quality auditing principles, techniques and systems requirements of house or other style manual protocols for written communications relevant legislation affecting business operations including appropriate occupational health and safety, environmental, and privacy legislation software applications relevant to conducting quality auditing activities terminology relating to quality auditing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of leadership and management of a quality auditing team across quality audits in a variety of contexts management of the information gathering process by team members, and analysis, synthesis and reporting of the findings knowledge of auditing methods and techniques.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documentation including previous quality audit reports, checklists, risk management plans and audit 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: analysis of information gathered in the information gathering process review of audit plans direct questioning combined with review of portfolios of evidence by third party workplace reports of on-the-job performance by the candidate observations of application of audit techniques observations of interactions with team members, colleagues and auditees oral or written questioning to assess knowledge of current audit practices review of documentation advising team members about improving their performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other quality auditing units.

Range Statement

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.
Sources of information may include:	examination of internal documentation examination of reports from external sources, for example external laboratory reports and vendor ratings inspection of records, for example meeting minutes, reports or log books interviews observation of activities
Appropriate persons may include:	persons from different levels within the auditee's organisation, for example management, administrative personnel and work floor personnel persons performing activities or tasks under consideration in the audit process
Sample documentation may include:	documented procedures log books meeting minutes previous audit reports reports reports from external sources systems specifications test results user requirements definitions work instructions

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Quality Auditing

Co-requisite units

Co-requisite units

BSBAUD504B Report on a quality audit

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to report on the outcomes of a quality audit and to take appropriate follow up action. It covers compiling audit results; preparing a report for the auditee/client; negotiating follow up action with the auditee/client; and monitoring and reviewing auditing system and activities. The types of quality audit that may be covered by this unit include an external or internal systems audit or process or product/service audit. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with well established, sound theoretical knowledge base in quality auditing who are proficient in using a wide range of specialised quality auditing and managerial techniques to carry out their own work and to supervise the quality audit team. The unit addresses the function performed by either an auditor having sole responsibility for the audit or a lead auditor of a quality audit team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Compile audit results	1.1. Compare results of audit evaluation against audit objectives and criteria 1.2. Analyse audit results
2. Prepare report	2.1. Provide objective evidence relating to the need for reduction, elimination and prevention of non-conformance as the basis for the audit report 2.2. Produce audit report according to specified audit requirements 2.3. Present audit report to auditee and other stakeholders
3. Negotiate follow up process with auditee	3.1. Determine and initiate any corrective action required to deal with non-conformance, in consultation with auditee 3.2. Provide suggestions for improvements where applicable 3.3. Ensure time lines are agreed upon for completion of corrective action activities 3.4. Ensure corrective action follow-up procedures are agreed with auditee
4. Monitor and review audit system and activities	4.1. Evaluate effectiveness and suitability in achieving audit objectives 4.2. Investigate possible improvements in audit methods, economy and efficiency

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen to and question, clients and other audit team members culturally appropriate communication skills to relate to people from diverse backgrounds and abilities interpersonal skills to establish rapport with clients and to liaise with other audit team members literacy skills to read, write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information organisational, planning and time management skills to sequence tasks, meet time lines, conduct inspections and arrange meetings problem-solving skills to overcome any issues which may potentially affect the auditing process or outcome teamwork skills technology skills to use a range of equipment required to conduct quality auditing activities.
Required knowledge
auditing codes of practice or ethics auditing methods and techniques auditing regulations and standards, including: AS/NZS ISO: 9000:2006: Quality management systems - Fundamentals and vocabulary AS/NZS ISO 19011:2003: Guidelines for quality and/or environmental management systems auditing current audit practices industry, product and/or service knowledge quality auditing principles, techniques and systems requirements of house or other style manual protocols for written communications relevant legislation affecting business operations including appropriate occupational health and safety, environmental, and privacy legislation software applications relevant to conducting quality auditing activities terminology relating to quality auditing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: completion and presentation of audit reports to auditees/clients and stakeholders negotiations for follow-up actions with auditees/clients knowledge of auditing regulations and standards.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documentation including quality audit reports, checklists, risk management plans and audit 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: analysis of objective evidence provided in relation to the need for reduction, elimination and prevention of non-conformance review of audit reports direct questioning combined with review of portfolios of evidence by third party workplace reports of on-the-job performance by the candidate analysis of documentation outlining possible improvements in audit methods observations of interactions with team members, colleagues and auditees observations of presentations of audit reports to auditees and their organisation oral or written questioning to assess knowledge of audit report contents review of corrective action follow-up procedures agreed with auditee.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other quality auditing units.

Range Statement

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.
Results may include:	corrective actions to reduce, eliminate and prevent non-conformance examination and evaluation of controls associated with systems, activities and processes means of improving processes, systems, products and business results objective evidence of conformance objective evidence of non-conformance relating to organisational processes, systems, activities, products and/or services
Audit report may include:	agreed objectives and scope of audit audit results distribution list for the audit report follow-up required identification of audit team members identification of the auditee's representatives information on confidentiality outline of the auditing process, including obstacles encountered retention of auditing records, including work documents specified audit requirements timeframe in which audit was conducted
Improvements in audit methods may include:	assessment of audit results evaluation of auditor performance evaluation of the effect of the quality audit outcomes on the auditee's activities, products and/or services examination of complaints, appeals and other feedback received from auditee examination of mechanisms by which consistency of audits is achieved overall evaluation of the methods and effectiveness of the audit organisation review of the audit reporting process and records

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Quality Auditing

Co-requisite units

Co-requisite units

BSBCCO203A Conduct customer contact

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to respond effectively to customer contact.

Competence in this unit requires responding to a wide range of customer enquiries and contacts over a variety of communication methods. Compliance with organisational, legislative and regulatory requirements is required, as is the ability to respond in a manner that meets both customer and business needs.

Application of the Unit

This unit applies in customer contact environments where a variety of communication channels and technologies are used and contact is inbound or outbound.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Prepare for customer contact	1.1 Obtain and study product or service details relating to customer contact 1.2 Study prepared contact guides or scripts 1.3 Locate sources of information that may be required to develop product and service expertise 1.4 Develop a clear understanding of enterprise policies and procedures and personal targets or key performance indicators (KPIs) 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage contact 1.6 Clarify details as required with relevant personnel
2. Provide quality service in response to customer queries	2.1 Use technology to respond to customer queries 2.2 Greet customer according to enterprise protocol and in a manner that encompasses cultural diversity 2.3 Establish and clarify customer needs 2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and the need to refer customer elsewhere 2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution 2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty 2.7 Complete followup action according to contact escalation policy, timeframes, business rules and practices, and in line with customer expectations
3. Arrange provision of a product or service	3.1 Respond appropriately to customer requirements and identify relevant options 3.2 Select appropriate product or service in consultation with customer 3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer 3.4 Consider customer retention options that can be applied to the contact 3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive
4. Respond to customer enquiries	4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases 4.2 Escalate enquiries or orders that cannot be satisfied immediately 4.3 Supply followup information to customer as required and in a timely manner 4.4 Observe organisational regulations and standards throughout transaction 4.5 Record details of contact according to policy 4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to articulate effectively over the required channels

customer service skills to deliver required level and quality of customer service

interpersonal and communication skills to:

establish rapport and build relationships with customers from a range of backgrounds

handle difficult customers

listen and question to understand and clarify the needs of customers

use clear, simple and easy to understand language

numeracy skills to analyse, calculate and validate data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

manage stress

seek learning and development opportunities

time-management skills to handle peak periods of activity in a positive and enthusiastic manner.

Required knowledge

operational environment – customer base, company products and services

organisational communication channels

organisational performance and customer service expectations

organisational policies, procedures, protocols and guidelines, including financial delegation policy

principles of customer service

stress and time-management techniques

technology and systems.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: record data accurately demonstrate knowledge of: enterprise products and services compliance requirements performance targets meet agreed standards of contact use technology, which may be modified for use by people with a disability.
Context of and specific resources for assessment	Assessment must ensure access to: IT and telecommunications equipment workplace information and data performance management records and data quality assurance guidelines and call/contact guides.
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 onthejob performance by the candidate direct observation during contact (may be done by double jacking on telephone system) review of documentation of performance against targets review of quality assurance feedback review of accuracy of data and record entry oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services observation of practical demonstration of sourcing required information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers.

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.

Customer contact may include:	email and other electronic communications facetoface facsimile internal, external and outsourced customers letter telephone.
Contact guides or scripts may relate to:	contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements.
Sources of information may include:	brochures and pamphlets campaign briefs internet and intranet instruction or product manuals.
Product and service expertise may include:	knowledge of the features and functions of: goods, products and services ideas infrastructure private and public sets of benefits.
Enterprise policies and procedures may include:	adherence to scheduling financial and decision-making delegations referral and escalation paths scope of the services to be provided.
Equipment and systems may include:	computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems.
Technology may include:	multichannel communication, including: computer equipment telecommunications equipment.
Responding appropriately may include:	recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting a credit check.
Customer retention options may include:	loyalty programs or incentives offering value-added services or products recontracting special offers as determined by the enterprise from time to time.
Outsource environment may include customer contact environment:	servicing customers of another enterprise or business unit by agreement taking contacts for multiple enterprises taking overflow calls for another enterprise.
Organisational regulations and standards may include:	Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO204A Collect data

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to collect primary data for market research and opinion poll research activities by telephone or similar means.

Competence in this unit requires demonstration of effective data collection within organisational guidelines, developing rapport with customers to ensure the accuracy of data collected, and accurately recording data collected.

Application of the Unit

This unit applies in customer contact environments that engage in market research and data-collection activities using the telephone.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Prepare for data collection	1.1 Study and clarify survey questions and contact guide 1.2 Discuss operational boundaries and fulfilment processes with relevant personnel 1.3 Develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact 1.4 Develop proficiency in the use of the technology being used 1.5 Identify source of contact targets 1.6 Review and develop a clear understanding of the contact strategy
2. Conduct data collection for research/survey	2.1 Make contacts in the most efficient manner possible, following the contact guide within operational boundaries 2.2 Establish customer availability and willingness to participate in research 2.3 Inform customer of survey details, purpose and approximate time survey will take 2.4 Record customer responses 2.5 Answer customer queries or refer or escalate appropriately 2.6 Observe relevant codes and regulations throughout contact
3. Record results	3.1 Record outcomes and present results according to policy 3.2 Record, report and action difficulties encountered according to policy 3.3 Assess and analyse performance against agreed targets 3.4 Amend database where applicable

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

interpersonal skills to engage customer to effectively respond to survey

communication skills to:

communicate effectively

identify when clarification is required or if customer is not sure of question or response

literacy skills to:

clearly articulate questions

record findings of survey

numeracy skills to read and manipulate data

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

time-management skills to ensure call targets are achieved and work is prioritised.

Required knowledge

data-collection techniques

good market surveys or research practice

enterprise policies, procedures and guidelines as they apply to customer contact and data collection

relevant regulations and standards that apply to data collection

operational systems and technology employed in data collection.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: meet agreed data-collection targets apply prepared contact guide record data demonstrate knowledge of relevant organisational codes, regulations and standards that apply to data collection.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data relevant standards and guidelines performance management and quality assurance documentation and records.
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 onthejob performance by the candidate review of documentation of actual performance against target direct observation of adherence to call/contact guide review of accuracy and quality of data recorded direct observation of dealing with difficult contact review of quality assurance records.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO203A Conduct customer contact.

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.

Contact guide may include:	contact closing technique contact flow features and benefits of product or service greeting etiquette multichannel contact regulatory and organisational requirements.
Operational boundaries may include:	discretion to deviate from call/contact guide guidelines and parameters within which a telemarketer can operate limits of contact with the customer mandatory and voluntary requirements of data collection relevant regulatory and organisational requirements.
Relevant legislation, codes, regulations and standards may include:	Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act
Technology may be modified for use by people with a disability and may include:	telecommunications (e.g. telephone, business system) computer systems interactive medium social networking websites, such as Facebook and Myspace.
Recording outcomes may include entry of data which may be:	on prepared forms paperbased via electronic means, such as computer.
Database may include:	business directories enterprise records sales records telephone directories.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO205A Prepare for work in a customer contact environment

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to participate in customer contact operations.

Competence in this unit requires understanding of customer contact operations and requirements.

Application of the Unit

This unit applies to activity in a customer contact environment.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Relate own role to customer contact operations	1.1 Identify specific customer contact operations and relate these to the industry-wide context 1.2 Identify how customer contact activity contributes to the organisation’s goals 1.3 Identify personal customer contact role and operations 1.4 Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives 1.5 Identify the major components of the customer contact infrastructure 1.6 Relate personal operations to customer contact infrastructure
2. Reflect on personal performance	2.1 Recognise and use available resources and support effectively 2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structure 2.3 Comply with regulatory and legislative requirements 2.4 Identify personal performance requirements and expectations
3. Maintain a professional approach to employment	3.1 Display a positive and ethical approach to employment and role 3.2 Identify realistic short and longterm career objectives 3.3 Relate personal capabilities to current role and career objectives 3.4 Identify strategies for projecting a professional image in current role 3.5 Contribute to the promotion of the centre, organisation and its staff to customers
4. Participate in a workplace team	4.1 Identify team member roles and team structure 4.2 Interact cooperatively with team members

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to articulate effectively in the work environment

interpersonal skills to establish rapport and build relationships with clients, team members and stakeholders

planning and organising skills to:

manage own tasks within required timeframes

set goals and achieve performance targets

selfmanagement skills to:

comply with policies and procedures

proactively strive and selfevaluate for high standards of performance and behaviour

seek learning and development opportunities

teamwork skills to contribute positively to the team.

Required knowledge

customer base, company products and services

discipline required in a customer contact environment, including:

adherence to schedule

time keeping

industry-specific regulatory and legislative requirements

occupational health and safety (OHS) policies and guidelines

operational systems used within scope of role

organisational mission, business goals and standards

scope of customer contact operations

specific work role and key relationships.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: comply with organisational requirements demonstrate professional performance in customer contact role demonstrate effective teamwork demonstrate knowledge of industry-specific regulatory and legislative requirements.
Context of and specific resources for assessment	Assessment must ensure access to: relevant information, such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, and organisational charts peer and line manager feedback contact centre environment to observe performance.
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 direct observation of the candidate working effectively within contact centre environment or simulated environment oral and/or written questioning to assess knowledge of centre operations and own role oral and/or written questioning to assess knowledge of regulatory and legislative requirements review of quality assurance and training records review of performance management and development documentation review of peer and line manager feedback.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWOR201A Manage personal stress in the workplace.

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.

Specific customer contact operations may include:	customer support data collection information services marketing sales service provision combination of the above.
Performance requirements may include:	adherence to schedule call rates conversion rates customer satisfaction data entry quality requirements first contact resolution quality targets sales targets.
Customer contact infrastructure may include:	automatic call distribution systems contact management systems physical contact centre environment information technology networks and software systems interactive voice recognition systems internet and intranet services other centre-specific systems service level and call data reporting systems security systems telephony equipment.
Regulatory and legislative requirements may include:	code of conduct Do Not Call Register industry-specific regulatory codes and guidelines OHS quality management and assurance Privacy Act Trade Practices Act/Competition and Consumer Act.
Professional image may include:	appearance and dress standards commitment to customer service commitment to team and centre goals manner of communications positive and ethical attitude.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO301B Use multiple information systems

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Use of database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information incorporated into the performance criteria in line with the customer contact industry’s escalated use of technology. Critical aspects reviewed to succinctly address the essence of the unit. Replaces BSBCCO301A Use multiple information systems

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information. This may involve navigation between information systems using multiple windows and the maintenance of systems data while interacting with a customer.

Competence in this unit requires proficiency in the use of systems to analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.

Application of the Unit

This unit applies in customer contact environments where use of multiple information systems is required to resolve customer enquiries or complaints.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Access a range of information systems	1.1 Efficiently log on to information systems 1.2 Navigate screens efficiently to locate displays and information relevant to role 1.3 Use a database management system (DBMS) to control data access, enforce data integrity, manage concurrency, and access information 1.4 Manage use of information systems efficiently according to organisational requirements
2. Process customer information using multiple information systems	2.1 Analyse customer enquiry to identify information needs 2.2 Identify information systems required to satisfy information needs 2.3 Use information systems according to organisational processes to complete customer enquiry or transaction 2.4 Record customer information in information systems to complete customer enquiry or transaction 2.5 Use the shortest reasonable pathways to navigate between and within information systems 2.6 Maintain contact and communication with the customer while operating information systems 2.7 Verify information with customer to complete transaction
3. Identify and rectify information system and processing errors	3.1 Identify errors in information system, relevant to role 3.2 Analyse errors for their impact on information system and customers 3.3 Identify source of errors, where possible 3.4 Consult with stakeholders to identify actions to rectify errors 3.5 Arrange rectification and confirm that amendments are accurate 3.6 Inform customers of errors and take necessary action 3.7 Identify information system faults and notify relevant personnel according to policy 3.8 Recommend procedural change according to policy

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to research, identify and use information effectively

communication skills to maintain effective customer contact while using information systems

interpersonal skills to establish rapport and build relationships with customers

literacy skills to read, interpret and record information

numeracy skills to read, validate and calculate data and information

problemsolving skills to analyse and resolve issues with information systems

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to use organisational information systems.

Required knowledge

computer and system troubleshooting principles

enterprise business systems and operating platforms relevant to role

enterprise policies, procedures and guidelines regarding the use and security of information systems

social networking websites, including Facebook and Myspace

escalation process for reporting information technology issues.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply checks to ensure data is captured and errors are rectified according to established procedures demonstrate knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems navigate systems to locate required information.
Context of and specific resources for assessment	Assessment must ensure access to: relevant standards and guidelines for use of systems workplace information and data quality assurance and system user error reports troubleshooting reports and escalation reports work environment to observe operation of systems.
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 onthejob performance by the candidate direct observation of use of systems review of data entry feedback from quality assurance program review of performance management reports oral and/or written questioning to assess knowledge of systems and organisational security and operational requirements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Log on may include:	complying with information technology security protocols logging into telephone system opening most frequently used applications turning on computer equipment username and passwords to access information systems.
Information systems may include:	billing systems databases internet intranet telephone systems.
Manage use of information systems may include use of:	bookmarks decision support system office automation system transaction processing systems.
Customer may include:	colleague internal or external customer of the organisation user, purchaser or beneficiary of a service, product or process.
Information may include:	details required from core business systems or other sources in order to complete a transaction or process specific details requested by a customer or others.
Errors may include:	corrupt data data in incorrect fields inaccurate data untimely entry of data.
Stakeholders may include:	information technology department or help desk marketing department owners of database or system team leader or manager training department.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO302B Deploy customer service field staff

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Critical aspects reviewed to succinctly address the essence of the unit. Replaces BSBCCO302A Deploy customer service field staff.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to deploy field staff to fulfil service commitments to customers. It assumes the use of enterprise information systems in the deployment process.

Competence in this unit requires effective compilation, despatch and control of work requests to field staff according to organisational requirements and customer expectations.

Application of the Unit

This unit applies in customer contact environments where the effective deployment of field staff is a required customer service function.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Create a despatch job for automatic despatch	1.1 Identify the need to create a job despatch order 1.2 Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements 1.3 Enter necessary details into the appropriate work management system to create and automatically despatch job 1.4 Confirm automatic despatch, where necessary
2. Manually despatch and clear jobs	2.1 Identify the need to manually despatch a job 2.2 Communicate job details clearly to field staff 2.3 Enter job details into the appropriate work management system
3. Re-deploy field staff	3.1 Identify the need to redeploy resources according to agreed priority 3.2 Liaise with relevant stakeholders and team members 3.3 Deliver job to field staff in a timely manner 3.4 Maintain accurate records relating to resources and their deployment
4. Create and send communication to field staff	4.1 Identify need for communication and relevant customers 4.2 Create clear and concise communication according to business protocols 4.3 Check information for clarity and accuracy 4.4 Obtain appropriate approvals before sending communication 4.5 Coordinate and monitor responses to communications

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication and negotiation skills to:

work effectively with internal and external customers

listen in order to understand customer service deployment issues and undertake necessary action

literacy skills to clearly articulate requirements in work requests

numeracy skills to read and enter data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

manage stress

work in a team environment

time-management skills to work effectively in times of peak or fluctuating demand.

Required knowledge

industry-specific terminology

legislative and regulatory requirements relevant to the deployment of customer service field staff

operational environment, including customer base, company products and services

organisational policy, procedures, culture, values, mission, business goals and standards relevant to deploying customer service field staff

work deployment systems.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: communicate with customers, staff and management demonstrate knowledge of business protocols and requirements, including legislative and regulatory requirements relating to deploying customer service field staff use systems to enter, maintain and control job details.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data real or simulated workplace to discuss customer experience performance management and quality assurance documentation relevant legislation and regulatory codes.
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 onthejob performance by the candidate direct observation during actual calls and followup internal and external customer feedback review of quality assurance feedback review of data entry and error reports oral and/or written questioning to assess knowledge of business protocols and requirements, including regulatory and legislative requirements analysis of implementation of continuous improvement strategies review of actual performance against targets.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers.

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.

Job may include:	customer visits to provide services or to assess for service provision or sales installation, maintenance and repair of products or services on customer site work duties requiring travel to another site.
Resources may include:	personnel, including field operatives products tools and equipment transport.
Manual despatch may include:	email facsimile message service telephone call.
Job details may include:	details required to identify and specify the work to be undertaken estimated work time and work required name and address of customer or work site payment details special instructions.
Communication may include:	email facsimile telephone transmission of work or job request electronically.
Business protocols may include:	approved business requirements for the use of communications and work requests guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO303B Conduct a telemarketing campaign

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO303A Conduct a telemarketing campaign .

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to undertake a telemarketing campaign, which may involve both inbound and outbound calling.

Competence in this unit requires preparing, conducting and reviewing the performance of a telemarketing campaign, including managing negative or difficult contacts and completing the sales process.

Application of the Unit

This unit applies in customer contact environments with a focus on sales, using varying levels of technology.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Prepare for telemarketing campaign	1.1 Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign 1.2 Learn the features of the product or service to be marketed 1.3 Discuss operational boundaries and targets with relevant personnel 1.4 Develop proficiency in the use of relevant technology 1.5 Develop strategies to achieve sales targets 1.6 Identify and develop a clear understanding of fulfilment processes 1.7 Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards
2. Conduct planned telemarketing activity	2.1 Make customer contact in the most efficient manner possible 2.2 Conduct contact according to contact guide, and enterprise policies and procedures 2.3 Answer customer queries with professional responses, using active listening techniques 2.4 Explain features and benefits of products or services to customers, where appropriate 2.5 Improvise on contact guide content to suit customer needs 2.6 Identify positive sales responses from customers and develop them into sales opportunities 2.7 Close sales efficiently 2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy
3. Manage negative customer responses	3.1 Counter negative customer responses to the product, service or organisation with positive features and benefits 3.2 Respond politely to personal or irrelevant negative customer responses 3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly 3.4 Escalate negative customer responses appropriately 3.5 Develop strategies to recover from negative customer responses and remain positive for next contacts
4. Complete sales	4.1 Record details of sale according to procedures 4.2 Discuss and agree payment arrangements with customer and action according to organisational policy 4.3 Advise customer of payment procedures 4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols 4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable 4.6 Activate the fulfilment processes necessary to complete the sale 4.7 Apply privacy requirements during the transaction
5. Record campaign results	5.1 Collate and present contact records according to organisational policy 5.2 Record and report difficulties not escalated 5.3 Analyse performance against agreed targets to identify future improvements 5.4 Amend errors and omissions in databases

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

customer service skills to deliver professional customer service and sales support

interpersonal skills to establish rapport and build relationships with customers

literacy skills to communicate and articulate information and advice effectively

numeracy skills to analyse, calculate and validate data

problem-solving skills to undertake credit risk evaluations that meet organisational credit policy requirements

sales skills to maximise every contact and sales result

selfmanagement skills to:

conduct activity in a positive and result-focused manner

comply with policies and procedures

manage stress

remain calm when under pressure

seek learning and development opportunities

work in a team environment.

Required knowledge

legislative and regulatory codes and requirements relating to conducting a telemarketing campaign

marketing principles and practice

operational environment:

customer base

company products and services

organisational policies and protocols associated with customer service and sales

sales techniques

fulfilment processes

technology and systems employed.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: meet agreed contact and sales ratios achieve sales targets apply preprepared contact guide manage negative customer contact without disrupting operations record sales, payments and delivery arrangements successfully handle difficulties incurred during campaign demonstrate knowledge of legislative and regulatory codes and requirements.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data, including call/contact guides performance management, sales performance and quality assurance documentation and records relevant legislation, regulatory requirements, organisational standards and guidelines.
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 onthejob performance by the candidate review of performance and sales results direct observation during sales process, including negative customer contacts oral and/or written questioning to assess knowledge of sales techniques, and legislative and regulatory requirements review of quality assurance records audit of customer and sales records.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO304C Provide sales solutions to customers BSBCUS301B Deliver and monitor a service to customers.

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.

Contact guides may include:	contact-closing techniques contact flow escalating policy features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements.
Telemarketing campaigns may include:	customer retention activities, such as recontracting, loyalty and incentive programs and offering value-added services fundraising product sales service sales up selling and cross selling.
Product or services may include:	goods ideas infrastructure private and public sets of benefits.
Operational boundaries may include:	discretion to deviate from the call/contact guide guidelines and parameters within which the telemarketer can operate limits of contact with the customer mandatory and voluntary requirements relevant regulatory, legislative and organisational requirements.
Technology may be modified for use by people with a disability and include:	information systems sales tracking technology telecommunications systems.
Sales targets may include:	call volumes conversion rates sales made retention rates.
Relevant legislation, codes, regulations and standards may include:	Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act
Negative customer responses may include:	criticising the product or organisation crude or offensive language declining further contact personal insults or threats.
Payment arrangements may include:	cash cheque credit card EFTPOS money order payment on delivery.
Credit card details may include:	cardholder details card number card expiry date.
Databases may include:	business directories organisational records sales records telephone directories.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO304C Provide sales solutions to customers

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Escalation of contact incorporated in range statement. Replaces BSBCCO304B Provide sales solutions to customers.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to process sales enquiries requiring complex solutions and to follow up to ensure customer satisfaction.

Competence in this unit requires effective customer service and sales skills, and the provision of the required levels of sales support for customers. It may involve performing credit checks and using systems and technology at varying levels.

Application of the Unit

This unit applies in inbound and outbound customer contact environments where sales are an element of the role.

The work is undertaken with some supervision and guidance.

Sales may include up-sell or cross-sell activities, as well as new sales or retention activities, such as re-contracting or applying loyalty programs.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Identify customer needs	1.1 Question customers in detail and listen actively to determine product and service requirements 1.2 Verify and agree customer needs with the customer 1.3 Access existing customer records and offer technical and specialist advice to customer, where such advice is considered beneficial to the closing of the sale and customer understanding and decision making 1.4 Identify customer’s financial limitations 1.5 Discuss estimates and quotes with team and specialist staff if necessary, prior to submission to customer
2. Respond to customer needs	2.1 Prepare, present and discuss estimates and quotes with customer, as the role permits 2.2 Explain fully benefits of the various options and pricing structures to the customer 2.3 Give customer the opportunity to question options and quotes provided 2.4 Promote advantages of dealing with the organisation 2.5 Manage customer objections effectively by promoting specific benefits
3. Close sales	3.1 Agree on product or service to be purchased with the customer 3.2 Establish customer’s preferred purchase and payment arrangements 3.3 Finalise documentation relating to sale and forward to customer for agreement and signature 3.4 Negotiate and arrange payment method with customer 3.5 Conduct appropriate credit checks 3.6 Clearly record delivery/installation arrangements as agreed with customer 3.7 Comply with relevant legislation, codes, regulations and standards during the contact and sale
4. Input sales records	4.1 Fully record details of sale 4.2 Amend existing customer records where appropriate 4.3 Initiate invoices according to organisational policy 4.4 Organise delivery/installation according to organisational policy
5. Provide sales support where required	5.1 Verify customer satisfaction after delivery/installation 5.2 Identify additional action to satisfy customer needs 5.3 Initiate action in an efficient and timely manner

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to communicate with internal and external customers

customer service and sales skills to operate within sales environment

literacy skills to clearly articulate information and advice

negotiation skills to work with difficult contacts or situations

numeracy skills to accurately analyse and validate data

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to apply a range of problemsolving strategies

selfmanagement skills to:

comply with policies and procedures

evaluate and monitor own performance

have confidence in own ideas

seek learning and development opportunities

work in a team environment.

Required knowledge

estimate and quote procedures

marketing and sales principles and practices

organisational pricing policies

organisational protocols associated with customer service and sales

statutory, regulatory and legislative requirements relating to providing sales solutions to customers.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: match product or service to customer need clearly explain prices relating to product or service offered apply appropriate credit checks arrange customer payments reach agreement with customers as to payment and delivery arrangements record sales, payments and delivery arrangements.
Context of and specific resources for assessment	Assessment must ensure access to: relevant standards, guidelines and legislation workplace information and data relevant resources work environment or simulated customer contact centre to observe interaction with customers.
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 onthejob performance by the candidate direct observation of interaction with customers review of record of sale and customer satisfaction review of agreed payment methods and credit checks oral and/or written questioning to assess knowledge of security and operational systems and organisational requirements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers.

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.

Product and service requirements may include:	different products or services that meet customer needs, which may include: pricing differentials product models product or service mixes product or service types.
Technical and specialist advice may include:	discussion with: product or service specialists product or service providers marketing staff escalation of contact to: product or service specialists product or service providers marketing staff.
Sale may include:	amendments to previous sale arrangements product or service purchase provision variation to existing product or service upgrade of current product or service.
Purchase and payment arrangements may include:	cash cheque credit card direct debit money order payment on delivery.
Credit checks may be:	automated undertaken by sales person or by specialist staff within the organisation.
Relevant legislation, codes, regulations and standards may include:	Consumer Credit Code equal employment opportunity and anti-discrimination legislation Privacy Act Telecommunications Act Trade Practices Act/Competition and Consumer Act

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO305B Process credit applications

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. BSBCCO305A Process credit applications

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to handle credit applications or arrangements for customers with no credit rating or a poor credit rating and as required by an organisation.

Competence in this unit requires sound credit assessment outcomes, arrangement of effective debt-recovery initiatives or programs, and negotiation of various outcomes with customers.

Application of the Unit

This unit applies in customer contact environments where assessing credit risk and recovering debts are either core functions or elements of broader customer service and sales delivery.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Review and evaluate credit application	1.1 Review application to determine customer details and amount of credit required 1.2 Check existing customer records for payment history and credit standing 1.3 Obtain customer credit rating according to credit management procedures 1.4 Establish customer’s credit rating and ability to repay credit advances
2. Process credit application	2.1 Approve or decline application according to organisational policy and relevant legislation, codes, regulations and standards 2.2 If declining, explain the decision to the customer and discuss alternative arrangements as necessary 2.3 Advise customer of appeal rights where appeal provisions exist and apply
3. Negotiate credit application details with customer	3.1 Negotiate and agree payment arrangements with customer where credit approval is granted 3.2 Escalate difficulties experienced in customer negotiations according to organisational policy
4. Complete administrative arrangements	4.1 Complete and forward appropriate documentation to customer 4.2 Organise credit arrangements and record details according to organisational policy and legislative requirements 4.3 Notify customer of payment arrangements according to organisational procedures 4.4 Regularly monitor and follow up customer commitments 4.5 Resolve outstanding issues relating to credit application in an efficient and timely manner

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication and negotiation skills to:

effectively and clearly communicate with customers at all levels

listen and ask questions to understand and clarify the needs of internal and external customers

conflict resolution skills to effectively and calmly manage and resolve conflict situations

literacy skills to clearly articulate information and advice via all contact media

numeracy skills, including:

budgeting

financial management to solve credit issues and problems

problemsolving skills to apply a range of problem-solving strategies

selfmanagement skills to:

comply with policies and procedures

manage personal stress during difficult customer contact

seek learning and development opportunities.

Required knowledge

conflict resolution and negotiation techniques to facilitate effective customer service resolution

credit and debt-recovery principles and techniques

financial delegations and limits applied within organisation and specific to role

legislative, regulatory and industry code requirements in relation to credit approval processes

organisational credit management policies and procedures

stress-management techniques to avoid burnout and personal pressure.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply organisational credit procedures determine customer capacity to pay discuss and explain nonapproval to customers negotiate credit terms and payment arrangements with customers demonstrate knowledge of legislative, regulatory and industry code requirements.
Context of and specific resources for assessment	Assessment must ensure access to: organisational credit policies and standard operating procedures workplace information and data relevant information on legislation, regulations, codes of practice, hardship programs and standards.
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 onthejob performance by the candidate oral and/or written questioning to assess knowledge of credit policies and procedures review of calculations of capacity to pay and payment arrangements review of quality assurance and performance management records review of notes on accounts review of customer’s adherence to payment arrangements or arrears history direct observation during credit application contact.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCUS301B Deliver and monitor a service to customers BSBWOR201A Manage personal stress in the workplace.

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.

Credit management procedures may include:	call-handling processes escalation process financial delegation and authorisation limits hardship policies internally developed guidelines referral to specialist groups.
Relevant legislation, codes, regulations and standards may include:	credit and finance Acts and codes Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information hardship policies industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act
Payment arrangements may include:	agreed instalments cash cheque credit card direct debit EFTPOS electronic payment, e.g. BPAY.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO306B Process complex accounts

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO306A Process complex accounts

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to handle difficult contacts relating to customer billing and customer accounting, primarily where the customer is defaulting.

Competence in this unit requires excellent customer service skills and acceptable overall outcomes for the business and the customer.

Application of the Unit

This unit applies in customer contact environments where the contact involves dealing with defaulting customers facing severance of services or challenges relating to payment of bills.

This work is undertaken under supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Receive and review a customer default enquiry or case	1.1 Receive and review customer enquiry to identify details of case 1.2 Obtain additional information to assist in resolving case 1.3 Review options to resolve case with other staff members, where appropriate 1.4 Obtain specialist and team member advice, and escalate where necessary 1.5 Consider eligibility for hardship program 1.6 Observe relevant legislation, codes, regulations and standards 1.7 Develop initial advice to be given to customer
2. Negotiate payment with defaulting customers	2.1 Consult with customer on the suggested course of action and options 2.2 Assess customer response to the consultation 2.3 Develop realistic settlement options giving consideration to policy, customer response and payment history 2.4 Offer and agree on a payment option with the customer according to organisational policy 2.5 Record revised payment options as agreed with customer and according to organisational procedures
3. Advise defaulting customers of cancellation	3.1 Advise defaulting customers of service or product cancellation 3.2 Negotiate successful product return with customer where appropriate 3.3 Explain debt-recovery process to customer 3.4 Initiate debt-recovery process
4. Manage default actions	4.1 Follow up payment, debt recovery or product return to ensure completion of case 4.2 Amend customer records according to organisational procedures 4.3 Follow organisational default and credit-management procedures

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to:

articulate information and advice across all media

deal effectively with internal and external customers in a range of situations

use active listening and questioning to pick up and explore subtle comments or tones that may help understand or resolve the issue

customer service skills to negotiate mutually acceptable outcomes with defaulting customers

negotiation skills to get a positive result to a difficult situation or contact

numeracy skills to analyse, understand and manipulate data as required during contact

problemsolving skills to resolve problems in the most effective and efficient manner

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment.

Required knowledge

conflict resolution and negotiation techniques to facilitate effective resolution of customer service issues

customer service protocols

escalation processes

legislative, regulatory and industry code requirements relating to account requirements

organisational billing and credit procedures

organisational financial delegations and authorisation limits

product and service charges

risk assessment and management principles

stress-management techniques to avoid burnout and personal pressure.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop options for meeting customer default enquiry appropriately escalate contact issues successfully negotiate with customer, including payment arrangements implement an appropriate and timely debt-recovery process demonstrate knowledge of legislative, regulatory and industry code requirements.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information, reporting and data information on relevant legislation, regulations, codes of practice and standards information on organisational policies and standard operating procedures financial delegations and authorisation limits.
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 onthejob performance by the candidate oral and/or written questioning to assess knowledge of organisational procedures, and legislative and regulatory requirements, including hardship programs, escalation process, and financial delegations and authorisation limits review of internal and external customer feedback direct observation during contact review of documentation, including related work requests review of quality assurance and performance management feedback.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers.

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.

Receiving customer enquiry may include:	direct contact with customer escalated enquiry referred contact with customer written enquiry by letter, email or facsimile.
Hardship programs may include:	agreed position to avoid severance of service extended payment arrangements financial and budgeting counselling or advice reduced payment arrangements referral to financial counsellors.
Relevant legislation, codes, regulations and standards may include:	credit and finance Acts Consumer Credit Code equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act
Payment options may include:	consideration of future payments due extended payment due date postponed payment reasonable payment up front and extended terms reduced payments over extended term.
Service or product cancellation may include:	recall of product or equipment termination of service, such as electricity or mobile phone service.
Credit-management procedures may include:	call-handling processes escalation processes financial delegation and authorisation limits hardship policies internally developed guidelines referral to specialist groups.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO307A Work effectively in customer contact

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to conduct customer contact operations. It requires an understanding of organisational requirements, expectations, policies and procedures.

Application of the Unit

This unit applies to activity in a customer contact environment.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

Not applicable.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Identify requirements of the customer contact role	1.1 Identify specific customer contact operations and relate these to the industry-wide context 1.2 Identify the role of customer contact in relation to the organisation 1.3 Identify personal customer contact role and operations 1.4 Relate personal operations to organisation’s customer contact objectives 1.5 Identify the major components of the customer contact infrastructure 1.6 Relate personal operations to customer contact infrastructure
2. Manage personal performance	2.1 Use available resources, systems and support effectively 2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures 2.3 Comply with organisational, regulatory and legislative requirements 2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them 2.5 Identify and participate in performance management and development processes
3. Maintain a professional approach to employment	3.1 Display a positive and ethical approach to employment and role 3.2 Identify realistic short and long-term career objectives 3.3 Relate personal capabilities to current role and career objectives 3.4 Identify strategies for projecting a professional image in current role 3.5 Contribute to the promotion of the organisation and its staff to customers
4. Participate in a workplace team	4.1 Identify team member roles and team structure and interact cooperatively with team members 4.2 Recognise, acknowledge and contribute to the formation and achievement of team objectives 4.3 Recognise and respond positively to conflict within team 4.4 Provide feedback to enhance team performance

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to articulate effectively in the work environment

goal setting and planning skills to achieve performance targets

interpersonal skills to establish rapport and build relationships with clients, team members and stakeholders

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to show independence and initiative in identifying and effectively solving conflict and problems

selfmanagement skills to:

comply with policies and procedures

proactively strive and self-evaluate for high standards of performance and behaviour

seek learning and development opportunities

teamwork skills to contribute positively to the team.

Required knowledge

customer base, company products and services

discipline required in a customer contact environment, including:

adherence to schedule and rostering requirements

performance management

industry-specific regulatory and legislative requirements in relation to customer service

occupational health and safety (OHS) policies and guidelines

operational systems used within scope of role

organisational mission, business goals and standards

organisational policies, procedures and guidelines in relation to customer service requirements

scope of customer contact operations

specific work role and key relationships.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: demonstrate professional performance, compliance and adherence to KPIs in contact centre role demonstrate effective teamwork demonstrate knowledge of industry-specific regulatory and legislative requirements and how they apply to work performance.
Context of and specific resources for assessment	Assessment must ensure access to: relevant information, such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, and organisational charts peer and line manager feedback contact centre environment to observe performance.
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 direct observation of the candidate working effectively within contact centre environment oral and/or written questioning to assess knowledge of centre operations and own role oral and/or written questioning to assess knowledge of regulatory and legislative requirements review of quality assurance and training records review of performance management and development documentation review of peer and line manager feedback.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWOR201A Manage personal stress in the workplace.

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.

Specific customer contact operations may include:	customer support data collection information services marketing sales service provision combinations of the above.
Customer contact infrastructure may include:	automatic call distribution system contact management systems information technology networks and software systems interactive voice recognition systems internet and intranet services other centre-specific systems service level and call data reporting systems security systems telephony equipment.
Systems may include:	automated call distribution (ACD) customer relationship management (CRM) complaint management database information database knowledge management applications schedules voice over IP applications.
Key performance indicators may include:	those on customer satisfaction those on customer effort monitoring time taken to answer calls operating within reporting protocols score tools, such as net promoter understanding metrics.
Organisational processes may include:	attending to forecasted calls working in a team.
Organisational, regulatory and legislative requirements may include:	code of conduct Do Not Call Register industry-specific regulatory codes and guidelines OHS quality management and assurance Privacy Act Trade Practices Act/Competition and Consumer Act.
Performance requirements may include:	adherence to schedule call rates conversion rates customer satisfaction data entry quality requirements first contact resolution quality targets sales targets.
Professional image may include:	appearance and dress standards commitment to customer service commitment to team and centre goals manner of communications positive attitude.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO308A Conduct outbound customer contact

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to make outbound contacts in relation to enquiries or sales of particular products and services.

Competence in this unit requires initiating a wide range of customer contacts over a variety of communication methods. Compliance with organisational, legislative and regulatory requirements is required, as is the ability to respond in a manner that meets both customer and business needs.

Application of the Unit

This unit applies in outbound customer contact environments where a variety of communication channels and technologies are used.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Prepare for outbound contact	1.1 Identify contact details and apply a clear understanding of organisational policies and procedures 1.2 Obtain and study product and service details relating to customer contact 1.3 Study prepared contact guides or scripts 1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage contact 1.6 Clarify details as required with relevant manager
2. Conduct outbound contact	2.1 Greet customer according to organisational protocol and in a manner that encompasses cultural diversity 2.2 Use the contact guide efficiently to conduct the contact 2.3 Answer enquiries and negotiate with customers according to policy 2.4 Escalate enquiries that cannot be satisfied immediately 2.5 Conduct contact closure according to policy
3. Arrange provision of a product or service	3.1 Respond appropriately to customer requirements and identify relevant options 3.2 Select appropriate product or service in consultation with customer 3.3 Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer 3.4 Consider customer retention options that can be applied to the contact 3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive
4. Manage customer contact	4.1 Record details of contact according to policy 4.2 Record and report difficulties not escalated that may present an opportunity for continuous improvement 4.3 Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases 4.4 Escalate enquiries or orders that cannot be satisfied immediately 4.5 Supply followup information to customer as required and in a timely manner 4.6 Observe relevant legislation, codes, regulations and standards throughout transaction

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

customer service skills to deliver required level and quality of customer service

communication skills to:

articulate effectively over the required channels

relate to people from diverse backgrounds and with diverse abilities

use listening and questioning to understand and clarify the needs of customers

interpersonal skills to:

establish rapport and build relationships with customers

handle difficult customers

negotiation skills to persuade customers and elicit buy-in on the sale of product or service

numeracy skills to analyse, calculate and validate data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

handle peak periods of activity in a positive and enthusiastic manner

manage stress

seek learning and development opportunities

work in a team environment.

Required knowledge

operational environment, including:

company products and services

customer base

organisational communication channels

organisational performance and customer service expectations

organisational policies, procedures, protocols and guidelines, including financial delegation policy

principles of customer service

principles of sales and negotiation

stress and time-management techniques

technology and systems.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: record data demonstrate knowledge of enterprise products and services and compliance requirements meet agreed standards of contact achieve performance targets use technology, which may be modified for use by people with a disability.
Context of and specific resources for assessment	Assessment must ensure access to: IT equipment workplace information and data performance management records and data quality assurance guidelines and call/contact guides.
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 onthejob performance by the candidate direct observation during contact, which may be done by double jacking on telephone system review of documentation of performance against targets review of quality assurance feedback review of accuracy of data and record entry oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services observation of practical demonstration of sourcing required information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers.

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.

Organisational policies and procedures may include:	adherence to scheduling scope of the services to be provided financial and decision-making delegations referral and escalation paths.
Products and services may include:	goods ideas infrastructure private and public sets of benefits.
Customer contact may include:	email and other electronic communications facetoface facsimile internal, external and outsourced customers letter telephone.
Contact guides or scripts may relate to:	contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements.
Sources of information may include:	brochures and pamphlets campaign briefs internet and intranet instruction or product manuals.
Equipment and systems may include:	computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems.
Contact closure may include:	a shortened sales cycle overcoming objections asking defining questions maximising opportunities managing complex negotiations increasing productivity and time management moving to transaction discussion once interest has been elicited.
Responding appropriately may include:	recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting credit checks.
Customer retention options may include:	loyalty programs or incentives offering value-added services or products recontracting special offers as determined by the organisation from time to time.
Outsource environment may include:	customer contact environment servicing customers of another enterprise or business unit by agreement customer contact environment taking contacts for multiple enterprises customer contact environment taking overflow calls for another enterprise.
Relevant legislation, codes, regulations and standards may include:	Consumer Credit Code Do Not Call Register equal employment opportunity and antidiscrimination legislation freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO309A Develop product and service knowledge for customer contact operation

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity.

Knowledge of products and services may be used for customer liaison, presenting information or for the sales process.

Application of the Unit

This unit applies to individuals in a small, medium or large enterprise across a wide variety of industries and contexts who develop their product and service knowledge prior to undertaking customer contact activities.

This work is undertaken with some supervision and guidance.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Acquire knowledge of products and services in a specified area	1.1 Identify information sources about products and services in a specified area and evaluate them for reliability and validity 1.2 Identify purpose and use of product and service 1.3 Identify and evaluate key features of the products and services 1.4 Identify and evaluate strengths and weaknesses of the products and services 1.5 List relevant product and service support details
2. Evaluate the full range of products and services in a designated area of business	2.1 Use a range of information sources to identify the range of products and services in a designated area of business 2.2 Compare features, benefits, strengths and weaknesses of the range of products and services available 2.3 Establish relative standing of the organisation’s products and services with the alternatives to communicate differences to the buyer or user
3. Convert product and service knowledge into benefits	3.1 Identify features of the products and services that have potential buyer or user appeal 3.2 Present relevant features of the products and services as benefits to the stakeholder 3.3 Present benefits of the products and services within the context of organisational requirements and legislation

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

information management skills to summarise information verbally and in writing

literacy and numeracy skills to:

interpret product and service features and sales data

summarise information obtained from a variety of sources, including verbal, written and visual

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

work in a team environment.

Required knowledge

features, benefits, strengths and weaknesses of the range of products and services available within a designated business

industry alternatives, trends and developments as they apply to products and services

organisational structure, roles and responsibilities, policies, procedures, product labelling and descriptions

potential user or buyer markets

processes used when describing products and services

key provisions of relevant legislation that affect business operations, such as:

antidiscrimination

consumer protection

contract law legislation

ethical principles relating to:

privacy laws

Trade Practices Act/Competition and Consumer Act.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: identify key features and benefits of products and services within area of business demonstrate knowledge of organisational products and services.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data information sources about an organisation’s products, services or ideas office equipment and resources.
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 portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of presentation of key features and benefits to customers in a real or simulated context oral or written questioning to assess knowledge of features, benefits, strengths and weaknesses of organisation’s and alternative products and/or services review of evaluation of information sources about products in a specified area evaluation of strengths and weaknesses established for competitors’ products.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Information sources may include:	associations catalogues claims of competitive sales people competitor websites competitor sales literature external sales data sources, such as warehouse withdrawals internal sales data records other company personnel sales conventions team members trade association magazines trade shows.
Products and services may include:	goods ideas infrastructure private and public sets of benefits.
Features may include:	brand colour country of origin covenant manufacturer product care details safety aspects shelf life size style warnings.
Organisational requirements may include:	level of client service required policies and procedures, which are formally documented and available for reference in the workplace.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO403A Schedule customer contact activity

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to schedule customer contact activity. It requires the skills and knowledge to manage customer contact schedules using manual and electronic systems.

Application of the Unit

This unit applies to any customer contact environment.

This work can be undertaken by specialist staff, administration organisers, operational team leaders or those with supervisory responsibility, depending on the size and structure of the contact centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Analyse contact traffic data	1.1 Access contact traffic data 1.2 Identify contact traffic patterns over short and long intervals 1.3 Identify anomalies and nonrecurring events in contact patterns
2. Review forecasting and planning	2.1 Incorporate the identified range of contact centre or customer contact phenomena into resource planning 2.2 Incorporate the issues arising from the impact of customer contact phenomena when forecasting and planning
3. Plan labour requirements	3.1 Determine basic inputs to queuing tools 3.2 Calculate resources required using queuing tools 3.3 Adjust results to account for quantitative and qualitative factors 3.4 Schedule levels of forecasted call and contact traffic 3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs 3.6 Use the available skill base appropriate to schedule the most effective use of human resources 3.7 Communicate schedules to staff within designated timelines

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to:

communicate with personnel at all levels

conduct effective formal and informal meetings

express ideas and concepts

supervisory skills to gain trust and confidence of colleagues and stakeholders

numeracy skills to:

carry out basic arithmetical calculations

apply financial understanding to adhere to budgetary resources

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to organise data and information.

Required knowledge

budgeting principles

contact traffic measurement systems

operating environment requirements and objectives

organisational communication methods

queuing and forecasting tools

techniques for scheduling call and contact traffic.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: prepare customer contact schedules demonstrate knowledge and use of key features of contact traffic measurement systems.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities standards and guidelines in relation to customer contact scheduling.
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 onthejob performance by the candidate review of call and contact traffic schedules for a range of timeframes, including consideration of contingencies and external factors oral and/or written questioning to assess knowledge of the impact of customer contact phenomena on forecasting review of stakeholder feedback on service.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO404A Gather, collate and record information BSBCUS401B Coordinate implementation of customer service strategies.

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.

Contact traffic data may include:	data extracted from customer contact systems that can: detail statistics of numbers, types and times of contact be sorted and tabulated for individual agents and groups of agents data on other types of contact, including: email facetoface letters SMS (text messages) website.
Intervals may include:	periods for reporting, which may be: annual daily half hourly hourly seasonal weekly.
Contact centre or customer contact phenomena may include:	administration duties billing and credit issues climate, environmental and health factors equipment failures escalating contacts excessive call lengths excessive leave commitments external influences or factors marketing and competitor activity media attention training periods and team meetings.
Queuing tools may include:	Erlang B and C tools facilities within automated call distribution (ACD) systems that provide the capacity to sort and queue different types of calls according to preset business rules.
Quantitative and qualitative factors may include:	contact cost considerations marketing activity seasonal variations variations in staff availability variations in staff experience and skills and knowledge.
Scheduling may include:	business demands, goals and key performance indicators (KPIs) forecasting enquiries, by using a forecasting model that uses weighted averages from previous scheduling periods, including: calls email escalations mail employee preferences heuristic, where call sequence is ordered by customer balance legislation and regulations operational constraints scheduling methods, such as: batch optimised: hourly scheduling (16-hourly lists) dynamic optimised: hourly scheduling (re-optimised at the beginning of every hour) work function projections, incorporating quality and quantity.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO404A Collect, analyse and record information

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to gather, collate and record information from a variety of sources, including database systems.

Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected according to organisational, legislative and regulatory requirements. It also requires efficient use of relevant technology.

Application of the Unit

This unit applies in environments where accurate and detailed records of contacts are a mandatory requirement of the role. This may or may not involve using interview recording technology.

This work is undertaken under supervision.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Obtain, record and analyse information	1.1 Identify information sources 1.2 Collect and record information according to organisational procedures and legislative and policy requirements 1.3 Collate and sort collected information in relation to the purpose for which it is being obtained 1.4 Ensure contents of recording forms and reports used meet organisational processes
2. Reduce, describe and review information	2.1 Identify information that is to be analysed and identify analysis methodology and analysis processes 2.2 Reduce and describe subject to support the development of interpretations 2.3 Review the appropriateness of the reduced information according to organisational processes 2.4 Archive information not used in the reduction and description processes for future reference
3. Develop inferences	3.1 Test interpretations to review credibility and consistency 3.2 Refine and consolidate interpretations to strengthen inferences drawn 3.3 Formulate inferences from facts and tested interpretations, incorporating chain of reasoning to ensure transparency to clients and users 3.4 Inform clients and users about assumptions in the arguments leading to inferences 3.5 Assess and report the relationship between information developed and probable interpretations, ensuring validity and compliance with organisational guidelines 3.6 Develop sound recommendations that inform users of intelligence analysis outcomes

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to analyse information and data

communication skills to:

articulate information

provide advice and instructions

prepare and compile detailed statements and reports

use questioning and listening skills to understand and resolve issues raised

numeracy skills to analyse, record and store data according to organisational requirements

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

information types and their sources

procedures and security measures for accessing, storing, retrieving and sharing data from databases

procedures for use of evidence and contact recording technology

rights of individuals in relation to the conduct of interviews and statement compilation

statutory, regulatory and legislative requirements relating to information collation.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: collate information record primary data used, including audiotapes and statement if relevant to role analyse, interpret and summarise information and make recommendations based on the outcomes of the analysis demonstrate knowledge of statutory, regulatory and legislative requirements.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines.
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 onthejob performance by the candidate review of statements review of compliance with statutory, regulatory, legislative and organisational requirements oral and/or written questioning to assess knowledge of storage and disposal of information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Information sources may include:	colleagues community groups community leaders crime, accident and incident scenes customers general public individuals information databases local government local media schools specific target groups, in the case of opinion polls and surveys.
Information may include:	addressing public order and general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing and supporting court hearings and matters.
Recording forms and reports may include:	handwritten and electronic pro formas and reporting styles use of organisation’s enterprise information system.
Organisational requirements may include:	accurate complete concise in the correct format legible understandable.
Analysis may include:	causative or predictive descriptive or explorative quantitative and qualitative or both.
Analysis methodology may include:	biographical analysis comparative analysis Delphi technique demographics or geographical analysis historical analysis hypothesis development link analysis scenario generation.
Analysis processes may include:	inductive: interpreting raw information identifying trends or patterns and testing them deductive: beginning with a hypotheses and testing it lateral, critical or creative processes using problem-solving techniques and decision making.
Reduced information may include:	charts diagrams lists summaries tables.
Reduction and description processes may include:	testing of logical reasoning consideration of balance objectivity critical evaluation of additional information collection.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO405A Survey stakeholders to gather and record information

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to survey stakeholders to gather and record information.

Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected according to organisational, legislative and regulatory requirements. It also requires efficient use of relevant technology.

Application of the Unit

This unit applies in environments where accurate and detailed records of contacts are a mandatory requirement of the role. This involves using interview recording technology.

This work is undertaken under supervision.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Obtain, record and analyse information from the community	1.1 Identify information sources 1.2 Collect and record information according to organisational procedures and legislative and policy requirements 1.3 Collate, sort and analyse information collected in relation to the purpose for which it is being obtained 1.4 Ensure contents of recording forms and reports are in line with organisational requirements
2. Take and compile statements	2.1 Take comprehensive statements from sources appropriate to the matter being investigated according to organisational procedures and legislative and policy requirements 2.2 Use active listening when taking accurate statements from people
3. Conduct interviews	3.1 Plan, manage and conduct interviews to gather maximum amount of information relevant to the matter being examined 3.2 Treat all interviewees fairly and equitably 3.3 Conduct and record interviews according to legislation, policy and procedures
4. Use information and database systems	4.1 Enter information into database, adhering to data entry security procedures 4.2 Identify and use appropriate sources of information when recording data 4.3 Access and store information according to legislation, policy and procedures
5. Use interview and evidence recording equipment	5.1 Operate recording equipment according to legislation, policy and procedures 5.2 Produce records according to organisational requirements and procedures 5.3 Maintain equipment and usage logs in good order
6. Conduct follow-up activity with other members of the organisation	6.1 Identify and use communication links within the organisation to exchange information 6.2 Assess the relevance of information received in terms of its intended purpose 6.3 Dispose of irrelevant information according to legislation, policy and procedures

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to analyse information and data

communication skills to:

articulate information, advice and instructions

question and listen in order to understand and resolve issues raised

interpersonal skills to establish rapport and build relationships with stakeholders

literacy skills to prepare and compile detailed statements and reports

numeracy skills to analyse, record and store data according to organisational requirements

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

information types and their sources

procedures and security measures for accessing, storing, retrieving and sharing data from databases

rights of individuals in relation to the conduct of interviews and compilation of statements

statutory, regulatory and legislative requirements relating to surveying stakeholders

use of evidence and contact recording technology.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: record interviews, including audiotapes and statements if relevant to role demonstrate interview techniques demonstrate knowledge of statutory, regulatory and legislative requirements relating to surveying processes.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines.
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 onthejob performance by the candidate review of statements or recording of details of contacts review of compliance with statutory, regulatory, legislative and organisational requirements oral and/or written questioning to assess knowledge of interviewing techniques and outcomes oral and/or written questioning to assess knowledge of storage and disposal of information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Information sources may include:	colleagues community groups community leaders crime, accident and incident scenes customers general public individuals information databases local government local media schools specific target groups – in the case of opinion polls and surveys.
Information may include:	addressing public order and general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing and supporting court hearings or matters.
Recording forms and reports may include:	handwritten and electronic pro formas and reporting styles use of organisation’s enterprise information system.
Organisational requirements may include:	accurate complete concise in the correct format legible understandable.
Comprehensive statements may include:	all details required by the organisation all information required for the investigation or research task records in a format that comply with the legal requirements for statements; where appropriate and legal, statements may also be recorded in forms other than written, such as audiotape or audiovisual (video) tape.
Recording equipment may be modified for use by people with a disability and may include:	audiotape recorders authorisation, storage and filing of original and duplicates of tapes and film basic fingerprinting equipment video cameras and recording equipment.
Records must be:	authorised, stored and assessed in line with organisational procedures clear, audible and presentable.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO406A Run a multicentre

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems to oversee a multicentre.

Running a multicentre may entail being responsible for staff involved in delivering customer service. The work will occur within the organisation’s policies and procedures framework.

Application of the Unit

This unit applies in customer contact environments that administer product and service support or sales, or address information enquiries from consumers.

A multicentre may be operated through extensive open workspaces, with work stations that may include computers and a telephone set/headset connected to a telecom switch.

Multicentres can be independently operated or networked with additional centres and linked to a corporate computer network.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Plan the oversight of a multicentre	1.1 Assess the nature of the multicentre 1.2 Incorporate needs of customers in planning processes 1.3 Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Monitor, adjust and review multicentre service	2.1 Use appropriate strategies to monitor progress in achieving product and service targets and standards 2.2 Use appropriate strategies to obtain customer feedback to improve the provision of products and services 2.3 Develop, procure and use resources to provide quality products and services to customers
3. Review service	3.1 Make decisions to overcome problems and to adapt customer service and product delivery in consultation with appropriate individuals and groups 3.2 Assist colleagues to overcome difficulty in meeting customer service standards and to escalate enquiries appropriately 3.3 Manage records, reports and recommendations within the organisation’s systems and processes

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication, coaching and mentoring skills to provide support to colleagues

planning and organising skills to organise customer product and service delivery

problemsolving skills to deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

multicentre service requirements

techniques for solving complaints, including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: deliver quality customer service, incorporating plans, policies and procedures solve complex customer issues and multicentre system problems that lead to poor customer service demonstrate knowledge of techniques for solving complaints.
Context of and specific resources for assessment	Assessment must ensure access to: appropriate documentation and resources normally used in the workplace.
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: assessment of written reports demonstration of service-delivery techniques direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of performance in role plays evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards review of strategies developed and used to monitor progress in achieving product and service targets and standards review of records, reports and recommendations about managing customer service.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Nature of the multicentre may include:	independently operated or networked with additional centres a corporate computer network, including mainframes, microcomputers and local area networks (LANs) telephony voice and data pathways linked through computer telephony integration (CTI).
Customers may be:	board members clients and purchasers of services coworkers and fellow frontline managers members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services.
Quality may refer to:	characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Strategies may refer to:	databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers longterm or shortterm plans for monitoring achievement of key performance indicators and targets and evaluating their effectiveness policies and procedures questionnaires, survey and interviews training and development activities.
Products and services may include:	goods ideas infrastructure private and public sets of benefits.
Resources may include:	buildings and facilities equipment finance information people power and energy technology time.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO407A Administer customer contact technology

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage, program, monitor and rectify problems with telecommunications technology.

Competence in this unit requires the ability to maintain, troubleshoot, modify and improve the functioning of multichannel equipment; liaise with internal or external information technology support areas as necessary; and report appropriately and accurately.

Application of the Unit

This unit applies to the administration of potentially complex customer contact multichannelled systems in a customer contact environment.

This work may be undertaken by a specialist, team leader or manager, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Reprogram multichannel system software	1.1 Confirm details of request for system changes with relevant stakeholders 1.2 Select appropriate reprogramming methods 1.3 Implement procedures for reprogramming multichannel systems 1.4 Check and confirm outcome of reprogramming against initial request 1.5 Initiate action to address reprogramming requirements
2. Produce system reports	2.1 Confirm purpose and details of report type 2.2 Generate system reports effectively and efficiently 2.3 Modify system reports, where necessary, to meet stakeholder requirements 2.4 Distribute reports to target audience in a timely manner 2.5 Clarify and explain report details to target audience as required
3. Manage multichannel system faults	3.1 Identify system faults and select best repair options 3.2 Escalate faults if necessary and in a timely manner 3.3 Implement fault repair and monitor repair progress closely 3.4 Select and implement contingency plans according to procedures

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to communicate effectively with personnel at all levels of the organisation

literacy skills to prepare and edit reports and instructions dealing with complex technical issues and data

negotiation skills to deal effectively with internal and external stakeholders

networking and data-gathering skills to assist in managing and reporting on multichannel technology

numeracy skills to carry out analysis and research

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to understand and provide solutions for multichannel issues that arise

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

teamwork skills to work closely with and support stakeholders

technology skills to:

use database applications, spreadsheets and Word

work effectively with complex multichannel technology.

Required knowledge

business objectives and how technology supports them

crisis management, disaster recovery and business continuity plans

escalation paths and guidelines

reporting requirements of the organisation

service level agreement (SLA) or warranty and service agreement with vendors

multichannel technology, including hardware and software.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: reprogram system functions as required generate quality and accurate system reports in a timely manner identify and distinguish between major and minor system faults identify major fault contingency plans demonstrate knowledge of crisis management, disaster recovery and business continuity plans.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information, data and reporting service level guidelines and standards appropriate computer and telecommunications resources, which may be modified for use by people with a disability stakeholder feedback.
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 onthejob performance by the candidate direct observation of the candidate working on telecommunications equipment problems oral and/or written questioning to assess knowledge of telecommunications equipment and requirements review and assessment of reporting outputs review of stakeholder feedback review of process documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

System changes may include changes to:	interactive voice response (IVR) public access branch exchange (PABX) queuing functions reporting functions telephone configuration user locations visual displays.
Reprogramming methods may include:	engagement of internal or external support preparation of detailed instructions or requirements documentation screen-driven commands and specifics as set out in manuals and delivered in equipment-specific training testing methods to ensure effectiveness of reprogramming.
Multichannel may include:	multichannel software: computer telephone outbound diallers unified automated call distribution (ACD), IVR, servers for email and web workforce management applications SMS (text messages) telephone voice.
Report type and purpose may include:	simple reports covering whole of centre work rates, to highly detailed reports covering many aspects of individual work rates specific requirements of stakeholders or organisation technology performance reporting for contract management.
Target audience for reports may include:	colleagues managers stakeholders team leaders vendors for contract management.
System faults may include:	disruptions in telecommunications electrical faults software problems virus attacks complete system failure minor problems with individual telephones minor problems with telecommunications technology.
Fault repair may include:	engagement of external (vendor) parties to complete repair immediate repair of minor faults by the system administrator replacement of equipment or components of equipment.
Contingency plans may include:	business continuity plan crisis management plan disaster recovery plan use of alternative equipment in the immediate area and/or redistributing work locally or moving operations to a backup location.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO501B Develop business continuity strategy

Modification History

Release	Comments
Release 2	New release of this Unit with version 7.0 of BSB07 Business Services Training Package. BSBOHS606B deleted from Guidance information for assessment.
Release 1	This Unit first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO501A Develop business continuity strategies.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop business continuity plans, processes and tools.

Business continuity is the stage between a crisis occurring and the implementation of a disaster recovery plan. It is aimed at keeping as many of the business critical operations operating as possible during this period.

Competence in this unit requires the development of a business continuity plan that will allow an organisation to continue operating, even if in a diminished capacity or only through business critical functions, until functionality is restored. It also requires analysis, planning, risk assessment and communication.

Application of the Unit

This unit applies to business continuity planning in small, medium and large organisations.

This role is undertaken by staff with managerial responsibility.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Evaluate the impact of the situation on business operations	1.1 Evaluate immediate impact of situation on business operations 1.2 Identify business functions that are potentially impacted 1.3 Determine likely timing before normal operations will be restored 1.4 Define and agree with stakeholders the parameters (timings) that will determine employment of disaster recovery procedures 1.5 Liaise and consult with affected parties and stakeholders
2. Identify business critical functions that must continue	2.1 Determine business imperatives that must be addressed or continue 2.2 Consider practical options to maintain business critical operations 2.3 Consult all major stakeholders and agree on priorities
3. Develop plan to maintain business critical operations	3.1 Determine available backup facilities or systems 3.2 Map how business critical functions can be continued using a modified approach 3.3 Evaluate resourcing requirements 3.4 Consider occupational health and safety (OHS) requirements in formation of plan 3.5 Determine need for a communication plan to be developed and implemented and document plan as required 3.6 Communicate plan to stakeholders
4. Develop plan to update enterprise systems or information when systems become available	4.1 Evaluate the impact of modified operations on organisational information systems 4.2 Determine resources required to input manually collected data into systems and complete followup action 4.3 Work with stakeholders to consider downstream impacts 4.4 Develop communication plan to ensure all stakeholders are informed on status
5. Evaluate organisational performance reports	5.1 Evaluate effectiveness of business continuity activities 5.2 Seek stakeholder feedback 5.3 Determine areas for improvement 5.4 Modify business continuity plan documentation incorporating improvement areas

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse relevant workplace information and data

develop and present reports or presentations that deal with complex ideas and concepts

incorporate observations of workplace tasks and interactions between people, their activities, equipment, environment and systems in relevant business strategies

communication and negotiation skills to:

articulate information and ideas clearly

effectively and calmly communicate with people at all levels during a time of crisis

leadership skills to gain trust and confidence of colleagues and stakeholders

project planning skills to develop and execute potentially complex business continuity planning

research skills to undertake the necessary background research for the plan

risk assessment and management skills to consider and mitigate key risks in the development of the plan

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

stress-management skills to work effectively and positively under the pressure of a major incident or situation in the workplace

technology skills to understand complex information technology issues in the work environment.

Required knowledge

emergency procedures for site and organisation

infrastructure employed in a business environment, including facilities, technology, resources and systems

key personnel within workplace management structure

OHS requirements in the workplace

organisational crisis management and disaster recovery plans

organisational, statutory, regulatory and legislative requirements

organisation’s expectations in relation to continuity of key business activities in time of crisis or incident

principles of contingency planning

stress-management techniques.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop, implement and review business continuity planning demonstrate knowledge of organisational, statutory, regulatory and legislative requirements.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines training records and minutes of meetings where business continuity has been discussed or training has been implemented.
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 onthejob performance by the candidate review of and discussion about business continuity principles review of documented business continuity plan oral and/or written questioning to assess knowledge of technology and systems employed analysis of stakeholder feedback review of training records and communication of plan review of evaluation of actual situations where business continuity plan was employed.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Impacts may include:	damage to facilities loss of communications loss of key staff loss of systems trauma to staff.
Business functions may include:	despatch of field staff input of data provision of services responding to customer contact services and products the organisation normally provides.
Disaster recovery procedures may include:	relocation to alternative site restoration of facility restoration of technology and data.
Business imperatives may include:	core functions that have significant impact on customers and organisation functions determined as priority by organisation functions required by statutory, regulatory or legislative requirements.
Practical options may include:	communication plan manual recording and processing of transactions recorded messages on interactive voice response (IVR) responding to generic questions from available information taking messages and call back requests transferring activity to alternative site.
Backup facilities may include:	alternative site uninterrupted power supply (UPS) - backup power.
Followup action may include:	call back or response to contact data entry of transactions enquiry investigation and resolution.
Downstream impacts may include:	impact on competitive position impact on billing and cash flow negative media attention not achieving statutory, regulatory, legislative or organisational requirements possible negative reaction by customers.

Unit Sector(s)

Stakeholder relations – contact centre operations

BSBCCO502A Establish a multicentre

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop strategies to establish organisational systems for a multicentre that administers product or service support or sales, or information enquiries from consumers. This may entail being responsible for staff involved in delivering customer service. In many instances the work will occur within the organisation’s policies and procedures framework.

Application of the Unit

This unit applies in customer contact environments.

A multicentre may be operated through extensive open workspaces, with work stations that may include computers and a telephone set/headset connected to a telecom switch.

Multicentre oversight can be independently operated or networked with additional centres and linked to a corporate computer network.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

Not applicable.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Plan the oversight of a multicentre	1.1 Assess the nature of the multicentre 1.2 Develop multicentre plan incorporating needs of customers in planning processes 1.3 Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Design multicentre service	2.1 Develop and use strategies to monitor progress in achieving product and service targets and standards 2.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 2.3 Develop, procure and use resources to provide quality products and services to customers 2.4 Develop strategies to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 2.5 Record plans according to the organisation’s systems and processes
3. Implement plans to establish the multicentre	3.1 Make provision for staffing or staff training requirements to facilitate achievement of targets and standards 3.2 Implement work processes and strategies 3.3 Implement monitoring processes to make provision for future evaluation of targets and standards

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication and negotiation skills to discuss system design features with colleagues

planning and organising skills to establish and organise customer service delivery

problemsolving skills to:

establish a centre

deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

multicentre service requirements

multicentre establishment requirements

multicentre systems operational capacity

techniques for solving complaints, including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop plans, policies or procedures for delivering quality customer service solve complex customer issues and multicentre system problems that lead to poor customer service establish a service and operational practices demonstrate knowledge of techniques for solving complaints.
Context of and specific resources for assessment	Assessment must ensure access to: appropriate documentation and resources normally used in the workplace information and databases for analysis activities relevant legislation, standards and guidelines.
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: assessment of written reports demonstration of multicentre planning processes direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of performance in role plays evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards review of strategies developed and used to monitor progress in achieving product and service targets and standards review of records, reports and recommendations about managing customer service.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Nature of the multicentre may include:	independently operated or networked with additional centres corporate computer network, including mainframes, microcomputers and local area networks (LANs) telephony voice and data pathways linked through computer telephony integration (CTI) .
Customers may be:	board members clients and purchasers of services coworkers, peers and fellow frontline managers and supervisors members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies suppliers of goods and services and contractors providing goods and services.
Quality may refer to:	characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Strategies may refer to:	databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers longterm or shortterm plans for monitoring achievement of targets and standards and evaluating their effectiveness policies and procedures, including policies for contact escalation questionnaires, survey and interviews training and development activities.
Products and services may include:	goods ideas infrastructure private and public sets of benefits.
Resources may include:	buildings and facilities equipment finance information people power and energy technology time.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO503A Manage data interrogation

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage data interrogation from a variety of sources, including database systems.

It is expected that someone undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures. Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected according to organisational, legislative and regulatory requirements. It also requires efficient use of technology suitable for this activity.

Application of the Unit

This unit applies to frontline managers, including team leaders and supervisors, responsible for the management of a customer service system and customer service standards.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Provide guidance to interrogate data	1.1 Identify information sources 1.2 Assist personnel to collect and record information according to legislation, policy and procedures 1.3 Assist personnel to collate, sort and analyse collected information in relation to the purpose for which it is being obtained
2. Assist personnel to interrogate data	2.1 Identify information that is to be analysed and identify analysis methodology and analysis processes 2.2 Assist personnel to reduce and describe subject to support the development of interpretations 2.3 Review the appropriateness of the reduced information according to organisational processes 2.4 Inform personnel how to archive information not used in the reduction and description processes for future reference 2.5 Implement supervisory processes and checks and measures to ensure work is completed within time available
3. Provide suitable training and assessment opportunities	3.1 Identify learners' personal skill gaps 3.2 Provide appropriate on-the-job training opportunities to fill identified skill gaps and improve work performance 3.3 Provide opportunities for personnel to ask questions and seek clarification on training and work performance matters 3.4 Provide assistance to personnel to ensure compliance with organisational requirements and to access suitable training and assessment

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to analyse information and data

communication skills to:

communicate with staff and stakeholders

use questioning and listening skills to understand and resolve issues raised

interpersonal skills to:

establish rapport and build relationships with customers, team members and stakeholders

establish relevant networks

literacy skills to:

prepare and compile statements and reports on complex concepts and ideas

write and interpret instructions

numeracy skills to test assumptions, taking the context of data and circumstances into account

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas

problemsolving skills to find innovative solutions to problems that arise

risk assessment and management skills to:

cover problems and challenges that may arise

monitor an organisation’s compliance with service level targets

self-management skills to:

manage self and others

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

benchmarking principles

customer expectations and processes for determining customer satisfaction with level of service

industry standards, best practice and regulatory requirements for service levels

organisational structure and key stakeholders

information types and their sources

procedures and security measures for accessing, storing, retrieving and sharing data from databases

range of contact data available and technology functionality and reporting capability

rights of individuals in relation to statement compilation

use of evidence of contact recording technology.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: collate information in area of responsibility demonstrate knowledge of statutory, regulatory and legislative requirements with regard to data interrogation manage and train personnel.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines.
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 onthejob performance by the candidate review of statements or recording of details of calls review of compliance with statutory, regulatory, legislative and organisational requirements oral and/or written questioning to assess knowledge of storage and disposal of information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Information sources may include:	community groups community leaders crime, accident or incident scenes customers fellow staff general public individuals information databases local government local media schools specific target groups, in the case of opinion polls and surveys.
Information may include:	addressing public order and general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing and supporting court hearings and matters.
Analysis may include:	causative or predictive descriptive or explorative quantitative and qualitative or both.
Analysis methodology may include:	biographical analysis comparative analysis Delphi technique demographic or geographic analysis historical analysis hypothesis development link analysis scenario generation.
Analysis processes may include:	deductive: beginning with a hypotheses and testing it; lateral, critical or creative processes inductive: interpreting raw information, identifying trends or patterns, and testing them using problem-solving techniques and decision making.
Reduced information may include:	charts diagrams lists summaries tables.
Reduction and description processes must include:	consideration of balance critical evaluation of additional information collection objectivity testing of logical reasoning.
Supervisory processes may include:	delegating implementing monitoring overseeing planning reviewing targeting.
Time available may include:	consideration of contingencies consideration of past experiences experience of operatives methods to be employed resources and equipment to be used.
Training may include:	computer-based training contracted training activity demonstration formal training on-the-job training reading role play vendor training.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO504A Integrate customer contact operations in the organisation

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to integrate the customer contact operations fully within the organisation and to ensure that they maintain a high profile and significance within the organisation.

Competence in this unit requires communication and cooperation between customer contact operations and the rest of the business operations. Regular contact, consultation and feedback with the organisation, alignment of objectives, and communication of performance and issues are also required.

Application of the Unit

This unit applies to the integration of customer contact operations into the service and value chains of an organisation.

This work is undertaken by staff with managerial responsibility.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Identify and analyse interdependencies	1.1 Identify interdependencies between contact centre and other departments within the organisation 1.2 Identify the degree of interdependence 1.3 Map the flow of transactions and information between other departments and the contact centre
2. Analyse value and service chain and identify gaps	2.1 Develop value and service chain model 2.2 Consult regularly with stakeholders 2.3 Collect data to support chain continuity and gap identification 2.4 Identify gaps in the value and service chain
3. Prepare plan to close value and service chain gaps	3.1 Identify service chain gaps within the control of customer contact operations 3.2 Communicate other gaps to stakeholders and relevant parties 3.3 Identify activities and resources needed to close gaps 3.4 Prepare an action plan 3.5 Establish a review and feedback process 3.6 Develop internal networks to ensure sound communication across organisation
4. Integrate market intelligence capture into operations	4.1 Consult with organisation marketing area or business unit 4.2 Identify and agree on desired market intelligence 4.3 Integrate data collection into contact guidelines 4.4 Integrate data capture facilities into database 4.5 Integrate information into existing contact centre strategy and operations
5. Report market intelligence to other corporate departments	5.1 Retrieve captured intelligence information 5.2 Prepare market intelligence reports 5.3 Communicate information to relevant parties in an effective and timely manner

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse workplace information and data

use observations of workplace tasks and interactions between people, their activities, equipment, environment and system

communication skills to:

articulate ideas and information

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

establish relevant networks

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to develop reports that deal with complex ideas and concepts

numeracy skills to:

carry out statistical analysis

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to create innovative solutions to problems that arise

research skills to access relevant information and consider available options

risk assessment and management skills to fully consider impacts of existing or new activities

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

analytical methods and techniques, such as:

strengths, weaknesses, opportunities and threats (SWOT)

balanced scorecard

return on investment (ROI)

economic value added

compliance policies and requirements applicable to organisation

corporate aims and objectives

market intelligence and data-gathering principles

information technology infrastructure, functionality and reporting capability

organisational communication methods

organisational structure and reporting lines, including key personnel required to effect change

principles of running effective meetings, and recording and distributing minutes

risk assessment and management principles.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: analyse interdependencies, and value and service chain prepare plans to close gaps in value and service chain integrate and report market intelligence within a customer contact environment demonstrate knowledge of compliance policies and requirements applicable to the organisation.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information and data stakeholder feedback or stakeholders meeting documentation and minutes market intelligence reports and analysis value and service chain model analysis.
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 onthejob performance by the candidate review of stakeholder feedback review and analysis of working papers and documentation review and analysis of organisational interdependencies review of communication plan and stakeholder meeting minutes oral and/or written questioning to assess knowledge of market intelligence reports demonstration of analytical methodology.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Interdependencies may include:	finance human resources operations resourcing technology and infrastructure.
Value and service chain may include:	billing components of the enterprise infrastructure contributing directly to the supply of goods or services to the customer credit customer service field staff order fulfilment sales support.
Stakeholders may include:	administration and support billing credit and collections marketing finance human resources strategy and planning training.

Unit Sector(s)

Stakeholder relations – customer service

Custom Content Section

Not applicable.

BSBCCO601B Optimise customer contact operations

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO601A Optimise customer contact operations

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.

Competence in this unit requires comprehensive knowledge of customer contact operations, and the statistical tools and methodology required to optimise operations.

Application of the Unit

This unit applies in customer contact environments where a variety of statistical control tools are used in monitoring and optimising customer contact operations.

This work is undertaken by specialists, team leaders and managers, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Analyse customer contact processes using statistical tools	1.1 Identify customer contact processes requiring analysis 1.2 Measure the impact of these processes on service levels or other indicators using statistical tools 1.3 Derive tolerance levels for processes 1.4 Calculate upper and lower control limits from data 1.5 Investigate reasons for performance outside of control limits
2. Rectify productivity impediments	2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims 2.2 Identify causes of productivity impediments 2.3 Apply service quality and quality management tools to minimise impediments 2.4 Confirm that operations achieve productivity standards
3. Conduct a process review	3.1 Identify components of the process under review 3.2 Analyse and modify process to achieve improved performance using graphical techniques 3.3 Trial and revise modified process to meet organisational efficiency standards 3.4 Document revised process using graphical techniques
4. Benchmark customer contact operations	4.1 Identify appropriate target areas for process improvement 4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice 4.3 Document relevant best practice processes used by benchmarking organisations 4.4 Identify processes from benchmarking organisations that can be adopted 4.5 Identify relevant benefits and risks associated with implementing new processes 4.6 Adapt best practice processes to meet enterprise conditions 4.7 Identify and document appropriate performance indicators for evaluation of the new processes

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse relevant workplace information and data

make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

communication skills to articulate information across all communication media

consultation and negotiation skills to:

develop plans

implement and monitor designated actions

interpersonal skills to:

build relationships with clients, team members and stakeholders

establish relevant internal and external networks

leadership skills to gain the trust and confidence of colleagues and stakeholders

numeracy skills to calculate, manipulate and validate data and statistics

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to create innovative solutions to problems

project management skills to:

achieve continuous improvement

conduct action planning

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to:

access and use information and data

produce reports and graphical representations.

Required knowledge

at least one complete suite of statistical control systems

benchmarking principles

customer contact processes and the range of channels available

customer service principles and processes

operating variables within customer contact operations

principles of statistics, statistical process control and underpinning statistical calculations

process review and documentation principles

project management principles

quality management and related process control methods.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: analyse statistical reports of contact centre process performance explain or demonstrate process improvement strategies analyse records of customer contact productivity measures explain productivity improvement methodology demonstrate knowledge of quality management and related process control methods.
Context of and specific resources for assessment	Assessment must ensure access to: information, reporting and databases for analysis activities relevant standards and guidelines benchmarking analysis and 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 onthejob performance by the candidate review of process documentation analysis of peer and line management feedback review of statistical reports of contact centre process performance analysis of process improvement strategies review of records of customer contact productivity measures analysis of explanation of productivity improvement methodology review of graphical records of customer contact processes review of records of analysis for operations benchmarking.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO602B Manage customer contact information.

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.

Customer contact processes may include:	email and other electronic communications facetoface contact facsimile and other written communications inbound and outbound telephone contact service and sales support processes.
Service levels may include:	predetermined conditions for customer contact service, including: contact duration contact wait time contact escalation policy percentage of calls answered within specified time period service guarantees speed of response.
Productivity may include:	average speed of answer first call resolution measuring calls per day, week or hour measuring financial returns, sales volumes or services provided overall performance of the customer contact operation service level results.
Graphical techniques may include:	fishbone diagrams flowcharts Gantt or Pert charts maps Pareto charts.
Benchmarking organisations may include:	best practice organisations, which may be in an unrelated industry competitors organisations in same industry organisations with similar functions.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO602B Manage customer contact information

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Replaces BSBCCO602A Manage customer contact information

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage customer contact information and the management information systems (MIS) used in a customer contact environment.

Managers design specific implementation programs within these systems, including data collection, measurement types and patterns, and reporting strategies, as well as managing the use of information obtained.

Competence in this unit requires using MIS to produce accurate and relevant information and reporting that support the efficient running of the centre or business unit. It also requires knowledge of the requirements to design, implement and tailor information systems to meet the changing needs of the environment.

Application of the Unit

This unit applies to customer contact activity in a small, medium or large organisation.

This work is undertaken by specialist staff or those with managerial responsibility, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Select and set activity and transaction records and measurements	1.1 Analyse business plan and budget to identify relevant business information needs 1.2 Identify possible contact pathways 1.3 Identify measurement methods and MIS used in each step in contact pathway 1.4 Configure information systems to capture required measurements 1.5 Develop and implement testing procedures for transaction and call/contact pathway measurements
2. Collect data	2.1 Identify data-collection methods in information technology systems used 2.2 Monitor quantitative and qualitative data collection to ensure accuracy 2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information
3. Analyse MIS resulting from customer contact activities	3.1 Identify call/contact traffic and transaction patterns, and other trends and activities 3.2 Apply correct data analysis methodologies 3.3 Accurately interpret data
4. Prepare and present information	4.1 Identify stakeholders for contact centre information 4.2 Tailor contact centre information presentations for each stakeholder as appropriate 4.3 Present both short and longterm contact centre information system reports as required

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to interpret, report and recommend actions from complex data and information

communication skills to:

communicate effectively with personnel and clients at all levels

conduct effective formal and informal meetings

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

develop and participate in relevant networks

leadership skills to gain the trust and confidence of colleagues and clients

numeracy skills to:

manage budgetary resources

read, validate and interpret data

presentation skills to:

articulate information and ideas clearly

develop and present reports that deal with complex ideas and concepts

problemsolving skills to create innovative solutions to problems or challenges

research and data-collection skills to conduct comprehensive and accurate reporting

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to:

organise and present data

use information technology.

Required knowledge

budgetary requirements and principles

business plans and objectives

call and other contact traffic MIS

meeting and minute taking principles

methods of collecting reliable information and data and commonly encountered problems, and strategies for overcoming such problems

organisational models and structures for managing customer contact information and the roles of key people

principles of electronic information management and methods of reporting information

reporting requirements and methodology.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop, use, analyse and manage information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment demonstrate knowledge of call and other contact traffic MIS.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant guidelines and standards stakeholder feedback.
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 onthejob performance by the candidate review of business plan analysis and reporting needs review of records of call pathways and related information systems review of reports from information systems demonstrating a cohesive report plan analysis of call traffic reports with reference to varying levels of contact centre operations demonstration of reports tailored for different audiences oral and/or written questioning to assess knowledge of business models and models for contact centres review of ability to relate business plans and models to the information needs of an enterprise.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations.

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.

Business plan may include:	action plans business objectives desired business outcomes financial or budgetary targets standards and guidelines targets.
Contact pathways may include:	automated call distribution (ACD) systems contact management systems email facsimile internal transfers and escalations interactive voice response (IVR) letter telephone webbased contacts.
MIS may include:	range of computer systems used in receiving, routing and reporting on contact centre communications traffic, including: data generating and data recording components of telephone, ACD and IVR systems add-on systems that integrate with these systems.
Stakeholders may include:	centre staff management other internal departments own team vendors and external contractors.

Unit Sector(s)

Stakeholder relations – contact centre operations

BSBCCO603B Design and launch new customer contact facilities

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO603A Design and launch new customer contact facilities

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to design and establish new customer contact facilities.

Competence in this unit requires knowledge of the technology required, the human resources, the legislative and regulatory requirements – including occupational health and safety (OHS) requirements, organisational standards and guidelines, and global best practice in design and features of customer contact facilities.

Application of the Unit

This unit applies to the design and establishment of new customer contact facilities, including both new centres and substantial enhancement of existing centres.

In the first instance this unit will typically apply to a new contact centre. However, it may also include a substantial upgrade in technology and physical resources to an existing contact centre or the introduction of a significant increase in capacity of an existing contact centre.

This work is undertaken by staff with managerial responsibility, but it may also be undertaken by specialist staff (e.g. operations manager, project manager), depending on the size and structure of the organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Identify design elements	1.1 Analyse role and business needs of proposed customer contact facility 1.2 Define general characteristics of customer contact facility 1.3 Identify design elements to meet business needs 1.4 Confirm analysis with stakeholders
2. Develop detailed specifications	2.1 Review facility design principles to confirm appropriateness of design 2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification 2.3 Benchmark facility design against worldclass standards to demonstrate appropriateness of specifications 2.4 Confirm design specifications with stakeholders
3. Evaluate resources	3.1 Identify budgetary limits for facility 3.2 Identify suitable resources available from organisation’s preferred suppliers 3.3 Identify suitable alternative resources and suppliers for each design aspect 3.4 Conduct comparative analysis of each alternative 3.5 Recommend resources for each design aspect
4. Integrate design components	4.1 Prepare viable project management plan for the integration of new facility resources 4.2 Use project management tools throughout the integration process 4.3 Prepare contingency plans to meet all reasonable costs 4.4 Develop effective testing procedures and plans for all resources 4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work 4.6 Communicate progress and concerns arising to senior management in a timely way
5. Launch customer contact facility	5.1 Prepare viable project management plan for the launch of the new customer contact facility 5.2 Use project management tools throughout launch process 5.3 Communicate launch parameters to relevant stakeholders 5.4 Establish prelaunch operational test procedures and launch plans 5.5 Supervise launch to completion according to plans and contingencies 5.6 Review launch and debrief stakeholders to plan followup actions

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to analyse relevant workplace information and data, and make recommendations accordingly

communication skills to:

conduct formal and informal meetings

communicate with clients and personnel at all levels

consultation and negotiation skills to develop, implement and monitor plans

literacy skills to prepare reports containing complex ideas and concepts

numeracy skills to:

carry out analysis of statistics and data

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to:

articulate information, expectations and ideas clearly

research and present on complex issues, such as regulatory and legislative requirements

project management skills to manage the complexities and scope of a large project

risk assessment and management skills to understand the impacts and risks associated with the project

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to manage data and information.

Required knowledge

benchmarking methodology

change management principles

legislative, regulatory and organisational requirements for customer contact facilities

principles of testing procedures and plans

principles underpinning contact centre design at both the technology level and the human level, such as:

emerging technologies

ergonomics of office design

hardware and telecommunications services

software systems

project management principles

research methods using a range of information sources

risk management principles

sources of information, guidance and support for the project

systems and physical resources used effectively in customer contact environments.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: design, project manage, implement and launch a new or significantly reengineered customer contact facility demonstrate knowledge of legislative, regulatory and organisational requirements that cover the task.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, regulations, standards and guidelines stakeholder and staff satisfaction feedback. It is unlikely that competence could be assessed in a simulated environment. A significant degree of delegation of tasks to specialists may be required.
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 onthejob performance by the candidate review of all aspects of project plan, including achieved timeframes analysis of stakeholder and staff satisfaction feedback review of benchmarking activities review of testing program, plan and results review of OHS, regulatory and legislative compliance review of budget–actuals to forecast or business case review of communication materials used in consultation with various types of stakeholders review of documentation of design specifications, including explanations of personal inputs.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations BSBCCO602B Manage customer contact information BSBCCO608B Manage customer contact operational costs.

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.

Design elements may include:	customer service strategies external services, such as telecommunications human resources physical resources, including OHS considerations software technology, including systems and telephony.
Stakeholders may include:	finance department human resources and OHS information technology department internal and external customers and vendors property and facilities department senior management.
Project management tools may include:	communication and knowledge management applications costing applications quality control applications risk assessment and management applications scheduling applications tracking applications.
Testing procedures and plans may include:	development of test scenarios development of work instructions endtoend testing of resources predetermined parameters for determining success or failure of testing regression testing (‘what if’ scenarios) remedial plan for unsuccessful test results schedule of testing in lead-up to opening stakeholder sign-off user acceptance testing.
Launch of the new customer contact facility may include:	adjusting systems to meet contingencies demonstrating new facilities and systems to stakeholders, including management, clients and staff initial use of new systems and facilities transferring from existing systems to new systems.
Followup actions may include:	adjusting the overall design adjusting the set-up of specific resources reporting to stakeholders, regardless of the degree of success of the launch.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO604B Develop and maintain a service level strategy

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO604A Develop and maintain a service level strategy.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to establish, monitor and maintain a service level strategy in a customer contact environment.

Competence in this unit requires developing and implementing a successful service level strategy to achieve the service levels required by an organisation and the associated processes required to establish that service level.

Application of the Unit

This unit applies in customer contact environments where the achievement of this service level may be a regulatory or organisational requirement and is normally organisation-specific.

This role is undertaken by staff with managerial responsibility, although specialist staff may undertake it under supervision, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Analyse historical data	1.1 Distinguish between contact wait characteristics and service level data 1.2 Collect relevant and accurate service level data 1.3 Determine historical service levels for service level periods 1.4 Collect relevant and accurate contact wait time, abandonment rate and customer survey data 1.5 Determine historical contact wait and abandon time characteristics
2. Formulate a service level policy	2.1 Identify the difference and impacts of providing the required service level against the industry standard 2.2 Consult with relevant stakeholders on contact wait characteristics and service levels 2.3 Identify business needs related to service levels 2.4 Review organisation’s contact wait characteristics in relation to the industry, the market and competition 2.5 Formulate a comprehensive set of appropriate contact wait characteristics 2.6 Define and document an appropriate service level policy or target 2.7 Develop comprehensive contingency plans for loss of facilities or technology 2.8 Identify and document corresponding resource requirements 2.9 Communicate and justify service level policy to senior management and stakeholders
3. Monitor and maintain service levels	3.1 Identify measurement capabilities of existing technology 3.2 Select diagnostic measures to monitor service levels 3.3 Collect and analyse service level data 3.4 Identify underperforming service level periods 3.5 Analyse service level inputs and recommend corrections to maintain service levels 3.6 Conduct benchmarking to compare performance to competitors and industry best practice

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse workplace information and data

make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

communication skills to:

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

establish relevant networks

literacy skills to prepare and present reports on complex concepts and ideas

numeracy skills to:

consider and manage service level consistent with budget and resources

test assumptions, taking the context of data and circumstances into account

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

risk assessment and management skills to:

cover problems or challenges that may arise

monitor an organisation’s compliance with service level targets

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

benchmarking principles

business and financial planning (budget) principles

business requirements for service level performance, which may include regulatory requirements

contact data available and technology functionality and reporting capability

industry standards, best practice and regulatory requirements for service levels

organisational structure and key stakeholders

processes for determining customer expectations and satisfaction with level of service

structure and organisation of workforce, including part-time, casual, contract and shift workers.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop a service level strategy that consistently meets the requirements of a customer contact organisation, including documenting processes and policy, and maintaining reports and records demonstrate knowledge of industry standards, best practice and regulatory requirements for service levels.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, regulations, standards and guidelines stakeholder feedback.
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 onthejob performance by the candidate review of stakeholder feedback review of service level performance review of process and service level policy documentation review of documentation of poor service level performance review of reporting and historical data, along with analysis practical demonstration of effective use of customer contact technology review of financial performance and resourcing budget.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations BSBMGT618A Develop a contact centre business plan.

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.

Contact wait characteristics may include:	abandonment rates breakdown of waiting times related indicators of caller responses to waiting periods.
Service level may include:	abandonment rates average speed of answer contact escalation policy percentage of calls answered within a defined waiting period.
Industry standard may include:	best practice service level regulated service level requirement service level set by individual organisations.
Stakeholders may include:	finance human resources market research occupational health and safety sales and marketing senior customer service and executive staff.
Service level periods may include:	calculating service levels at varying periods of time, such as: half hourly hourly daily weekly monthly yearly.
Benchmarking may include:	best practice across all industry sectors comparison with other organisations, including: other internal departments industry sector other industry sectors targeted competitor.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO605B Develop and maintain a customer contact marketing strategy

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO605A Develop and maintain a customer contact marketing strategy

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop, maintain and promote a marketing strategy in a customer contact environment.

Competence in this unit requires developing, implementing and reviewing a marketing strategy, and building strong relationships with all stakeholders. The effective use and development of systems, databases and reporting tools are also required.

Application of the Unit

This unit applies to establishing a marketing strategy in a customer contact environment that has sales and marketing opportunities for either internal or external (outsource) stakeholders.

This role is undertaken by staff with managerial responsibility.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Apply sales and marketing principles to contact centre performance	1.1 Select a valid framework of sales and marketing principles for a customer contact centre 1.2 Achieve consensus on sales and marketing principles with stakeholders 1.3 Integrate sales and marketing principles into customer contact operating objectives and strategies 1.4 Identify elements of customer contact centre supply chains 1.5 Promote contact centre effectively to supply chain customers
2. Initiate, evaluate and maintain a marketing database system	2.1 Identify appropriate marketing database fields and functions 2.2 Contribute to the development and testing of a marketing database 2.3 Evaluate and enhance functionality of the marketing database to best serve the marketing operation 2.4 Establish effective database maintenance procedures 2.5 Establish contingency planning for failure of databases and systems
3. Develop and evaluate customer service and retention strategies	3.1 Identify effective aftersales support strategies 3.2 Develop strategies to retain customers and to build loyalty 3.3 Establish processes to facilitate aftersales support and customer retention strategies 3.4 Monitor and review aftersales support and customer retention processes 3.5 Adjust processes to optimise customer service and retention
4. Analyse sales and customer activity results	4.1 Identify sales and service report criteria relevant to the interests of stakeholders 4.2 Analyse sales and service data in relation to key performance indicators 4.3 Report on performance and activity data to stakeholders in a timely manner

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse workplace information and data

assess compliance with relevant legislative, regulatory and organisational requirements

consider all options and support the development of the strategy

communication skills to:

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

interpersonal skills to:

establish rapport and build relationships with internal and external customers, team members and stakeholders

establish relevant networks

leadership skills to gain the trust and confidence of colleagues and clients

literacy skills to:

prepare and present reports on complex concepts and ideas

write policies, procedures and plans

numeracy skills to:

manage budgetary resources

understand, verify, manipulate and calculate data and statistics

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

project management skills to:

develop and implement the strategy successfully

achieve ongoing continuous improvement

risk assessment and mitigation skills to fully understand and, if necessary, mitigate potential impacts of activities

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

contact centre information systems and the types of data and information available from these systems

contingency planning principles

customer retention strategies

industry and marketplace/competitor marketing strategies

information technology options and functionality within the customer contact centre environment

process review and documentation processes

sales and marketing principles

use and development of databases.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply marketing principles to customer contact performance develop and maintain marketing databases develop customer service and retention strategies analyse and report performance within a customer contact environment demonstrate knowledge of sales and marketing principles.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines stakeholder feedback or stakeholders performance and target data.
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 onthejob performance by the candidate review of stakeholder agreed marketing and sales principles review of records of internal contact centre promotion activities oral and/or written questioning to assess knowledge of fields and functionality of a marketing database review of records of maintenance activity for a marketing database review of documentation of aftersales and/or customer retention strategies review of records of aftersales and/or customer retention strategy effectiveness review of reports of sales and customer service performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO609B Integrate customer contact operations within the organisation BSBMGT618A Develop a contact centre business plan.

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.

Stakeholders may include:	contact centre level: direct team team leaders other senior contact centre staff enterprise employees at management level with an interest or stake in contact centre operations, including: sales and marketing credit and collections billing external clients and suppliers with an interest in the marketing aspects of operations, including: contracting organisations recruitment suppliers software and equipment suppliers.
Supply chains may include:	billing credit and collections customer service fulfilment area sales and sales support.
Marketing database fields may include:	address: postal, business and residential contact numbers current products and services email address name occupation previous offers.
Contingency planning may include:	activities to keep business running contact escalation policy interactive voice response (IVR) message re reduced level of service taking messages and calling customers back when systems are back in operation temporary redirection of calls to another area use of backup systems or database use of manual processes or recording.
After-sales support and customer retention strategies may include:	account management courtesy followup calls customer satisfaction surveying differentiated levels of customer service and support discounts or special offers followup to ensure customer satisfaction and loyalty post-sales experience loyalty programs offers of value-added services or products.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO606B Forecast and plan using customer contact traffic information analysis

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO606A Forecast and plan using customer contact traffic information analysis.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to analyse call or contact traffic information to forecast and plan resourcing for customer contact operations.

Competence in this unit requires the use of queuing theory to forecast call or contact volumes, and assessing and planning appropriate resourcing levels to meet the requirements of the organisation.

Application of the Unit

This unit can be undertaken by specialist staff, operational management staff, or those with managerial responsibility, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Analyse contact traffic data	1.1 Confirm the accuracy and appropriateness of contact traffic data 1.2 Identify call or contact traffic patterns over short and long intervals 1.3 Identify anomalies and nonrecurring events in contact patterns
2. Interpret the impact of customer contact phenomena on forecasting and planning	2.1 Define and identify the range of contact centre or customer contact phenomena affecting resource planning 2.2 Analyse and explain impact of phenomena 2.3 Identify issues arising from the impact of customer contact phenomena when forecasting and planning
3. Develop contact traffic forecasts	3.1 Provide a baseline for forecast by collecting historical data 3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast 3.3 Break down annual forecast into smaller periods and adjust for seasonality 3.4 Ensure that forecast accuracy is within organisational requirements
4. Plan labour requirements	4.1 Determine basic inputs to queuing tools 4.2 Calculate resources required using queuing tools 4.3 Adjust results to account for quantitative and qualitative factors 4.4 Perform planning process and scheduling for all levels of forecasted call and contact traffic

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse workplace information and data

consider all options and support the development of the strategy

use observations of workplace tasks and interactions between people and their activities, equipment, environment and systems

pay attention to detail when making observations and recording outcomes

communication skills to:

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to prepare and present reports on complex concepts and ideas

numeracy skills to:

carry out arithmetical calculations

analyse trends and patterns

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

project management skills to:

develop and implement the strategy successfully

achieve ongoing continuous improvement

risk assessment and mitigation skills to fully understand and, if necessary, mitigate potential impacts of activities

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

business planning and budgeting principles

contact traffic measurement systems

external factors and contact centre operational factors potentially impacting on planning and forecasting

operating environment requirements and objectives

organisational communication methods

principles of statistical analysis and reporting

queuing and forecasting tools

scheduling techniques.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: prepare contact forecasts and calculate resources required to support these forecasts demonstrate knowledge of contact traffic measurement systems.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities standards and guidelines.
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 onthejob performance by the candidate review of forecasts against actuals review of reports and explanation of historical call traffic data review of reports and explanation of resource calculations review of call and contact traffic forecasts for a range of timeframes, including consideration of contingencies and external factors oral and/or written questioning to assess knowledge of the impact of customer contact phenomena on forecasting review of stakeholder feedback.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations BSBCCO608B Manage customer contact operational costs.

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.

Contact traffic data may include:	data extracted from customer contact systems that: can detail statistics, such as numbers, types and times of calls may be sorted and tabulated for individual agents and groups of agents data on other types of contact: email facetoface letters SMS (text messages) website.
Intervals may include periods for reporting, which may be:	annual daily half hourly hourly seasonal weekly.
Contact centre or customer contact phenomena may include:	administration duties billing and credit issues climate, environmental and health factors equipment failures excessive call lengths excessive leave commitments external influences or factors marketing and competitor activity media attention training periods and team meetings.
Queuing tools may include:	Erlang B and C tools facilities within automated call distribution (ACD) systems which provide the capacity to sort and queue different types of calls according to preset business rules.
Quantitative and qualitative factors may include:	call cost considerations marketing activity seasonal variations variations in staff availability.
Scheduling may include:	business demands, goals and key performance indicators (KPIs) forecasting enquiries by using a forecasting model that uses weighted averages from previous scheduling periods, including: calls email escalations mail employee preferences heuristic, where call sequence is ordered by customer balance legislation and regulations operational constraints scheduling methods, such as: batch optimised: hourly scheduling (16-hourly lists) dynamic optimised: hourly scheduling (re-optimised at the beginning of every hour) work function projections, incorporating quality and quantity.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO607B Manage customer contact centre staffing

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO607A Manage customer contact centre staffing .

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to maintain stable and productive staffing levels in a business unit within an organisation.

Competence in this unit requires broad management skills, including people management, as well as knowledge of recruitment, remuneration, incentive and compliance issues.

Application of the Unit

This unit applies in a business environment where a manager has overall responsibility for the recruitment, induction, retention and training, and regulatory and legislative compliance of staff.

This work is undertaken by those with managerial responsibility.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Develop and apply recruiting and staff retention strategies	1.1 Develop and maintain job descriptions for customer contact roles 1.2 Develop and maintain position profiles for customer contact roles 1.3 Apply staff selection processes using interviewing techniques 1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews 1.5 Introduce staff retention strategies to reduce churn
2. Manage induction and ongoing staff training	2.1 Arrange for staff skill levels to be audited 2.2 Arrange the identification of skill needs and skill gaps for all customer contact roles 2.3 Distinguish between technology skill and customer service skill needs 2.4 Develop training plans to meet identified skill gaps 2.5 Identify suitable sources of training support 2.6 Arrange training programs to reduce skill gaps for all staff
3. Establish a performance management program	3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff 3.2 Agree on KPIs with each customer contact staff member 3.3 Plan and maintain review dates and data collection to enable performance management 3.4 Conduct performance reviews and produce personal development plans
4. Manage remuneration and incentive programs	4.1 Determine KPIs for individuals and groups 4.2 Set appropriate remuneration levels for job accountabilities and industry 4.3 Initiate incentive schemes using KPIs that are within the control of staff 4.4 Regularly review remuneration and incentive schemes to ensure effectiveness 4.5 Implement audit process to ensure integrity of programs
5. Manage compliance with statutory and regulatory requirements	5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements 5.2 Ensure total compliance with statutory and regulatory requirements 5.3 Identify, record and rectify breaches of statutory and regulatory requirements 5.4 Implement compliance training and review programs as required

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse relevant workplace information and data

make observations of workplace tasks and interaction between people, their activities, equipment, environment and systems

consultation and negotiation skills to:

collate and record information

communicate effectively verbally and in writing

develop and implement plans

interpersonal skills to:

establish rapport and build relationships with customers, team members and stakeholders

establish relevant networks

interviewing and recruitment skills to arrive at effective selection outcomes

literacy skills to:

articulate information and ideas clearly

prepare and present reports and presentations containing complex ideas and concepts

write policies, procedures and plans

numeracy skills to:

carry out analysis and validation of data and information

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to find innovative solutions to problems

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to manage and analyse data and information.

Required knowledge

employee and industrial relations principles

equal employment opportunity guidelines

interviewing principles

legislative, regulatory and organisational policy framework

organisational recruitment process, including role definition, selection criteria, direct and indirect assessment processes

range of reward and recognition strategies and initiatives

skill auditing and training gap analysis methodologies

strategies for the development of a positive compliance culture

succession planning principles

training program design principles.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: manage a business unit, encompassing: compliance with relevant legislation, regulations and codes induction management of remuneration and incentive programs performance management recruitment training demonstrate knowledge of legislative, regulatory and organisational policy framework.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant legislation, standards and guidelines.
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 onthejob performance by the candidate review of: documentation of training programs documentation of compliance programs copies of position descriptions and position profiles documentation of incentive and remuneration programs documentation of staff retention strategies and supporting data and assessment performance against KPIs staff satisfaction surveys and results churn rates and trends.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Job descriptions may include:	accountabilities experience required qualifications required skills and knowledge required special requirements specification of the duties for an individual employee.
Position profiles may include:	classification of roles remuneration levels set of competency statements to assist in defining the role specification of dimensions of a position within an organisational structure.
Interviewing techniques may include:	competency and behavioural-based questions fair recruitment practices.
Churn factors may include:	external factors, such as higher pay rates elsewhere lack of career progression lack of feedback lack of training leadership issues physical environment recognition or reward stress.
Key performance indicators may include targets for:	adherence to roster availability average handling time call volumes quality retention relevant measures for specific roles sales sales conversion rates seeking learning and development opportunities.
Incentive schemes may include:	commissions incentive payments noncash rewards, such as time off remuneration adjustment reward and recognition programs.
Statutory and regulatory requirements may include:	award and enterprise agreements national, state or territory legislative requirements, especially in regard to occupational health and safety industry-related codes and regulations, such as: Consumer Credit Code Privacy Act Trade Practices Act/Competition and Consumer Act

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCCO608B Manage customer contact operational costs

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO608A Manage customer contact operational costs.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage costs in a customer contact environment. It requires the application of well-developed skills and knowledge in effective financial management and management of the budgetary process.

Competence in this unit requires extensive knowledge of the industry and marketplace, well developed analytical and research skills, and the ability to work with data and statistics.

Application of the Unit

This unit applies in customer contact environments that operate under a considerable degree of statistical control, using high levels of technology.

This work is undertaken by those with managerial responsibility.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Calculate cost for contact centre operations	1.1 Identify cost-generating contact centre transactions 1.2 Calculate transaction costs 1.3 Identify clearly fixed and variable components of transaction costs
2. Prepare budget for customer contact operation	2.1 Produce accurate estimates of expected revenue supported by business and financial records 2.2 Identify expected operating expenses based on realistic projections 2.3 Identify proposed capital expenditure based on business plans and estimates 2.4 Work closely with stakeholders to identify factors that may influence operations and costs 2.5 Prepare justifiable high, low and expected budget scenarios
3. Present and justify budget	3.1 Deliver an effective presentation of customer contact centre budget 3.2 Justify aspects of operating expenses, revenues and capital expenditure 3.3 Introduce qualitative information into justification when appropriate
4. Monitor budget performance	4.1 Correlate statistical performance of contact centre to budget estimates 4.2 Closely monitor variations between actual budget reporting and expected budget 4.3 Maintain accurate tracking of accrued, invoiced and other costs 4.4 Identify cash flow implications for current and planned events 4.5 Communicate progress against budget to stakeholders
5. Control financial operations of the customer contact operation	5.1 Closely monitor reasonable threats to budget on a regular basis 5.2 Identify variations in contact centre performance that present threats to financial performance 5.3 Identify operational strategies to minimise threats to budget 5.4 Regularly monitor staff compliance with financial delegation limits 5.5 Regularly update organisation’s financial control systems

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to:

analyse workplace information and data

use understanding of budget scenarios, sensitivities and threats

communication skills to:

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

establish relevant networks

literacy skills to prepare and present reports containing complex information, data and concepts

leadership skills to gain the trust and confidence of colleagues and stakeholders

numeracy skills to:

deal with the data and statistical information required to establish and monitor the budget

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

research skills to access relevant information and consider available options

risk assessment and mitigation skills to identify threats to the customer contact centre budget and to implement remedial actions

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

accounting principles

benchmarking principles

budgeting principles

cost-benefit analysis principles

financial delegation policy of organisation, financial control systems and requirements

organisational business objectives and goals, including operational and business planning

risk assessment and management principles.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: analyse costs of operating customer contact operations prepare, justify and present the budget control and monitor the budget and comply with financial control systems demonstrate knowledge of budgeting principles.
Context of and specific resources for assessment	Assessment must ensure access to: information and databases for analysis activities relevant standards and guidelines financial control systems, and budget documentation and reporting.
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 onthejob performance by the candidate review of feedback from stakeholders review of performance against targets and budget review of transaction cost report review of operations budget review of budget justification documentation review of budget performance tracking report oral and/or written questioning to assess knowledge of strategies to minimise threats to budget review of communication plan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations BSBMGT618A Develop a contact centre business plan.

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.

Transaction costs may include:	unit cost per transaction, which may comprise: administration costs information technology costs incentive payment costs infrastructure costs staff costs support service costs telecommunications services costs.
Revenue may include:	payments for outsourced services payments for services provided to organisation performance incentives sales and marketing incentives.
Operating expenses may include:	information technology costs labour costs recurring costs associated with operations rental for facilities repair and maintenance costs sales incentive payments stationery training costs utility costs.
Capital expenditure may include:	expenditure on depreciating assets nonrecurring costs purchase of equipment purchase of infrastructure.
Stakeholders may include:	back office support areas billing credit and collections executive finance marketing and sales regulatory strategy and planning other service areas.
Statistical performance may include:	abandoned call data call volume and handling time data customer satisfaction data headcount and staffing data occupancy and adherence data overtime levels sales conversion rates sales data service level data.
Financial control systems may include:	enterprise-specific methods and tools for tracking and managing costs financial delegation limits reporting templates system-generated reports and alerts.

Unit Sector(s)

Stakeholder relations – contact centre operations

Custom Content Section

Not applicable.

BSBCMM101A Apply basic communication skills

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop communication skills in the workplace. It covers gathering, conveying and receiving information, along with completing assigned written information under direct supervision. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals developing basic skills and knowledge of workplace communication in preparation for working in a broad range of settings.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify workplace communication procedures	1.1. Identify organisational communication requirements and workplace procedures with assistance from appropriate people 1.2. Identify appropriate lines of communication with supervisors and colleagues 1.3. Seek advice on the communication method/equipment most appropriate for the task
2. Communicate in the workplace	2.1. Use effective questioning, and active listening and speaking skills to gather and convey information 2.2. Use appropriate non-verbal behaviour at all times 2.3. Encourage, acknowledge and act upon constructive feedback
3. Draft written information	3.1. Identify relevant procedures and formats for written information 3.2. Draft and present assigned written information for approval, ensuring it is written clearly, concisely and within designated timeframes 3.3. Ensure written information meets required standards of style, format and detail 3.4. Seek assistance and/or feedback to aid communication skills development

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to identify lines of communication, to request advice, to effectively question, to follow instructions, to receive feedback, and to convey messages clearly and concisely culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities literacy skills to identify work requirements, to draft written information and to process basic, relevant workplace documentation problem-solving skills to solve routine problems related to the workplace, under direct supervision.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as privacy laws organisational policies, plans and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: clear, concise and correct verbal and written communication promptly and appropriately following instructions knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of documents relating to workplace communication policies and procedures.
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 analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of organisational policies, plans and procedures review of written information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administrationunits.

Range Statement

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.
Workplace procedures may include:	answering telephone calls following instructions informal discussions requests from colleagues using internet and email using voice mail workplace procedures related to specific tasks
Appropriate people may include:	colleagues other staff members supervisors, mentors, trainers or assessors
Lines of communication may include:	formal and informal means verbal or written
Communication method/equipment may include:	computer network systems facsimile machines personal computer equipment including hardware, keyboards, software and communication packages telephones
Written information may include:	electronic mail facsimiles general correspondence or standard/form letters and memos handwritten and printed materials telephone messages or general messages
Standards may include:	organisational policies standards set by workgroup

Unit Sector(s)

Unit sector

Competency field

Competency field	Communication - Interpersonal Communication

Co-requisite units

Co-requisite units

BSBCMM201A Communicate in the workplace

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to communicate in the workplace. It includes gathering, conveying and receiving information together with completing routine written correspondence. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non verbal communication in a defined context under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Gather, convey and receive information and ideas	1.1. Collect information to achieve work responsibilities from appropriate sources 1.2. Use method/s and/or equipment to communicate appropriate ideas and information to the audience 1.3. Use effective listening and speaking skills in verbal communication 1.4. Seek input from internal and external sources to develop and refine new ideas and approaches 1.5. Respond to instructions or enquiries promptly and in accordance with organisational requirements
2. Complete workplace documentation and correspondence	2.1. Present written information and ideas in clear and concise language to ensure the intended meaning of correspondence is understood by recipient 2.2. Draft and present correspondence within designated time lines 2.3. Ensure presentation of written information meets organisational standards of style, format and accuracy 2.4. Complete workplace forms and documentation in a clear, concise and easy to read format
3. Communicate in a way that responds positively to individual differences	3.1. Value all individuals and treat them with respect, courtesy and sensitivity 3.2. Take into consideration cultural differences in all verbal and non-verbal communication 3.3. Use communication to develop and maintain positive relationships, mutual trust and confidence 3.4. Make efforts to use basic strategies to overcome language barriers 3.5. Ensure that behaviour is consistent with legislative requirements, enterprise guidelines and/or social protocols

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to request advice, to receive feedback and to work with a team culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to identify work requirements, and to understand and process basic workplace documentation organisational skills to plan work priorities and arrangements technology skills to select and use technology appropriate to communication tasks.
Required knowledge
key provisions of relevant legislation from all forms 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, especially style guide spelling, grammar and punctuation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: using communication methods appropriate to the audience producing clear, concise and correct written communication providing prompt responses to requests for information knowledge of relevant legislation.
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 workplace documents, including policies and procedures relating to communication.
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 written information and ideas demonstration of techniques observation of presentations review of correspondence and completed workplace forms and documentation assessment of presentation of written information.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other generaladministration units.

Range Statement

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.
Communication equipment may include:	facsimile machines information technology components including hardware, software and communication packages keyboard equipment including mouse, touchpad, keyboard network systems pens, pencils telephones
Verbal communication may include:	answering enquiries from clients answering telephone calls informal discussions requests from colleagues use of voice mail
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 manual
Written information may include:	briefing notes electronic mail facsimiles general correspondence handwritten and printed materials internal memos telephone messages
Correspondence may include:	emails memorandums messages proformas standard/form letters
Standards may include:	Australian Standards legislation organisational policies and procedures specified work standards standards set by workgroup

Unit Sector(s)

Unit sector

Competency field

Competency field	Communication - Interpersonal Communication

Co-requisite units

Co-requisite units

BSBCMM301B Process customer complaints

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCMM301A Process customer complaints

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

Application of the Unit

This unit applies to individuals who are skilled operators and apply a broad range of competencies in various customer service contexts.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Respond to complaints	1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice 1.2 Obtain, document and review reports relating to customer complaints 1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes 1.4 Negotiate resolution of the complaint and obtain agreement where possible 1.5 Maintain a register of complaints/disputes 1.6 Inform customer of the outcome of the investigation
2. Refer complaints	2.1 Identify complaints that require referral to other personnel or external bodies 2.2 Make referrals to appropriate personnel for followup in accordance with individual level of responsibility 2.3 Forward all documents and investigation reports 2.4 Followup appropriate personnel to gain prompt decisions
3. Exercise judgement to resolve customer service issues	3.1 Identify implications of issues for customer and organisation 3.2 Analyse, explain and negotiate appropriate options for resolution with customer 3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies 3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to identify trends and positions of products and services

communication skills to:

interpret customer complaints

monitor and advise on customer service strategies and resolutions

communication skills to:

people with diverse abilities

relate to people from culturally diverse backgrounds

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to:

apply organisational procedures to a range of situations

deal with customer enquiries or complaints

exercise judgement in this application

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

importance of good communication skills and the individual’s role in processing customer complaints

organisational procedures and standards for processing complaints and recommending appropriate action.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying judgement in the application of industry and/or organisational procedures working with customer complaints knowledge of organisational procedures and standards for processing complaints.
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 customer complaints examples of documents relating to customer complaints policies and procedures.
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 onthejob performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of individual’s role in processing customer complaints review of documentation outlining necessary reports relating to customer complaints review of complaints/disputes register.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customers may include:	customers with routine or specific requests internal or external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers.
Complaints may include:	different types of severity, formality and sources scenarios where external bodies such as police are required straightforward customer dissatisfaction level of documentation required.
Effective communication may include:	giving customers full attention maintaining eye contact (for facetoface interactions), except where eye contact may be culturally inappropriate speaking clearly and concisely using appropriate language and tone of voice using clear written information/communication using appropriate nonverbal communication (body language) personal presentation (for facetoface interactions).
Document and review reports relating to customer complaints may include:	completing forms and written reports using audiovisual tapes using computerbased systems.
Referrals may include:	external bodies: Ombudsman Independent Commission Against Corruption (ICAC) police relevant superiors in the organisational hierarchy.

Unit Sector(s)

Communication – Interpersonal Communication

Custom Content Section

Not applicable.

BSBCMM401A Make a presentation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit covers the performance outcomes, skills and knowledge required to prepare, deliver and review a presentation to a target audience. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who may be expected to make presentations for a range of purposes, such as marketing, training, promotions, etc. They contribute well developed communication skills in presenting a range of concepts and ideas.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare a presentation	1.1. Plan and document presentation approach and intended outcomes 1.2. Choose presentation strategies, format and delivery methods that match the characteristics of the target audience, location, resources and personnel needed 1.3. Select presentation aids, materials and techniques that suit the format and purpose of the presentation, and will enhance audience understanding of key concepts and central ideas 1.4. Brief others involved in the presentation on their roles/responsibilities within the presentation 1.5. Select techniques to evaluate presentation effectiveness
2. Deliver a presentation	2.1. Explain and discuss desired outcomes of the presentation with the target audience 2.2. Use presentation aids, materials and examples to support target audience understanding of key concepts and central ideas 2.3. Monitor non-verbal and verbal communication of participants to promote attainment of presentation outcomes 2.4. Use persuasive communication techniques to secure audience interest 2.5. Provide opportunities for participants to seek clarification on central ideas and concepts, and adjust the presentation to meet participant needs and preferences 2.6. Summarise key concepts and ideas at strategic points to facilitate participant understanding
3. Review the presentation	3.1. Implement techniques to review the effectiveness of the presentation 3.2. Seek and discuss reactions to the presentation from participants or from key personnel involved in the presentation 3.3. Utilise feedback from the audience or from key personnel involved in the presentation to make changes to central ideas presented

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities facilitation and presentation skills to communicate central ideas of a message in an informative and engaging manner, and to utilise verbal and non-verbal techniques to sustain participant engagement literacy skills to prepare presentation information and to write in a range of styles for different target audiences.
Required knowledge
data collection methods that will support review of presentations industry, product/service key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws environmental issues occupational health and safety principles of effective communication range of presentation aids and materials available to support presentations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: preparation, delivery and evaluation of the effectiveness of at least two presentations related to the candidate's occupation or area of interest knowledge of the principles of effective communication.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment, documentation and resources.
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: demonstration of preparation, delivery and evaluation of a presentation direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations review of selected presentation aids, materials and techniques review of briefing provided for others involved in the presentation evaluation of techniques implemented to review the effectiveness of the presentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration units.

Range Statement

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.
Presentation strategies may involve:	case studies demonstration discussion group and/or pair work oral presentations questioning simulations and role-play
Presentation format and delivery methods may include:	advertising copy audio direct marketing copy individual presentation public relations copy scripts storyboards team presentation verbal presentation video visuals
Characteristics may include:	age cultural and language background educational background or general knowledge gender language, literacy and numeracy needs physical ability previous experience with the topic
Presentation aids and materials may include:	computer simulations and presentations diagrams, charts and posters models overhead projector paper-based materials video and audio recordings whiteboard
Presentation techniques may include:	animation comparative advertising live action music signature elements such as: slogans logotypes packaging sound effects use of a guest speaker use of black and white use of colour use of humour
Techniques to evaluate presentation effectiveness may include:	action research critical friends focus group interviews one-on-one interviews with participants and other personnel involve in the presentation written feedback provided by participants

Unit Sector(s)

Unit sector

Competency field

Competency field	Communication - Interpersonal Communication

Co-requisite units

Co-requisite units

BSBCMM402A Implement effective communication strategies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to select and use communication strategies appropriate to a defined job role. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who use a range of communication strategies in carrying out their work.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Receive enquiry	1.1. Establish nature of enquiry 1.2. Ensure interactions with person making enquiry are in accordance with organisation's standards and procedures and meet the person's needs and expectations 1.3. Clearly outline legal and other limits of own responsibility to person making the enquiry 1.4. Record person's details and issues
2. Identify and apply appropriate communication techniques	2.1. Use communication strategies that reflect organisational standards and procedures 2.2. Use effective communication techniques during the enquiry 2.3. Ensure confidentiality of the enquiry is respected
3. Determine action to be taken	3.1. Identify personal limitations in taking action and seek appropriate assistance from designated individuals 3.2. Respond in an appropriate manner 3.3. Involve other parties in action if appropriate 3.4. Manage expectations of person making enquiry
4. Review outcomes of communication	4.1. Follow up with person making enquiry to ensure action was effected 4.2. Seek feedback about the communication strategies 4.3. Undertake appropriate record keeping and reporting

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: listen to and interpret enquiries provide clear and specific information computer skills to: access information from a range of online sources keep records provide reports in required format literacy skills to document and record details of enquiries research skills to: locate necessary information from internal and external sources identify and evaluate status of information sought interpersonal skills to: handle and tactfully screen enquiries of a sensitive nature interact with a range of culturally and linguistically diverse clients problem-solving skills to assess enquiries and to allocate them to appropriate sources for further information
Required knowledge
legislation, regulations and standards relevant to job role organisation's policies and procedures required for the full range of tasks associated with role and responsibilities accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction extent of legal professional privilege

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: conduct work according to accepted codes of conduct convey appropriate options to person making enquiry according to organisation's policies and procedures exercise judgement and tact in decisions as to when enquiries should be transferred to a more experienced person select appropriate communication techniques with regard to culturally and linguistically diverse clients.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms appropriate technology, such as computers with relevant software and communication mediums appropriate resources and people with expert knowledge of communication techniques appropriate to the specific workplace.
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: analysis of responses to case studies and scenarios demonstration of communication techniques direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of performance in role plays review of documentation recording details of person making enquiry, and issues evaluation of needs and expectations of person making enquiry and discussion of appropriate responses oral or written questioning to assess knowledge of scope ofown responsibilities and obligations to refer matters outside of area of responsibility.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBRES404A Research legal information using primary sources.

Range Statement

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.
Enquiry may be specific or general and may include:	complaint liaison seeking a meeting seeking information seeking referral.
Person making enquiry may include:	client or customer general public government representative internal employee representative of another organisation supplier.
Organisation's standards and procedures may include:	code of conduct with respect to security, confidentiality and privacy compliance framework documenting activities planned and undertaken procedures relating to: booking rooms and resources time recording protocols relating to: accommodating specific client needs, e.g. case manager, social worker or parole officer telephone responses.
Needs and expectations may include:	fair and equitable treatment follow-up action sensitivity to physical, cultural, ethnic, language and literacy requirements specificity and accuracy of information.
Legal and other limits may include:	extent of legal and professional privilege industry and professional regulations legislative and professional codes of conduct organisational practices.
Communication strategies may include:	discuss options draft an email, formal letter or other written response make a telephone call organise a meeting send a fax use text messaging or other mobile telephone communication use web-based communication and networking strategies.
Communication techniques may include:	accommodating communication difficulties experienced by person making enquiry, such as language or literacy actively listening clarifying request or problem by summarising and repeating to ensure that information gathered is accurate controlling tone of voice and body language demonstrating sensitivity to emotional and physical state and cultural background of person making enquiry using correct grammar and language.
Designated individuals may include:	colleague regulatory or government personnel supervisor teacher or trainer.
Appropriate manner may include:	contacting another organisation documenting and filing communication according to organisation's procedures not pursuing the matter notifying relevant department of enquiry organising a meeting promptly contacting person making enquiry where appropriate providing a written response recording contact on database referring person making enquiry to: appropriate government department community legal centre law firm supervisor or appropriate authority within the firm relaying information verbally and, if directed by legal practitioner, forwarding information in writing to person making enquiry telephoning person making enquiry after researching the appropriate information.
Other parties may include:	barristers clients clients' representatives government representatives interpreters lawyers for opposing party legal aid medical and legal consultants police regulatory bodies.

Unit Sector(s)

Unit sector

Competency field

Competency field	Communication - interpersonal communication

Co-requisite units

Co-requisite units

BSBCMM501A Develop and nurture relationships

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop, nurture and maintain professional relationships with clients, customers and colleagues in order to complete work tasks and further the reputation of the organisation, and the profession or occupation. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to those requiring communication and networking skills to develop and consolidate relationships with people in a range of sectors in order to build continuing relationships and ongoing business opportunities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop professional relationships	1.1. Conduct dealings with clients, professionals, and other third parties professionally and in accordance with the organisation's policies and procedures and legislative, regulatory and professional codes of practice 1.2. Comply with organisation's social, business and ethical standards to develop and maintain positive relationships 1.3. Deal with colleagues, clients and other parties in a competent manner and with regard to confidentiality 1.4. Adjust interpersonal styles and methods to the needs and situations of other parties
2. Build and maintain business networks and relationships	2.1. Develop and maintain business and professional networks and other relationships to benefit the organisation 2.2. Use business and professional networks to identify and cultivate relationships in order to promote and market the organisation 2.3. Collaborate with other professionals and third parties to expand and enhance the reputation of the organisation and to identify new and improved business practices
3. Nurture relationships and build on referral business for the long term	3.1. Follow up referral business through appropriate communication channels to find and secure new business relationships 3.2. Identify referral needs quickly and provide information about relevant products and services 3.3. Refer information and ideas about referral business to designated individuals with a view to nurturing ongoing business relationships

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to communicate effectively verbally and in writing with a variety of people of diverse backgrounds interpersonal skills to demonstrate networking and relationship-building techniques self-management skills to set goals in terms of: number of clients or customers to contact developing new relationships maintaining existing relationships technology skills to: access and maintain database systems use custom-made software to track contact with clients and professionals, and third-party referrals literacy skills to: write reports and letters use promotional and marketing tools and techniques
Required knowledge
local and international economic environment and trends marketing and public relations tools and media relevant legislation and regulations negotiation and communication principles information sources to identify relevant associations, conferences and other relationship building opportunities

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: liaise, develop and secure long-standing and effective relationships apply high level communication, negotiation, interpersonal and relationship management skills apply knowledge of the goals, policies and procedures of the organisation consider and adapt special needs of customers, including culture, language, race, religion, ethnic origin, socio-economic status and demographic needs.
Context of and specific resources for assessment	Assessment must ensure: access to range of client enquiries, instructions and transactions access to actual or simulated case studies reference to networks, associations and other business opportunities.
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Organisation's policies and procedures may include:	management and supervisory practices organisation's procedures relating to: chain of command code of conduct conflict of interest disputes and complaint resolution professional practice.
Legislative, regulatory and professional codes of practice may include:	local regulations privacy and other relevant commonwealth, state and territory legislation professional or occupational codes of conduct relevant to job role.
Organisation's social, business and ethical standards may include:	client management practices and principles customer charter organisational guidelines professional codes of practice, in particular ethics and confidentiality.
Confidentiality may include:	requirements under relevant legislation, such as privacy standards described by the organisation's policies and procedures.
Interpersonal styles and methods may include:	educate and inform negotiate and persuade seek input from internal and external sources and use this input to develop and refine ideas and approaches treat people with integrity, respect and empathy use methods appropriate to the business or organisational audience to communicate ideas and information, taking into account social and cultural diversity use soft sell and hard sell techniques.
Business and professional networks may include:	award ceremonies charity functions networking events professional associations seminars and conferences sports outings and special events supplier events.
Other professionals and third parties may include:	accounting and taxation professionals company directors and managers consumer protection authorities government departments and agencies legal professionals licensing authorities management and other relevant associations professional associations real estate professionals.
Referral business may include:	developed networks friends and relatives government representatives own organisation's internal call-in or referral method past clients or customers professional associations recommendations and referrals from other professionals or organisations recommendations from clients or customers.
Appropriate communication channels may include:	advertisements cold calls community events face-to-face mail drops mobile telephone based communication newsletters office events phone, email and other electronic technology seminars web-based social networking.
Designated individual may include:	colleague in other division or work group recognised expert specialist personnel supervisor.

Unit Sector(s)

Unit sector

Competency field

Competency field	Communication - interpersonal communication

Co-requisite units

Co-requisite units

BSBCOM401B Organise and monitor the operation of compliance management system

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to organise and monitor the operation of a compliance program/management system established by an organisation. It has been designed to be consistent with AS 3806:2006 Compliance programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of compliance who are involved in organising and operating compliance managing systems and creating solutions to unpredictable problems. Well developed skills enable these individuals to provide leadership and guidance to others, although they have limited responsibility for the output of others. Analysis and evaluation of information will take place from a variety of sources. This unit could be applied as part of a broader role of an owner-manager or senior manager in a small organisation. It may also be undertaken as a section or line manager in an operational unit or as a member of a compliance management team within a larger organisation. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify compliance roles and responsibilities	1.1. Confirm and interpret the compliance requirements applicable to the organisation 1.2. Examine the structure of the organisation to determine the roles, accountabilities and responsibilities of managers and operational staff in maintaining compliance within the organisation's planned compliance program/management system
2. Organise the operation of the compliance program/management system	2.1. Confirm the components of the planned compliance program/management system and clarify the proposed structures, procedures and budgetary arrangements for their implementation 2.2. Develop an implementation strategy and schedule for the establishment of the planned compliance program/management system in accordance with relevant Australian and international standards 2.3. Assign or acquire resources for the planned compliance program/management system in accordance with organisational procedures and policies 2.4. Arrange appropriate briefings and training to ensure relevant managers and operations staff are aware of their roles and responsibilities 2.5. Launch the compliance program/management system in accordance with organisation's plan
3. Monitor the operation of the compliance program/management system	3.1. Gather information on the operation of the compliance program/management system from appropriate sources 3.2. Review feedback and performance indicators on the operation of the compliance program/management system in terms of agreed criteria 3.3. Identify problems in the operation of the compliance program/management system and in particular any breach of compliance requirements and take appropriate action to address problems 3.4. Provide detailed compliance requirements in the case of breaches, initiate specific timely action and inform all relevant internal and external personnel through the established reporting systems
4. Document the operation and monitoring of the compliance program/management system	4.1. Prepare and disseminate information on the operation of the compliance program/management system to relevant internal and external personnel in accordance with the communication strategy for the compliance program/management system 4.2. Prepare and disseminate periodic reports on the operation of the compliance program/management system, identify any operational problems and take any related action to relevant internal and external personnel 4.3. Prepare and disseminate reports on any identified breaches of compliance requirements and take any related action to relevant internal and external personnel

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
financial skills to manage budgetary resources for compliance management systems interpersonal skills to establish rapport and to build relationships with clients, team members and stakeholders who have an interest in the operation of an organisation's compliance program or management system leadership skills to gain trust and confidence of colleagues and clients literacy skills to prepare and edit reports containing complex concepts and ideas organisational and time management skills to organise compliance management systems, and associated finances and human resources within an organisation problem solving skills to create innovative solutions to problems arising from the organisation and monitoring of compliance management systems research and data collection skills to investigate an organisation's compliance management system research and data collection skills to monitor the operation of a management system.
Required knowledge
Australian and international standards including but not limited to: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management compliance policies and requirements relevant to the organisation elements of the compliance program/management system including: documentation of compliance requirements relevant to the organisation specification of compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including identifying, classifying, investigating, rectifying and reporting breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system reporting processes on compliance management including reports on breaches and rectification action relevant organisational policies and procedures including: compliance plans and policies in various compliance areas organisational standards for operations and ethics.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: organising and monitoring compliance programs or management systems knowledge of relevant Australian and international standards.
Context of and specific resources for assessment	Assessment must ensure: access to a compliance program or management system access to relevant documentation such as: plans for the operation of the compliance program/management system organisational policies, standard operating procedures, procedures and plans relevant legislation, regulations, licensing requirements, codes of practice, standards, etc. access to appropriate computer resources for online searching, data processing and analysis, and report preparation and editing.
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: analysis of responses to case studies and scenarios analysis of information gathered about the compliance management system assessment of compliance plans, progress and monitoring reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of application of compliance management techniques observations of interactions with team members, colleagues, regulatory authorities and clients oral or written questioning to assess knowledge of compliance management activities review of implementation strategy and schedule for the establishment of the planned compliance program/management system evaluation of briefings and training to ensure staff are aware of their roles and responsibilities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Compliance requirements may include:	cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including cross-industry generic regulations as well as industry, equipment or product-specific sub-categories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation different types of external and internal compliance requirements including: regulations of a state/territory, national or international regulatory authority accreditation requirements of an institute, professional organisation or registration body requirements for certification under statutory licensing systems statutory standards or codes of practice internal policies, procedures, standards or codes of practice of an organisation industrial relations agreements and policies
Components of the planned compliance program/management system may include:	breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance complaints handling systems compliance related management information systems compliance reporting procedures continuous improvement processes for compliance including monitoring, evaluation and review corporate induction and training processes related to compliance management documentation of compliance requirements relevant to the organisation liaison procedures with relevant internal and external personnel on compliance related matters processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system record keeping systems required for compliance management reporting processes on compliance management including reports on breaches and rectification action specifications of compliance management functions, accountabilities and responsibilities within the organisation strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management
Resources for the planned compliance program/management system may include:	audiovisual resources where applicable computer hardware, software and files facilities and physical resources hardcopy and electronic documentation management and operations personnel management information system
Appropriate sources may include:	information from advisors, consultants and others with expertise in the development, operation and maintenance of compliance program/management systems internal personnel with expertise in the development, operation and maintenance of compliance program/management systems publications (hardcopy and electronic) of authorities and organisations in relevant compliance areas representatives of authorities and organisations in relevant compliance areas
Performance indicators may include:	content of reports of breaches of compliance requirements number and details of alleged breaches of relevant laws, codes and organisational standards number and details of complaints recorded that are related to compliance requirements and action taken operational costs of the compliance program/management system reported problems in the operation of the complaints management system reports on action taken in the event of a breach in compliance requirements results of assessments of skills and knowledge of managers and operations staff in terms of the organisation's compliance requirements, the compliance program/management system and their individual roles, accountabilities and responsibilities
Relevant internal personnel may include:	board of directors chief executive officer chief executives and managers in related organisations with an interest in the compliance requirements and the compliance program/management system compliance management team (where relevant) compliance specialists at the management level compliance specialists at the operational level frontline managers legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems representatives of professional associations and institutes relevant to the compliance requirements and the compliance program/management system representatives of relevant authorities with an interest in the compliance requirements and the compliance program/management system senior management team
Relevant external personnel and organisations may include:	educational institutions and organisations government departments professional associations and institutes state/territory or national licensing authorities state/territory or national statutory standards authorities state/territory, national or international regulatory authorities
Communication strategy may include:	attendance at relevant conferences, seminars, etc. dealing with relevant aspects of applicable compliance requirements and related compliance management hardcopy and electronic newsletters either dedicated to compliance management issues or having a section dealing with compliance management issues nominated internal contacts linked to an established network of external contacts in relevant regulatory authorities and other organisations with an interest in applicable compliance requirements presentations and papers at conferences or in relevant journals covering relevant aspects of the organisation's compliance program/management system production and distribution of external documentation requirements including press releases, published information on compliance policies and organisational initiatives for compliance management, submissions and reports to regulatory authorities and others with an interest in applicable compliance requirements production and distribution of internal documentation requirements including overall specification of the compliance program/management system, procedures, standards, organisational structures, descriptions of staff roles and responsibilities, information on compliance program/management system components, breach management policies and procedures subscription to and/or systematic access and review of, relevant publications and periodicals dealing with relevant aspects of applicable compliance requirements and related compliance management website and email arrangements for communication with relevant internal and external personnel

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM402B Implement processes for the management of a breach in compliance requirements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify, classify, investigate, rectify and report breaches in compliance requirements within an organisation. The processes will be as defined within the organisation's compliance program/management system. The unit has been designed to be consistent with AS 3806: 2006 Compliance programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This work applies to an owner-manager required to undertake a broad role in the organisation, a senior manager in a small organisation, a section or line manager in an operational unit, or a member of a compliance management team within a larger organisation. Competence in this unit requires the demonstration of core of knowledge associated with the general processes of identifying, classifying, investigating, rectifying and reporting breaches in compliance requirements. There is also a variable knowledge set related to the specific legislative requirements, code/s of practice and internal standards, and associated breach management procedures relevant to the operations and sphere of business of the organisation and/or industry sector concerned. This unit is intended to ensure that compliance is an integral part of normal business operations. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify a breach in compliance requirements	1.1. Monitor fulfilment of compliance requirements in operations within areas of responsibility in accordance with the organisation's established compliance program/management system 1.2. Promptly identify, classify, and report any breaches of compliance requirements
2. Develop and implement an action plan for investigation and rectification of a breach	2.1. Investigate identified breach of compliance requirements to determine the cause in accordance with the organisation's compliance program/management system 2.2. Develop an appropriate action plan for managing and rectifying an identified breach in accordance with the established breach management procedures and relevant Australian and international standards 2.3. Take prompt action to rectify a breach as per the plan 2.4. Document and report action taken as required
3. Liaise with relevant internal and external personnel	3.1. Maintain appropriate liaison with all relevant internal personnel, and external personnel and organisations on the nature of the breach and the action being taken 3.2. Inform internal and external personnel of progress in rectifying the breach 3.3. Take advice and direction from relevant internal and external personnel on the management and rectification of the breach in accordance with the organisation's compliance program/management system 3.4. Apply effective interpersonal skills
4. Monitor the rectification of a breach	4.1. Closely monitor progress in the rectification of a breach of compliance requirements in accordance with the organisation's compliance program/management system 4.2. Identify problem/s which may arise in breach rectification and take appropriate action to deal with the problem/s and report to appropriate personnel on its management 4.3. Notify all relevant personnel when the identified breach has been successfully rectified
5. Document breach and subsequent rectification	5.1. Prepare and submit all required reports on identified breach and subsequent rectification action to relevant internal and external personnel 5.2. Report systemic and recurring problems of non-compliance to those with sufficient authority to correct them 5.3. Complete records of breach, action taken and the outcomes of rectification processes and file in accordance with the organisation's compliance program/management system

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
financial skills to manage budgetary resources for compliance management systems interpersonal skills to establish rapport, and to build relationships with clients, team members and stakeholders who have an interest in the operation of an organisation's compliance program or management system leadership skills to gain the trust and confidence of colleagues and clients literacy skills to prepare and edit reports containing complex concepts and ideas organisational and time management skills to organise compliance management systems, associated finances and human resources within an organisation problem solving skills to create innovative solutions to problems arising from organising and monitoring compliance management systems research and data collection skills to investigate an organisation's compliance management system.
Required knowledge
compliance policies and requirements applicable to the organisation elements of the compliance program/management system including: analysis techniques relevant to the review and interpretation of an identified breach in compliance requirements breach management policies and processes including identifying, classifying, investigating, rectifying and reporting breaches in compliance requirements compliance related management information systems compliance reporting procedures compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review documentation of compliance requirements relevant to the organisation liaison procedures with relevant internal and external personnel on compliance related matters processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system record keeping systems required for compliance management reporting processes on compliance management including reports on breaches and rectification action specification of compliance management functions, accountabilities and responsibilities within the organisation strategies for developing a positive compliance culture within the organisation relevant Australian and international standards such as: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management internal and external personnel with an interest in compliance.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification, investigation, rectification and reporting of compliance breaches within a workplace knowledge of compliance policies and requirements applicable to the organisation.
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on compliance requirements such as: organisational policies, standard operating procedures, procedures and plans relevant legislation, regulations, licensing requirements, codes of practice, standards access to the relevant internal and external data files access to appropriate computer resources.
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: analysis of responses to case studies and scenarios analysis of information gathered about breaches in the compliance management system assessment of action plan developed to manage and rectify an identified breach direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of application of compliance management techniques used in gathering information about compliance breaches observations of interactions with team members, colleagues, regulatory authorities and clients oral or written questioning to assess knowledge of compliance reporting procedures review of reports submitted on identified breach and subsequent rectification action assessment of records of breaches and action taken.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Compliance requirements may include:	different types of external and internal compliance requirements including: regulations of a state/territory, national or international regulatory authority accreditation requirements of an institute, professional organisation or registration body requirements for certification under statutory licensing systems statutory standards or codes of practice internal policies, procedures, standards or codes of practice of an organisation cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including cross-industry generic regulations as well as industry, equipment or product-specific sub-categories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation
Compliance program/ management system may include:	breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance complaints handling systems compliance related management information systems compliance reporting procedures continuous improvement processes for compliance corporate induction and training processes related to compliance management documentation of compliance requirements relevant to the organisation liaison procedures with relevant internal and external personnel on compliance related matters processes for the internal and external promulgation and promotion of information on requirements and the compliance program/management system record keeping systems required for compliance management reporting processes on compliance management including reports on breaches and rectification action specification of compliance management functions, accountabilities and responsibilities within the organisation strategies for developing a compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organisations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management
Internal personnel may include:	board of directors chief executive officer compliance management team (where relevant) compliance specialists at the operational level frontline managers senior management team
External personnel and organisations may include:	chief executives and managers in organisations with an interest in the compliance issues being researched educational institutions and organisations government departments legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems professional associations and institutes representatives of relevant authorities in pertinent compliance areas representatives of professional associations and institutes relevant to the organisation's operations and sphere of business state/territory, national or international regulatory authorities state/territory or national licensing authorities state/territory or national statutory standards authorities

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM403B Provide education and training on compliance requirements and systems

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to effectively implement and maintain an organisation's established compliance program/management system. This may include the organisation of the development and provision of appropriate internal and external learning opportunities and resources. This unit has been designed to be consistent with AS 3806: 2006 Compliance programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Depending on the size of the organisation, the unit could be applied to different groups of managers. In small businesses, the unit could be undertaken by owner-managers, chief executives and/or other managers. In larger organisations, the unit could be required by managers and compliance section managers, who may have specific responsibility for the planning, development and operation of induction and training components of their organisation's compliance program. This unit is intended to ensure that compliance is an integral part of normal business operations. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the requirements for induction and ongoing training programs in compliance management	1.1. Establish compliance requirements relevant to the organisation and the associated compliance program/management system 1.2. Confirm and document the organisation's obligations and responsibilities in providing induction and training activities 1.3. Identify and confirm individual responsibilities of personnel within the organisation to implement the organisation's compliance program/management system 1.4. Assess and document current competence and capacity of personnel to implement and maintain a compliance program/management system 1.5. Determine induction and training needs of personnel to achieve the required levels of competence
2. Plan internal and external compliance education and training systems	2.1. Develop compliance training objectives based on assessed training needs of personnel 2.2. Assess and compare quality and costs of external training options 2.3. Assess ability of organisation to deliver required training internally 2.4. Select and organise appropriate internal compliance training programs and/or external compliance training options to meet assessed compliance management training needs 2.5. Negotiate training options if required 2.6. Prepare and negotiate budget for internal and external compliance training with appropriate organisational personnel 2.7. Identify training personnel requirements and recruit and prepare appropriate staff
3. Organise internal and external compliance education and training systems	3.1. Organise appropriate training and assessment materials and facilities for development or acquisition (where required) 3.2. Prepare and execute implementation plans for the internal and external compliance training as approved 3.3. Negotiate and sign contract/s for required external compliance training as per organisational policies and procedures 3.4. Implement planned corporate induction and training programs
4. Evaluate and monitor the compliance education and training systems	4.1. Prepare operational plan for the monitoring and evaluation of internal and external compliance training systems and seek approval from appropriate personnel 4.2. Identify and organise staff and resources required for the monitoring and evaluation of internal and external compliance training systems 4.3. Implement approved plans for the monitoring and evaluation of internal and external compliance training systems
5. Document the operation of the compliance education and training systems	5.1. Document plans for the development and operation of both internal and external compliance induction and training systems in accordance with organisational requirements 5.2. Prepare, process and store operational reports, certification and training and assessment records 5.3. Prepare and process reports on the outcomes of monitoring and evaluation of compliance induction training systems as required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
organisational skills to source, select and coordinate appropriate internal and external training options and activities within an organisation interpersonal skills to contribute to a positive culture of compliance ability to coordinate training and assessment activities within an organisation interpersonal skills to relate to internal and external personnel involved in compliance training organisational and time management skills to plan and develop appropriate internal and external training in compliance related areas, including: developing internal and external training schedules managing other personnel involved in the education and training activities coordinating availability and use of training facilities, equipment and materials managerial skills to monitor and evaluate internal and external training programs in an organisation literacy skills to read, interpret and write a range of reports with complex concepts and processes.
Required knowledge
internal and external training options available to match the needs of the organisation and its staff in compliance related areas Australian and international standards relevant to training and development in compliance management systems including: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management sources of information on training options relevant to the development, implementation and maintenance of compliance program/management systems adult education and training principles elements of compliance programs and related management systems including: documentation of compliance requirements relevant to the organisation specification of compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance management system reporting processes on compliance management including reports on breaches and rectification action relevant organisational policies and procedures including: compliance plans and policies in various compliance areas organisational standards for operations and ethics.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: provision of education and training to relevant personnel within an organisation to enable it to fulfill its obligations and responsibilities under applicable compliance requirements knowledge of adult education and training principles.
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on internal and external training options in compliance related areas relevant to the organisation's needs relevant training and assessment materials, facilities and resources suitable internal training support staff and administrators access to training records related to the compliance training scheme access to appropriate computer resources for managing the organisation's compliance training scheme.
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: analysis of evaluation reports from participants in training programs provided assessment of training program materials, content, facilitator and participant guides direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of interactions with trainees, team members, colleagues, regulatory authorities and clients oral or written questioning to assess knowledge of training program content or implementation review of implementation plans for the internal and external compliance training, and the operational plan for the monitoring and evaluation of internal and external compliance training systems assessment of operational reports, certification and training and assessment records.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Compliance requirements may include:	cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination alcohol licensing regulations bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services, fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing rail transport road transport safety security sewage superannuation taxation telecommunications tobacco trade practices consumer protection water supply workers compensation workers rehabilitation different types of external and internal compliance requirements including: regulations of state/territory, national or international regulatory authority accreditation requirements of an institute, professional organisation or registration body requirements for certification under statutory licensing systems statutory standards or codes of practice internal policies, procedures, standards or codes of practice of an organisation
Compliance program/ management system may include:	documentation of compliance requirements relevant to the organisation breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance complaints handling systems compliance related management information systems compliance reporting procedures corporate induction and training processes related to compliance management continuous improvement processes for compliance including monitoring, evaluation and review liaison procedures with relevant internal and external personnel on compliance related matters processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system record keeping systems required for compliance management reporting processes on compliance management including reports on breaches and rectification action specifications of compliance management responsibilities within the organisation strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system
Individual responsibilities of personnel within the organisation to implement the organisation's compliance program/management system may include:	advising and consulting on compliance requirements and management systems applying basic skills and knowledge (achieved in induction or orientation program) to ensure that compliance is maintained with applicable regulations, rules, codes etc. costing and budgeting for compliance creating a culture of compliance within an organisation developing and implementing systems for compliance, including record keeping, complaints and reporting systems ensuring that the organisational infrastructure, policies and operating procedures for compliance are developed, implemented and maintained educating others on compliance requirements and related management systems ensuring compliance within others' work ensuring compliance within own work evaluating and reviewing compliance management system identifying and interpreting compliance requirements implementing the compliance records system implementing the compliance related complaints-handling system managing rectification of breaches of compliance requirements monitoring and reporting on the implementation of compliance systems and requirements organising the implementation of compliance program/management system planning and developing a compliance management system promoting compliance within and outside of an organisation rectifying identified breaches of compliance requirements undertaking risk management on compliance
Internal compliance training programs may include:	induction and on-job coaching and mentoring on compliance responsibilities and roles within compliance programs and related management systems internal off-job training on specific aspects of compliance management system such as MIS, complaints management, breach management, contributing to a compliance culture within the organisation, etc. (these may be substantial courses or short one-day workshops on specific issues) internally developed and managed online training on specific aspects of the compliance management system including operational procedures and relevant roles and responsibilities
External compliance training options may include:	training programs conducted by regulatory authorities on requirements and obligations within a specific area of compliance e.g. OHS (Australian Safety and Compensation Council) or financial advisor regulations (Australian Securities & Investments Commission) training programs on relevant aspects of compliance conducted by accredited training organisations externally developed and managed online training on specific aspects of compliance and compliance programs and related management systems
Training personnel may include:	compliance education and training managers training coordinators trainers and assessors with expertise in relevant aspects of compliance requirements, compliance programs and related management systems coaches and mentors in the workplace with expertise in relevant aspects of compliance requirements, compliance programs and related management systems training support staff including administration staff, training resource managers and training material developers
Operational reports, certification and training and assessment records may include but are not limited to:	accreditation submissions and related documentation assessment outcomes educational awards and training certificates reports on the evaluation of compliance training programs planning and operational documentation for both internal and external compliance training trainee and student records

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM404B Promote and liaise on compliance requirements, systems and related issues

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to promote, communicate and liaise about an organisation's compliance requirements and commitments to staff, agents, contractors and other relevant third parties. This unit has been designed to be consistent with Australian Standard AS 3806: 2006 Compliance programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to owner-managers, chief executives or senior managers in a small business, and managers or members of a compliance management team within a larger organisation. This unit requires well developed promotional and liaison skills combined with knowledge of relevant legislative requirements, code/s of practice and internal standards and procedures to ensure that compliance is an integral part of normal business operations. This unit also applies to promotional and/or liaison activities undertaken by an internal consultant responsible for advising the chief executive and/or management team on compliance management policies and systems, and related matters. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify compliance issues on which liaison is required	1.1. Confirm and clarify with relevant internal and external personnel, compliance issues requiring communication 1.2. Seek and/or obtain information during the liaison activity on applicable compliance requirements and related compliance program/management system and summarise in an appropriate format 1.3. Identify, source and interpret sections of relevant Australian and international standards in terms of processes to be followed for promotional and liaison activities
2. Identify the target groups for promotional or liaison activities	2.1. Using appropriate means, identify groups that need to be aware of the organisation's compliance program/management system or that may need to be contacted about compliance issues 2.2. Record information on identified target groups and store in an appropriate format for use in activities to promote the compliance program/management system
3. Identify contacts for liaison	3.1. Identify suitable contacts from own network or with the assistance of relevant internal and external personnel 3.2. Apply search techniques to establish the most suitable contacts for the liaison activities, where appropriate
4. Develop an action plan for the promotional and liaison activities	4.1. Access and review details of the organisation's compliance program/management system 4.2. List internal and external persons and organisations that need to be aware of specific aspects of the compliance program/management system in compliance management promotional and liaison activities 4.3. Prepare an action plan for the compliance management promotional and liaison activities in collaboration with relevant internal and external personnel
5. Assign resources for promotional and liaison activities	5.1. Prepare to implement the planned compliance management promotional and liaison activities and negotiate a suitable budget with authorised personnel for approval 5.2. Assign or acquire physical and human resources for the execution of the planned promotional and liaison activities, in accordance with the approved action plan
6. Communicate with identified contacts	6.1. Make initial contact with identified internal and/or external contacts using appropriate communication techniques 6.2. Ensure the requirements for seeking information are clearly explained and communicated 6.3. Apply effective interpersonal skills during all communication activities 6.4. Provide accurate and clear details in written, electronic or oral form using appropriate techniques in accordance with relevant internal and external requirements 6.5. Record details of communications conducted as part of compliance related promotional and liaison activities in an appropriate format
7. Manage promotional and liaison activities	7.1. Brief managers and personnel on their roles and responsibilities in the compliance management promotional and liaison activities 7.2. Monitor compliance management promotional and liaison activities against objectives, established performance criteria, milestones and budget targets 7.3. Take appropriate action to ensure promotional activities achieve the planned outcomes within project limits
8. Evaluate promotional and liaison activities	8.1. Collect data and performance indicators from appropriate sources, on the outcomes of compliance management promotional and liaison activities 8.2. Analyse collected evaluation data in terms of planned outcomes and performance criteria 8.3. Summarise the results of the promotional and liaison activities and document identified issues and related recommendations
9. Document promotional activities	9.1. Record, store and disseminate details of the execution of planned compliance management promotional and liaison activities in accordance with the organisation's policies and procedures 9.2. Prepare and submit reports on the compliance management promotional and liaison activities and ensure the outcomes are relevant to internal and external personnel 9.3. Refer recommendations on improvements to compliance management promotional and liaison activities to relevant managers for appropriate action 9.4. Organise and incorporate information on contacts established during compliance management liaison activities in an appropriate listing of contacts for future liaison activities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to use media in the course of promotional and liaison activities interpersonal skills to contribute to the development of a positive culture of compliance within an organisation interpersonal skills to establish rapport and to relate to internal and external compliance stakeholders literacy skills to read and interpret various types of documents and to write reports containing complex concepts organisational and time management skills to implement promotional compliance and liaison activities project management skills to: scope and plan promotional and liaison activities manage other personnel involved in the promotional and liaison activities manage a budget for promotional and liaison activities research and analytical skills to identify target groups for promotional and liaison activities technical skills to use communications technology effectively.
Required knowledge
Australian and international standards including: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management compliance requirements applicable to the organisation elements of compliance program and related management systems including: documentation of compliance requirements relevant to the organisation specification of compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system internal and external personnel with an interest in an organisation's compliance program/management system techniques suitable for liaising with others on an organisation's compliance program/management system and related issues reporting processes on compliance program/management including reports on breaches and rectification action relevant organisational policies and procedures including: compliance plans and policies in various compliance areas organisational standards for operations and ethics.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: successful promotion and liaison of a compliance program/management system for an external organisation or internally within an organization knowledge of compliance requirements applicable to the organisation.
Context of and specific resources for assessment	Assessment must ensure: multiple examples of promotional activities and liaison activities are assessed access to relevant information on the organisation's applicable compliance requirements and related management system such as: organisational policies, plans, standard operating procedures, compliance breach management procedures, etc. relevant legislation, regulations, licensing requirements, codes of practice, standards, etc. access to the relevant internal and external data files access to relevant internal and external personnel access to appropriate computer resources for maintaining a contact database or maintaining records of promotional and liaison activities.
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: analysis of evaluation reports about promotional activities assessment of promotional materials, content, publications direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of delivery of promotional activities relating to compliance requirements and systems observations of interactions with internal and external stakeholders while conducting promotional activities and liaising about compliance management systems and processes, oral or written questioning to assess knowledge of promotional or liaison activities and their implementation review of authenticated compliance promotional documents or computer files from the workplace or training environment review of action plan assessment of records of communications about compliance related promotional and liaison activities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Compliance issues may include:	breach management strategies changes in compliance requirements costs of compliance details of compliance requirements interpretation of compliance requirements personnel roles and responsibilities possible exemptions in some areas of compliance requirements risk management strategies
Compliance requirements may include:	different types of external and internal compliance requirements including: accreditation requirements of an institute, professional organisation or registration body internal policies, procedures, standards or codes of practice of an organisation regulations of a state/territory, national or international regulatory authority requirements for certification under statutory licensing systems statutory standards or codes of practice cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including cross-industry generic regulations as well as industry, equipment or product-specific sub-categories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation
Compliance program/management system may include:	breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance complaints handling systems compliance related management information systems compliance reporting procedures continuous improvement processes for compliance including monitoring, evaluation and review corporate induction and training processes related to compliance management documentation of compliance requirements relevant to the organisation liaison procedures with relevant internal and external personnel on compliance related matters processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system record keeping systems required for compliance management reporting processes on compliance management including reports on beaches and rectification action specification of compliance management accountabilities and responsibilities within the organisation strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management
Target groups may include:	clients of the organisation consultants and advisors to the organisation contractors and suppliers of services and resources to the organisation internal management teams internal operations teams and personnel media and other organisations with a role in reporting on the organisation's compliance responsibilities and obligations, possible breaches in the requirements and the operation of the organisation's compliance program/management system regulatory authorities and other organisations with an interest in applicable compliance requirements staff
Search techniques may include:	contacting relevant professional associations and other organisations that may be able to recommend possible contacts internet search of websites of pertinent regulatory authorities, licensing bodies, organisations, etc. to identify relevant contacts review of published information on personnel within relevant organisations such as company reports, journals and other documentation from regulators and other organisations with responsibility for overseeing that organisations fulfil compliance requirements scan of suitable published reference materials such as business directories, corporate listings, government services and agencies, information directories, etc. to identify relevant contacts
Compliance management promotional and liaison activities may include:	articles and papers in newsletters and journals conferences, seminars and workshops email communications faxes information promulgated via websites interviews letters, reports, completed forms and other types of written documentations meetings multimedia materials and resources teleconferences and videoconferences telephone discussions
Action plan may include:	budget key performance criteria and indicators methodology for evaluating the success of the planned compliance management promotional activities objectives and planned outcomes planned processes for reporting on the compliance management promotional activities required human and physical resources schedule of activities time lines and key milestones
Internal and/or external contacts may include:	board of directors chief executive officer chief executives and managers in organisations with an interest in the compliance issues being researched compliance management team (where relevant) compliance specialists at the operational level frontline managers legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems representatives of professional associations and institutes relevant to the organisation's operations and sphere of business representatives of relevant authorities in pertinent compliance areas senior management team
Communication techniques may include:	electronic communications including telephone, fax, email, short message service (SMS), etc. face-to-face oral communications written communications
Requirements for seeking information may be communicated:	electronically in writing orally
Performance indicators may include:	assessed increase in awareness among target groups of the compliance requirements and related compliance program/management system of the organisation assessed increase in confidence in the ability of the organisation to fulfil its obligations and responsibilities under applicable compliance requirements confidence of representatives of relevant regulatory authorities, licensing bodies, etc. in the capacity of an organisation and its managers and staff to take appropriate action to fulfil pertinent compliance requirements, and to rectify and report on any breaches in those requirements reduction in breaches of compliance requirements among internal and external personnel including those contracted to provide services or supplies to the organisation
Listing of contacts may include:	electronic database of contacts hardcopy lists of contacts including address books and contact lists

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM405A Promote compliance with legislation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to promote compliance with domestic and international legislation, both by self and others in the workplace. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of international trade who determine compliance strategies and model and encourage compliance by implementing these strategies.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine compliance strategies	1.1. Access current information about the range of domestic and international legislation relating to own work 1.2. Clarify compliance requirements to confirm understanding and ensure consistency of interpretation and application 1.3. Obtain advice to assist in applying relevant legislation to own work and identifying compliance requirements 1.4. Access organisation's procedures and practices to facilitate compliance with relevant legislation 1.5. Assess interface with other organisations
2. Model and encourage compliance with legislative requirements	2.1. Apply organisation's procedures and practices to own work practices to meet compliance requirements 2.2. Identify areas of uncertainty in own work related to compliance requirements and take action to clarify issues 2.3. Review own work and seek feedback from others to confirm continuing compliance with legislative requirements 2.4. Evaluate own competence and address any identified gaps 2.5. Identify possible implications of non-compliance and use these to guide own work practices 2.6. Raise inadequacies in organisation's procedures and practices which may contribute to non-compliance in accordance with organisational procedures 2.7. Raise inadequacies with outside organisations' procedures and practices which may contribute to non-compliance in accordance with organisational procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to provide advice and to document policies and procedures leadership skills to gain trust and confidence of colleagues and clients learning skills to maintain knowledge of changes to compliance legislation and requirements problem-solving skills to address compliance issues.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Australian Harmonized Export Commodity Codes conditions Carriage of Goods by Sea Act Customs Act INCOTERMS trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act transport of dangerous goods contract law sales of goods legislation Warsaw Convention World Trade Organisation determinations organisational policies and procedures relating to legislation in organisation's functional area penalties for non-compliance with legislative requirements auditing requirements Occupational Health and Safety (OHS) requirements applicable to own work and functional area.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying compliance requirements developing and implementing strategies to manage compliance with appropriate legislation documenting policies, procedures and practices developed to address compliance issues encouraging and supporting own compliance and that of others in the workplace knowledge of relevant conventions, treaties, agreements, guidelines, declarations, recommendations, laws and rules.
Context of and specific resources for assessment	Assessment must ensure: access to relevant workplace documentation and compliance measures access to libraries or other resource collections access to an actual workplace or simulated environment access to office equipment and resources.
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 own work and feedback sought from others to confirm continuing compliance with legislative requirements analysis of responses to case studies and scenarios oral or written questioning to assess knowledge of penalties for non-compliance with legislative requirements evaluation of inadequacies raised about the organisation's procedures and practices in relation to compliance with legislative requirements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINT405B Apply knowledge of import and export international conventions, laws and finance.

Range Statement

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.
Legislation may include:	legislation applicable across all organisations such as OHS, equal opportunity, anti-discrimination, company law, contract law, consumer law legislation specific to the operations of the organisation
Compliance requirements may include:	audit schedules and cycles Australian Customs Service Accredited Client Program for qualifying clients checks and balances crosschecking policies and procedures detailing compliance requirements and processes to ensure compliance sign offs by individual/s responsible for ensuring compliance
Other organisations may include:	agents clients customers partners suppliers
Implications of non-compliance may include:	fines or penalties loss of Accredited Client Program status for client warnings withdrawal of licences, approvals

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM406A Conduct work within a compliance framework

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to carry out work in accordance with the compliance framework applying to a particular job role, occupation or profession. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who identify statutory, legislative and regulatory requirements and relate them to individual work practices to ensure ongoing adherence to the compliance framework.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify individual compliance requirements	1.1. Identify and document statutory, legislative and regulatory requirements relevant to job role, occupation or profession 1.2. Identify and document relevant organisational and industry requirements
2. Interpret individual compliance requirements	2.1. Map compliance requirements against individual position description and work practices 2.2. Discuss ethical considerations with relevant parties where appropriate
3. Ensure individual compliance	3.1. Consult with appropriate persons to identify procedures to be applied, contingent on the situation 3.2. Reflect on personal actions in the context of compliance requirements 3.3. Record action taken if required
4. Identify and adapt to changes in compliance requirements	4.1. Access and analyse documentation relating to changes in compliance issues 4.2. Discuss documentation with appropriate persons to ensure ongoing compliance

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
written and oral communication to apply the relevant compliance framework research and documentation skills to research and summarise the compliance framework relevant to job role self-management skills to: monitor and adapt to changes in compliance issues handle contingencies
Required knowledge
statutory, legislative and regulatory requirements relevant to job role, occupation or profession codes of practice relevant to job role, occupation or profession organisational policies and procedures relevant to workplace comprehensive knowledge of individual work requirements and practices as contained in position description and occupational standards interpretation of statutory requirements and codes of conduct in context of individual job role

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply knowledge of relevant statutory, legislative and regulatory requirements relating to work practices map requirements to work practices to demonstrate an application of compliance requirements apply work practices in accordance with a compliance framework handle contingencies.
Context of and specific resources for assessment	Assessment must ensure access to: legislation, regulations and codes of conduct relevant to job role, occupation or profession information about relevant professional associations and codes of conduct organisational policies and procedures relevant to job role, occupation or profession.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this units: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence oral or written questioning to assess knowledge of scope of own responsibilities and obligations to refer matters outside area of responsibility evaluation of legal cases involving the application of the compliance framework relevant to the job role, occupation or profession.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCMM402A Implement effective communication strategies.

Range Statement

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.
Statutory, legislative and regulatory requirements may include:	equal employment opportunity and anti-discrimination legislation legislation specific to the industry or profession, e.g. Legal Professional Act 2007 occupational health and safety laws privacy legislation regulations and codes of conduct governing the occupation or profession.
Organisational and industry requirements may include:	conflict of interest guidelines equity guidelines and workplace diversity guidelines ethical or other standards industry standards and codes of conduct internal control standards organisation's values statement and relevant policies and procedures.
Appropriate person may include:	human resource manager person designated in organisational policy and procedure responsible for compliance supervisor.
Documentation may include:	newsletters organisational records staff meeting agendas and minutes updates from networks and professional associations.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - compliance

Co-requisite units

Co-requisite units

BSBCOM501B Identify and interpret compliance requirements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify and interpret the range of internal and external compliance requirements and obligations that must be fulfilled by an organisation. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals working as a chief executive or manager in a small organisation (where it would be part of their broad role) or as a member of a compliance management team within a larger organisation. These individuals require a sound theoretical knowledge of compliance and well established skills in identifying and interpreting compliance requirements relevant to the operations and sphere of business of the organisation and/or industry sector concerned. The unit also applies to internal or external consultants as part of a broader advisory role to the chief executive or management team of a large or small organisation on compliance management policies and systems. As the activities are focused primarily on identifying and interpreting specific legislative requirements, codes of practice, and internal standards and procedures as they relate to a particular organisation, this unit differs from BSBCOM601B Research compliance requirements and issues. Researching compliance issues is a higher order competence aimed at carrying out research into a wider range of compliance-related issues, such as the costs of compliance, the potential impact of compliance on an organisation or industry, and the risks and consequences of non-compliance.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify the scope of operations	1.1. Identify and review the relevant range of operations and the sphere of business arrangements of the organisation 1.2. Conduct an analysis of the operations and business arrangements of the organisation and identify the functions, products and services that may be subject to compliance requirements 1.3. Develop and document work activity plans for determining relevant compliance requirements 1.4. Obtain approval of plans from relevant organisational personnel
2. Identify compliance requirements	2.1. Conduct a search of information on internal and external compliance requirements using appropriate search resources, including relevant Australian and international standards 2.2. Ensure the search of compliance requirements scans across all relevant jurisdictions of laws, regulations, and industry and organisational codes and standards and identify pertinent compliance requirements 2.3. Progressively review information collected in terms of its relevance to the organisation's operations, services and products 2.4. Organise and store gathered information on relevant compliance requirements in an appropriate format for further analysis
3. Interpret, analyse and prioritise identified compliance requirements	3.1. Review and interpret collected information in terms of its relevance to the organisation's functions, services and products 3.2. Discuss and clarify with relevant internal or external personnel ambiguities, uncertainties and problems experienced in interpreting identified compliance information 3.3. Identify, analyse and prioritise relevant compliance requirements in terms of critical implications for the organisation and risks and consequence of possible breaches 3.4. Group pertinent compliance requirements into those that are critical and central to the organisation's operations, those that are important in some circumstances but are not central to the organisation's operations, and those that are pertinent but are incidental to the organisation's operations
4. Document compliance requirements	4.1. Organise and document outcomes of the identification and interpretation activities 4.2. Prepare and communicate reports of relevant compliance requirements and assessment of implications to relevant personnel performing specific compliance management functions

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to: contribute to the development of a positive culture of compliance within an organisation work with internal and external personnel with an interest in an organisation's compliance program and management system interpersonal and communication skills to relate to internal and external personnel, including those representing relevant regulatory authorities, professional institutes and organisations, including standards' organisations literacy skills to read and interpret various types of documents and to write reports containing complex concepts organisational and time-management skills to conduct compliance management activities project management skills to: scope and plan the conduct of compliance requirement identification activities manage other personnel involved in the identification and interpretation of compliance management activities research and analytical skills to identify and interpret compliance requirements technical skills to use communications technology effectively
Required knowledge
elements of compliance programs and related management systems, including: documentation of compliance requirements relevant to the organisation specification of compliance management functions, accountabilities and responsibilities within the organisation compliance-related management information systems record-keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance-related matters breach management policies and processes, including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external distribution and promotion of information on compliance requirements, and compliance programs and management systems complaints handling systems continuous improvement processes for compliance, including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program or management system reporting processes on compliance management, including reports on breaches and rectification action relevant organisational policies and procedures, including: compliance plans and policies in various compliance areas organisational standards for operations and ethics relevant Australian and international standards, including: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management relevant organisational policies and procedures, including: plans and policies in various compliance areas organisational standards for operations and ethics

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: document processes used to identify, analyse and interpret organisational compliance requirements apply knowledge of elements of compliance programs and related management systems.
Context of and specific resources for assessment	Assessment must ensure access to: organisational policies and procedures, standard operating procedures, and plans relevant published material on legislation, regulations, licensing requirements, codes of practice, standards, etc. appropriate computer resources for online searching and review of relevant compliance requirements.
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 activities undertaken to identify compliance requirements assessment of reports identifying compliance requirements and containing analysis of the implications of those requirements on organisational objectives, processes and systems direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of interactions with internal and external stakeholders while identifying compliance requirements oral or written questioning to assess knowledge of compliance requirements and their impact on organisational objectives, processes and systems review of authenticated compliance promotional documents or computer files from the workplace or training environment.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Range of operations may include:	full range of operations of an organisation at a particular site full range of operations of an organisation distributed across multiple sites full range of operations of an organisation, including mobile units such as vehicles, railway trains, maritime vessels and aircraft operations of a particular section or organisational unit.
Compliance requirements may include:	cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination, including discrimination by race, sex, disability, religion, etc.; alcohol licensing, including licensing regulations covering clubs, pubs, licensed premises, etc.; aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services, including banking; fire; food hygiene; freedom of information; freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety, including cross-industry generic regulations as well as industry, equipment or product-specific subcategories, e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, etc.; security; sewage; superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation different types of internal and external compliance requirements, including: accreditation requirements of an institute, professional organisation or registration body internal policies, procedures, standards or codes of practice of an organisation regulations of a state or territory, national or international regulatory authority requirements for certification under statutory licensing systems statutory standards or codes of practice.
Information on internal and external compliance requirements may include:	internal policies, standard operating procedures, standards, and codes of practice published material relevant to compliance held in either internal or external libraries relevant legislation, regulations and licensing requirements pertinent to the organisation's operations and sphere of business.
Search resources may include:	computer terminals linked to data sources either via the internet, internal networks, or CDs library resources and materials, including compliance-related books, journals, manuals, standards, CDs and other multimedia resources published information on such things as relevant legislation, regulations, licensing requirements, codes of practice and Australian standards.
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management.
Jurisdictions of laws, regulations, industry and organisational codes and standards may include:	global industry local national organisational state or territory.
Information on relevant compliance requirements may include:	correspondence, emails and other written information provided by internal and external personnel contacted during search activities information downloadable from relevant websites newsletters, bulletins and information sheets and other similar periodic documentation distributed by relevant regulatory authorities and standards bodies published information on legislation, regulations, codes of practice, standards, licensing requirements, standard operating procedures, etc. records of conversations and meetings with relevant internal and external personnel.
Relevant internal personnel may include:	board of directors chief executive officer compliance management team compliance specialists at the operational level frontline managers senior management team.
Relevant external personnel may include:	legal and business advisors and consultants with expertise in compliance management representatives of professional associations and institutes relevant to the organisation's operations and sphere of business representatives of relevant authorities in pertinent compliance areas.
Relevant personnel performing specific compliance management functions may include:	compliance management consultants compliance management officers compliance managers legal personnel specialising in compliance management line managers with specific compliance functions.

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, licensing and risk - compliance

Co-requisite units

Co-requisite units

BSBCOM502B Evaluate and review compliance

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to evaluate and review an organisation's compliance program/management system and how it is fulfilling its obligations and responsibilities under applicable compliance requirements. This unit has been designed to be consistent with AS 3806:2006 Compliance programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers with responsibility for evaluating and reporting on the operation and effectiveness of an organisation's planned compliance program/management system to ensure that compliance is an integral part of normal business operations. It also applies to individuals working as an owner-manager (where it would be part of their broad role), as a senior manager in a small organisation, as an external consultant or as a section or frontline manager in an operational unit within the organisation. In addition, it applies to members of a compliance management team or a frontline manager within a larger organisation. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop the evaluation plan	1.1. Obtain details of the organisation's compliance policies, objectives and assessment criteria 1.2. Obtain and interpret information on current compliance requirements applicable to the organisation 1.3. Develop a suitable evaluation methodology to enable sufficiently valid and reliable outcomes for the required research and suitable arrangements for both internal and external monitoring processes 1.4. Prepare the evaluation plan for the proposed project including the detailing of established evaluation criteria and the data to be collected 1.5. Obtain approval of plan from relevant internal and/or external personnel
2. Gather required evaluation data	2.1. Collect relevant evaluation data on how the organisation is fulfilling its compliance requirements using appropriate techniques and sources in accordance with the agreed evaluation plan 2.2. Organise, interpret and review collected data against established evaluation criteria including those specified in relevant Australian and international standards 2.3. Discuss ambiguities, uncertainties and problems experienced while interpreting collected data and address appropriately in conjunction with relevant internal and/or external personnel 2.4. Organise interpreted evaluation data for later analysis
3. Analyse the collected data	3.1. Analyse evaluation data in accordance with planned methodology 3.2. Review and discuss outcomes and findings of the analysis with relevant internal and/or external personnel
4. Determine evaluation findings and outcomes	4.1. Develop and discuss preliminary findings and any identified issues with relevant internal and/or external personnel 4.2. Undertake any additional data collection and analysis required to clarify aspects of findings, issues and related action options if necessary 4.3. Prepare recommendations for any action to improve identified deficiencies in conjunction with relevant internal and/or external personnel
5. Document and disseminate the outcomes and recommendations of the evaluation	5.1. Prepare a draft report of the outcomes, findings and recommendations of the compliance evaluation in accordance with the agreed structure and format and distribute to relevant internal and/or external personnel for comment and feedback 5.2. Edit the report based on the feedback obtained 5.3. Proofread the report in preparation for publishing 5.4. Ensure the report of outcomes, findings and recommendations of the evaluation is signed off by authorised personnel 5.5. Produce and disseminate the report to nominated internal and external personnel in accordance with agreed arrangements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to contribute to a positive culture of compliance within an organisation investigative skills to evaluate and review compliance project management skills to: develop project plans manage other personnel involved in the evaluation activity meet project timelines mange project finances interpersonal skills to relate to internal and external personnel and in particular those representing relevant regulatory authorities, professional institutes and organisations, standards organisations research and evaluation skills to: conduct literature searches and internet searches analyse and organise evaluation data using appropriate techniques conduct various types of evaluation surveys conduct quantitative data analysis using appropriate techniques technical skills to use communications technology effectively.
Required knowledge
evaluation methods and techniques suitable for compliance related evaluation and review sources of data relevant to compliance related evaluation and review relevant Australian and international standards including but not limited to: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management quantitative and qualitative data analysis techniques relevant to compliance related evaluation elements of compliance program/management systems including: documentation of compliance requirements relevant to the organisation compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system reporting processes on compliance management including reports on breaches and rectification action relevant organisational policies and procedures including: compliance plans and policies in various compliance areas organisational standards for operations and ethics.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: completion of project work which comprehensively evaluates how an organisation is fulfilling its compliance requirements knowledge of evaluation methods and techniques suitable for compliance related evaluation and review.
Context of and specific resources for assessment	Assessment must ensure: access to relevant published material and such as: organisational policies, standard operating procedures, procedures and plans relevant legislation, regulations, licensing requirements, codes of practice, standards compliance evaluation reports access to the relevant internal and external data files access to appropriate computer resources for online searching, data processing and analysis, and report preparation and editing.
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: observations of activities undertaken to evaluate compliance requirements assessment of reports evaluating the performance and effectiveness of existing compliance systems and processes direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of interactions with internal and external stakeholders while evaluating compliance requirements oral or written questioning to assess knowledge of the effectiveness of compliance systems and processes and their impact on organisational objectives, processes and systems review of evaluation plan assessment of dissemination of the report.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Compliance requirements may include:	different types of external and internal compliance requirements including: accreditation requirements of an institute, professional organisation or registration body internal policies, procedures, standards or codes of practice of an organisation regulations of a state/territory, national or international regulatory authority requirements for certification under statutory licensing systems statutory standards or codes of practice cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including cross-industry generic regulations as well as industry, equipment or product-specific sub-categories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation
Evaluation methodology may include:	analysis of complaints recorded involving compliance requirements analysis of feedback from clients, suppliers, internal managers and personnel assessment of information contained in the organisation's management information system collection of operational data desk analysis drafting and editing of the evaluation report literature searches including internet searches review of reports from relevant compliance authorities and organisations surveys of relevant internal and external personnel including interviews, focus groups, questionnaires
Evaluation plan may include:	details of the applicable compliance requirement and related evaluation criteria evaluation methodology milestones personnel required including evaluation project manager, the evaluation team and those who may be consulted during the course of the evaluation activities resource requirements and related costs timelines
Evaluation data may include:	completed survey questionnaires documentation on feedback and complaints involving compliance requirements operational data pertinent to the fulfillment of compliance requirements published documents including papers, standards, regulations quantitative data collected from various sources records of interviews, meetings or focus group workshop outcomes records of telephone conversations written correspondence including letters, faxes, emails
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management
Relevant internal personnel may include:	board of directors chief executive officer compliance management team (where relevant) compliance specialists at the operational level frontline managers senior management team
Relevant external personnel may include:	chief executive officers and managers in organisations with an interest in the compliance issues being researched legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems representatives of professional associations and institutes relevant to the organisation's operations and sphere of business representatives of relevant authorities in pertinent compliance areas
Authorised personnel may include:	chief executive officer or manager in an organisation evaluation project manager evaluation steering committee (where applicable) nominated representative of educational institution/s or organisation/s nominated representative of professional association/s or institute/s nominated representative of regulatory authority

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM503B Develop processes for the management of breaches in compliance requirements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and monitor the processes for managing identified breaches in the fulfilment of compliance requirements within an organisation. This unit has been designed to be consistent with AS 3806:2006 Compliance programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working as a chief executive or manager in a small organisation (where it would be part of their broad role), or as a compliance officer or senior manager within a larger organisation with responsibility for identifying, classifying, investigating, rectifying and reporting breaches in compliance requirements. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop procedures for responding to breaches in internal and external compliance requirements	1.1. Obtain and interpret information on current compliance requirements applicable to the organisation 1.2. Review each area of compliance requirement to establish potential breaches 1.3. Develop and document appropriate procedures for identifying, classifying, investigating, rectifying and reporting breaches in compliance requirements
2. Monitor adherence to compliance requirements	2.1. Monitor and evaluate organisation operations to identify incidences of breaches in compliance requirements 2.2. Review and evaluate complaints and other sources of information on potential breaches in compliance requirements 2.3. Interrogate compliance management information system to identify any indication of breaches in compliance requirements
3. Manage the identification and rectification of breaches in compliance	3.1. Assign appropriate staff to take the required action to identify, classify, investigate and rectify breaches in compliance requirements 3.2. Ensure senior management team within the organisation is informed of all breaches in compliance requirements
4. Liaise with relevant personnel and organisations during breach management	4.1. Maintain liaison with relevant regulatory authorities and other organisations with an interest in compliance in regard to breaches in requirements and related action being taken 4.2. Take advice from relevant internal and external personnel on the management of breaches in compliance requirements and act upon this advice appropriately
5. Evaluate the response to and rectification of, breaches in compliance	5.1. Monitor action taken to manage and rectify an identified breach in compliance requirements in terms of the organisation's compliance policy 5.2. Confirm success in rectification of compliance breaches and notify relevant internal and external personnel 5.3. Recognise problems in the rectification of compliance breaches and initiate appropriate action to ensure that management of the breach is maintained 5.4. Refer reports of systemic and recurring problems of non-compliance to those with sufficient authority to correct them
6. Document and disseminate the breach management activities and outcomes	6.1. Document and report identified breaches in compliance requirements in accordance with relevant internal and external requirements 6.2. Maintain and store records of breaches in compliance requirements 6.3. Report on the action taken to rectify identified breaches in compliance requirements and the outcomes of this action 6.4. Disseminate reports on breach management to relevant internal and external personnel

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to contribute to a positive culture of compliance within an organisation investigative skills to gather information on how breaches in compliance requirements occurred organisational skills to develop and monitor processes to manage breaches in compliance requirements, including: determining compliance requirements applicable to the organisation sourcing information on breach management systems suitable for the organisation developing a breach management system and related procedures managing other personnel dealing with identified breaches in compliance requirements documenting breach management procedures applying investigative skills to the level required communication and interpersonal skills to relate to internal and external personnel and in particular those representing relevant regulatory authorities, professional institutes and organisations, standards organisations, etc. technical skills to use communications technology effectively.
Required knowledge
analysis techniques relevant to the review and interpretation of an identified breach in compliance requirements compliance requirements applicable to the organisation elements of compliance program/management system including: documentation of compliance requirements relevant to the organisation specification of compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance/program management system internal and external personnel with an interest in compliance organisational responsibilities for compliance planning processes of the organisation potential breaches in compliance requirements relevant organisational policies and procedures including: procedures for breaches in compliance requirements compliance plans and policies in various compliance areas organisational standards for operations and ethics reporting processes on compliance management including reports on breaches and rectification action sections of relevant Australian and international standards dealing with aspects of breach management processes and responsibilities including but not limited to: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management quantitative and qualitative data analysis techniques relevant to compliance related evaluation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of processes for managing organisational compliance breaches knowledge of compliance requirements applicable to the organisation.
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on compliance requirements such as: organisational policies, standard operating procedures, procedures and plans relevant legislation, regulations, licensing requirements, codes of practice, standards access to the relevant internal and external data files access to relevant internal and external personnel access to appropriate computer resources needed for managing the identification and rectification of breaches in compliance requirements.
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: observations of activities undertaken to manage breaches in compliance requirements assessment of reports identifying breaches in compliance direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of interactions with internal and external stakeholders while managing breaches in compliance requirements oral or written questioning to assess knowledge of the effectiveness of actions taken to manage compliance breaches review of authenticated compliance breach documents or computer files from the workplace or training environment assessment or written reports detailing action to be taken to overcome compliance breaches and to prevent their reoccurrence in the future review and evaluation of complaints regarding potential breaches in compliance requirements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Compliance requirements may include:	different types of external and internal compliance requirements including: accreditation requirements of an institute, professional organisation or registration body internal policies, procedures, standards or codes of practice of an organisation regulations of a state/territory, national or international regulatory authority requirements for certification under statutory licensing systems statutory standards or codes of practice cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including cross-industry generic regulations as well as industry, equipment or product-specific sub-categories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation
Sources of information on potential breaches in compliance requirements may include:	external reviews of organisation operations feedback from clients, suppliers feedback from organisation managers and operations personnel internal audit reports reports from regulatory authorities and other organisations with an interest in compliance
Relevant regulatory authorities and other organisations with an interest in compliance may include:	educational institutions and organisations government departments internal audit managers within the organisation professional associations and institutes regulatory authorities
Relevant internal and external personnel may include:	board of directors chief executive officer chief executives and managers in organisations with an interest in the compliance issues being researched compliance management team (where relevant) compliance specialists at the operational level frontline managers legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems representatives of professional associations and institutes relevant to the organisation's operations and sphere of business representatives of relevant authorities in pertinent compliance areas senior management team

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM601B Research compliance requirements and issues

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to explore and investigate various aspects and issues associated with compliance requirements and a related compliance program/management system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to the higher level research activities needed to identify and investigate critical aspects of compliance requirements and related systems. It may be focused on researching aspects and issues to do with compliance requirements and systems for a specific organisation, or aspects and issues of compliance more generally, such as across a particular industry or the national economy. The unit applies to officers in regulatory authorities or large organisations with roles and responsibilities related to identifying and investigating impacts, issues and policy implications of various aspects of compliance. It also applies to internal or external consultants who carry out research activities for clients on various aspects of compliance as a compliance researcher or member of a compliance management team (usually within a larger organisation).

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify the purpose and scope of the research	1.1. Confirm and clarify the purpose and scope of the required compliance related research in collaboration with the client/s and relevant internal and/or external personnel 1.2. Document the purpose and scope of the required research in accordance with organisational and/or client requirements
2. Develop the research plan	2.1. Develop a suitable research methodology to enable sufficiently valid and reliable outcomes for the required research 2.2. Prepare the research plan for the proposed project 2.3. Obtain approval of plan from relevant internal and/or external personnel
3. Gather required research data	3.1. Collect relevant research data using appropriate research techniques and sources in accordance with the agreed research plan 3.2. Gather and interpret from appropriate sources, information on relevant Australian and international standards pertaining to compliance requirements and related systems 3.3. Organise, interpret and review collected data in terms of its relevance to the project's purpose and objectives 3.4. Discuss ambiguities, uncertainties and problems experienced while interpreting collected data and address appropriately in conjunction with relevant internal or external personnel 3.5. Organise interpreted research data for later analysis
4. Analyse collected data	4.1. Analyse data in accordance with planned methodology 4.2. Review and discuss outcomes of the analysis with relevant internal or external personnel
5. Determine research findings and outcomes	5.1. Interpret the outcomes of the data analysis in accordance with the project objectives 5.2. Develop and discuss preliminary findings, identified issues and related recommendations with relevant internal and/or external personnel 5.3. Undertake any additional data collection and analysis required to clarify aspects of findings, issues and related action options
6. Document and disseminate research outcomes	6.1. Prepare a draft report of the research outcomes, findings and recommendations in accordance with the agreed structure and format, and distribute to relevant internal and/or external personnel for comment and feedback 6.2. Edit the report based on the feedback obtained 6.3. Proofread the report prior to publication 6.4. Ensure the outcomes, findings and recommendations in the report are signed off by authorised personnel 6.5. Produce and disseminate the report to nominated internal and/or external personnel in accordance with agreed arrangements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to contribute to a positive culture of compliance within an organisation interpersonal skills to relate to internal and external personnel and in particular those representing relevant regulatory authorities, professional institutes and organisations, standards organisations project management skills to: manage other personnel involved in the research activity manage time manage finances research skills to: conduct literature and internet searches assist with various types of research surveys assist with the analysis and organisation of research data, including qualitative and quantitative data, using appropriate techniques develop research plans.
Required knowledge
compliance requirements relevant to the organisation research methods and techniques suitable for compliance related research projects elements of compliance program/management systems including: specification of compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system reporting processes on compliance management including reports on breaches and rectification action quantitative and qualitative data analysis techniques relevant to compliance related research relevant Australian and international standards including but not limited to: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management quantitative and qualitative data analysis techniques relevant to compliance related evaluation relevant organisational policies and procedures including: compliance plans and policies in various compliance areas organisational standards for operations and ethics sources of data relevant to compliance related research.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: completion of projects in which key aspects or issues associated with compliance requirements or a compliance program/management system have been researched knowledge of compliance requirements relevant to the organisation research methods and techniques suitable for compliance related research projects.
Context of and specific resources for assessment	Assessment must ensure: access to relevant published material such as: organisational policies, standard operating procedures, procedures and plans relevant legislation, regulations, licensing requirements, codes of practice, standards access to relevant internal and external data files access to appropriate computer resources for online searching, data processing and analysis, and report preparation and editing.
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: analysis of techniques and data collected to identify compliance requirements assessment of reports documenting compliance research and issue findings direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of activities undertaken to research compliance requirements and issues observations of interactions with internal and external stakeholders while researching compliance requirements oral or written questioning to assess knowledge of compliance processes used to identify compliance requirements and issues review research plan evaluation of process used to distribute draft report of the research outcomes, findings and recommendations for comment and feedback, and outcomes of this process.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Purpose and scope of the required compliance related research may include:	costs of compliance at the organisation or wider levels investigation of relevant jurisdictional aspects of compliance covering: organisational issues industry issues local issues state/territory issues national issues global issues potential consequences of non-compliance at the organisation or wider levels potential impacts of compliance requirements upon an organisation, an industry or an economy program and system requirements for effective compliance management skill requirements and organisational structures for effective compliance management
Client/s may include:	educational institutions and organisations enterprises government departments professional associations and institutes regulatory authorities
Relevant internal and/or external personnel may include:	board of directors chief executive officer chief executives and managers in organisations with an interest in the compliance issues being researched compliance management team (where relevant) compliance specialists at the operational level frontline managers legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems representatives of professional associations and institutes relevant to the organisation's operations and sphere of business representatives of relevant authorities in pertinent compliance areas senior management team
Research methodology may include:	desk analysis environmental scans literature searches including internet searches qualitative data analysis quantitative data analysis using manual and computerised techniques surveys including interviews, focus groups, questionnaires
Research plan may include:	costs details of the research objectives and deliverables methodology personnel required including project manager, researcher or research team and those who may be consulted during the course of the research activities time lines and milestones
Research data may include:	completed survey questionnaires document files downloaded from internet websites published documents including papers, standards, regulations quantitative data collected from various sources, such as ABS data, data provided by regulatory authorities, demographic data records of interviews, meetings or focus group workshop outcomes records of telephone conversations written correspondence including letters, faxes, emails
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management quantitative and qualitative data analysis techniques relevant to compliance related evaluation
Authorised personnel may include but are not limited to:	chief executive officer or manager in an organisation nominated representative of educational institution/s or organisation/s nominated representative of professional association/s or institute/s nominated representative of a regulatory authority project manager project steering committee

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM602B Develop and create compliance requirements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and create compliance requirements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers and internal or external consultants of an organisation responsible for the development and creation of internal compliance requirements for the organisation, including standards, codes of practice, procedures and policies. It also applies to managers and officers in regulatory authorities, licensing authorities, statutory standards authorities, professional associations and institutes, government departments or other organisations with responsibility for establishing compliance requirements to be fulfilled by other organisations and personnel. Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations, AS/NZS 4360:2004 Risk management and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify the purpose and scope of the proposed compliance requirements	1.1. Determine the authority for the compliance requirements in conjunction with relevant personnel 1.2. Clarify the purpose of the compliance requirements with relevant authorised personnel 1.3. Determine the scope of the proposed compliance requirements in consultation with relevant internal and/or external personnel 1.4. Clarify the implications of non-compliance with the proposed compliance requirements and evaluate in consultation with relevant internal and/or external personnel 1.5. Identify and interpret relevant Australian and international standards pertaining to the proposed compliance requirements and related compliance program/management system
2. Prepare the development plan	2.1. Establish a suitable project methodology to identify and consult with relevant stakeholders who have an interest in the proposed compliance requirements 2.2. Prepare the plan for the proposed project to develop compliance requirements 2.3. Obtain approval of plan from relevant internal and/or external personnel
3. Consult with relevant stakeholders	3.1. Identify relevant internal and/or external stakeholders in the compliance requirements 3.2. Consult stakeholders on compliance requirements in accordance with the established methodology 3.3. Interpret, analyse and organise outcomes of consultations with stakeholders 3.4. Summarise findings and issues determined through the consultation process and draft appropriate recommendations on compliance requirements
4. Prepare the initial draft report on the proposed compliance requirements	4.1. Prepare the initial draft report on the proposed compliance requirements including information on the findings, issues and recommended requirements identified through the consultation processes 4.2. Submit draft report to the development team for consideration and make any changes required in preparation for validation consultations
5. Obtain feedback on draft compliance requirements	5.1. Determine an appropriate sample of stakeholders for the validation process in collaboration with the other members of the development team in accordance with the established methodology 5.2. Disseminate the draft compliance requirements to the identified sample of stakeholders using appropriate techniques and technology 5.3. Collate, interpret and analyse feedback received on the draft compliance requirements 5.4. Summarise and organise outcomes of the feedback process in preparation for editing of the draft compliance requirements
6. Edit and document recommended compliance requirements	6.1. Edit the draft compliance requirements appropriately based on the feedback obtained from stakeholders 6.2. Format and proofread the edited compliance requirements in accordance with the agreed methodology 6.3. Submit the recommended compliance requirements in the required format to authorised personnel for consideration and due process for approval and implementation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to relate to internal and external personnel with an interest in the compliance requirements being developed project management skills to: develop project plans manage other personnel involved in the project activity manage time manage finances literacy skills to write reports containing complex concepts research skills to: conduct literature and internet searches assist with surveys to obtain input and feedback on compliance requirements assist with the analysis and organisation of collected information and feedback on compliance requirements, using appropriate data collection techniques.
Required knowledge
compliance requirements relevant to the organisation methods and techniques suitable for projects aimed at the development and creation of compliance requirements either as part of broader regulations, license requirements, etc. or internal standards, codes of practice, procedures and policies elements of compliance program/management systems including: documentation of compliance requirements relevant to the organisation specification of compliance management functions, accountabilities and responsibilities within the organisation compliance related management information systems record keeping systems required for compliance management liaison procedures with relevant internal and external personnel on compliance related matters breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements compliance reporting procedures corporate induction and training processes related to compliance management processes for the internal and external promulgation and promotion of information on compliance requirements and compliance program/management system compliance complaints handling systems continuous improvement processes for compliance including monitoring, evaluation and review strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of a compliance program/management system reporting processes on compliance management including reports on breaches and rectification action relevant Australian and international standards including but not limited to: AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management quantitative and qualitative data analysis techniques relevant to compliance related evaluation relevant organisational policies and procedures including: compliance plans and policies in various compliance areas organisational standards for operations and ethics sources of data relevant to compliance requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: completion of project activity in which compliance requirements are developed and validated knowledge of compliance requirements relevant to the organisation.
Context of and specific resources for assessment	Assessment must ensure: access to relevant published material such as: organisational policies, standard operating procedures, procedures and plans relevant legislation, regulations, licensing requirements, codes of practice, standards access to relevant internal and external data files access to appropriate computer resources for online searching, data processing and analysis, and document preparation and editing.
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: analysis of techniques and data collected to develop and create compliance requirements assessment of reports documenting compliance requirements in the organisation direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observations of activities undertaken to develop and create compliance systems and processes observations of interactions with internal and external stakeholders while developing and creating compliance requirements oral or written questioning to assess knowledge of methods and rationales for developing compliance systems and processes review of development plan evaluation of outcomes of consultations with stakeholders assessment of findings, issues and recommendations on compliance requirements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

Range Statement

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.
Authority for the compliance requirements may include:	internal authorities (to an organisation) such as: chief executive officer or senior managers compliance manager internal audit manager quality control manager external authorities such as: educational institutions and organisations government departments professional associations and institutes state/territory or national licensing authorities state/territory or national statutory standards authorities state/territory, national or international regulatory authorities
Compliance requirements may include:	different types of external and internal compliance requirements including: accreditation requirements of an institute, professional organisation or registration body internal policies, procedures, standards or codes of practice of an organisation regulations of a state/territory, national or international regulatory authority requirements for certification under statutory licensing systems statutory standards or codes of practice cross-industry, industry-specific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): anti-discrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including cross-industry generic regulations as well as industry, equipment or product-specific sub-categories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation
Authorised personnel may include:	chief executive officer or manager in an organisation nominated representative of educational institution/s or organisation/s nominated representative of professional association/s or institutes/s nominated representative of a regulatory authority nominated representative of a statutory standards authority project manager project steering committee
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction - Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS 4360:2004 Risk management quantitative and qualitative data analysis techniques relevant to compliance related evaluation
Project methodology may include:	desk analysis environmental scans interviews, focus groups, questionnaires literature searches including internet searches validation interviews, workshops, surveys
Plan may include:	costs details of the objectives and deliverables methodology personnel required including project manager, internal or external consultant or project team and those who may be consulted during the course of the project activities time lines and milestones
Relevant internal and/or external stakeholders may include:	board of directors chief executive officer chief executives and managers in organisations with an interest in the compliance requirements being developed compliance management team (where relevant) compliance specialists at the management level compliance specialists at the operational level frontline managers legal and business advisors and consultants with expertise and interest in compliance requirements and related management systems representatives of professional associations and institutes relevant to the compliance requirements being developed representatives of relevant authorities with an interest in the compliance requirements senior management team
Development team may include:	internal and external consultants and advisors project manager reference panel/s steering or advisory committee team members

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Compliance

Co-requisite units

Co-requisite units

BSBCOM603C Plan and establish compliance management systems

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required knowledge updated to incorporate current Australian Standards. Replaces BSBCOM603B Plan and establish compliance management systems

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to plan and establish appropriate compliance program/management systems which enable an organisation to fulfil its obligations and responsibilities under applicable compliance requirements.

The unit has been designed to be consistent with AS 3806:2006 Compliance programs.

Application of the Unit

This unit applies to a chief executive officer or senior manager in a small business, and to a senior manager and compliance section manager in larger organisations, who have specific responsibility for the planning, development and operation of a compliance program/management system.

Application of this unit must be consistent with the pertinent sections of relevant Australian and international standards and legislative requirements including: AS 3806:2006 Compliance programs, AS ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organizations, AS/NZS ISO 31000:2009 Risk Management - Principles and Guidelines and AS ISO 15489:2004 Records management.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Determine applicable compliance requirements	1.1 Obtain and interpret information on current compliance requirements applicable to the organisation 1.2 Review each compliance requirement in terms of the relevant internal and external authorities, the risks involved, ways of ensuring compliance, the penalties for a breach of compliance, and the areas and operations of the organisation most affected
2. Identify and select an appropriate compliance program/management system	2.1 Investigate each area of applicable compliance to determine available options for a compliance program/management system that would be consistent with relevant Australian and International standards 2.2 Review and compare the options for a suitable compliance program/management system and its various components on the basis of established criteria 2.3 Select an appropriate compliance program/management system for implementation
3. Plan required compliance program/management system	3.1 Determine and document components for the proposed compliance program/management system 3.2 Determine personnel requirements for the operation of the compliance program/management system and assign or recruit appropriate staff 3.3 Identify training requirements for the implementation of the proposed compliance program/management system and select suitable training options 3.4 Identify and document management information systems requirements for effective and efficient operation of the compliance program/management system 3.5 Select a complaints management system suitable for the organisation and its compliance responsibilities 3.6 Determine a strategy for developing a compliance management culture in collaboration with relevant internal and external personnel 3.7. Identify and document suitable processes and procedures for identifying and managing breaches in compliance requirements 3.8 Determine reporting requirements in the various areas of compliance and develop suitable processes and procedures to meet these requirements 3.9 Ensure identified resources including human resources required for developing, implementing, reviewing and maintaining the proposed compliance program/management system are budgeted and assigned
4. Document required compliance program/management system	4.1 Document the specifications for the various components of the proposed compliance program/management system in accordance with organisational procedures and any relevant statutory requirements 4.2 Document an action schedule for implementing, reviewing and maintaining the planned compliance program/management system and disseminate to relevant internal and external personnel 4.3 Seek approval from appropriate internal and external personnel or authorities prior to establishing the proposed compliance program/management system
5. Establish the planned compliance program/management system	5.1 Appoint and train assigned managers and operations personnel if required, before they assume their compliance management responsibilities 5.2 Establish the components of the compliance program/management system in collaboration with assigned staff 5.3 Monitor operation of the compliance program/management system in collaboration with assigned staff as per the approved plan 5.4 Conduct periodic reviews of the compliance program/management system in collaboration with assigned staff as per the approved plan 5.5 Prepare reports on the operation and review of the compliance program/management system in accordance with established procedures and any statutory or other compliance obligations

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

contribute to a positive culture of compliance within an organisation

research skills to:

conduct literature and internet searches

assist with various types of research surveys

assist with the analysis and organisation of research data, including qualitative and quantitative data, using appropriate techniques

research management skills to:

develop research plans

manage other personnel involved in the research activity

manage time

manage finances

interpersonal skills to relate to internal and external personnel and in particular those representing relevant regulatory authorities, professional institutes and organisations, standards organisations, etc.

literacy skills to write reports containing complex concepts.

Required knowledge

research methods and techniques suitable for conducting compliance related research projects

quantitative and qualitative data analysis techniques relevant to compliance related research

relevant Australian and international standards such as:

AS 3806:2006 Compliance programs

AS ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organizations

AS ISO 15489:2004 Records management

AS/NZS ISO 31000:2009 Risk Management - Principles and Guidelines

elements of compliance program/management systems including:

documentation of compliance requirements relevant to the organisation

specification of compliance management functions, accountabilities and responsibilities within the organisation

compliance related management information systems

record keeping systems required for compliance management

liaison procedures with relevant internal and external personnel on compliance related matters

breach management policies and processes including the identification, classification, investigation, rectification and reporting of breaches in compliance requirements

compliance reporting procedures

corporate induction and training processes related to compliance management

processes for the internal and external promulgation and promotion of information on compliance requirements and a compliance program management system

compliance complaints handling systems

continuous improvement processes for compliance including monitoring, evaluation and review

strategies for developing a positive compliance culture within the organisation

techniques and performance indicators for monitoring the operation of a compliance program/management system

reporting processes on compliance management including reports on breaches and rectification action

relevant organisational policies and procedures including:

compliance plans and policies in various compliance areas

organisational standards for operations and ethics.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: planning for and setting up a compliance program/management system for an actual workplace or a simulated workplace in collaboration with relevant personnel knowledge of research methods and techniques suitable for conducting compliance related research projects.
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on compliance requirements access to relevant information on options for compliance program/management systems access to the relevant internal and external personnel access to appropriate computer resources for online searching, data processing and analysis, and report preparation and editing.
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: analysis of techniques and data collected to plan and establish compliance management systems assessment of reports documenting the development and progress of compliance management systems direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate observations of activities undertaken to develop and create compliance systems and processes observations of interactions with internal and external stakeholders while developing and creating compliance management systems oral or written questioning to assess knowledge of methods and rationales for developing compliance systems and processes review of documented action schedule periodic reviews of the compliance program/management system assessment of reports on the operation and review of the compliance program/management system.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other compliance units.

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.

Compliance requirements may include:	different types of external and internal compliance requirements including: accreditation requirements of an institute, professional organisation or registration body internal policies, procedures, standards or codes of practice of an organisation regulations of a state/territory, national or international regulatory authority requirements for certification under statutory licensing systems statutory standards or codes of practice crossindustry, industryspecific and internal organisational compliance requirements in such areas as (examples in alphabetical groupings): antidiscrimination (including discrimination by race, sex, disability, religion, etc.), alcohol licensing (licensing regulations covering clubs, pubs, licensed premises, etc.), aviation bankruptcy chemical use, child protection, construction, conveyancing/real estate, copyright, corporate governance, customs, credit education, electricity, environmental protection, equal opportunity financial services (including banking), fire, food hygiene, freedom of information, freight forwarding gambling, gene technology health, human rights insurance, immigration, intellectual property land management maritime, mining pharmaceuticals, patents, privacy quarantine racing, rail transport, road transport safety (including crossindustry generic regulations as well as industry, equipment or productspecific subcategories e.g. marine safety, rail safety, food safety, aviation safety, road safety, dangerous goods, construction safety, mine safety, road safety, etc.), security, sewage, superannuation taxation, telecommunications, tobacco, trade practices and consumer protection water supply, workers compensation, workers rehabilitation.
Compliance program/management system may include:	breach management processes compliance complaints handling systems compliance related management information systems compliance reporting procedures continuous improvement processes for compliance including monitoring, evaluation and review corporate induction and training processes related to compliance management documentation of compliance requirements relevant to the organisation liaison procedures with relevant internal and external personnel on compliance related matters processes for the internal and external promulgation and promotion of information on compliance requirements and the compliance program/management system record keeping systems required for compliance management reporting processes on compliance management including reports on beaches and rectification action specification of compliance management accountabilities/responsibilities in the organisation strategies for developing a positive compliance culture within the organisation techniques and performance indicators for monitoring the operation of the compliance program/management system.
Relevant Australian and international standards may include:	AS 3806:2006 Compliance programs AS ISO 10002:2006 Customer satisfaction – Guidelines for complaints handling in organizations AS ISO 15489:2004 Records management AS/NZS ISO 31000:2009 Risk Management - Principles and Guidelines.
Established criteria may include:	cost effectiveness efficiency feasibility match to organisational culture.
Personnel requirements may include:	compliance management team (where relevant) compliance manager compliance officer compliance specialists at the operational level frontline managers and team leaders with compliance management responsibilities internal or external consultants and advisors with expertise in compliance requirements and management systems MIS specialists and managers with expertise in compliance requirements and management systems senior managers with compliance management responsibilities trainers with expertise in compliance requirements and management systems.
Training requirements may include:	customised inhouse offthejob training and assessment programs for both operational and management staff customised training programs delivered by external training organisations for both operational and management staff external training programs in skill/knowledge areas relevant to the operation of compliance program/management systems internal and external training programs aimed at strengthening the compliance management culture of the organisation online training and assessment for both operation and management staff onthejob coaching and mentoring.
Action schedule may include:	budgets for implementation, review and maintenance internal and external reporting requirements and dates for implementation, review and maintenance key responsibilities and activities for implementation, review and maintenance resource acquisition and maintenance schedules staff assignments including recruitment and training schedules target outcomes, time lines and milestones.

Unit Sector(s)

Regulation, Licensing and Risk – Compliance

BSBCON401A Work effectively in a business continuity context

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work effectively in a business continuity context. This unit requires an awareness of the organisation's overall business continuity management framework and participation in activities related to the business continuity management framework. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit is for individuals working in administrative and/or support roles who require a basic knowledge of the processes relating to the organisation's business continuity requirements. Business continuity awareness and planning help the organisation to identify barriers and/or interruptions and to determine how the organisation will achieve critical business objectives (even at diminished capacity) until full functionality is restored.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Demonstrate an understanding of the business continuity management framework	1.1. Access the business continuity management framework, and related policies and procedures 1.2. Analyse the key elements of the business continuity management framework within the organisation to determine their impact 1.3. Within work role authority, contribute to the review of the business continuity management framework, policies and procedures 1.4. Participate in emergency response and business continuity management framework training and exercises as required
2. Support the organisation's business continuity strategies	2.1. Demonstrate an awareness of internal and external risk context relevant to the organisation 2.2. Review and provide feedback on the outcomes of the business impact assessment/s 2.3. Participate in risk treatment reviews 2.4. Identify and record the organisation's emergency response, continuity and recovery strategies 2.5. Identify own role and responsibility within the organisation's business continuity plan/s 2.6. Identify and report to management on any new or emerging risk or incident

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to: provide feedback to appropriate personnel about the business continuity management framework and strategies read, write and understand a variety of workplace documents work effectively with diverse individuals and groups learning skills to participate in training activities and to improve own knowledge and skills about business continuity management planning and organising skills to identify risk factors and to take action to minimise risk according to level of responsibility problem-solving skills to appropriately address identified risks treatments (within ownlevel of responsibility) research and data collection skills to monitor and evaluate risks technology skills to use the organisation's data and information management systems
Required knowledge
Australian/New Zealand Standard AS/NZS 4360:2004Risk Management Australian/New ZealandStandard HandbookAS/NZS HB221:2004 Business Continuity Management organisation's policies and procedures, including business continuity strategies overall operations of the organisation, including existing data and information systems relevant legislation and regulations that impact on business continuity, such as OHS, environment, duty of care, contract, company, freedom of information, industrial relations, privacy and confidentiality, due diligence, records management

Evidence Guide

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrated understanding of own role in relation to wider business continuity requirements in the organisation demonstrated understanding of risk and the business continuity management framework processes and policies as they apply in the organisation participation in contributing to improving business continuity management framework processes within the organisation
Context of and specific resources for assessment	Assessment must ensure: access to workplace documentation relating to risk management access to business continuity management framework, business impact assessments and strategies
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 participant review of documentation outlining risk context and organisation's processes and outcomes work based projects or case studies scenarios oral or written questioning to assess basic knowledge of Australian standards for risk management and business continuity
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Organisation may include:	commercial enterprises community government non-commercial enterprises not-for-profit religious organisations
Exercises may include:	drills scenario planning
Risk may include:	aeronautical armed hold-up biological chemical civil disturbance disability/death of key person economic electronic erosion explosion fire fraud hazardous materials industrial accident infrastructure failure market failure natural disaster operational collapse - insolvency pandemic pollution privacy and confidentiality radiological/nuclear robbery and/or major vandalism sabotage structure failure terrorism transport accident war water weather/climate change
Business impact assessment/s may include:	breach/reduction of customer service standards cost/impact on existing and/or increased finance escalating losses over time impact of loss of business/resources loss of revenue potential fines/penalties/litigation costs reputation/brand damage statutory/regulatory breaches
Risk treatment may include:	activating evacuation plan activating lock down procedures activating workplace emergency management plan personnel working from home relocation of facilities resource replacement temporarily suspending activities transferring activities
Emergency response strategies may include:	contact lists to report incident/s documentation/reporting/recording procedures evacuation plan location of evacuation assembly point lockdown procedures names and responsibilities of wardens personnel instructions for evacuation process for accounting for personnel workplace emergency management plan
Continuity strategies may include:	action required to resume critical business activities contact lists of critical personnel and stakeholders counselling critical business activities and prioritisation of when they can/need to resume list of resources relocation to alternative worksite resource replacement treatment for critical business activities
Recovery strategies may include:	damage assessment process for assessing loss and filing insurance claims relocation of business to original location salvage and restoration of records, infrastructure and premises
Business continuity plan/s may include:	introduction organisational details objectives purpose critical business functions assumptions processes activation and stand down responsibility version control and maintenance operational requirements critical success factors interdependencies outage times compliance people structure roles and responsibilities contact details continuity arrangements accommodation resources workarounds and alternative solutions continuity management tasks communications other plans
Emerging risk may include:	act of god civil unrest communication with third party, e.g. phone call of bomb threat environmental - human insufficient finance insufficient insurance news bulletins pandemic terrorist
Incident may include:	biological contamination chemical exposure detection of any of the risks as listed previously fire flood

Unit Sector(s)

Unit sector

Competency field

Competency field	Industry Capability - Continuity

Co-requisite units

Co-requisite units

BSBCON601B Develop and maintain business continuity plans

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required knowledge updated to incorporate current Australian Standards. Replaces BSBCON601A Develop and maintain business continuity plans

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to work within the business continuity framework to develop and implement business continuity plans in order for an organisation to manage risk and ensure business resilience when faced with a disruptive event.

Application of the Unit

This unit is for individuals working in positions of authority who are approved to implement change across the division, business area, program area or project area.

This unit addresses the knowledge and processes necessary to develop and maintain business continuity requirements. Business continuity awareness and planning help the organisation to identify barriers and/or interruptions, and to determine how the organisation will achieve critical business objectives (even at diminished capacity) until full functionality is restored.

The focus is on risk and vulnerability assessment, business impact assessments, and business continuity and communication plans.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Conduct risk and vulnerability assessments	1.1 Identify the relationship between corporate risk and the organisation’s business continuity management framework 1.2 Analyse and determine internal and external risk context by collecting information that relates to the organisation’s priorities, operations and environment 1.3 Analyse and identify potential internal and external sources of disruption to the organisation’s priorities, operations and environment
2. Develop and report on the business impact assessment/s	2.1 Identify the organisation’s critical business functions and their dependencies and interdependencies, and analyse and evaluate risks through the business impact assessment/s 2.2 Develop risk and disruption scenarios through the business impact assessment/s 2.3 Validate risk and disruption scenarios through the business impact assessment/s 2.4 Analyse, validate and report on the outcomes of the business impact assessment/s to management
3. Develop, implement and report on risk treatments	3.1 Develop and implement risk treatments 3.2 Participate in risk treatment review 3.3 Report on risk treatment review to management and relevant appropriate personnel 3.4 Update risk treatment review in line with feedback provided by relevant personnel
4. Determine interdependencies and develop response strategies	4.1 Develop the organisation’s emergency response, continuity and recovery strategies 4.2 Consult and seek endorsement on the organisation’s emergency response, continuity and recovery strategies from management and other appropriate personnel 4.3 Identify and manage synergies and conflicts in resource availability and access in conjunction with management 4.4 Coordinate the organisation’s emergency response, continuity and recovery strategies
5. Establish the business continuity plan	5.1 Consult relevant personnel and seek support for the development of the organisation’s business continuity plan/s 5.2 Ensure content of business continuity plan is comprehensive and meets, where applicable, the requirements of regulations, standards, industry practice and geographical dispersion 5.3 Document and analyse feedback received through consultation and finalise business continuity plan 5.4 Demonstrate accountability for the organisation’s business continuity plan/s
6. Establish the communication plan within the organisation’s planning framework	6.1 Identify stakeholders and determine objective and scope of communication plan for periods before, during and after disruptions occur 6.2 Determine organisation’s communication capabilities in line with objectives and scope, and identify gaps and options for meeting shortfalls 6.3 Develop and implement across the organisation, appropriate risk and incident monitoring, reporting and escalation processes
7. Deliver business continuity professional development activities	7.1 Promote the application of the business continuity management framework and plan to all relevant personnel on an ongoing basis 7.2 Provide staff with appropriate information relating to the cyclical review process of the business continuity management plan 7.3 Conduct business continuity management plan exercises in line with the organisation’s policies and procedures 7.4 Conduct post exercise debriefs, complete post exercise reviews and update business continuity strategies and plans as required 7.5 Manage and record staff learning and development in relation to the business continuity management framework in accordance with organisational requirements, and framework policies and procedures 7.6 Report on the outcomes of staff learning and development, and business continuity framework exercises to relevant personnel

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to analyse relevant workplace information and data, and to make observations and connections between workplace tasks and interactions in relation to people, activities, equipment, environment and systems

communication, teamwork and leadership skills to:

read and interpret an organisation’s reports, policies and procedures in order to develop business continuity management plan/s

effectively communicate and work with a diverse range of individuals at all levels during and after a disruptive event

effectively negotiate the trust and confidence of colleagues and stakeholders

effectively undertake detailed business impact assessment activities across the spectrum of the organisation’s stakeholders

information technology skills to effectively respond to information technology issues

initiative and enterprise skills to generate a range of options in response to a disruptive event

planning and organisational skills to participate in or to establish the organisation’s improvement and planning processes

presentation skills to develop and present reports or presentations that deal with complex ideas and concepts, and to articulate information and ideas clearly

research skills to undertake the necessary background research for risk and vulnerability assessment, business impact assessment and business continuity plan

risk management and project planning skills to effectively develop and execute potentially complex business continuity planning strategies and plans

stress management skills to work effectively and positively under the pressure of a major incident or situation within the workplace.

Required knowledge

AS/NZS ISO 31000:2009 Risk Management - Principles and Guidelines

Australian/New Zealand Standard Handbook AS/NZS 50:50 2010 Business Continuity: managing disruption related risk

organisation’s policies and procedures, including business continuity strategies

overall operations of the organisation, including existing data and information systems, paper and digital recordkeeping systems

past and current internal, external and industry disruptions

relevant legislation and regulations that impact on business continuity, such as OHS, environment, duty of care, contract, company, freedom of information, industrial relations, emergency management, privacy and confidentiality, due diligence, records management

types of available insurance, what is required and insurance providers in relation to business continuity planning

types of available recoverable services.

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.

Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of the organisation’s overall business continuity framework and how it interrelates with the critical business functions development and implementation of a business continuity plan that includes appropriate links to emergency response, disaster recovery plans and detailed continuity and recovery strategies effective management of the communication and staff development activities relating to business continuity risk and vulnerability assessment.
Context of and specific resources for assessment	Assessment must ensure: access to workplace business continuity documentation access to feedback from teams and management.
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 participant work based projects or case studies observation of presentations oral or written questioning to assess knowledge of business continuity management framework and business continuity plans review of documented critical success factors, and goals or objectives for area review of risks prioritised for risk treatment and disruption scenarios evaluation of business impact assessment evaluation of business continuity and communication strategies and plans.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Corporate risk may include:	electronic information security espionage/commercial confidence/sensitivity breach governance insolvency major fraud professional negligence – threat of major legal action against directors.
Organisations may include:	commercial enterprises community government non-commercial enterprises not-for-profit religious organisations.
Risk may include:	aeronautical armed hold-up biological chemical civil disturbance disability/death of key person economic electronic erosion explosion fire fraud hazardous materials industrial accident infrastructure failure market failure natural disaster operational collapse – insolvency pandemic pollution privacy and confidentiality radiological/nuclear robbery and/or major vandalism sabotage structure failure terrorism transport accident war water weather/climate change.
Critical business functions may include:	business objectives customer service functions financial systems human resource functions management OHS organisational structure payroll records management.
Dependencies may include:	office furniture office supplies personnel support activities systems and applications vital records.
Interdependencies may include:	communications outsourcer and third party suppliers power sanitation security transport water.
Business impact assessment/s may include:	breach/reduction of customer service standards cost/impact on existing and/or increased finance escalating losses over time impact of loss of business/resources loss of revenue potential fines/penalties/litigation costs reputation/brand damage statutory/regulatory breaches.
Disruption scenarios may include:	damage to/loss of critical infrastructure information and intelligence – unavailable equipment and other assets – unavailable litigation loss of access to building loss of access to precinct loss of access to records and organisational information systems loss of building loss of communications – voice loss of communications – data loss of distribution chain loss of information technology systems loss of number and availability of staff, including key staff not meeting legal and business requirements partnership dependencies – denial of access to goods and services from suppliers, outsourcers.
Management may include:	chief executive officer company board delegated business continuity management director/officer department managers directors supervisors.
Risk treatment may include:	activating evacuation plan activating lockdown procedures activating workplace emergency management plan personnel working from home relocation of facilities temporarily suspending activities transferring activities.
Emergency response strategies may include:	contact lists to report incident/s documentation/reporting/recording procedures evacuation plan location of evacuation assembly point lock down procedures names and responsibilities of wardens personnel instructions for evacuation process for accounting personnel workplace emergency management plan.
Continuity strategies may include:	action required to resume critical business activities to pre-disruption capacity contact lists of critical personnel and stakeholders counselling critical business activities and prioritisation of when they can/need to resume list of resources relocation to alternative worksite resource replacement treatment for critical business activities.
Recovery strategies may include:	customer confidence/relationship management damage assessment market re-establishment process for assessing loss and filing insurance claims relocation of business to original location salvage and restoration of records, infrastructure and premises.
Resources may include:	critical written and/or electronic records emergency services facilities and/or accommodation finances information technology infrastructure and applications management insurance personnel plant and equipment premises telecommunications.
Business continuity plan/s may include:	introduction organisational details objectives purpose critical business functions assumptions processes activation and stand down responsibility version control and maintenance operational requirements critical success factors interdependencies outage times compliance people structure roles and responsibilities contact details continuity arrangements accommodation resources workarounds and alternate solutions continuity management tasks communications other plans checklists maps and drawings.
Stakeholders may include:	chief executive officer company board customers directors families/next-of-kin funders local community media personnel professional bodies shareholders relevant government minister/s and department/s regulators sponsors suppliers.
Communication plan may include:	accessibility assumptions audience boundaries business continuity terminology capability equipment hierarchical organisational chart of internal and external emergency services personnel/delegates mode monitoring procedures radio silence reporting and recording procedures sensitivities.
Exercises may include:	drills discussion exercises modelling planned walkthroughs scenario planning and exercising simulated exercises testing.

Unit Sector(s)

Industry Capability – Continuity

BSBCON701A Establish and review the business continuity management framework and strategies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish and review the formal and/or informal business continuity management framework and strategies for an organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit is for individuals working in positions of authority who have the responsibility for embedding business continuity management into corporate or organisational levels of a business. This unit addresses the knowledge and processes necessary to establish, monitor and review the requirements of the business continuity management framework. The framework is important as it provides the processes and resources to ensure the continued achievement of critical business objectives in the event of a disruption (even at diminished capacity) until full functionality is restored.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish business continuity management framework	1.1. Gain support for the business continuity management framework from relevant personnel 1.2. Demonstrate clear sponsorship, responsibility and accountability for the business continuity management framework 1.3. In consultation with others, establish governance structures for the business continuity management framework, in line with the size of the organisation 1.4. Determine and seek approval for resources required to implement the business continuity management framework 1.5. Support relevant personnel to implement the business continuity management framework 1.6. Establish a management system for the organisation's business continuity management program 1.7. Seek management approval of the organisation's business continuity management framework
2. Monitor the business continuity management framework and strategies	2.1. Develop an appropriate cyclical review process for monitoring the business continuity management framework 2.2. Provide relevant personnel with information relating to the cyclical review process for the business continuity management framework 2.3. Develop and seek approval of tools to verify and validate the business continuity management framework activities, processes and plans, appropriate to the organisation 2.4. Consult with relevant personnel about the implementation of the business continuity management framework 2.5. Monitor business continuity management framework learning, development and exercises across organisation
3. Review and evaluate the business continuity management framework and strategies	3.1. Review and analyse reports on business continuity management framework learning and development exercises 3.2. Review and analyse the organisation's communication strategy and implement changes 3.3. Review and update the overall business continuity management framework activities, processes, plans and resources according to results pre and post activation 3.4. Analyse and integrate the organisation's business impact assessment/s and identify dependencies and interdependencies if applicable 3.5. Implement and conduct business continuity management program audits

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to: assess relevant workplace information and data to determine and utilise resources, activities, equipment, environment and systems investigate a critical incident and provide recommendations and remedies communication, teamwork and leadership skills to: read and interpret an organisation's reports, policies and procedures in order to establish and review business continuity management framework effectively and calmly communicate and work with a diverse range of individuals at all levels during and after a disruptive event review and report on a critical incident to all relevant parties including being able to provide submissions to the chief executive officer (CEO), Board and Directors effectively negotiate the trust and confidence of an organisation's personnel demonstrate leadership across the organisation by acting as a positive role model information technology skills to understand complex information technology issues within the organisation's environment initiative, enterprise and problem solving skills to: translate a range of ideas into appropriate action when a disruptive event occurs solve problems individually and in teams in response to changing environments planning and organisational skills to establish and monitor the organisation's improvement and planning processes presentation skills to develop and present reports or presentations that deal with complex ideas and concepts, and to articulate information and ideas clearly to an appropriate audience project planning skills to effectively develop and execute potentially complex business continuity management frameworks, and to analyse and provide advice on business continuity management plans research skills to undertake the necessary background research for the development and monitoring of the business continuity management framework stress management skills to work effectively and positively under the pressure of a major incident or situation within the workplace
Required knowledge
Australian/New Zealand Standard AS/NZS 4360:2004Risk Management Australian/New Zealand Standard HandbookAS/NZS HB221:2004 Business Continuity Management circumstances, barriers and/or interruptions that will disrupt, damage or inhibit the continuation of critical business functions organisation's current functionality,including existing data and information systems organisation's internal and external dependencies and interdependencies organisation's policies and procedures, including risk management strategy past and current internal, external and industry disruptions relationship of the business continuity management framework to other business processes relevant legislation and regulations that impact on business continuity, such as OHS, environment, duty of care, contract, company, freedom of information, industrial relations, privacy and confidentiality, due diligence, records management types of available insurance, what is required and insurance providers in relation to business continuity planning

Evidence Guide

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge and understanding of an organisation's culture and capabilities, and the need for sustainable business continuity management planning demonstrated ability to think strategically and to work effectively with others to establish a business continuity management framework for an organisation.
Context of and specific resources for assessment	Assessment must ensure: access to workplace business continuity documentation access to feedback from teams and all levels of management.
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 third party workplace reports of on-the-job performance by the participant observation of presentations work based projects or case studies oral or written questioning to assess knowledge of business continuity management framework.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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 participant, accessibility of the item, and local industry and regional contexts) may also be included.
Relevant personnel may include:	chief executive officer company board delegated business continuity management officer directors department managers supervisors chief financial officer (CFO) chief operating officer (COO) workplace health and safety officers (WHSO)
Governance structures may include:	authorisation processes development and coordination of business continuity management framework monitoring the business continuity management framework organisational chart showing management functions and reporting responsibilities tracking and measurement of performance and outcome of the business continuity management framework
Management may include:	chief executive officer company board delegated business continuity management director/officer department managers directors supervisors
Resources may include:	critical written and/or electronic records emergency services facilities and/or accommodation finances information technology infrastructure and applications management insurance media relations/communications officer outsourced services personnel/human resources plant and equipment premises telecommunications salvage crew training personnel
Tools may include:	component testing (simple checks) desktop scenario tests financial audit hazard and risk identification documentation information systems live simulation tests performance audits plant and equipment maintenance schedules technical testing (detailed checks) workplace health and safety audit
Exercises may include:	drills discussion exercises modelling planned walkthroughs scenario planning and exercising simulated exercises testing
Pre and post activation may include:	aims and objectives for business continuity management exercise plan amendment of business continuity management plan following exercise assessment of current business continuity management plan feedback documentation from exercises identification of emerging threats and risks
Dependencies may include:	office furniture office supplies personnel systems and applications vital records
Interdependencies may include:	communications outsourcer and third party suppliers power sanitation security transport water

Unit Sector(s)

Unit sector

Competency field

Competency field	Industry Capability - Continuity

Co-requisite units

Co-requisite units

BSBCRT101A Apply critical thinking techniques

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to use fundamental critical thinking skills. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to all individuals who need the capacity to think critically and apply that thinking to a range of situations and challenges. It is relevant to all work and life situations, and focuses on the conscious development of skills to ask essential questions and to consider answers to those questions. 'A mind with no questions is a mind that is not intellectually alive. No questions (asked) equals no understanding (achieved).' Foundation for Critical Thinking

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Examine the value of curiosity and questioning	1.1. Appraise the value of curiosity and questioning in both work and life situations 1.2. Consider how different types of questions and styles of questioning apply in diverse situations
2. Develop the habit of asking questions and wondering why	2.1. Reflect on and wonder about issues and situations 2.2. Ask questions of self to challenge and expand individual thinking 2.3. Ask questions of others in a constructive way to seek broader knowledge and understanding 2.4. Identify situations when too much wondering and questioning may be inappropriate or ineffective 2.5. Assess the best ways to structure questions for different situations
3. Contribute to answers as well as questions	3.1. Take responsibility for answering questions as well as for asking them 3.2. From many possible questions, determine the key question to be answered 3.3. Identify and access information needed to answer the question 3.4. Sort the facts from other information in developing a response 3.5. Check own preconceptions and assumptions and determine their validity 3.6. Reach a well-considered conclusion or answer, without ruling out more questions or further exploration 3.7. Use conclusions and answers in positive, practical and timely ways

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to actively listen and to ask questions of others in a constructive way critical thinking and problem-solving skills to formulate and ask relevant questions, and come up with appropriate answers comprehension skills to interpret and distil key information of relevance to a given situation.
Required knowledge
different types of questions and their relevance to different situations techniques to assist in forming the habit of asking questions and taking responsibility for answers typical blockers to the critical thinking process why questions are important and the benefits of asking good questions for individuals, businesses and communities (the importance of critical thinking).

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: application of a conscious process of questioning to achieve new understandings knowledge and understanding of how critical thinking and questioning impacts on individual lives, the broader community and work situations.
Context of and specific resources for assessment	Assessment must ensure: interactions with specific challenges and situations to demonstrate the application of critical thinking (this would usually involve interactions with others).
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 evaluation of a candidate blog exploring different ideas and questions review of candidate response to scenarios that allow the candidate to apply critical thinking techniques to a particular life or work situation, and to demonstrate ability to portray curiosity and exploration of new concepts evaluation of candidate response to the challenge of adopting different perspectives on a situation, and ability to both develop and respond to questions from those perspectives observation of the candidate participating in a group problem-solving session oral or written questioning to assess knowledge of typical blockers to the critical thinking process.
Guidance information for assessment	Critical thinking always occurs in a specific context. Therefore holistic assessment with other units relevant to the industry sector, workplace and job role is highly recommended. Assessors must, however, retain a strong focus on the critical thinking skills as described in this unit.

Range Statement

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.
Value of curiosity and questioning might relate to:	developing a more efficient way of doing something developing a new idea developing and improving products and services enhancing skills and career opportunities enhancing the physical environment financial benefit greater personal satisfaction improving interpersonal relationships
Different types of questions may include questions about:	accuracy breadth clarity depth emotion fairness logic meaning precision relevance significance social engagement society style taste
Questions of self may include:	am I being distracted by irrelevant information? are claims warranted? are there any unstated assumptions? could I do this differently or better? do I have any ideas to share about this? have I seen something that may have application here? how can I do that? how can I fix this? how long will that take? if they are doing that, could I? is this a reliable source? is this relevant to me? was I fair? what are the real facts of this situation?
Questions of others may include:	do we have a budget? how did you come up with that? how do you feel about that? how does that work? what does it mean? why do you want me to do it like that? why do we do it like that? why is it so?
Situations when too much wondering or questioning may be inappropriate or ineffective may relate to:	contractual agreements extreme time pressure or non-negotiable deadlines financial limitations procedures determined by laws or other regulations safety issues when others are totally closed to new ideas
Responsibility for answering questions may involve:	acknowledging shared responsibility adopting a positive 'can do' attitude following up on practical details pro-actively seeking information suggesting a new approach talking to others about possible answers
Key question to be answered may be determined by:	constraints of the broader context and environment overall goal - what needs to be achieved personal hopes and expectations
Information needed to answer the question may be:	accessed by observing people already inside own head in journals, books or other printed materials in workplace documents in a hardware store on the internet with colleagues with friends or family
Other information may be:	opinions own assumptions or those of others personal prejudice spin or public relations
Preconceptions and assumptions may relate to:	assumptions about the way others are thinking established ways of doing things existing ideas, products and services risk aversion self-imposed limitations on what is possible

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Thinking

Co-requisite units

Co-requisite units

BSBCRT301A Develop and extend critical and creative thinking skills

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop the habit of thinking in a more creative way. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who need to develop and extend their critical and creative thinking skills. Creative thinking involves looking at things differently, musing, testing, experimenting and challenging existing thought patterns. Creative thinking can take place anywhere - at home, at work, lying in bed at night, in the shower or on the bus. It can be applied to any type of issue or situation. When used effectively it can assist with the improvement of existing, or the development of entirely new or innovative services, products or processes. Sometimes creative thinking may pay off in a seemingly unconnected way at a future time and in an apparently unrelated context. Creative thinking can be learnt and applied through thoughtful application of skills related to observation, analysis, reflection, problem solving, evaluation and critical appraisal. Effective use of creative thinking skills opens up new opportunities for individuals, businesses and communities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop a questioning mindset	1.1. Develop the habit of asking questions from different perspectives 1.2. Take responsibility for exploring a variety of information sources to provide relevant answers to own questions 1.3. Sort through information and ideas to identify the central questions, issues and challenges 1.4. Challenge preconceptions and assumptions to determine actual constraints in defining a problem for resolution
2. Generate ideas and responses	2.1. Explore and use a range of creative thinking techniques to generate ideas and responses 2.2. Muse on, play around with and have fun with ideas in relation to a perceived objective 2.3. Identify and challenge blockers to creative thinking 2.4. Consider and explore realities beyond the current situation 2.5. Evaluate, and where appropriate, challenge existing boundaries to determine perceived or actual constraints 2.6. Show willingness to take risks with ideas and thought processes 2.7. Look around in familiar and unfamiliar places for new inspiration and habitually record observations, experiences, ideas and reflective thoughts to broaden personal knowledge base 2.8. Acknowledge and accept the opportunity for revelation when least expected 2.9. Identify connections and associations from things that seem unconnected
3. Challenge, test and re invent ideas	3.1. Identify, interrogate and challenge the assumptions behind ideas 3.2. Experiment with variations, and explore and challenge a range of different solutions and ideas 3.3. Consciously change perspectives, and evaluate ideas and situations in new ways 3.4. Where appropriate, involve others in ideas and how they might change or be improved
4. Enhance creative thinking skills	4.1. Consciously challenge and question own thought patterns and ways of responding to work and life situations 4.2. Identify and take opportunities to self-assess and to learn about new ideas and different ways of thinking 4.3. Take opportunities to practise and experiment with creative thinking techniques across work and life situations 4.4. Pro-actively talk to others about ways that new ideas and patterns of thinking can be encouraged and developed

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creative thinking skills to participate effectively and actively in a range of creative thinking activities literacy skills to explore and analyse information dealing with potentially complex concepts from a wide range of sources problem-solving skills to tease out central themes and issues, and to respond with a range of ideas and solutions reflective learning and self-management skills to question and challenge own skills and practice, to identify and access learning opportunities, and to be prepared to learn new things in unfamiliar areas.
Required knowledge
common blockers to creative thinking, both from an individual and organisational perspective definitions, concepts and history of creativity at an overview level different creative thinking techniques and how they work, including daydreaming and mental wandering, wishful thinking, use of metaphors and analogies, trigger words, morphological analysis, brainstorming visualisation, mind mapping, lateral thinking games, Edward de Bono's six thinking hats, making associations and storytelling how creativity applies everywhere, not just in traditionally 'creative' contexts impacts of creative thinking on individuals, communities and businesses techniques for filtering to process diverse information ways of extending and developing individual creative thinking skills.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: active participation in a range of creative thinking activities, including ability to ask relevant questions and to generate a range of ideas in response to a given situation or issue understanding of creativity and creative thinking at a basic level, including its impact and importance for individuals, communities and businesses knowledge and application of different creative thinking techniques and processes to a range of situations.
Context of and specific resources for assessment	Assessment must ensure: interactions with challenges, situations and scenarios to which creative thinking may be applied (usually this would involve interactions with others to reflect the nature of the creative thinking process).
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 direct observation of the candidate participating in collaborative creative thinking activities evaluation of ideas generated by the candidate (with or without others) and of the processes used to generate and test those ideas evaluation of a presentation made by the candidate articulating the process of developing ideas or pieces of work, plus evaluation of candidate debating and discussing ideas with others evaluation of a (non-computerised) game developed by the candidate, played with others, challenged and re-invented oral or written questioning to assess knowledge of creative thinking techniques, concepts and definitions of creativity.
Guidance information for assessment	Creative thinking always occurs in a specific context. Therefore holistic assessment with other units relevant to the industry sector, workplace and job role is highly recommended. Assessors must, however, retain a strong focus on the creative thinking skills as described in this unit.

Range Statement

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.
Questions may include:	are there any boundaries I need to consider? are there new ideas we can bring to this situation? how could I solve this problem? is there a different way of doing this? what am I or others trying to do? what do I need to do to make this better? what extra information do I need? what is missing? what is required? who do I need to talk to about this? why is this so?
Different perspectives may be those of:	clients or customers family members friends funding bodies general public history organising committees regulatory authorities self specialists or experts supervisors or managers work colleagues
Creative thinking techniques may include:	brainstorming: stop and go sequencing buzz session bulletin board computer-aided daydreaming and mental wandering Edward de Bono's six thinking hats ego alter or heroes graphic organisers: visual maps webbing concept fans lateral thinking games making associations mind mapping morphological analysis storytelling sub-culture surfing trigger words use of metaphors and analogies vision circles visualisation wishful thinking word salads
Blockers to creative thinking may be:	cultural emotional environmental family ideas and perceptions about how we should behave, such as: play according to the rules don't ask questions don't be silly do as you're told be practical (taken from Lotherington 2003: Flicking Your Creative Switch) intellectual peer pressure perceptual risk aversion 'way it's done round here'
Existing boundaries may relate to:	available resources (human, financial, physical) established tradition or practice in a given field of activity communication protocols procedures and processes specifications unspoken agreements about who does what and how work conditions
Risks with ideas and thought processes might involve:	accepting the limitations of one's own knowledge or capacity challenging established authority challenging the continuation of current ways of doing things changing the rules exposing oneself or others to possible criticism facing personal fears and apprehensions letting go of control radically changing long established tradition, practice or norms taking financial risks taking self or others outside of a comfort zone
Familiar and unfamiliar places may include:	colleagues community groupings friends hardware stores information sources with little direct link to the question at hand journals junk stores libraries museums recycling yards shopping centres websites workshops

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Thinking

Co-requisite units

Co-requisite units

BSBCRT401A Articulate, present and debate ideas

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to articulate, present and debate ideas. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who need to present and debate ideas in a work or broader life context. While the unit shares some similarities with units such as BSBCMM401A Make a presentation or BSBRES401A Analyse and present research information, the focus is quite different. This unit focuses on the creative ways in which ideas can be presented to provoke response, reaction and critical debate. Risk taking, storytelling and participation in critical debate are key features of the unit. Ideas might be quite complex in nature and relate to new products, services, creative works or new ways of doing things.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Analyse ideas for communication to others	1.1. Distil key themes, messages and positions to aid in clarity of thought and presentation 1.2. Reflect on different ways of communicating ideas for different purposes and to different people 1.3. Identify the enabling skills and attributes of individuals who can effectively participate in discussions about ideas
2. Provoke response and reaction	2.1. Explore and use different techniques to engage, fascinate and involve others in the process of communication and exchange 2.2. Explore the ways that storytelling can be used to communicate ideas 2.3. Create innovative approaches to different communication challenges 2.4. Be prepared to take risks in the way ideas are presented 2.5. Identify specific ways to provoke and encourage response in particular individuals or groups
3. Debate and discuss ideas	3.1. Present and argue substantiated positions on ideas 3.2. Be open to critical analysis of own ideas and to the ideas of others 3.3. Identify and participate in conversations that challenge and explore different concepts and approaches, and generate new ideas 3.4. Respond to questions about ideas with confidence and relevant information 3.5. Reflect on and appraise the views of others, and use to refine ideas and to embrace new ideas

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to present ideas in ways that engage and provoke response, and to debate and discuss potentially complex concepts creative thinking skills to develop responses and new ideas in response to feedback learning and self-management skills to actively seek feedback and to learn from others literacy skills to develop and interpret information dealing with complex ideas.
Required knowledge
creative and different ways of expressing and communicating ideas, and of making an opportunity pitch different ways in which individuals receive and respond to ideas and information, and what influences their response nature and role of risk taking in the presentation and debate of ideas role of storytelling in communicating ideas and key storytelling techniques techniques to tailor comments to particular audiences.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: creative and articulate presentations that provoke interest and response active and confident participation in critical debate and discussion of ideas.
Context of and specific resources for assessment	Assessment must ensure: presentations to others about ideas discussion and debate with others about ideas.
Method of assessment	A range of assessment methods should be used t 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 direct observation of candidate participation in presentations and debates evaluation of candidate's skills in responding to new and different communication situations evaluation of candidate telling a story, making a pitch or presenting ideas to complete strangers in 'different' environments (e.g. in a restaurant, in the corridor, on a bus, in a lift).
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Key themes, messages and positions may relate to:	essence of the idea influences on the idea relationship of idea to established tradition or practice relationship of idea to new and emerging technology problems and challenges with the idea reasons why the idea should be supported selling a creative team selling creative ideas selling self as a creative person way the idea was developed who had developed the idea and why
Different ways of communicating ideas may be:	aural group presentation/pitch in a forum in elevators one-on-one discussion on planes oral remote (e.g. video conferencing) visual
Individuals may be:	colleagues community members friends gallery owners interviewers (media) investors mentors panels peers students supervisors or managers
Different techniques to engage, fascinate and involve others may include:	blogging media releases multimedia presentations music photography storytelling viral marketing visual depictions
Innovative approaches to communication challenges may involve ability to:	get across all key messages in a short time present on unfamiliar topic respond to impromptu situations structure information quickly and effectively
Specific ways to provoke and encourage response may include:	use of engaging objects to explain idea
Risks may involve:	acknowledging own limits and difficulties asking for help breaking out of accepted norms divulging personal information or vulnerabilities failing and learning from it incorporating humour taking a fun approach with a potentially serious audience
Substantiated positions may be positions which are:	grounded in appropriate research result of rational and logical thought subjected to the analysis of others (e.g. peer review) supported by relevant information

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Thinking

Co-requisite units

Co-requisite units

BSBCRT402A Collaborate in a creative process

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to collaborate in a creative process. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who participate in a collaborative creative process in a work or broader life context. It is relevant to individuals who are involved in what is traditionally considered creative endeavour but is also very important in broader business and community activities where creative team effort is highly valued. The unit focuses on effective engagement in a collaborative process, underpinned by a commitment to trust and ethics as a key feature of collaborative creative effort.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Enter into a collaborative creative process	1.1. Adopt a personal philosophy of trustworthy and ethical behaviour 1.2. Maximise the possibilities of sustaining creative partnerships through trustworthy and ethical behaviour 1.3. Use professional discretion and judgement in dealing with others 1.4. Acknowledge and respect the different ways that different people may contribute to the creative process 1.5. Acknowledge and work within the legal framework that applies to creative content as part of individual commitment to an ethical approach 1.6. Respect collaborative efforts by relinquishing individual ownership of ideas
2. Engage in a collaborative creative process	2.1. Maintain a belief in personal ideas, combined with a willingness to move on as ideas are discarded and others evolve 2.2. Be prepared to let go of own vanity and ego to allow new ideas to emerge 2.3. Use language and adopt a demeanour that demonstrates respect and trust for others 2.4. Listen to, value, respect and trust the contributions of others as material to work with rather than positions to argue against 2.5. Challenge, test and share ideas in a supportive way as part of the creative process 2.6. Move on from initial positions and preconceptions to accept and embrace new and unpredictable ideas as they emerge during the creative process 2.7. Play a role that encourages the movement and shift of ideas within the group towards a well-conceived solution
3. Reflect on own role in the collaborative creative process	3.1. Reflect on own level of participation, relationships with others and personal behaviour in the collaborative process 3.2. Identify ways to do better next time and follow up on any issues that need to be resolved 3.3. Identify and seek opportunities to refine and expand own skills and knowledge, including learning from failing

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to nurture trust, to model open and supportive communication, and to articulate potentially complex ideas creative thinking skills to generate and explore ideas learning and self-management skills to reflect on and enhance own ability to contribute effectively to a collaborative creative process problem-solving skills to continually be evaluating and challenging ideas and moving them forward towards solutions.
Required knowledge
concept of shared intellectual property from collaborative creativity concepts of trust and ethical behaviour in the context of creative endeavour different roles people may play in a collaborative creative process and how this contributes to the overall effort how the creative process works in different situations (e.g. as an individual, as part of a group) how the potential for creativity can be maximised within a team legal framework that affects copyright, moral rights and intellectual property issues what stops creativity in a group environment.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: positive and full participation in a collaborative creative process that generates, expands and develops ideas into a well-conceived solution communication and creative-thinking skills that make a positive contribution to the collaborative effort knowledge and understanding of the ethical framework in which any type of creative endeavour operates.
Context of and specific resources for assessment	Assessment must ensure: involvement of a team of people in the collaborative creative process.
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 direct observation of the candidate participating in collaborative creative activity interviews with others participating in the process to determine the nature and quality of the candidate's participation and interactions evaluation of candidate presentation (verbal or written) on the collaborative process, including challenges, benefits and key learning for the future oral or written questioning to assess knowledge of concepts of trust and ethical behaviour in the context of creative endeavour.
Guidance information for assessment	A collaborative creative effort always occurs in a specific context. Therefore holistic assessment with other units relevant to the industry sector, workplace and job role is highly recommended. Assessors must, however, retain a strong focus on the key aspects of collaboration and creativity detailed in this unit. Combined assessment with the following unit would also be appropriate: BSBCRT301A Develop and extend critical and creative thinking skills.

Range Statement

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.
Personal philosophy of trustworthy and ethical behaviour may relate to:	acknowledging discomfort or anger being prepared to fully participate communicating in an open way honesty honouring commitments sensitivity to social, cultural, personal situations and dynamics showing respect understanding of the consequences of actions
Professional discretion and judgement may relate to:	assessing when to keep quiet being aware of and responding to different personality types knowing when it is appropriate or inappropriate to share information knowing with whom information should be shared
Different ways that different people may contribute may relate to:	different approaches to expressing opinions or ideas inclinations to lead or follow influence with others interpersonal skills networks past experience technical skills and expertise
Belief in personal ideas may be demonstrated by:	backing ideas up with information and rationale being prepared to argue for own ideas confidence in own ability to create many ideas confidence to share ideas confident articulation of ideas spending time developing and refining own ideas
Language that demonstrates respect for others may involve:	acknowledging new ideas and effort avoiding negative words avoiding personal negatives like 'you cannot' or 'you should not' choosing words wisely listening making differentiations between ideas and people managing tone speaking at a level appropriate to the listener
Demeanour that demonstrates respect for others may relate to:	avoiding intellectual bullying encouraging others to express ideas facial expression keeping a positive mindset listening before speaking physical position refraining from blame or accusation other non-verbal behaviour understanding the balance between constructive comment and attention seeking
Movement and shift of ideas may involve:	building in 'what if' scenarios encouraging a stocktake before moving forward making connections between seemingly disparate ideas refining ideas that seem positive returning to earlier ideas returning to key objectives suggesting new processes turning ideas 'on their head' to resolve blockages

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Process

Co-requisite units

Co-requisite units

BSBCRT403A Explore the history and social impact of creativity

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to explore the history and social impact of creativity. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who develop and apply knowledge of the history of creativity at a broad rather than deep level. Understanding the concept of creativity, how creative people think and how creativity has been applied through history can provide individuals with inspiration and ideas to take into their own work and lives. More complex research on theories of creativity is found in BSBCRT601A Research and apply concepts and theories of creativity.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Investigate the history of creativity	1.1. Identify relevant sources of information on the history of creativity 1.2. Investigate and review different definitions of creativity and how these relate in an historical context 1.3. Assess the ways that individuals and collaborative groups have demonstrated creativity 1.4. Explore the relationship between creativity and different cultures and relate these to current contexts
2. Assess the impacts of creativity	2.1. Explore the impacts of creativity on the ways that people live and work 2.2. Explore the ways in which creativity has occurred in different fields of human endeavour 2.3. Determine and evaluate the factors that affect the presence or extent of creativity in a given situation
3. Evaluate the potential for enhancing creativity in own life	3.1. Extract key information and ideas from the history of creativity for possible relevance to own life and work 3.2. Discuss and explore ideas with others 3.3. Reflect on how creativity or creative thinking might be integrated into own life and work 3.4. Identify and access opportunities to build own creative thinking skills

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to discuss and explore ideas about creativity with others comprehension skills to interpret information dealing with potentially complex ideas.
Required knowledge
impact of creativity at different points in history, including contemporary perspectives potential links between the history of creativity and current individuals and communities sources of information on the history and social impact of creativity ways in which different factors impact on creativity and how it is demonstrated in various cultural contexts.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge and understanding of the history and social impact of creativity, including its contemporary relevance to individuals and communities.
Context of and specific resources for assessment	Assessment must ensure: access to sources of information on the history of creativity.
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 evaluation of candidate's exploration of creativity and its impact, demonstrated through oral or written presentation oral or written questioning to assess knowledge of creativity in an historical and contemporary context review of identification of opportunities to build own creative thinking skills.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of information may include:	artistic works (visual, aural, oral) arts co-operatives clubs friends and family internet printed references and texts production teams
Impacts of creativity may include:	archaeological discoveries botanical/anthropological discoveries change in nature of communication between individuals and communities changed relationships between gender and generations changes in style conservative versus adventurous culture and social mindset improvement in living conditions new products and services reduced costs scientific discoveries sudden or gradual political change totally new ways of undertaking tasks
Different fields of human endeavour may be:	agriculture arts science subsistence - primitive societies technology
Factors that affect the presence or extent of creativity may include:	culture economic environmental family friends political right time and place social
Opportunities to build own creative thinking skills may include:	attendance at seminars participation in creative activities reviewing and adapting own communication skills using new approaches to work working in creative communities

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Thinking

Co-requisite units

Co-requisite units

BSBCRT501A Originate and develop concepts

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to originate and develop concepts for products, programs, processes or services to an operational level. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who originate and develop concepts of some complexity and progress that concept to the point where it can be implemented. Individuals may be employed by organisations, be sub contractors or consultants brought in by companies to work on specific projects, or be individuals or part of a team working independently. Concepts could be developed for any business or community activity or process such as marketing campaigns, staff development programs, information technology and communication systems. This unit is also highly relevant to practitioners in the creative industries who develop products such advertising campaigns, radio and television programs, entertainment events, films, exhibitions and digital media products. A person undertaking this role would operate with a high degree of autonomy and at a senior level if working within an organisation. However, the process of generating concepts and ideas is collaborative in nature. Skills associated with writing proposals to support concept development are covered in BSBWRT401A Write complex documents.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate and explore needs and opportunities	1.1. Research and evaluate existing information that informs new concept development 1.2. Where appropriate, identify and use gaps in current range of products, programs, processes or services as the catalyst for generating new ideas or concepts 1.3. Expand the potential of new ideas through exploration of opportunities beyond the obvious 1.4. Identify factors that could have an impact on ideas or concepts to be developed, including potential for commercialisation 1.5. Determine whether other players are filling identified gaps or investigating similar opportunities 1.6. Develop preliminary ideas on innovative and different ways to address needs and opportunities 1.7. In consultation with relevant stakeholders, agree on broad parameters for developing ideas and concepts to meet market requirements
2. Develop a range of creative approaches	2.1. Use a range of creative thinking techniques to generate innovative and creative concepts to address identified needs 2.2. Challenge, test and experiment with different concepts and ideas as part of a collaborative process 2.3. Evaluate concepts in terms of their suitability for the target audience or purpose, their feasibility and their commercial potential 2.4. Take account of social, ethical and environmental issues as concepts and ideas are generated and discussed 2.5. Identify resources required to achieve desired creative and innovative outcomes 2.6. Evaluate the effectiveness of different strategies for achieving desired outcomes 2.7. Select concepts or approaches that achieve required outcomes in an innovative and feasible way 2.8. Present proposed concepts or approaches in an appropriate format
3. Refine concepts	3.1. Ensure concept development process is open to ongoing refinement and testing 3.2. Seek input and feedback on concepts from relevant stakeholders 3.3. Seek specialist advice on creative and technical aspects of proposals as required 3.4. Compare concepts with best practice examples of similar products, programs, processes or services 3.5. Use a range of creative and practical criteria to determine the advantages and disadvantages of different concepts 3.6. Evaluate constraints on the realisation of concepts or ideas 3.7. Refine proposals based on analysis and feedback
4. Develop concepts to an operational level	4.1. Use refined concepts as the basis for developing detailed implementation specifications 4.2. Present specifications to relevant parties for approval, funding or endorsement 4.3. Reflect on methodology used to generate concepts and ideas and note ways of improving this in the future

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to work collaboratively on ideas and to articulate the rationale for concepts in ways that promote constructive discussion with others creative thinking skills to generate a range of innovative concepts and ideas, to use lateral thinking and to take a visionary approach to developing concepts and ideas initiative and enterprise skills to pro-actively identify market requirements planning and organising skills to take account of practical issues for concept implementation self-management skills to meet deadlines.
Required knowledge
broad context in which concepts are being developed cultural, social and environmental issues and impacts to be considered in developing new concepts issues and requirements to commercialise the concept legal requirements that affect work in a given industry context practical and operational issues to be considered in a specific work or community context range of broad practical and operational issues that determine whether a concept can be implemented (in any context) techniques for generating creative ideas and solutions, and for translating these ideas into workable concepts.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of at least two concepts, substantiated and supported with sufficient information to allow for implementation to occur generation of concepts and ideas that provide innovative solutions to identified issues knowledge of legal requirements that affect work in a given industry context.
Context of and specific resources for assessment	Assessment must ensure: access to the full range of background information required to evaluate the operational factors that will affect the implementation of concepts interaction with others to reflect the collaborative nature of the concept development process.
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 evaluation of concepts generated by the candidate, of the processes used to generate and test the ideas and the material developed to support the concept debate and discussion with the candidate to assess knowledge of the operational context and the broader factors that impact on concept development evaluation of presentation or 'pitch' made by the candidate in relation to a particular concept oral or written questioning to assess knowledge of cultural, social and environmental issues and impacts to be considered in developing new concepts.
Guidance information for assessment

Range Statement

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.
Existing information that informs new concept development may include:	creative brief market research organisational vision personal vision and creative aspiration
Products, programs, processes or services may include:	art and craft works advertising campaigns business services and processes designs festivals films interactive digital media products live entertainment productions or events manufactured products marketing and promotional campaigns museum and gallery exhibitions photoimaging services radio or television programs
Exploration of opportunities beyond the obvious may involve:	challenging existing assumptions and preconceptions considering radical change to the way things are done exploring practice in a totally different industry context investigating the use of new media making connections between seemingly unrelated activities
Factors may include:	codes of practice content cost effectiveness features of interactive digital media products: delivery platform level of interactivity look and feel navigation Indigenous laws and protocols length of program or film level of skill and understanding required for implementation nature and size of target audience organisational charter and policies purpose: advertising or marketing commercial educational entertainment game information relevant legislation, such as: copyright and intellectual property privacy results of market research revenue raised by existing market share technical feasibility
Relevant stakeholders may include:	administrative staff clients/customers designers and other creative personnel directors external suppliers information technology personnel management program producers technical specialists writers
Creative thinking techniques may include:	brainstorming: bulletin board buzz session computer-aided sequencing stop and go Edward de Bono's six thinking hats ego alter or heroes graphic organisers: concept fans visual maps webbing lateral thinking games making associations mind mapping morphological analysis sub-culture surfing trigger words use of metaphors and analogies vision circles word salads visualisation
Resources may include:	computer hardware and software facilities printed material specialist equipment specialist staff training
Formats may include:	application forms to funding bodies or sponsors briefs for consultants concept maps electronic presentations to promote the concept in-house proposal forms
Creative and practical criteria may include:	cost-effectiveness evaluation against competing priorities fit with personal vision and aspirations fit with strategic directions of organisation fit with target market needs how innovative the concept is level of risk potential benefits technical feasibility time to realise the concept
Constraints may include:	availability of resources and equipment availability of skilled experts and personnel cost level of technical difficulty limited funding sources limited potential for commercialisation time
Implementation specifications may include:	briefs for work detailed specification of concept including purpose and content operational plan with responsibilities and time lines resources breakdown (financial, human and physical)

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Thinking

Co-requisite units

Co-requisite units

BSBCRT601A Research and apply concepts and theories of creativity

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake research into different concepts and theories of creativity, and to apply those to a particular field of endeavour. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who use sophisticated research and critical analysis skills in the exploration of creativity and its application to work and life practice. This research may be related specifically to fields of practice traditionally considered as 'creative', such as the arts, but may equally relate to much broader fields of human activity and endeavour. The scope of the research activity has both significant depth and breadth. A broader, more general approach to the ideas and history surrounding creativity is found in BSBCRT403A Explore the history and social impact of creativity.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research concepts and theories of creativity	1.1. Use a range of research techniques to source information about creativity 1.2. Identify and explore potential new, emerging and alternative sources of ideas and thinking about creativity 1.3. Expand own knowledge and understanding of creativity through review and critical analysis of information 1.4. Analyse, compare and contrast a range of theoretical perspectives and thinking on creativity 1.5. Identify and explore the transmigration of creative thought to innovative output
2. Apply theories of creativity to practice	2.1. Evaluate the relevance and application of different theories and practices of creativity based on analysis of own work and life experience 2.2. Analyse the ways in which different aspects of history, theory and other influences are applied, adapted or challenged in practice 2.3. Assess the ways in which theories, thinking and practices about creativity may be applied that provide benefits to individuals, businesses and the community
3. Develop, articulate and debate own perspectives theories and practices of creativity	3.1. Take a critical approach to different theories and reflect on own ideas and responses 3.2. Develop own substantiated positions in response to research and analysis 3.3. Articulate own positions in a manner which demonstrates clarity of thought and conceptual understanding of different theories and thinking 3.4. Debate own positions on creativity showing belief in own ideas and a willingness to remain open to new perspectives

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
critical thinking skills to analyse complex information and to develop and substantiate own positions and responses to theories and thinking around creativity communication skills to articulate and debate complex concepts literacy and problem solving skills to research information dealing with complex concepts and theories of creativity self-management skills to develop and substantiate own views and ideas.
Required knowledge
different theories and concepts of creativity, including different historical perspectives and current and emerging thinking potential and actual benefits of creativity for individuals, businesses and communities relationship between theories of creativity and creativity in practice (in a particular work or broader social context).

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: conduct of at least one research project into past, current and emerging theories of creativity development of substantiated positions on creativity and its application in response to own analysis and research knowledge of different theories and thinking on creativity and its application in different social and work contexts.
Context of and specific resources for assessment	Assessment must ensure: use of current and emerging sources of information and thinking on creativity.
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 evaluation of research undertaken by the candidate into theories and application of creativity observation of the candidate participating in discourse and debate on theories of creativity and on the candidate's own positions and ideas.
Guidance information for assessment

Range Statement

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.
Research techniques may include:	analysis of consumer trends desk research finding style leaders informal discussions internet search interviews literature reviews observation of creative workers processes and behaviours personal experience tracking trendsetters
New, emerging and alternative sources of ideas and thinking may include:	component resourcing consumer trends current business theories emerging government policy emerging research fashion/design trends grazing hardware, electronics, junk, second hand goods etc. individuals in any fields of endeavour innovative organisations international trends new products and sub assembly components social trends
Critical analysis may involve:	adapting analysing and evaluating actions and policies challenging clarifying issues, values and standards comparing analogous situations comparing and contrasting ideals with practice comparing and evaluating beliefs, interpretations and theories critical path process debate and discussion developing criteria for evaluation distinguishing relevant from irrelevant facts examining and evaluating assumptions exploring implications and consequences generating and assessing solutions ideational connecting of unrelated information judging leap of faith making interdisciplinary connections making plausible inferences and predictions noting significant similarities and differences obtuse connections openness questioning reading and listening critically reflecting
Range of theoretical perspectives and thinking may be:	economic environmental geographic heritage historical local, national, international political philosophical social/cultural style/design
Own work and life experience may include:	evaluation of contexts in which creativity has flourished observation of nature observation of the man-made environment observations of the ways people interrelate reflection on own creative thinking and endeavours reflection on own experience with any type of creative endeavour or creative thinking workplace experience
Benefits to individuals, businesses and the community may include:	adaptability better individual and business relationships capacity for innovation and invention curiosity environmentally sustainable practices greater social cohesion high degree of value adding improved productivity and profit nimbleness of thought psychological wellbeing of individuals and communities
Substantiated positions may be positions which are:	grounded in appropriate research result of rational and logical thought supported by relevant information subjected to the analysis of others (e.g. peer review)
Clarity of thought and conceptual understanding may be demonstrated by:	ability to exchange and debate ideas with others appropriate distillation of ideas to suit the required purpose audience understanding clear articulation of ideas

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Creative Thinking

Co-requisite units

Co-requisite units

BSBCUS201B Deliver a service to customers

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCUS201A Deliver a service to customers

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.

Application of the Unit

This unit applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Establish contact with customers	1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational requirements 1.2 Maintain personal dress and presentation in line with organisational requirements 1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information 1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences 1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements
2. Identify customer needs	2.1 Use appropriate questioning and active listening to determine customer needs 2.2 Assess customer needs for urgency to identify priorities for service delivery 2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s 2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required
3. Deliver service to customers	3.1 Provide prompt customer service to meet identified needs according to organisational requirements 3.2 Provide information regarding problems and delays, and followup within appropriate timeframes as necessary 3.3 Communicate with customers in a clear, concise and courteous manner 3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible
4. Process customer feedback	4.1 Promptly recognise customer feedback and handle sensitively according to organisational requirements 4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures 4.3 Identify any unmet customer needs and discuss suitability of other products/services 4.4 Support customers to make contact with other services according to organisational policies and procedures

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to convey meaning clearly, concisely and coherently

literacy skills to communicate with customers and to develop required product knowledge

numeracy skills to interpret customer requirements and to meet customer needs

problemsolving skills to deal with customer enquiries or complaints

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

organisational policies and procedures relating to customer service and the customer service process.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrating all stages of customer service interactions responding to customer feedback demonstrating a range of interpersonal skills knowledge of relevant legislation.
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 customer complaints and policies relating to customer service.
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 onthejob performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of customer service and communication techniques review of information provided to customers about problems and delays, and customer followup review of documentation recording feedback and communication between customers and the organisation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customers may include:	contacts from other organisations external customers internal customers members of the public patients service users.
Organisational requirements may include:	access and equity principles and practice antidiscrimination and related policy following OHS procedures for dealing with customers legal and organisational policies, guidelines and requirements quality and continuous improvement processes and standards quality assurance and/or procedures manual.
Interpersonal skills may include:	listening actively to what the customer is communicating providing an opportunity for the customer to confirm their request questioning to clarify and confirm customer needs seeking feedback from the customer to confirm understanding of needs summarising and paraphrasing to check understanding of customer’s message using appropriate body language.
Designated persons may include:	manager, supervisor or team leader more experienced personnel with specific knowledge or information staff from other work areas with particular product or service knowledge.
Opportunities may include:	advice about warranties, guarantees or support services packaging options pricing options procedures for delivery of goods or service provision of product knowledge systems for recording complaints.
Customer feedback may be about:	damaged goods or delivery problems delays invoicing errors quality of customer service quality of service provision.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

BSBCUS301B Deliver and monitor a service to customers

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0 Revised unit. Performance criteria amended so that the learner is not required to ‘incorporate evidence of customer satisfaction in decision to modify products or services’. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCUS301A Deliver and monitor a service to customers

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

Application of the Unit

This unit applies to individuals who are skilled operators and apply a broad range of competencies in various work contexts.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Identify customer needs	1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations 1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements 1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
2. Deliver a service to customers	2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements 2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery 2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements 2.4 Provide assistance or respond to customers with specific needs according to organisational requirements 2.5 Identify and use available opportunities to promote and enhance services and products to customers
3. Monitor and report on service delivery	3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements 3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements 3.4 Regularly seek customer feedback and use to improve the provision of products and services 3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to identify trends and positions of products and services

communication skills to monitor and advise on customer service strategies

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to deal with customer enquiries or complaints

technology skills to select and use technology appropriate to a task

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying needs and priorities of customers distinguishing between different levels of customer satisfaction treating customers with courtesy and respect responding to and reporting on, customer feedback knowledge of organisational policy and procedures for customer service.
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 customer complaints examples of documents relating to customer service standards and policies.
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 onthejob performance by the candidate review of reports on customer service delivery analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of customer service strategies.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Appropriate interpersonal skills may include:	listening actively to what the customer is communicating providing an opportunity for the customer to confirm their request questioning to clarify and confirm customer needs seeking feedback from the customer to confirm understanding of needs summarising and paraphrasing to check understanding of customer message using appropriate body language.
Customers may include:	corporate customers individual members of the organisation individual members of the public internal or external other agencies.
Customer needs and expectations may include:	accuracy of information advice or general information complaints fairness/politeness further information making an appointment prices/value purchasing organisation’s products and services returning organisation’s products and services specific information.
Organisational requirements may include:	access and equity principles and practice antidiscrimination and related policy defined resource parameters goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services.
Effective communication may include:	giving customers full attention maintaining eye contact, except where eye contact may be culturally inappropriate speaking clearly and concisely using active listening techniques using appropriate language and tone of voice using clear written information/communication using nonverbal communication e.g. body language, personal presentation (for facetoface interactions) using open and/or closed questions.
Designated individuals may include:	colleagues customers line management supervisor.
Customer complaints may include:	administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors product not delivered on time service errors warehouse or store room errors such as incorrect product delivered.
Specific needs of customers may relate to:	age beliefs/values culture disability gender language religious/spiritual observances.
Opportunities to promote and enhance services and products may include:	extending time lines packaging procedures procedures for delivery of goods returns policy system for recording complaints updating customer service charter.
Verifiable evidence may include:	customer satisfaction questionnaires audit documentation and reports quality assurance data returned goods lapsed customers service calls complaints.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

BSBCUS401B Coordinate implementation of customer service strategies

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Performance criteria amended so that the learner is not required to ‘incorporate evidence of customer satisfaction in decision to modify products or services’. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCUS401A Coordinate implementation of customer service strategies

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Application of the Unit

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Advise on customer service needs	1.1 Clarify and accurately assess customer needs using appropriate communication techniques 1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements 1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery 1.4 Use business technology and/or online services to structure and present information on customer service needs
2. Support implementation of customer service strategies	2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups 2.2 Identify and allocate available budget resources to fulfil customer service objectives 2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements 2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
3. Evaluate and report on customer service	3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements 3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups 3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies 3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to

communicate effectively with personnel and clients at all levels

articulate customer service strategies

interpersonal skills to:

build relationships with customers

establish rapport

literacy skills to:

prepare general information and papers

read a variety of texts

write formal and informal letters according to target audience

planning skills to develop implementation schedules

problemsolving skills to diagnose organisational problems relating to customer services

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

environmental issues

occupational health and safety (OHS)

principles of customer service

organisational business structure, products and services

product and service standards and best practice models.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying needs and priorities of the organisation in delivering services to customers responding to and reporting on customer feedback designing strategies to improve delivery of products and services knowledge of the principles of customer service.
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 customer complaints, feedback and strategies.
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 onthejob performance by the candidate review of documentation reporting changes necessary to maintain service standards analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of customer service techniques and strategies review of systems, records and reporting procedures to compare changes in customer satisfaction.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customer needs may relate to:	accuracy of information advice or general information complaints fairness/politeness further information making an appointment prices/value purchasing organisation’s products and services returning organisation’s products and services specific information.
Communication techniques may include:	analysing customer satisfaction surveys analysing quality assurance data conducting interviews consultation methods, techniques and protocols making recommendations obtaining management decisions questioning seeking feedback to confirm understanding summarising and paraphrasing.
Customers may include:	corporate customers individual members of the organisation individual members of the public internal or external other agencies.
Organisational requirements may include:	access and equity principles and practice antidiscrimination and related policy confidentiality and security requirements defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services.
Business technology may include:	answering machine binder computer fax machine photocopier printer shredder telephone.
Online services may include:	access to product database by customers online access to purchase, delivery and account records contact centre online ordering online payments online registration quick/reasonable response twoway communication online.
Designated individuals and groups may include:	colleagues committee customers external organisation line management supervisor.
Procedures to resolve customer difficulties may include:	external agencies (e.g. Ombudsman) item replacement referrals to supervisor refund of monies review of products or services using conflict management techniques.
Customer complaints may include:	administrative errors such as incorrect invoices or prices customer satisfaction with service quality damaged goods or goods not delivered delivery errors products not delivered on time service errors specific ebusiness problems and issues: difficulty accessing services inactive links not appreciating differing hardware and software services not available supply errors such as incorrect product delivered time taken to access services unfriendly website design website faults warehouse or store room errors such as incorrect product delivered.
Customer service strategies may include:	courtesy/politeness delivery times merchandise characteristics price offers product/refund guarantees product/service availability.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

BSBCUS402B Address customer needs

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCUS402A Address customer needs

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. The customer relationship would typically involve direct interaction a number of times over an extended period.

This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions. They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

Application of the Unit

This unit applies to workers required to be familiar with a product and service that varies widely and is capable of significant customisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist customer to articulate needs	1.1 Ensure customer needs are fully explored, understood and agreed 1.2 Explain and match available services and products to customer needs 1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate
2. Satisfy complex customer needs	2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs 2.3 Determine and prioritise preferred actions 2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
3. Manage networks to ensure customer needs are addressed	3.1 Establish effective regular communication with customers 3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation 3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on uptodate information about the customer, and the products and services available 3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services 3.5 Maintain records of customer interaction in accordance with organisational procedures

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to relate to people from diverse backgrounds and people with diverse abilities.

information management skills to summarise information verbally and nonverbally

literacy and numeracy skills to:

interpret product and service features or sales data

read a variety of texts to prepare general information and papers

summarise information obtained from a variety of verbal and non-verbal sources

write formal and informal text

numeracy skills to analyse data, and to compare time lines and promotional costs against budgets

problemsolving skills to develop solutions unique to a customer

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

environmental issues

occupational health and safety

organisational procedures and standards for customer service relationships

detailed product and service knowledge which may:

be of significant breadth so as to propose alternative products and services, or

of significant depth so as to propose variations within a limited product and service range.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: assisting customers to articulate their needs documenting processes used and customer satisfaction with the products/services offered assisting customers to address their needs.
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 products/services and promotional strategies.
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 onthejob performance by the candidate review of documentation prioritising preferred actions analysis of responses to case studies and scenarios demonstration of techniques observation of presentations assessment of written reports evaluation of communication established with customers review of customer interaction records.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customers may include:	customers with routine or specific requests in person, computerbased and telephone customers internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers.
Rights and responsibilities of customers may include:	fulfilment of external obligations informed consent.
Effective regular communication may include:	giving customers full attention handling sensitive and confidential issues maintaining eyecontact (for facetoface interactions), except where eyecontact may be culturally inappropriate speaking clearly and concisely using active listening techniques using appropriate language and tone of voice using clearly written information/communication using nonverbal communication e.g. body language, personal presentation (for facetoface interactions) using open and/or closed questions.
Products and services may include:	either products or services goods ideas infrastructure private or public sets of benefits.
Organisational procedures may include:	procedural manuals quality systems, standards and guidelines.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

BSBCUS403B Implement customer service standards

Modification History

Release	Comments
Release 2	New release of this Unit with version 7.0 of BSB07 Business Services Training Package. ‘and to compare time lines and promotional costs against budgets’ removed from Required Skills AND BSBCUS401B and BSBCUS402B deleted from Guidance information for assessment.
Release 1	This Unit first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCUS403A Implement customer service standards.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation. Operators undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures.

Application of the Unit

This unit applies to frontline managers, including team leaders and supervisors, who have responsibility for seeing that a customer service system and customer service standards are implemented.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Contribute to quality customer service standards	1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures 1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes
2. Implement customer service systems	2.1 Encourage all personnel to consistently implement customer service systems 2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices 2.3 Identify customer service problems and make adjustments to ensure continued service quality 2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes 2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards
3. Implement team customer service standards	3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience 3.2 Identify resources required to undertake team tasks while meeting required customer service levels

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to:

direct others with regard to customer services standards

explain the system and standards to the work team

information management skills to summarise information verbally and nonverbally

literacy and numeracy skills to:

interpret product and service features or sales data

read a variety of texts to prepare general information and papers

summarise information obtained from a variety of verbal and non-verbal sources

write formal and informal text

numeracy skills required to analyse data

problemsolving skills to:

address problems and ensure service standards are met

develop solutions unique to a customer

modify customer service standards when required

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

detailed product and service knowledge

models of customer service

relevant organisational procedures and standards for customer service relationships.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: compliance with customer service system and standards recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers knowledge of customer service models.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documents.
Method of assessment	The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate observation of presentations oral or written questioning to assess knowledge of relevant organisational procedures and standards for customer service relationships evaluation of documentation reviewing customer feedback review of documentation identifying customer service problems review of team and work activities plan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customers may include:	customers with routine or special requests internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers.
Organisational standards, policies and procedures may include:	continuous quality improvement cycle – plan/do/check/act procedural manuals product and service manuals, labels, instructions quality systems, standards and guidelines requirements for staff appearance and presentation.
Customer service problems may include:	breakages or faults damaged stock delays in delivery of products or services missing parts or components poor service provision of poor advice or information.

Unit Sector(s)

Stakeholder Relations – Customer Service

BSBCUS501C Manage quality customer service

Modification History

Release	Comments
Release 1	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

Operators may have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework. At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.

Application of the Unit

Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Plan to meet internal and external customer requirements	1.1 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Ensure delivery of quality products and services	2.1 Deliver products and services to customer specifications within organisation’s business plan 2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards 2.3 Assist colleagues to overcome difficulty in meeting customer service standards
3. Monitor, adjust and review customer service	3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3. Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation’s systems and processes

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to identify trends and positions of products and services

communication skills to:

coach and mentor staff and colleagues

monitor and advise on customer service strategies

literacy skills to:

edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

prepare general information and papers according to target audience

read and understand a variety of texts

problemsolving skills to:

deal with customer enquiries or complaints

deal with complex and non-routine difficulties

technology skills to select and use technology appropriate to a task

selfmanagement skills to:

comply with policies and procedures

consistently evaluate and monitor own performance

seek learning opportunities.

Required knowledge

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

antidiscrimination legislation

Australian consumer law

ethical principles

codes of practice

privacy laws

financial legislation

occupational health and safety (OHS)

organisational policy and procedures for customer service including handling customer complaints

service standards and best practice models

public relations and product promotion

techniques for dealing with customers, including customers with specific needs

techniques for solving complaints including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and/or service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: plans, policies or procedures for delivering quality customer service demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service knowledge of techniques for solving complaints.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate observation of performance in role plays evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards review of strategies developed and used to monitor progress in achieving product and/or service targets and standards review of records, reports and recommendations about managing customer service.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customers may be:	Board members clients, purchasers of services coworkers, peers and fellow frontline managers members of the general public who make contact with the organisation, such as prospective purchasers of services potential funding bodies supervisors suppliers of goods and services and contractors providing goods and services.
Quality may refer to:	characteristics of a product, system, service or process that meet the requirements of customers and interested parties.
Products and services may include:	either products or services goods ideas infrastructure private or public sets of benefits.
Strategies may refer to:	databases and other controls to record and compare data over time electronic feedback mechanisms using intranet, internet and email feedback forms and other devices to enable communication from customers longterm or shortterm plans for monitoring achievement and evaluating effectiveness policies and procedures questionnaires, survey and interviews training and development activities.
Resources may include:	buildings/facilities equipment finance information people power/energy technology time.

Unit Sector(s)

Stakeholder Relations – Customer Service

Custom Content Section

Not applicable.

BSBDES201A Follow a design process

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to follow a design process at a basic level. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to any individual who follows a design process to respond to specific issues or challenges, including product and service requirements arising from particular business or community needs. The unit acknowledges the need to encourage the development of skills, which are sometimes called 'design thinking' or 'design consciousness'. In essence, the unit is about purposeful problem solving - defining the challenge, coming up with ideas, working with others to develop ideas, reflecting on progress, presenting an idea so it can be implemented and, of course, evaluating whether an idea has met the original challenge. Designers use the processes described in this unit but at a much more sophisticated and complex level. This unit is not about being a designer.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify the challenge	1.1. Confirm the nature and scope of the challenge with stakeholders 1.2. Agree on specific objectives with stakeholders 1.3. Identify any constraints that may impact on the design process 1.4. Identify and source relevant supporting information and assistance
2. Explore different ideas and solutions	2.1. Generate a range of ideas to respond to the challenge 2.2. Explore different options and ideas for meeting objectives 2.3. Involve others in the process of developing ideas and solutions
3. Select and present a solution	3.1. Reflect on different ideas and feedback, and select a preferred solution 3.2. Summarise the key ideas in the solution and present to stakeholders in appropriate format 3.3. Obtain any required approvals to take the solution to the next stage
4. Implement the solution	4.1. Schedule key tasks and organise resources to support implementation 4.2. Carry out testing, prototyping or trialling of the proposed solution 4.3. Maintain any required documentation 4.4. Identify problems and seek advice and guidance from others
5. Evaluate the solution	5.1. Check the success of the solution based on original objectives 5.2. Seek feedback from appropriate stakeholders 5.3. Review both the solution and the process undertaken to develop the solution as part of an ongoing learning process

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to liaise with others, to share ideas, and to present information and ideas clearly and concisely creative thinking skills to generate ideas in response to a defined problem or need in a familiar context literacy skills to analyse and interpret information dealing with concepts and ideas from own area of work problem-solving skills to identify problems and to work with others to develop solutions self-management skills to take responsibility for own work as part of an overall collaborative process.
Required knowledge
context for the challenge, including any specific factors that impact on work creative thinking techniques that can be used to generate ideas in any context key features and steps in the design process as a way of thinking and solving problems legal framework that impacts on activities in a particular context potential sources of information for new ideas, relevant to the specific context.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: active participation in a project which uses the design process to develop solutions to a given challenge effective communication skills to be a member of a collaborative team knowledge of the design process, and how it can be used in developing solutions to different issues and challenges.
Context of and specific resources for assessment	Assessment must ensure: access to materials, tools and equipment required to implement solutions in the given work context interaction with others to reflect the collaborative nature of the design process.
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 direct observation of the candidate participating in collaborative processes evaluation of documentation maintained by the candidate to support different ideas evaluation of a presentation made by the candidate outlining proposed solutions and processes used to develop those solutions oral or written questioning to assess knowledge of parameters and context for work in a given industry context.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other technical or specialist units from particular areas of work.

Range Statement

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.
Nature and scope of the challenge could be very varied, and may relate to new or improved:	applications of materials or equipment processes products or services systems uses of technology
Stakeholders may include:	client end users friends and family supervisor or manager work colleagues (working in the same or different areas)
Constraints may relate to:	availability of materials, equipment or tools boundaries about what can and cannot be changed legal restrictions time and budget
Relevant supporting information and assistance may include:	drawings, specifications or other technical data ideas from colleagues industry associations or organisations personal experience policy and procedures manuals print or electronic media (including internet) reference manuals technical experts
Different options and ideas may be generated by:	brainstorming: stop and go sequencing buzz session bulletin board computer-aided daydreaming and mental wandering Edward de Bono's six thinking hats ego alter or heroes graphic organisers: visual maps webbing concept fans lateral thinking games making associations mind mapping morphological analysis storytelling sub-culture surfing trigger words use of metaphors and analogies vision circles visualisation wishful thinking word salads
Appropriate format may be:	checklists digital presentation drawings/sketches models plans verbal presentation
Resources to support implementation may include:	equipment financial resources human resources information technology support materials tools
Testing, prototyping or trialling may involve:	creating a physical model or sample testing the solution against different scenarios using a small group to test the solution
Documentation may include:	diary showing progress of work progress reports records of communication (e.g. emails) working drawings
Advice and guidance may involve:	facilitating access to networks or contacts facilitating access to resources providing technical expertise

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES202A Evaluate the nature of design in a specific industry context

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to evaluate the nature and role of design in a particular industry context. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Design occurs in all industries and increasingly, quality design is considered a key factor in building organisational and industry capacity and competitiveness. This unit applies to individuals working in any context, who need to develop a basic appreciation and knowledge of the way that design works in a particular industry, and of its potential impacts on industry and individual work practice.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Source information on design in a given industry context	1.1. Investigate the nature, history, role and importance of design in the industry 1.2. Evaluate the roles played by designers and other contributors in the design process 1.3. Source information on the impacts of technology on design in the industry
2. Examine links between design and own work	2.1. Investigate impacts of design on own work 2.2. Consider role of individual workers across the industry in affecting future design directions
3. Keep up to date with industry design trends	3.1. Identify and access opportunities to maintain currency of knowledge about industry design trends 3.2. Evaluate how design trends affect the overall industry and the way it operates 3.3. Share information and pro-actively discuss emerging trends with work colleagues 3.4. Identify trends that will impact on own work and seek opportunities to develop appropriate skills

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to discuss design in a particular industry context with others research and literacy skills to source and interpret a wide range of information sources on design in a particular industry context self-management and learning skills to take responsibility for identifying and accessing professional development opportunities.
Required knowledge
consumer/end-user expectations current and emerging technologies and their effects on design in the industry current and past designers of influence in the industry current trends in use of design in a given industry context different definitions of design, and the differences and similarities between design and product development major design trends in the industry role of design in a given industry context.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: sourcing and interpreting a range of information sources on design and applying concepts to own work situation knowledge of design in a specific industry context, and its impact on individual work practice.
Context of and specific resources for assessment	Assessment must ensure: access to sources of information on design in a specific industry context.
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 oral or written questioning to assess knowledge of the nature, history, role and importance of design in a specific industry context.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Nature, history, role and importance of design may relate to:	changing nature of consumer expectations design and the role it plays in overall industry development, both locally and overseas design as competitive edge for individual organisations historical development of design in the industry important design influences in the industry links between design and legislation (e.g. specific requirements such as emission controls for vehicles, safety features of buildings, solar protection for clothing)
Other contributors may be those involved in:	marketing operations product development production
Impacts of technology may include:	changes in work structures changing staff demographics different relationships with other industries (e.g. information technology) different staff requirements location changes to accommodate different technologies
Impacts of design on own work may include potential changes to:	cost structures and resulting work practices equipment materials own roles and responsibilities procedures skill requirements
Role of individual workers may relate to:	adapting processes for greater efficiency developing design ideas based on operational knowledge and experience pro-actively making suggestions about new ways of doing things providing feedback on design concepts
Opportunities to maintain currency of knowledge may include:	attendance at seminars or other professional development opportunities conferences exhibitions and trade shows formal training industry associations or organisations industry social functions master classes media (including internet) reference manuals unions or employer bodies

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES301A Explore the use of colour

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to explore the use of colour and to apply colour theory. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to any individual whose work involves the effective use of colour, and who needs to understand the basics about the way colours work. Artists, designers, photographers, lighting technicians, digital media specialists and visual merchandisers are just a few examples of people who need these skills.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Source information on colour and colour theory	1.1. Identify and access sources of information on colour and colour theory 1.2. Evaluate and collate information to build a knowledge of colour and its application in different contexts
2. Experiment with colour	2.1. Test different colours and colour combinations through experimentation 2.2. Use own ideas as a way of testing, challenging or confirming colour theory 2.3. Ensure safe use of materials, tools and equipment during experimentation with colour
3. Communicate concepts and ideas through use of colour	3.1. Investigate how colour might be used to communicate a particular idea or concept 3.2. Select materials, tools and equipment relevant to the idea or concept 3.3. Apply colour in a way that communicates the concept or idea based on own knowledge of colour and colour theory 3.4. Review and reflect on own use of colour and what it communicates 3.5. Seek and obtain feedback from others about the way colour has been used and its success in communicating the concept or idea 3.6. Present and store work any samples in a way which takes account of the need for professional presentation and potential relevance for future work

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and interpret information about colour and colour theory numeracy skills to calculate quantities and proportions of different colours visual literacy skills to make judgements about the way that different colours work together and in conjunction with other elements.
Required knowledge
colour attributes and colour relationships different colour theories and their applications to different contexts emotional, cultural and situational aspects of colour individual interpretation and choice in relation to the use of colour, and the potential limitations of theory materials, tools and equipment required to experiment with colour in relevant contexts ways in which other practitioners use colour in their work.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: effective use of colour to communicate a concept or idea knowledge of colour theory, the effects of colour and its potential use in different contexts.
Context of and specific resources for assessment	Assessment must ensure: access to materials, resources and equipment needed to apply colour in the relevant work context.
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 evaluation of colour samples produced by the candidate to communicate a concept or idea oral or written questioning to assess knowledge of colour theory and use of colour by different practitioners.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of information on colour and colour theory may include:	anecdotal sources, personal observation art and design work books and magazines characteristics of materials, for example paints, pigments scientific texts web-based resources
Experimentation may involve playing with:	application of light, for example in a theatrical context colour attributes in hue, chroma, value colour grading colour models (emotional, physical and psychological effects of colour) colour scales colour schemes effective colour relationships, for example harmonies and discords
Materials, tools and equipment may include:	air brushes brushes cardboard digital equipment fabrics/textiles/plastics glue gouache, watercolour, acrylic hand tools light sources/equipment lighting gels measuring tools pastels, colour pencils, crayons range of papers receptacles rulers software sponges spray gun
Idea or concept to be communicated may relate to a huge range of activities such as:	advertising and promotion artistic works exhibitions or events fashion designs interactive digital media products interior designs jewellery design lighting designs object or product design sign making theatrical props, sets or scenic art
Samples may be:	colour wheels colour swatches constructed digital output drawn, painted, printed photographs sample boards transitory, for example natural and artificial lighting effects

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES302A Explore and apply the creative design process to 2D forms

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to explore and creatively apply the design process to the development of 2 dimensional (2D) forms. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who apply the creative design process to the development of 2-dimensional forms. The unit underpins many other specialised design units.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Source information on 2-dimensional design	1.1. Identify and access relevant sources of information on 2-dimensional design 1.2. Evaluate and collate information to build a knowledge of 2-dimensional design
2. Explore the creative design process for 2-dimensional forms	2.1. Use creative thinking techniques to generate a range of ideas and options 2.2. Use experimentation to explore and challenge a range of different ideas 2.3. Challenge assumptions, reflect on ideas and refine approaches 2.4. Consciously change perspective, and evaluate ideas and situations in new ways
3. Communicate concepts or ideas through application of design processes to 2-dimensional forms	3.1. Investigate and reflect on how a particular concept or idea might be communicated in a 2-dimensional form 3.2. Select materials, tools and equipment relevant to the realisation of the concept or idea 3.3. Apply a creative design process to produce a range of 2-dimensional concept realisations 3.4. Reflect on own application of design process and success in communicating the concept or idea 3.5. Seek and obtain feedback from others about the 2-dimensional form and its success in communicating the concept or idea 3.6. Present and store concept realisations or samples in a format which takes account of the need for professional presentation and potential value for future work

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to explain ideas and to have discussions about design concepts with others literacy skills to read and interpret information about 2-dimensional design visual literacy skills to make judgements about the application of the design process to 2-dimensional forms.
Required knowledge
copyright, moral rights, intellectual property issues and legislation, and their impact on aspects of design creative thinking techniques that can be used as part of the design process elements and principles of design as applied to 2-dimensional forms materials, tools and equipment required for the design of 2-dimensional forms in the relevant work context notion of individual interpretation and choice within the design process particular challenges and issues in the design of 2-dimensional forms.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: production of a range of samples or concept realisations which show the creative application of processes to 2-dimensional forms knowledge of the design process as it applies to 2-dimensional work.
Context of and specific resources for assessment	Assessment must ensure: access to the materials resources and equipment needed to apply design processes to 2-dimensional forms.
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 evaluation of samples or concept realisations produced by the candidate and interrogation of the creative process used oral or written questioning to assess knowledge of 2-dimensional design.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of information may include:	anecdotal sources, personal observation art and design work books and magazines natural and manufactured forms, objects and/or structures optics, including single and multiple vanishing points scientific texts web-based resources
Creative thinking techniques may include:	brainstorming: bulletin board buzz session computer-aided sequencing stop and go daydreaming and mental wandering Edward de Bono's six thinking hats ego alter or heroes graphic organisers: concept fans visual maps webbing lateral thinking games making associations mind mapping morphological analysis storytelling sub-culture surfing trigger words use of metaphors and analogies vision circles visualisation wishful thinking word salads
Experimentation may involve consideration of:	contrast direction exploring tonal range to produce illusion of 3-dimensionality harmony linear perspective mark making modelling volume through marks and tone pattern positive and negative shape proportion rhythm shape size texture tone
Concept or idea to be communicated may relate to a range of activities such as:	advertising and promotion artistic works exhibitions or events fashion designs interactive digital media products interior designs sign making
Materials, tools and equipment may include:	cardboard air brushes cutting blades digital equipment found materials glue inks and washes markers measuring tools pencils pens and nibs range of brushes range of papers receptacles relevant and current software rulers scissors spatulas sponges spray guns
Concept realisations or samples may be:	digital output drawn, painted, printed, collaged photographs

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES303A Explore and apply the creative design process to 3D forms

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to explore and creatively apply the design process to the development of 3 dimensional (3D) forms. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who apply the creative design process to the development of 3-dimensional forms. The unit underpins many other specialised design units.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Source information on 3-dimensional design	1.1. Identify and access relevant sources of information on 3-dimensional design 1.2. Evaluate and collate information to build a knowledge of 3-dimensional design
2. Explore the creative design process for 3-dimensional forms	2.1. Use creative thinking techniques to generate a range of ideas and options 2.2. Use experimentation to explore and challenge a range of different ideas 2.3. Challenge assumptions, reflect on ideas and refine approaches 2.4. Consciously change perspective, and evaluate ideas and situations in new ways
3. Communicate concepts or ideas through application of design processes to 3-dimensional forms	3.1. Investigate and reflect on how a particular concept or idea might be communicated in a 3-dimensional form 3.2. Select materials, tools and equipment relevant to the realisation of the concept or idea 3.3. Apply a creative design process to produce a range of 3-dimensional concept realisations 3.4. Reflect on own application of design process and success in communicating the concept or idea 3.5. Seek and obtain feedback from others about the 3-dimensional form and its success in communicating the concept or idea 3.6. Present and store concept realisations or samples in a format which takes account of the need for professional presentation and potential value for future work

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to explain ideas and to have discussions about design concepts with others literacy skills sufficient to read and interpret information about 3-dimensional design visual literacy skills to make judgements about the application of the design process to 3-dimensional forms.
Required knowledge
copyright, moral rights, intellectual property issues and legislation, and their impact on aspects of design creative thinking techniques that can be used as part of the design process elements and principles of design as applied to 3-dimensional forms materials, tools and equipment required for the design of 3-dimensional forms in the relevant work context notion of individual interpretation and choice within the design process particular challenges and issues in the design of 3-dimensional forms relationships between form and space.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: production of a range of samples or concept realisations which show the creative application of the processes to 3-dimensional forms knowledge of the design process as it applies to 3-dimensional work.
Context of and specific resources for assessment	Assessment must ensure: access to the materials resources and equipment needed to apply design processes to 3-dimensional forms.
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 evaluation of samples or concept realisations produced by the candidate and interrogation of the creative process used oral or written questioning to assess knowledge of 3-dimensional design.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of information may include:	anecdotal sources, personal observation art and design work books and magazines natural and manufactured forms, objects and/or structures optics, including single and multiple vanishing points scientific texts web-based resources
Creative thinking techniques may include:	brainstorming: bulletin board buzz session computer-aided sequencing stop and go daydreaming and mental wandering Edward de Bono's six thinking hats ego alter or heroes graphic organisers: concept fans visual maps webbing lateral thinking games making associations mind mapping morphological analysis storytelling sub-culture surfing trigger words use of metaphors and analogies vision circles visualisation wishful thinking word salads
Experimentation may involve consideration of:	bending binding cutting folding mass moulding and modelling pasting and taping positive and negative forms proportion relationships of form to form and form to space rhythm shape size stitching stretching symmetry, asymmetry, balance tone twisting
Concept or idea to be communicated may relate to a range of activities such as:	advertising and promotion artistic works exhibitions or events fashion designs interactive digital media products interior designs sign making
Materials, tools and equipment may include:	brushes buckets and containers clamps clays and other plastic compounds (plasticene, plaster) cutting tools (scissors, knives blades) drill fibres, tape, string foamcore, polystyrene found materials glue hammer measuring tools nails, screws, wire papers, cardboard and paper pulp pliers recycled materials relevant and current hardware and software saw shaping tools (surform blades, planers, modelling and carving tools) wood, metal, fabric, plastic
Concept realisations or samples may be:	digital output fabricated and constructed works models prototypes

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES304A Source and apply design industry knowledge

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to source, apply and update a general knowledge of the design industry. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who need to source and apply knowledge on the design industry to support professional design practice. The unit acknowledges the concept of a design industry and design as a discrete profession. BSBDES202A Evaluate the nature of design in a specific industry context is more appropriate for those involved in design related activity as part of a broader job role. Design is a practice based on problem solving, aesthetics, materials and processes. It refers to professional design of work involving two dimensions and forms in space which respond to a brief, and may relate to the design of digital media, graphics, illustrative work, industrial designs, events/exhibits, fashion, jewellery, fashion accessories, furniture, furnishing, interior or urban design.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Source and apply information on the structure and operation of the design industry	1.1. Identify and access information on the design industry and professional design practice 1.2. Use and analyse knowledge of the design industry appropriately, to inform own design practice and work
2. Source and apply knowledge on employment obligations and opportunities that impact on designers	2.1. Obtain information on employment obligations and opportunities in the design industry 2.2. Apply knowledge of employment obligations and opportunities appropriately, within day-to-day work activities
3. Seek information on new design technology	3.1. Correctly identify sources of information on new technology affecting different areas of design practice 3.2. Investigate relevant technologies to assist effective work performance
4. Update industry knowledge	4.1. Identify and use a range of opportunities to update knowledge of the design industry and monitor current issues of concern to the industry 4.2. Share updated knowledge with colleagues and peer group as appropriate, and incorporate into day-to-day work activities
5. Apply information on ethical and legal work practices	5.1. Source information on ethical and legal work practices in the context of design 5.2. Share updated knowledge on ethical and legal work practice in day-to-day work activities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to share industry information in day-to-day activities learning and self-management skills to take responsibility for ongoing learning and development research and literacy skills to source and interpret industry information.
Required knowledge
concept of a design industry, what it means, the typical questions and issues about whether a design industry exists, and how a design industry relates to other industries copyright, moral rights and intellectual property issues and legislation, and their impact on the design industry current and emerging technologies used within the design industry design industry including different sectors and their interrelationships, plus the historical development of the industry etiquette and ethics as they apply to key design disciplines within the industry global nature of design activity impact of convergence in the design industry key design disciplines, how they interrelate and key roles and responsibilities key design industry terminology nature, role and functions of unions and employer associations, including rights and responsibilities of employers and employees obligations of employees, including attendance, ethical behaviour, taking directions, confidentiality, work performance, safety and care obligations of employers, including safe system of work and non-discrimination sources of information on the design industry and ways of maintaining current industry knowledge.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of the design industry, design as a profession and the relationship between design and other industries application of industry knowledge to work activities, maximising effective performance knowledge of ways to maintain currency in design industry trends and practice.
Context of and specific resources for assessment	Assessment must ensure: access to sources of information on the design industry.
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 oral or written questioning to assess knowledge of different aspects of the design industry.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Information on the design industry should relate to:	different sectors, and products and services available economic and social significance of the industry industry structure prominent design practitioners, companies and practices relationship between design and allied industries such as: film, television, radio, digital media journalism manufacturing music photoimaging retail scientific/medical sport tourism visual arts and craft
Employment obligations and opportunities may relate to:	best practice models career opportunities professional associations roles, responsibilities and employment rights of contracted workers unions and employer bodies
Information on new technology may relate to:	advances in technology and equipment likely effects of new technology on current work practices and the structure of the industry sources of technical advice and support ways of upgrading skills to allow for the use of new technology
Opportunities to update knowledge of the design industry may relate to:	conferences, symposiums, workshops, master classes discussions with industry practitioners and colleagues exhibitions/events expositions industry associations and organisations industry functions industry journals internet media personal observations and experience policy and procedures manuals reference manuals seminars and other professional development opportunities unions and other sources of industrial relations information
Issues of concern to the industry may be related to:	changing nature of the marketplace convergence government initiatives industry expansion labour issues
Information on ethical and legal work practices may relate to:	contracts copyright, moral rights and intellectual property issues legal requirements permits

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES305A Source and apply information on the history and theory of design

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to source information on design history and theory, and to apply that information to one's own area of work. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work in design and need to develop and maintain a general knowledge of design history and theory. More complex research into design theory and design trends is covered by BSBDES602A Research global design trends and BSBDES701A Research and apply design theory.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect information on history and theory of design	1.1. Identify and access relevant sources of information on design history and theory 1.2. Organise research material and findings for current or future use in design practice, in a manner which facilitates easy access and cross-referencing
2. Apply information to own area of work	2.1. Evaluate information in the context of current design practice 2.2. Assess ways in which aspects of information on design history and theory could be used or adapted to inform current practice 2.3. Use relevant information in a culturally appropriate way to develop an understanding of own area of work
3. Update and maintain knowledge of design trends	3.1. Identify and use opportunities to update and expand knowledge of design trends and developments 3.2. Incorporate and integrate knowledge into design activities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
The following skills must be assessed as part of this unit: research and comprehension skills to source, understand and apply information on design history and theory research skills to source readily available information on design history and theory.
Required knowledge
copyright, moral rights, intellectual property issues and legislation as it relates to using information in own work current trends in design evolution of design organisational information practices and their application sources of information on design history and theory relevant to own design work.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of the history and theory of design and how this may be applied in design practice application of research and evaluation skills.
Context of and specific resources for assessment	Assessment must ensure: access to information sources on design history and theory.
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 evaluation of how history and theory have been integrated into a design project undertaken by the candidate evaluation of a presentation made by the candidate about how design history or theory has influenced work oral or written questioning to assess knowledge of design history, trends and theory.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of information may include:	cultural, historical, scientific texts film, video, internet images, objects journal articles oral histories performances/presentations philosophical texts religious and spiritual texts stories technical or medium specific information
Information may relate to:	aesthetics criticism cultural issues gender and identity issues histories of art, craft and design histories of performances/presentations and related skills land and place new technologies politics spiritual concerns world histories
Organising research material may include:	databases diagrams, charts digital storage systems files, scrapbooks, diaries mind maps sketches
Evaluating information may include:	comparing considering merit contrasting critiquing discussing and debating reflecting

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES401A Generate design solutions

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to generate design solutions in response to a particular design need. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who generate concepts and solutions in response to a design challenge in any industry context. The starting point may be an open or closed brief; a spontaneous idea; modification of an existing product, service, process or system; or a point in an ongoing design process. This unit builds on BSBDES201A Follow a design process, and places greater focus on research, concept generation and collaboration with others as key aspects of the design process.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define the design challenge	1.1. Determine and evaluate user/client needs 1.2. Clarify specifications, parameters and constraints of the design challenge in consultation with relevant stakeholders 1.3. Articulate the essence of the design challenge in an appropriate format
2. Undertake research to inform the design solution	2.1. Source, evaluate and acknowledge information that may assist in responding to the design challenge 2.2. Consider historical, current and future perspectives and trends that might inform design solutions 2.3. Consider relevant social, economic, environmental, ethical and cultural issues that may impact on design solutions 2.4. Analyse, distil and collate information to inform the development of the design solution
3. Communicate and collaborate with others	3.1. Establish and develop working relationships with key stakeholders 3.2. Seek and integrate input and ideas from others during the design process 3.3. Inform key stakeholders about progress of the design and related implications 3.4. Negotiate and agree on any changed requirements or modifications
4. Generate ideas and responses to the design challenge	4.1. Reflect on and integrate ideas generated from research and consultation 4.2. Use a range of creative thinking techniques to generate different options and ideas 4.3. Apply relevant principles of functionality, ergonomics, aesthetics and sustainability to the development of different options
5. Select a design solution	5.1. Develop and use a range of criteria against which to evaluate different options and ideas 5.2. Select a preferred solution against agreed criteria and in consultation with relevant key stakeholders 5.3. Adjust and refine proposed design solution based on research, testing and reflection 5.4. Present proposed design solution with appropriate supporting documentation according to project requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to liaise, consult and negotiate with others on potentially complex issues creative, critical thinking and problem-solving skills to generate a range of ideas and solutions to a particular design challenge research skills to interpret and develop a wide range of visual and written information sources planning and organisational skills to collate information, and to coordinate liaison and consultation with others during the design process.
Required knowledge
copyright, moral rights and intellectual property issues and legislation that impact on design in the relevant context elements and principles of design and their application in the relevant design context features of the wider industry, economic, social and historical context in which design solutions are being generated other designs and the work of other design practitioners in the relevant context sources of information that support the development of technical and other knowledge technical knowledge of the area for which design solutions are being generated - in terms of materials, tools, equipment, techniques and industry processes and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a design solution through research, reflection and the generation and refinement of ideas effective collaboration with others in the design process knowledge of design trends and technologies in the relevant industry context.
Context of and specific resources for assessment	Assessment must ensure: interaction with others to reflect the collaborative nature of the design process access to sources of information on design in the relevant industry context.
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 evaluation of a design solution generated by the candidate against an original brief, set of criteria or guiding objectives evaluation of the process used to reach a design solution in terms of research and ideas generation/refinement oral or written questioning to assess knowledge of technical and context issues that impact on design in a given industry context.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. Combined assessment with the following unit is appropriate: BSBCRT301A Develop and extend critical and creative thinking skills.

Range Statement

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.
User/client needs may be:	expressed in a brief: diagrammatic verbal visual written expressed in other documentation such as research papers or workplace plans informally articulated in need of further research
Specifications, parameters and constraints may relate to:	audience budgeting and financing cost of production medium purpose technical issues timeframes
Appropriate format may include:	drawings or sketches - manual or computer aided design and drafting (CADD) electronic presentation verbal presentation written notes with rationale or description
Information may include:	codes of practice contractual obligations historical data industry standards legal requirements specialist information technological trends and developments
Historical, current and future perspectives and trends may relate to:	industry context materials social or ethical issues sustainability technologies
Social, economic, ethical and cultural issues may include:	availability of materials, tools or equipment budgetary issues community impact cost of production customer relationships government policies sponsorship opportunities triple bottom line (people, planet, profit) workforce relationships
Environmental issues may include:	conservation of resources energy efficiency environmental consciousness/green design recycling use of renewable resources waste/by products/emissions
Key stakeholders may include:	client employer end user peers supervisor technical experts work colleagues
Creative thinking techniques may include:	brainstorming: bulletin board buzz session computer-aided sequencing stop and go daydreaming and mental wandering Edward de Bono's six thinking hats ego alter or heroes graphic organisers: concept fans visual maps webbing lateral thinking games making associations mind mapping morphological analysis storytelling sub-culture surfing trigger words use of metaphors and analogies vision circles visualisation wishful thinking word salads
Functionality, ergonomics, aesthetics and sustainability may be related to:	end use and users production processes
Criteria against which to evaluate different options and ideas may relate to:	access to resources - physical, human or financial aesthetic appeal consistency with original brief desired level of originality and innovation ease of manufacture or further development environmental sustainability ethical issues health and safety requirements impact upon client and community industry standards and practice legal issues level of risk personal affinity with medium and materials technological considerations
Supporting documentation may include:	drawings or plans illustrations material samples models photographs specifications for production

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES402A Interpret and respond to a design brief

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to interpret and creatively respond to a design brief through the production of work. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in any industry or design context where work is prescribed by a commissioning agent/client in the form of a brief. The unit is holistic in nature and focuses on the integration of the creative, communication and planning processes that support effective response to a design brief. In practice, this unit supports and is supported by other units describing the specialist skills and knowledge required by specific design disciplines. Work is carried out independently, although guidance would be available if required. Skills involving the more complex process of negotiating and refining a design brief, or managing the production process are found in BSBDES502A Establish, negotiate and refine a design brief and BSBDES601A Manage design realisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Interpret design brief	1.1. Correctly interpret the specifications of the design brief 1.2. Establish and clarify user or client for the proposed product/service to inform design decisions 1.3. Identify and clarify specifications, parameters or constraints of the design brief in consultation with relevant colleagues 1.4. Source and evaluate information pertinent to design brief
2. Explore and develop design concept	2.1. Generate ideas for design concept through research, exploration and experimentation 2.2. Develop initial design concept consistent with design brief parameters 2.3. Evaluate and explore options for refining the concept to best meet design brief parameters 2.4. Refine options and select the approach which best meets design brief requirements
3. Liaise with client	3.1. Agree on communication process and frequency of communication with the client 3.2. Present concepts for work at appropriate stages during design process as required 3.3. Present and explore different options and creative ideas with client when appropriate 3.4. Pro-actively seek and act on client feedback 3.5. Reach agreement on concept for work which complies with design brief
4. Plan production of work	4.1. Assess specific design production risks 4.2. Identify all components required to produce a prototype 4.3. Assess technical requirements for production against specified guidelines 4.4. Identify and consult with support services required for production 4.5. Produce a prototype and evaluate against design brief requirements 4.6. Analyse prototype and determine any further adjustments to production requirements 4.7. Finalise production specifications supported by accurate and complete documentation
5. Complete production of work	5.1. Collect and/or organise required components for the work 5.2. Produce or monitor the production of work ensuring all parameters of design brief are met 5.3. Accurately document work progress in a format appropriate to the nature of the design and requirements of design brief 5.4. Seek client approval for work where appropriate

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to liaise with clients and colleagues on design concepts, and to effectively present potentially complex ideas creative thinking skills to generate and explore a range of possible responses to design brief requirements critical thinking and problem-solving skills to work out different ways of meeting different design and production challenges Research, literacy and analytical skills to interpret a brief and to source and evaluate information pertinent to the brief planning and organisational skills to integrate and coordinate creative, communication and planning issues into the work process self-management skills to take pro-active responsibility for all the elements involved in responding to a design brief.
Required knowledge
copyright, moral rights and intellectual property issues and legislation relevant to the ways design concepts are developed and presented different ways of presenting, communicating and documenting design concepts (as relevant to the context of work) format of design brief typically used in the relevant industry or design context principles and key features of project management relevant to a design project specific project management factors that apply to a design project terminology typically used in a range of design briefs.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: effective response to the requirements of at least two design briefs, including interpretation, concept development, communication and production planning knowledge of copyright, moral rights and intellectual property issues and legislation relevant to the ways design concepts are developed and presented.
Context of and specific resources for assessment	Assessment must ensure: access to the materials resources and equipment needed to interpret design brief, source information pertinent to design brief and to respond to design brief within its parameters interaction with others to reflect the communication and collaboration aspects of this unit.
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 evaluation of design documentation and completed work undertaken by the candidate oral or written questioning to assess knowledge of typical parameters and constraints for work in a given context, including practical production issues evaluation of presentation made by the candidate to present concepts and to articulate the creative and other processes that lead to the development of final design concept.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Specifications may refer to:	budget location materials media quantity scope of work site size target group timeframes
Design brief may be:	written diagrammatic visual verbal
Parameters or constraints may refer to:	budgeting and financing arrangements cost of production legislative and regulatory requirements outlets number of items purpose of item timeframes
Information pertinent to design brief may be about:	current trends in the application of materials, techniques, tools and equipment design standards health and safety industry standards legal, contractual, ethical and copyright considerations material characteristics and capabilities new technology and innovation stylistic considerations
Concepts for work would usually be in written format and may include:	computer generated text or diagrams, for example MS Word PowerPoint presentation diagrams drawings photographs or digital images text video
Agreement on the concept may involve:	development of an artist statement discussion with client discussion with other specialists (e.g. technical or production) formal contract for the work negotiation
Support services may involve:	agencies digital services engineers fabricators, for example for models, props, sets hire studios and/or equipment other specialists, for example make-up, stylists production facilities work assistants
Documentation may include:	charts/diagrams CD data sheets with notes drawings/sketches illustrations material samples photographs or digital images slides specifications for fabricators storyboard and text video or DVD written rational or description

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES403A Develop and extend design skills and practice

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and extend skills as a practising designer. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to any individual who works as a designer in any industry context. Designers may work independently or be employed by an organisation. Designers must continually refine, develop and evaluate their own conceptual and technical skills. Research, experimentation and collaboration are key factors in this process.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Acquire and develop technical skills	1.1. Plan strategies to ensure the development of appropriate technical skills in design practice 1.2. Plan and use opportunities to develop and assess technical skills 1.3. Identify and use practice, feedback, discussion and evaluation opportunities to continuously improve technical skills 1.4. Develop and extend technical skills through testing capabilities of materials, tools and equipment 1.5. Identify and use relevant media to stimulate technical and professional development
2. Develop conceptual skills and ideas	2.1. Engage in ongoing experimentation and exploration of different ideas and techniques 2.2. Discuss ideas with others and apply knowledge gained to inform own work 2.3. Use work practice to gain experience in a range of genres and interpretations 2.4. Study the work of others to stimulate conceptual and technical skills development 2.5. Research and share ideas across a range of design disciplines 2.6. Identify and use a range of opportunities to develop own skills and keep informed about current design practice
3. Develop own voice	3.1. Explore and experiment with new ideas in making and/or interpreting design work 3.2. Explore and use technology, where appropriate, to develop own voice and expand practice 3.3. Demonstrate own voice through design project realisation
4. Evaluate own work	4.1. Seek and apply constructive criticism from others to improve own work 4.2. Evaluate own work against planned strategy for own practice 4.3. Evaluate own work in the context of work by others in order to extend own practice 4.4. Adjust work processes and practice as necessary to improve technical, conceptual and commercial outcomes
5. Research work opportunities	5.1. Correctly identify sources of information relating to work opportunities for designers 5.2. Identify networks and promotional opportunities for designers which may be helpful in developing career opportunities 5.3. Incorporate research results and information into own work and career planning

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to discuss potentially complex ideas and concepts with others and to engage in critical discourse about own work creative thinking skills to explore and generate new ideas for design work comprehension skills to interpret and communicate a wide range of potentially complex information about design concepts and technologies problem-solving skills to explore and develop strategies and solutions to new design challenges and opportunities self-management skills to take pro-active responsibility for own professional development.
Required knowledge
current and emerging copyright, moral rights and intellectual property issues and legislation, and their impact on designers current and emerging designers in the relevant design discipline current and emerging trends and technologies in the relevant design discipline, and the opportunities and challenges they represent professional development information and resources available to designers sources of information relating to work opportunities and career planning.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of own voice through exploring and experimenting with new ideas in making and/or interpreting work application of planned strategies to develop appropriate skills in design practice use of discussion and evaluation opportunities to inform and develop technical and conceptual skills.
Context of and specific resources for assessment	Assessment must ensure: access to the materials, resources and equipment used in the development of technical and conceptual skills in the relevant design context.
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 evaluation of candidate diary or log detailing the ways in which different experiences and opportunities have been used to develop and extend skills evaluation of bodies of work that demonstrate the progressive development of skills evaluation of a presentation by the candidate addressing the ways in which a pro-active approach to skills development has been taken.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Strategies for developing self as a designer may include:	being involved in a range of relevant design activities communicating with peers experimenting participating in professional development and other learning opportunities participating in relevant groups or associations practising undertaking training courses working effectively with supervisor working with a mentor or coach
Technical skills may include skills in:	animation digital/electronic design entertainment design fashion/clothing/accessories design furnishings furniture design graphic design illustration/technical drawing interior design jewellery design object design photoimaging tableware design other design disciplines
Testing capabilities refers to:	experimenting with innovative applications extending the possibilities of materials, tools and equipment towards their full potential
Relevant media may include:	catalogues journals magazines
Opportunities to develop own skills may include participation in and/or attendance at, some of the following:	competitions exhibitions floor talks at galleries laboratories lectures, seminars, conferences, symposiums manufacturing sites master classes professional organisations trade fairs, expositions
Developing own voice includes:	analysing and researching the work of others relevant to selected area of specialisation analysing conventions, practices and customs in design practice developing repertoire and knowledge exploring elements and principles of design
Sources of information may include:	design journals employer listings exhibition catalogues and programs job advertisements websites word of mouth
Networks may include:	alumni organisations colleagues and teachers consumer organisations professional associations
Promotional opportunities may include:	applications to funding bodies competitions demonstrations exhibitions performances trade fairs

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES501A Implement design solutions

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to take a design concept or solution to the implementation stage. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who implement concepts and solutions in response to a design challenge in any industry context. It takes BSBDES401A Generate design solutions, to the next stage focusing on the resourcing and testing of a design concept. The outcome of work could be a completed product, object, system or service, but is more likely to be a complete or partial prototype or model for the design. The focus of the unit is on a general knowledge of design techniques and processes, and practical application to a specific design context.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Organise resources for realising the design solution	1.1. Confirm the nature and scope of the proposed design solution 1.2. Research resources required for developing the design concept to implementation stage 1.3. Investigate different factors that impact on the selection and use of resources 1.4. Select and prepare resources based on research and other legislative or organisational requirements
2. Test the design solution	2.1. Experiment with a range of different techniques and processes to test the design solution 2.2. Evaluate, challenge and refine testing processes 2.3. Gain input and feedback from key stakeholders during the testing process 2.4. Accurately document outcomes of testing 2.5. Select final design solution based on outcomes of testing and input from others
3. Develop the prototype or model	3.1. Create prototype or model based on agreed approaches 3.2. Where appropriate, select and organise materials, tools and equipment according to chosen design solution 3.3. Expose model or prototype to quality checks and ongoing analysis, enhancement and refinement 3.4. Compare completed prototype or model against identified needs and other considerations and make adjustments as required
4. Present the prototype or model	4.1. Identify key stakeholders to whom design should be presented 4.2. Select appropriate format for presentation based on nature of the audience and design 4.3. Present prototype or model in a way that optimises clarity, conciseness and appeal

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to consult with others on testing and refinement of the design solution creative thinking skills to develop and adapt responses to experimentation and testing processes literacy skills to interpret and develop a wide range of visual and written information sources planning and organisational skills to organise resources and to coordinate a testing process, including liaison and consultation with others during the design process problem-solving skills to respond to unpredictable issues and challenges that arise during the testing process.
Required knowledge
copyright, moral rights and intellectual property issues and legislation that impact on design in the relevant context elements and principles of design and their application in the relevant design context features of the wider industry, economic, social and historical context for the design solution other designs and the work of other design practitioners in the relevant context sources of information that support the development of technical and other knowledge technical knowledge of the area for which design solutions are being implemented - in terms of relevant resources, materials, tools, equipment, techniques and industry processes and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: critical analysis, testing and development of a model, prototype or aspect of a design solution to meet an identified need knowledge of design trends and technologies in the relevant industry context.
Context of and specific resources for assessment	Assessment must ensure: interaction with others to reflect the collaborative nature of the design process access to resources required to test a design solution in a given industry context (e.g. finance, materials, tools, equipment, expertise).
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 evaluation of a design solution implemented by the candidate against an original brief, set of criteria or guiding objectives evaluation of the processes used to test and refine the solution oral or written questioning to assess knowledge of technical and context issues that impact on design in a given industry context.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. Combined assessment with the following unit is appropriate: BSBDES401A Generate design solutions.

Range Statement

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.
Resources will depend on the nature of the design, but may be:	financial: budget allocation grants in kind contributions sponsorship human expertise: creative financial management technical physical: hardware or software materials tools workspaces
Implementation stage could be the point at which:	marketing can commence production can commence production is confirmed staff can be employed
Factors that impact on the selection and use of resources may relate to:	environmental considerations industry context social or ethical issues sustainability technologies
Legislative or organisational requirements may relate to:	commonwealth or state/territory legislation licensing requirements local regulations and standards policies or procedures
Techniques and processes to test the design solution will depend on the nature of the design, and may include:	colour tests mock ups models practice pieces samples scenario testing stress tests
Key stakeholders may include:	client employer end user peers supervisor technical experts work colleagues
Identified needs and other considerations may relate to:	access to and availability of resources aesthetic considerations budgetary constraints ease of manufacture opportunities for innovation specifications of a brief wider industry trends
Appropriate format may include:	drawings or sketches - manual or computer aided design and drafting (CADD) electronic presentation verbal presentation written notes with rationale or description

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES502A Establish, negotiate and refine a design brief

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work pro actively with a client or commissioning organisation to develop and negotiate a design brief. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in any industry or design context where the designer plays a key role in determining the scope and nature of work required. This unit builds on BSBDES402A Interpret and respond to a design brief, which focuses on working with an established brief. Establishment, negotiation and refinement of a design brief requires the integration of highly developed creative thinking, communication and planning skills in a process that may not be linear. Adaptability and effective response to change and new ideas is crucial. In practice, this unit supports and is supported by other units describing the specialist skills and knowledge required by specific design disciplines.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish design requirements	1.1. Identify and make appropriate contact with relevant stakeholders for the design project, in addition to the client 1.2. Identify and source information and references relevant to the design project 1.3. Undertake critical analysis of sources and extract key information to inform the design project 1.4. Liaise with client and other key stakeholders to determine overall objectives and parameters for the design project 1.5. Pro-actively seek, review and act upon information needed to inform constructive communication with client 1.6. Build trust and respect between self and client through effective use of communication skills and demonstration of professional integrity
2. Develop and refine design brief	2.1. Develop concepts and ideas for inclusion in design brief that take account of overall objectives and parameters 2.2. Undertake own analysis of concept and challenge ideas and approaches taken to ensure responsiveness to project needs 2.3. Present ideas in an appropriate format/medium and seek feedback from key stakeholders 2.4. Use effective communication techniques to generate discussion, debate and critical analysis 2.5. Re-evaluate and refine options based on own analysis and discourse with others 2.6. Establish and agree on final nature and scope of design brief with client and accurately document details
3. Negotiate terms and conditions	3.1. Negotiate and agree terms and conditions of the brief in accordance with relevant organisational and professional standards 3.2. Clarify, agree and document roles and responsibilities of those involved in the project 3.3. Confirm agreements in writing in accordance with organisational requirements 3.4. Identify the need for and seek specialist advice in developing, formal agreements or contracts where appropriate

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, presentation and negotiation skills to work with clients to establish and refine design briefs creative thinking skills to generate and develop concepts and ideas for the design brief, including responses to situations where parameters may be quite broad and open or very restrictive literacy skills to research and evaluate a wide range of source materials for the development of ideas and concepts numeracy skills to develop realistic costings for realisation of design concept planning and organisational skills to guide and coordinate the process of negotiating and finalising a design brief problem-solving skills to pro-actively identify and develop effective solutions to complex challenges of a varied and unpredictable nature self-management skills to take responsibility for driving and guiding the brief negotiation process.
Required knowledge
copyright, moral rights and intellectual property issues and legislation that impact on design in the relevant work context legal issues that affect negotiations and contracts in the relevant work context scope, nature and potential variations within design briefs relevant to a specific context sources of information that inform the development of design concepts within a specific industry context.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: practical demonstration of skills through the development and finalisation of at least two design briefs for a specific industry purpose effective collaboration and communication skills to work with others to develop and refine a design brief knowledge of the design process within the specific industry context/design discipline.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate equipment and media to communicate and present ideas and concepts access to sources of information relevant to the industry context interaction with and involvement of others to reflect the collaborative nature of the work, and the communication and negotiation skills required.
Method of assessment	A range of assessment methods should be used t 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 evaluation of a design brief in which the candidate has played a significant development role evaluation of reports prepared by the candidate detailing the processes undertaken for establishing and refining the design brief, including challenges faced and lessons learned for the future observation of discussions and negotiations with client and other stakeholders oral or written questioning to assess knowledge of the process and issues surrounding legislation, industry context, sources of information evaluation of candidate response to different scenarios to assess ability to adapt approach to different client requirements and contexts.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: any specialised design unit.

Range Statement

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.
Relevant stakeholders in addition to the client may include:	authorities such as local council for outdoor event design creative specialists other designers others involved in the project production teams technical specialists venue managers
Information and references relevant to the design project may include:	environment financial information legislative and regulatory requirements music and/or film/video oral history organisational information photographs and other artworks project team members promotional material technical reports/data texts and other written references work of other designers/artists
Critical analysis may involve:	considering how ideas may be adapted considering how ideas may be challenged drawing links between references and potential designs evaluating work of other designers making judgements about potential ideas in relation to the budget and available resources making judgements about relevance of information and ideas
Overall objectives and parameters may relate to:	audience availability of materials, tools, equipment and human resources budget constraints conflicting competing demands environmental sustainability organisational vision presentation venue/context sponsorship timeframe triple bottom line (people, planet, profit)
Appropriate format/medium for presentation of ideas may include:	checklists digital presentation drawings electronic presentations graphic formats models paintings photographs plans prototypes verbal description/oral presentation video visual diagrams
Terms and conditions may relate to:	conceptual parameters contracts deliverables legal and financial issues such as processes to be used ownership and copyright reporting technical requirements time lines
Organisational and professional standards may include:	industry-accepted fee schedules industry standards for written agreements requirements for written agreements
Organisational requirements for confirming agreements may include:	approval and ongoing communication processes

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES601A Manage design realisation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the process of taking a design from concept to final realisation or production. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in any industry context or design discipline who take responsibility for turning design concept into reality - a product or service of value to the end user. This person could be an individual designer-maker or a designer working as part of a larger design/production team. The unit has a strong focus on planning, implementation and monitoring skills, combined with a sound knowledge of design and production issues and challenges in a given context. In practice this unit supports and is supported by other units describing the specialist skills and knowledge required by specific design disciplines.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan realisation of the design	1.1. Collect, analyse and maintain relevant information on the design 1.2. Discuss and agree on standards of work and monitoring requirements with appropriate stakeholders 1.3. Develop clear plan and schedule for design realisation, including key roles and responsibilities linked to time lines and budget
2. Implement and monitor realisation of the design	2.1. Organise and/or allocate resources to achieve the realisation of design within required standards, timeframes and budget 2.2. Liaise with others involved in design realisation to ensure obligations and quality standards are met within time, budget and technical resources 2.3. Maintain accurate, relevant and complete documentation in accordance with agreed standards 2.4. Monitor process to ensure integrity of design is maintained at all times, including through the process of challenging and interrogating own design work 2.5. Promptly identify difficulties or problems that arise in relation to realisation of the design and take action to rectify the situation
3. Liaise and negotiate with stakeholders	3.1. Establish and maintain appropriate communication channels with relevant stakeholders 3.2. Pro-actively seek and provide information to facilitate effective design realisation 3.3. Adhere to agreed terms and conditions or negotiate appropriate changes in light of changed circumstances 3.4. Negotiate and agree on revisions with relevant parties in a professional manner, to enhance quality of outcome
4. Complete design process	4.1. Finalise design outcomes in accordance with terms and conditions 4.2. Seek feedback from key stakeholders on finished design and make final adjustments as agreed 4.3. Evaluate completed design in relation to own work and overall process, to inform future practice

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills to lead and participate in effective client/principal, stakeholder and project team liaison during design realisation creative thinking skills to generate new or adapted ideas in response to realisation challenges literacy skills to research and evaluate a wide range of source materials on design and to complete relevant design documentation numeracy skills to manage budgets planning and organisational skills to coordinate and lead potentially complex processes involving a range of interrelated factors and challenges problem-solving and decision making skills to develop and implement solutions to unpredictable problems.
Required knowledge
copyright, moral rights, intellectual property issues and legislation that impact on design work in the relevant industry context at a managerial level occupational health and safety requirements relevant to the particular work context/design discipline production/realisation processes as they apply to designs in a particular industry context or design discipline including materials, tools, equipment and processes quality assurance for design concept realisation applicable to the specific industry context/design discipline.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: planning and implementation of design realisation so that finished product or service meets the requirements of design brief effective communication and negotiation skills in relation to working with others for design realisation knowledge of the design process in the specific industry context/design discipline.
Context of and specific resources for assessment	Assessment must ensure: access to resources, tools, materials and equipment for realisation of a design in specific context access to a design concept that the candidate can take to realisation stage interaction with and involvement of others to reflect the collaborative nature of the unit and the communication and negotiation skills required.
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 evaluation of finished products or services where the candidate has managed the realisation process evaluation of progress reports or completion reports prepared by the candidate evaluation of candidate reports on the realisation process highlighting different management techniques used, challenges in the process and how these were addressed.
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: any specialised design unit.

Range Statement

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.
Relevant information on the design may include:	artwork brief checklists financial data models production data prototypes specifications technical data visual diagrams working drawings
Standards of work and monitoring requirements may relate to:	budget targets creative issues legal issues reporting requirements technical quality timeframes
Appropriate stakeholders may include:	client community others on whom the design will impact, for example technical or production personnel others working on the design realisation process supervisor/manager
Resources may include:	financial human physical
Documentation to be maintained may include:	digital records and presentations financial reports models photographs progress reports prototypes records of work working drawings
Difficulties or problems may relate to:	budgetary overruns conceptual issues legal issues scheduling problems technical quality
Communication channels may include:	electronic updates inspections project meetings telephone discussions

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES602A Research global design trends

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to research and critically evaluate global design trends. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who need to maintain a current and comprehensive knowledge of global design trends to inform their own professional practice. Often the individual would be a designer, but the unit may also be relevant to those who work in related management, marketing and production areas. The unit focuses on research and analysis of information and ideas at a complex level, plus the evaluation and extension of one's own professional skills.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research design trends	1.1. Analyse and select formal and informal research strategies to source information on global design trends 1.2. Identify and explore new and alternative sources 1.3. Evaluate the credibility of information gathered and ensure research scope is sufficiently broad
2. Analyse design trends to inform own practice	2.1. Use information to challenge and extend own perspectives and ways of thinking 2.2. Examine and assess the implications and consequences of design trends on own work 2.3. Use critical analysis to identify creative or commercial opportunities presented by emerging trends and technologies 2.4. Develop systems to identify and respond to future opportunities
3. Develop and articulate positions and ideas	3.1. Develop substantiated positions and ideas in relation to global design trends 3.2. Generate informed discussion, debate and critical analysis with peers and colleagues 3.3. Use debate and feedback as a way of challenging and refining own positions
4. Extend own design skills	4.1. Pro-actively identify and use opportunities presented by research to extend own design skills 4.2. Re-evaluate and refine approaches to work in the context of current and emerging trends 4.3. Use practice, discussion and ongoing evaluation to continuously improve skills

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to articulate and debate conceptual or technical ideas critical thinking skills to distil and synthesise information from varied sources and to develop own positions and ideas on a complex range of issues literacy skills to research complex, varied and unfamiliar information sources planning and organisational skills to undertake the research process.
Required knowledge
broad global design trends that apply to all design disciplines business implications/consequences of adopting trends and emergent technologies copyright/moral/intellectual property issues associated with research and with design more broadly design industry networks and professional development opportunities - local, national and international research methodologies and options sources of information on global design, design trends and broader references that may inform emerging and innovative design practice specific current and emerging design technologies and trends (at a global level) in at least one area of design.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: conducting research on a complex range of design issues, trends and ideas analysing, critiquing and synthesising complex sources to develop own positions and ideas design research knowledge of copyright/moral/intellectual property issues associated with research and with design more broadly.
Context of and specific resources for assessment	Assessment must ensure: use of a current and varied range of familiar and unfamiliar information sources.
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 evaluation of research undertaken by the candidate in terms of scope, depth and the level of critical thinking applied direct observation of candidate debating issues arising from research into global design trends oral or written questioning to assess knowledge of global design trends in terms of depth and complexity.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Formal and informal research strategies may include:	formal study participating actively in relevant industry associations participating in, and contributing to, discussion through conferences, meetings, seminars, courses and journals participating in professional development and other learning opportunities reading current literature, including specialist journals and industry magazines web research
Information on global design trends may relate to:	best practice examples emerging and future technology history philosophy role of design in the broader social, economic and political environment sustainability
New and alternative sources may include:	inspirations from nature work from other areas of community or business activity for example: artists authors business people entertainers film makers historians philosophers photographers scientists
Critical analysis may include:	analysing and evaluating actions and policies clarifying issues, values and standards comparing analogous situations comparing and contrasting ideals with practice comparing and evaluating beliefs, interpretations and theories developing criteria for evaluation distinguishing relevant from irrelevant facts examining and evaluating assumptions exploring implications and consequences generating and assessing solutions making interdisciplinary connections making plausible inferences and predictions noting significant similarities and differences reading and listening critically
Substantiated positions and ideas may be those which are:	grounded in appropriate research result of rational and logical thought subjected to the analysis of others supported by relevant information

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDES701A Research and apply design theory

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to research and apply different theories of design. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who use sophisticated research and critical analysis skills in the exploration of design, design theory and its application to professional design practice. The scope of the research activity has both significant depth and breadth. A broader, more general approach to the history and theory of design is covered by BSBDES305A Source and apply information on the history and theory of design.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research design theory	1.1. Use a range of research techniques to source information about design theory 1.2. Identify and explore new, emerging and alternative sources of ideas and thinking about design 1.3. Expand own knowledge and understanding of design through review and critical analysis of information 1.4. Analyse, compare and contrast a range of theoretical perspectives and thinking on design
2. Apply theories of design to professional practice	2.1. Evaluate the relevance and application of different theories of design based on analysis of own professional and personal experience 2.2. Analyse the ways in which different aspects of history, theory and other influences are applied, adapted or challenged in practice 2.3. Assess the ways in which theories and thinking about design may be applied in ways that provide benefits to individuals, businesses and communities
3. Develop, articulate and debate own perspectives on theories of design	3.1. Take a critical approach to different theories and reflect on own ideas and responses 3.2. Develop own substantiated positions in response to research and analysis 3.3. Articulate own positions in a manner which demonstrates clarity of thought and conceptual understanding of different theories and thinking 3.4. Debate own positions on design showing belief in own and ideas and a willingness to remain open to new perspectives

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to articulate and debate complex concepts critical thinking skills to analyse complex information, and to develop and substantiate own positions and responses to theories and thinking around design literacy skills to research information dealing with complex concepts and theories self-management skills to develop and substantiate own views and ideas.
Required knowledge
different theories of design, including different historical perspectives and current and emerging thinking relationship between theories of design and design in practice (in a particular work or broader social context) relationships, similarities and differences at a conceptual and practical level between the concepts of design, innovation and creativity systemic impacts on design - social, economic, political and environmental.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: research into past, current and emerging theories of design development of substantiated positions on design and its application in response to own analysis and research knowledge of different theories and thinking on design and its application in different social and work contexts.
Context of and specific resources for assessment	Assessment must ensure: use of current and emerging sources of information and thinking on design.
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 evaluation of research undertaken by the candidate into design theory and its application evaluation of candidate's participation in discussion and debate on theories of design
Guidance information for assessment	The design process does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Research techniques may include:	desk research informal discussions internet interviews literature reviews
New, emerging and alternative sources of ideas and thinking may include:	current business theories government policy individual in any field of endeavour innovative organisations international trends
Critical analysis may involve:	adapting analysing and evaluating actions and policies challenging clarifying issues, values and standards comparing analogous situations comparing and contrasting ideals with practice comparing and evaluating beliefs, interpretations and theories developing criteria for evaluation distinguishing relevant from irrelevant facts examining and evaluating assumptions exploring implications and consequences generating and assessing solutions debating and discussing judging making interdisciplinary connections making plausible inferences and predictions noting significant similarities and differences questioning reading and listening critically reflecting
Theoretical perspectives and thinking may be:	economic environmental historical local, national and international political social/cultural
Own professional and personal experience may include:	evaluation of contexts in which creativity has flourished evaluation of different attitudes to design and the role of designers observations of the ways people interrelate with the design process, of the ways people use and adapt designs in daily life reflection on current political, social and cultural trends reflection on own experience with any type design process workplace experience
Benefits to individuals, businesses and communities may include:	better individual and business relationships capacity for innovation and invention greater social cohesion improved productivity and profit psychological wellbeing of individuals and communities
Substantiated positions may be positions which are:	grounded in appropriate research result of rational and logical thought subjected to the analysis of others supported by relevant information
Clarity of thought and conceptual understanding may be demonstrated by:	ability to exchange and debate ideas with others appropriate distillation of ideas to suit the required purpose audience understanding clear articulation of ideas

Unit Sector(s)

Unit sector

Competency field

Competency field	Design - Design Process

Co-requisite units

Co-requisite units

BSBDIV301A Work effectively with diversity

Modification History

Release	Comments
Release 2	New release of this unit with BSB07 Business Services Training Package version 8.0. Deletion of bullet point in 'Context of and specific resources for assessment'.
Release 1	Initial release.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of work.

Application of the Unit

This unit applies to individuals who work in a variety of contexts, where they will be expected to interact with a diverse client and/or co worker population.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Recognise individual differences and respond appropriately	1.1 Recognise and respect individual differences in colleagues, clients and customers 1.2 Respond to differences sensitively 1.3 Ensure behaviour is consistent with legislative requirements and enterprise guidelines 1.4 Accommodate diversity using appropriate verbal and nonverbal communication
2. Work effectively with individual differences	2.1 Recognise and document knowledge, skills and experience of others in relation to team objectives 2.2 Encourage colleagues to utilise and share their specific qualities, skills or backgrounds with other team members and clients in order to enhance work outcomes 2.3 Ensure relations with customers and clients demonstrate that diversity is valued by the business

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

problemsolving and initiative skills to recognise and address own responses to difference.

Required knowledge

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety

major groups in the community and work environment, as defined by cultural, religious and other traditions and practices

reasonable adjustments that facilitate participation by people with a disability

value of diversity to the economy and society in terms of workforce development, Australia’s place in the global economy, innovation and social justice.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: adjusting language and behaviour as required by interactions with diversity awareness of diversity issues knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment examples of diversity issues in the workplace examples of documents relating to diversity policies and procedures.
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate oral or written questioning to assess knowledge of sourcing support about workplace diversity review of documentation outlining the knowledge, skills and experience of others in relation to team objectives.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: workplace effectiveness units.

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.

Individual differences may include:	ability age belief systems/values culture expertise/experience/working styles gender interests interpersonal style language mental ability past experiences physical characteristics politics race religion sexual orientation thinking and learning styles.
Colleagues may include:	internal customers junior staff managers and supervisors peers stakeholders.
Legislative requirements may include:	disability discrimination legislation human rights and equal opportunity legislation racial and sex discrimination legislation.
Enterprise guidelines may include:	codes of conduct or ethics diversity policies human resources policies and procedures.

Unit Sector(s)

Not applicable

Competency field

Workforce Development – Diversity

Co-requisite units

Not applicable

BSBDIV501A Manage diversity in the workplace

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage diversity in the workplace. It covers implementing the organisation's policy on diversity, fostering diversity within the work team, and promoting the benefits of a diverse workplace. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a managerial role who direct the work of others. They may work in any industry context and with teams of variable sizes in the public or private sectors. The unit reinforces the value and benefits of diversity in the workplace. As such, it is of particular value to people working in organisations with staff from different cultures, races or religion, where there are staff members from multiple generations, or where there are other forms of difference in the workforce.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement diversity policy	1.1. Locate and review diversity policy 1.2. Determine its application to the specific work context 1.3. Institute actions to ensure that the diversity policy is understood and implemented by relevant parties 1.4. Provide feedback and suggestions for improvement to ensure currency and efficacy of diversity policy
2. Foster respect for diversity in the work team	2.1. Address own prejudices and demonstrate respect for difference in personal interactions 2.2. Aim for diversity in selecting and recruiting staff 2.3. Identify and address training needs to address issues of difference in the team 2.4. Manage tensions and encourage collaboration and respect between staff who struggle to work effectively with difference 2.5. Assist staff to see that working effectively with difference is a strength that can improve the organisation's products, services and customer relations 2.6. Manage allegations of harassment and address complaints according to established organisational procedures
3. Promote the benefits of diversity	3.1. Promote the organisation's workforce diversity in internal and external forums to enhance the company's image and reputation 3.2. Capture ideas and information from the diversity in the workforce to enhance products and services and contribute to competitive advantage 3.3. Support organisational efforts to value diversity

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to determine how to make intelligent applications of policy in the work context communication skills to: explain and promote the benefits of diversity negotiate differences between staff relate to people from a range of backgrounds learning skills to: assist people within the organisation to understand the diversity policy, using different methods to cater for differences in learning styles provide feedback and suggestions for improvement to the diversity policy use ideas and information from the diversity in the workforce to contribute to the organisation's competitive advantage self-management, learning and development skills to reflect on and review own prejudices
Required knowledge
formal and informal complaints procedures key features of relevant current legislation, such as: Age Discrimination Act Disability Discrimination Act Racial Discrimination Act Sex Discrimination Act Human Rights and Equal Opportunity Commission Act

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of the application of diversity policy and the capacity to critically review a diversity policy promotion of strategies to ensure that diversity is understood and respected in the work team demonstration of compliance with protocols for handling complaints of bullying or harassment.
Context of and specific resources for assessment	Assessment must ensure access to workplace documents and records.
Method of assessment	The following assessment methods are appropriate for this unit: assessment of reports on diversity policy and policy application direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of demonstrated techniques in performance management observation of presentations around protocols for handling complaints and bullying or harassment review of strategies developed to ensure that diversity is understood and respected in the work team oral or written questioning to assess knowledge of human rights and relevant legislative requirements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMGT502B Manage people performance BSBHRM501A Manage human resources services BSBHRM510A Manage mediation processes.

Range Statement

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.
Diversity may relate to:	any form of difference, such as: ability, aptitude and disability age culture ethnicity gender language marital status or family arrangements nationality personality race religion sexuality.
Actions may include:	displaying policy on noticeboards and other public areas distributing copies of policy to staff explaining policy to staff at meetings or other forums reinforcing key messages from policy in supervisory discussions, performance appraisals or other interactions.
Training needs may involve:	cultural competency training culturally-specific training diversity training equal opportunity training ethics training grievance management training human rights training recruitment and selection training workplace bullying, discrimination or harassment training.
Complaints may include:	informal complaints that are managed within the workplace formal complaints of discrimination or harassment to relevant commonwealth, state or territory anti-discrimination agencies under the federal anti-discrimination laws.
Internal and external forums may include:	business meetings conferences and seminars newsletters and bulletins professional networks staff meetings staff updates.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and leadership - diversity

Co-requisite units

Co-requisite units

BSBDIV601A Develop and implement diversity policy

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to research diversity, draft policy, plan for implementation, and implement diversity policy. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit covers the cycle of policy development with a specific focus on diversity and its importance to organisational activity. The policy takes a whole of organisation approach and sees diversity as an asset to the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research diversity	1.1. Analyse existing practices and information in relation to diversity 1.2. Identify potential benefits of diversity and analyse in relation to business objectives 1.3. Consult key stakeholders about their requirements for a diversity policy 1.4. Access diversity policies from similar organisations and review for relevance to own organisation
2. Draft policy and plan for implementation	2.1. Draft diversity policy 2.2. Develop action plans for policy 2.3. Consult key stakeholders for feedback on draft policy and action plans 2.4. Determine relationships and links with other related policies 2.5. Revise policy for implementation
3. Implement diversity policy	3.1. Explain and interpret policy to key stakeholders 3.2. Promote policy across the organisation through a range of communication channels 3.3. Identify intended and unintended impacts of policy implementation 3.4. Develop tools, benchmarks and other indicators for planning and measuring impact of policy implementation 3.5. Monitor business activities, team plans and staff performance to ensure diversity policy is effectively implemented
4. Review diversity policy	4.1. Gather and analyse information about diversity, the policy and its implementation 4.2. Consult key stakeholders to provide feedback on the policy 4.3. Develop and approve recommendations for changes to the policy 4.4. Refine policy

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities high level research and analytical skills to review business needs and to determine how diversity approaches apply interpersonal skills to consult and negotiate with people at all levels, and to present ideas for change and foster support for them planning and organising skills to implement and monitor diversity policy.
Required knowledge
business operations including: familiarity with structure, roles and responsibilities business plans and strategic direction issues that can be linked to diversity diversity within the community and business environment: cultures beliefs traditions and practices equal opportunity theory productive diversity - contemporary theory about diversity and its potential contribution to business advantage legislation, codes of practice and national standards, for example: Commonwealth Human Rights and Equal Opportunity Act Commonwealth Racial Discrimination Act/s Commonwealth Sex Discrimination Act Commonwealth Disability Discrimination Act relevant state/territory legislation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a comprehensive diversity policy with details of an implementation strategy and how it will be monitored and reviewed OR critical analysis of an existing diversity policy with an evaluation of its effectiveness and recommendations for improvement knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documents and data.
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: assessment of written reports evaluating the effectiveness of diversity policies and their implementation direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations review of action plans to support diversity policy implementation review of documentation promoting the policy across the organisation evaluation of recommendations for policy changes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the BSB60407 Advanced Diploma of Management.

Range Statement

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.
Information may include:	complaints and grievances e.g. sexual harassment, racial discrimination customer analysis and feedback equal opportunity targets recruitment patterns stakeholder opinions statistical data
Diversity includes differences in:	age belief systems and values culture expertise, experience and working styles gender interests interpersonal style language, literacy and numeracy physical differences politics race religion sexual orientation thinking and learning styles
Business objectives may include:	business goals and plans future directions statements vision or mission statements
Key stakeholders may include:	customers and clients heads of business units managers and supervisors organisation executives staff working in a range of job roles and functions
Diversity policy may include:	benefits of recognising diversity human resources practices key diversity issues for the organisation organisational vision and purpose about diversity policies the organisation will commit to proposed action reasonable adjustments
Action plans may include:	financial plans promotional strategies resource requirements risk management issues and strategies sales and distribution projections specific actions, initiatives and tasks to be undertaken staffing/responsibility requirements and arrangements time lines
Communication channels may include:	face-to-face meetings inclusion in training events internet and intranet posters, leaflets and fliers presentations and speeches

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Diversity

Co-requisite units

Co-requisite units

BSBDIV701A Develop cross cultural communication and negotiation strategies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply effective cross cultural communication and negotiation skills, and to develop these skills in others, in international education business contexts. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to administrators with managerial responsibility who need to apply sound cross cultural communication and negotiation strategies in their business practice and to develop these skills in others. They will be managing education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Analyse own organisation's international education practices using theoretical models of culture	1.1. Define the key elements of culture and cultural diversity from a range of perspectives 1.2. Investigate and analyse interaction between these key elements 1.3. Apply theoretical models of culture and cultural diversity to an international education provider context and own organisational practices
2. Evaluate cultural features of selected countries relevant to the business of education	2.1. Describe significant events that have shaped the identity of selected countries 2.2. Research and profile key characteristics of education and training systems in selected countries 2.3. Analyse and describe broad cultural differences in learning behaviour in selected countries 2.4. Research and evaluate teaching styles, educational practices, and delivery and assessment methods, in selected countries 2.5. Compare and contrast distinguishing features of business practices in selected countries
3. Develop cross cultural awareness strategies, and communication and negotiation skills in an international education setting	3.1. Identify and communicate ways in which cultural norms in the workplace operate to regulate, repress, tolerate and celebrate diversity 3.2. Evaluate potential impact of improved cross-cultural awareness on personal, educational and commercial interactions 3.3. Apply formal and informal coaching and training strategies to improve organisational cross-cultural communication practices and strategies 3.4. Determine appropriate criteria and strategies to evaluate effectiveness of communication and negotiation in an international education setting

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact and negotiate in a range of cross-cultural contexts in relation to the business of international education; to interact appropriately with students, co-workers, partners and other stakeholders initiative and enterprise skills to take account of cultural contexts, similarities and differences in cross-cultural communication learning skills to identify and apply multiple perspectives and interpretations, and appropriate protocols and language literacy skills to research academic theories of culture and to present them in plain English problem-solving skills to negotiate in difficult and complex situations teamwork skills to work effectively with groups and teams technology skills to research online and to use libraries for gaining knowledge and information about culture.
Required knowledge
communication styles and methods, and cultural protocols for use with people from a range of countries definitions of culture and cultural diversity based on a number of theoretical models identification of cultural bias inherent in any conceptual model of culture implicit and explicit similarities and differences within and between countries and cultures important cultural features of selected countries occupational health and safety protocols for interactions with people at work, particularly duty of care requirements personal cultural assumptions shaping expectations and outcomes sources of assistance for international students and visitors, including location of and access to interpreters special types of communications for the international education environment.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying cross-cultural knowledge and protocols effectively communicating with diverse groups and individuals in the work-related environment knowledge of communication styles and methods, and cultural protocols for use with people from a range of countries.
Context of and specific resources for assessment	Assessment must ensure: activities are related to an international education context access to education-related workplace context in which cross-cultural communication and negotiation are required.
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 performance in researching issues in international education evaluation of supervisor's reports on how the candidate applies knowledge of culture and cultural diversity analysis of projects, responses to problem-based case studies/related task, completed records and reports developed by the candidate review of analysis of interaction between the key elements of culture and cultural diversity review of evaluation of teaching styles, educational practices, and delivery and assessment methods in selected countries evaluation of formal and informal coaching and training strategies applied to improve organisational cross-cultural communication practices and strategies oral or written questioning to assess knowledge of personal cultural assumptions shaping expectations and outcomes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: with other units in the qualification in which this unit is packaged.

Range Statement

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.
Culture is:	'...the set of distinctive spiritual, material, intellectual and emotional features of society or a social group ... it encompasses, in addition to art and literature, lifestyles, ways of living together, value systems, traditions and beliefs ... culture is at the heart of contemporary debates about identity, social cohesion, and the development of a knowledge-based economy.' (UNESCO Universal Declaration on Cultural Diversity 2002)
Cultural diversity is:	'...the uniqueness and plurality of the identities of the groups and societies making up humankind.' (UNESCO Universal Declaration on Cultural Diversity 2002)
Significant events may include:	cultural economic historical physical and geographic political religious
Key characteristics of education and training systems may include:	changes and trends cultural, religious and secular influences participation profile and levels statistics on: enrolments numbers of years in education (primary, secondary, vocational education and training, higher education) private and public sector educational expenditure
Cultural differences in learning behaviour may include:	academic communication: differences in tentativeness and politeness, confidence and assertiveness gender differences and acceptance value given to, and conventions for, questioning of knowledge ways of arguing (linear and direct, non-linear and indirect) learning styles: autonomous and self directed learning collaborative and individual cooperation and competition concepts of learning and knowledge pedagogical models and practices peer roles and relationships student-teacher roles and power relationships what is valued in learning process: acceptance of original contributions and concepts of plagiarism attitudes to critical analysis extending or conserving knowledge transforming and creating new knowledge
Business practices may include:	acceptability of conflict and mechanisms for conflict resolution communication channels and modes industrial relations legal and ethical practices maintaining 'face' negotiations protocols relationships
Cultural norms in the workplace may include:	communication practices levels of formality pedagogical practices roles and relationships

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Diversity

Co-requisite units

Co-requisite units

BSBEBU401A Review and maintain a website

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake data analysis, review website content and update and maintain a website. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who have knowledge of the relationship between web-sites and the core functions of an organisation. They also have working knowledge and skills of performing basic updates to web site content. They may provide administrative support within an organisation or be other individuals who have been delegated this responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Review website content and use	1.1. Monitor and analyse customer and user feedback in accordance with organisational timelines 1.2. Analyse automatically collected website data and identify trends 1.3. Make recommendations on changes to the website and its content in response to feedback and data analysis and approve changes scheduled for implementation 1.4. Review cost implications of the recommended changes to determine their viability
2. Update website	2.1. Replace superseded and inaccurate information with current information and add additional material in accordance with organisational requirements 2.2. Follow protocols for ensuring the accuracy and authenticity of information 2.3. Remove services no longer available or required and add new ones in accordance with organisational requirements 2.4. Check off-line information against that posted on the website and rectify discrepancies in accordance with organisational timelines 2.5. Follow security procedures for updating the website
3. Carry out non technical site maintenance	3.1. Analyse user feedback to confirm that faults have resulted from the site and are not user problems 3.2. Rectify faults and make improvements to the site in response to user feedback approved by the organisation 3.3. Add new web pages and/or active links and remove redundant pages and links in accordance with organisational requirements 3.4. Make site changes in response to changes in marketing strategy in accordance with organisational requirements and consideration of cost benefits

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret policies and procedures, provide recommendations to others and to draft text in a logical sequence and structure appropriate for an online format numeracy skills for basic statistical analysis of website usage data communication skills for consultation with users and customers.
Required knowledge
identification and overview knowledge of 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 basic principles of website design and maintenance online security issues.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: website and its content continues to meet the requirements of the business after maintenance changes identification and resolution of faults, errors and/or complaints with website.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and networked computers documentation relating to analysis and strategies/policies for implementation.
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 authenticated documents from the workplace or training environment demonstration of techniques in a workplace or simulated environment.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: marketing units other information and communications technology units.

Range Statement

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.
Feedback and data analysis may include:	feedback in relation to content, ease of navigations and appropriateness/usefulness of content statistical data in relation to usage, including; hits page views visits
Offline information may include:	information available in other forms, such as; brochures databases knowledge management systems news letters records systems
Security procedures may include:	access protocols password protected areas

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - E Business

Co-requisite units

Co-requisite units

BSBEBU501A Investigate and design e business solutions

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Amend e-business to ebusiness throughout

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to evaluate e business models and strategies, and to incorporate the results of these evaluations into the design of an e business solution.

Application of the Unit

This unit applies to individuals who possess skills and knowledge in a specialist business area, as well as knowledge of software and other technologies. They apply these skills and knowledge in the evaluation, selection and implementation of new strategies for business, which incorporate e business solutions. They may be managers responsible for overseeing these tasks as well as technical or other knowledge experts.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Investigate e business opportunities	1.1. Undertake a competitive analysis to determine the likely impact new capabilities will have on industry sectors and competitors 1.2. Complete and assess value chain analysis to identify processes and relationships that may benefit from the adoption of ebusiness solutions 1.3. Identify threats and opportunities to ebusiness implementation and evaluate potential contributions to the business 1.4. Conduct resource analysis to identify cost and revenue implications in developing opportunities 1.5. Identify and evaluate legal and ethical issues relating to ebusiness opportunities
2. Evaluate e business models	2.1. Identify and analyse business-to-business, business-to-consumer, intra-organisational ebusiness applications and ebusiness models 2.2. Rank compatible ebusiness models in terms of their strengths and weaknesses, considering resourcing, technical and security requirements of each 2.3. Assess cost implications of implementation of ebusiness models 2.4. Determine an ebusiness model most appropriate in relation to business plan
3. Design an e business	3.1. Formulate purpose, objectives and values for the ebusiness 3.2. Identify target market, and value chain structure in accordance with chosen ebusiness model 3.3. Identify and obtain technical needs and expertise required to implement ebusiness model 3.4. Investigate and develop plan to address culture change issues to manage transition to an ebusiness
4. Implement an e business strategy	4.1. Develop policies and guidelines to support customers, supply chain and staff to ensure successful implementation 4.2. Monitor performance of business goals and adjust policies and procedures to respond to changing needs of customers, staff and supply chain 4.3. Review ebusiness systems and models, seeking feedback from users and personnel responsible for ebusiness implementation 4.4. Incorporate evaluation results and feedback to improve future ebusiness strategies

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills
analytical and problem-solving skills to assess information and apply to identified business needs communication skills to collaborate with technical experts and other staff literacy skills to identify and interpret market and product information.
Required knowledge
features of a range of software and hardware systems key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws copyright occupational health and safety organisational policies and procedures relating to the systems, products and/or service being worked with.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: evaluation of ebusiness opportunities involving new business models and not simply electronic versions of existing businesses rationale and supporting evidence for choice of ebusiness solution knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and networked computers documentation relating to analysis and strategies/policies for implementation.
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 authenticated documents from the workplace or training environment demonstration of techniques in a workplace or simulated environment.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBEBU502A Implement ebusiness solutions IT use units.

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.

New capabilities may include:	24-hour operation automated marketing efforts communication distribution channel global reach online customer service online inventory online payments online purchasing online sales systems supply chain
Value chain analysis may include:	an analysis of a series of primary activities, such as: inbound logistics marketing and sales operations outbound logistics service support and their support activities, such as: business infrastructure human resources management procurement technological development
Processes and relationships may include:	customer service delivery of core services delivery of government services delivery of products development of new products, services and markets organisational structures trading communities
Threats and opportunities may include:	business to government (B2G) opportunities where ebusiness is conducted between an enterprise and the government business-to-business (B2B) opportunities where ebusiness is conducted between companies business-to-consumer (B2C) opportunities where ebusiness is conducted between an enterprise and a customer competition legislation disintermediation threats/opportunities where the role of 'middlemen' or other middle supply chain elements is reduced or made redundant as newer more efficient supply chain technologies are implemented infrastructure requirements: disaster recovery, failsafe systems internal business opportunities that improve productivity utilising ebusiness development re-intermediation opportunities, where ebusiness creates new value between producers and consumers risk management: payments, fraud etc.
Contributions to the business may include:	effect on: customer satisfaction ratings growth market share profitability return on investment sales staff morale i.e. using efficient technologies to enhance workplace staff productivity and professional development
Business-to-business may include:	involves ebusiness between organisations may be B2G (business to government)
Business-to-consumer may include:	involves ebusiness between an enterprise and a customer
E-business models may include:	aggregator models collaboration partners competitor cooperation model e-auction e-government e-mall e-office e-procurement e-shop/e-tailing information brokers micro-payments business model multilevel marketing portal tender services third party marketplaces trust services value chain integrators value chain service providers virtual community web rings
Technical needs and expertise may include:	advice on existing business strategy and base business versus growth business advice on staffing arrangements advice on technology issues/compatibility banking information for electronic funds transfer contact person feedback loops new protocols relating to legal or security issues for ebusiness open and international standards e.g. EAN.UCC or UN/EDIFACT personal identification and password for online access to business processes e.g. purchasing or supply
Policies and guidelines may include:	business ethics confidentiality electronic communication fraud prevention and detection human resources management information management intellectual property legal issues e.g. jurisdiction, contract validity, taxation outsourcing performance management privacy risk management security

Unit Sector(s)

Information and Communications Technology - E Business

BSBEBU502A Implement e business solutions

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement e business solutions, including establishing the initial requirements and developing systems for implementation, and to support ongoing monitoring and review. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who possess skills and knowledge in a specialist business area, as well as knowledge of software and other technologies. They apply these skills and knowledge in the implementation of e business solutions. They may be managers responsible for overseeing these tasks as well as technical or other knowledge experts.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Set up e business solution	1.1. Identify organisational requirements in consultation with relevant personnel 1.2. Evaluate security issues and rank these issues for acceptable risk 1.3. Evaluate the costs and technology requirements associated with e-business solution in relation to organisational requirements 1.4. Confirm technology and standards required for implementation with relevant personnel 1.5. Prepare budget for implementation of solution
2. Implement e business solution	2.1. Delegate responsibility for solution in accordance with organisational policy, procedures and structures 2.2. Develop procedures for the solution in accordance with organisational and other business requirements 2.3. Provide training for implementation of solution in accordance with organisational requirements 2.4. Develop security procedures and protocols in accordance with organisational requirements 2.5. Maintain records relating to solution in accordance with legal, ethical and accounting requirements
3. Monitor and review e business solution	3.1. Monitor outcomes and processes in accordance with implementation strategy and established performance monitoring and reporting requirements 3.2. Use business data and reports to compare plans, budgets, time lines and forecasts to actual performance 3.3. Obtain feedback from users and personnel responsible for implementation, and make recommendations to improve future e-business strategies

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical and problem-solving skills to assess information and apply to identified business needs communication skills to collaborate with technical experts and other staff literacy skills to identify and interpret market and product information.
Required knowledge
features of a range of software and hardware systems key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws copyright occupational health and safety organisational policies and procedures relating to the systems, products and/or service being worked with.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documented processes and procedures for implementation of an e-business solution development of monitoring strategy knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and networked computers documentation relating to policies, procedures and training developed.
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 authenticated documents from the workplace or training environment demonstration of techniques in a workplace or simulated environment..
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBEBU501A Investigate and design e-business solutions other information and communications technology units.

Range Statement

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.
Organisational requirements may include:	authentication building security confidentiality cost encryption technology firewalls fraud control gatekeeper software privacy recognised internet service provider (ISP) with secure platform secure web server and browser with secure sockets layer (SSL) third party verification of credit card information
Security issues may include:	business ethics confidentiality fraud prevention and detection information management intellectual property legal issues e.g. jurisdiction, contract validity, taxation privacy risk management security
E-business solutions may include:	24-hour operation automated marketing efforts communication distribution channel global reach online customer service online inventory online payments online purchasing online sales systems supply channel
Other business requirements may include:	accounting ethical legal policies, procedures and guidelines developed in other operational areas specific to the system being implemented
Security procedures and protocols may include:	authentication confirmation of identity establishing and/or monitoring the credit worthiness of clients processes for monitoring expiry of credit cards processes for preventing fraudulent use of credit cards processes for minimising bad debts through online payments

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - E Business

Co-requisite units

Co-requisite units

BSBEDU301A Assist with monitoring compliance in international education services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assist in monitoring compliance with relevant legislation, regulations, finance and insurance requirements in international education services administration work roles. It emphasises processes which relate to client services, especially reviewing and reporting on compliance. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals carrying out administration work, under supervision and guidance, in an international education environment. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Communicate legislative and regulatory obligations to organisation, clients and stakeholders	1.1. Acquire and apply knowledge of relevant legislation and regulations to assist with ensuring compliance 1.2. Use organisational compliance systems and procedures to identify compliance information required by relevant legislation and regulations 1.3. Prepare and have checked, in line with organisational procedures, information regarding legislative obligations for dissemination to a range of international clients and stakeholders 1.4. Provide legislation-related information to international students to inform them of their obligations and to confirm their understanding of requirements 1.5. Provide information about legislative and regulatory obligations to clients and stakeholders in a range of formats
2. Contribute to processes for compliance with legislative and regulatory requirements	2.1. Identify organisation's student monitoring and reporting processes 2.2. Identify online processes for monitoring and reporting 2.3. Follow operational procedures for administration roles in relation to insurance and financial requirements 2.4. Contribute to case management in relation to organisational reporting procedures 2.5. Take appropriate and timely remedial action through organisational channels in instances of non-compliance
3. Review processes for compliance with legislative and regulatory requirements	3.1. Assist with reviewing processes and policies for student monitoring and reporting 3.2. Review and recommend updates to policies and procedures for legislative and regulatory compliance, in line with work role 3.3. Make approved adjustments to operating procedures in response to changes in legislative and regulatory compliance policies and procedures
4. Interact with stakeholders and groups external to the organisation	4.1. Identify contact information for government agencies and other relevant bodies in relation to compliance requirements 4.2. Develop communication strategies for interaction with government agencies and other relevant bodies 4.3. Apply protocols for liaison and information sharing

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and other stakeholders; to provide accurate advice to students and other clients; to provide relevant information on compliance-related matters initiative and enterprise skills to acquire and apply industry knowledge to work situations and activities; to follow and contribute to development of organisational procedures learning skills to interpret legislation and other documentation relevant to work role, particularly the Education Services for Overseas Students (ESOS) Act 2000 and Department of Immigration and Citizenship (DIAC) guidelines literacy skills to record information on updated government regulations and guidelines, and to refer to relevant legislative and regulatory frameworks numeracy skills to compile student compliance records and trends planning and organising skills to prepare information about legislative and regulatory requirements problem-solving skills to prepare information about specific student issues and visa compliance self-management skills to perform tasks efficiently and on time in an international education services compliance context technology skills to use a computer and other office equipment to access information, to produce documents and to communicate in an international education services compliance context.
Required knowledge
applicable aspects of the current Australian Quality Training Framework (AQTF) Standards for Registered Training Organisations child protection legislation in relation to the welfare of, and training of, students under 18 years of age communication styles and methods international education environment and specific organisational work environment and work practices legislation and regulatory requirements governing occupational health and safety (OHS), workplace relations and anti-discrimination in various jurisdictions legislation governing Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) registration legislation governing student visa compliance and international education services such as the ESOS Act and regulations, and any subsequent amendments or versions reporting requirements quality review processes relevant administration procedures for student fees.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and applying legislative and regulatory compliance requirements in relation to international education services at a level required for effective performance of work role communicating and working with clients from culturally diverse backgrounds knowledge of relevant legislative and regulatory requirements.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents, and monitoring and reporting mechanisms.
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 evaluation of supervisor's reports analysis of projects, case studies, completed records and reports developed by the candidate review of information provided to clients and stakeholders about legislative and regulatory obligations review of action taken in instances of non-compliance evaluation of updates recommended to policies and procedures for legislative and regulatory compliance review of communication strategies developed for interaction with government agencies and other relevant bodies oral or written questioning to assess knowledge of quality review processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Relevant legislation and regulations may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles ESOS Act, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training OHS privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students Overseas Student Tuition Assurance Scheme (OSTAS) regulations quality assurance guidelines set by particular organisations e.g. for cultural diversity, equity and access, critical incidents and workplace practices
International clients and stakeholders may include:	accommodation providers dependants of international students financial, superannuation, insurance organisations government departments and agencies international students organisational personnel parents of international students professional associations recruitment agent
Range of formats may include:	business correspondence email updates information included in marketing material information sessions oral presentations printed brochures student and staff handbooks website bulletins or newsletters
Monitoring may include:	accessing student progress data liaising with staff to determine student progress meeting students on an individual basis to communicate legislative obligations processes for business and financial reporting processes to monitor provider compliance under Section 5 of the ESOS Act processes to monitor registered training provider compliance under the AQTF Standards for Registered Training Organisations (RTO), where applicable recording student attendance representing students if necessary on progress committees reviewing student progress
Reporting may include:	informing DIAC of student visa breaches via PRISMS processes for dealing with non-compliance processes for financial reporting and business returns processes to comply with the organisation's CRICOS registration processes to comply with the organisation's RTO registration, where applicable
Online processes may include:	accessing and reporting on the PRISMS system for student enrolments, progress and approval of welfare arrangements locating student progress data using institutional databases lodging business returns paying accounts, loans, insurance premiums paying employees
Insurance and financial requirements may include:	asset insurance OSTAS regulations overseas student health cover arrangements personal accident or illness insurance (for self-employed people) professional indemnity public liability refund processes and requirements under legislation and institutional policies remuneration, superannuation, taxation requirements student fees administration vocational placement (if applicable) workers compensation
Case management may include:	coordinating group discussion to resolve issues processes to assist a student to access support referring to specialised roles to resolve issues
Government agencies and other relevant bodies may include:	DEST DIAC educational institutions employer, employee organisations financial, superannuation, insurance organisations overseas student health cover providers professional associations state/territory governments and training authorities

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU302A Assist in resolution of issues and incidents in an international education environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to contribute to the resolution of issues and incidents in an international education environment. It emphasises applying processes to appropriately deal with day to day issues and incidents, as well as serious issues and critical incidents, including providing support to clients and others. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals carrying out administration work, with some supervision and guidance, in an international education environment. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Contribute to issue resolution and incident response processes	1.1. Deal effectively with day-to-day issues and day-to-day incidents 1.2. Identify and follow organisational policies and procedures for dealing with critical incidents 1.3. Contribute to the resolution of serious issues 1.4. Contribute to response processes in the event of critical incidents 1.5. Assess own responses and seek assistance if needed and as guided by supervisor, manager or external parties/professionals 1.6. Use appropriate initiative in the event of a critical incident, with due regard for own health and safety and that of others, and organisational requirements 1.7. Contribute to debriefing procedures after an issue/incident
2. Contribute information for distribution to those affected by issues and incidents	2.1. Identify types of information required for issues and incidents 2.2. Collect and collate current, relevant information from appropriate sources 2.3. Maintain accessible files of current, relevant information 2.4. Develop and maintain an accessible comprehensive network contacts list 2.5. Review and update information on a regular basis 2.6. Record and report information, in accordance with legislative and regulatory compliance requirements and organisational procedures
3. Communicate effectively with those affected by issues and incidents	3.1. Assess situation according to organisational policy 3.2. Use communication strategies appropriate for individual situations, in line with organisational requirements 3.3. Communicate effectively with clients of the organisation and other relevant stakeholders when dealing with issues and critical incidents 3.4. Arrange access to counsellors or other support people if and when required
4. Contribute to records and team reports on issues and incidents	4.1. Establish sensitivity of information and level of confidentiality required, in reporting issues and incidents 4.2. Participate in team activities for assessing details of progress and outcomes of issues and incidents 4.3. Interact and consult with team members to record and report on issues and incidents 4.4. Contribute to the debriefing process with teams and individuals including referring to network contacts as applicable
5. Contribute to development of organisational policies and procedures for the resolution of issues and incidents	5.1. Apply relevant organisational policies and procedures for the resolution of issues and incidents 5.2. Review organisational policies and procedures relevant to specific issues and incidents, with appropriate organisation officers 5.3. Suggest adjustments to organisational policies and procedures based on outcomes reports
6. Provide advice to clients in resolving issues and incidents	6.1. Establish or contribute to protocols and processes for resolving issues and dealing with incidents 6.2. Apply appropriate advisory processes according to individual client needs 6.3. Communicate processes to relevant stakeholders 6.4. Consult with relevant stakeholders to evaluate process outcomes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively and appropriately in an intercultural context with clients, co-workers and stakeholders dealing with incidents and issues relevant to work role; to be assertive as the situation requires, applying conflict resolution skills, including negotiation; to remain calm and controlled under pressure initiative and enterprise skills to set and maintain boundaries, to prioritise activities, to follow organisation policy and procedures, and to review and adjust policy and procedures with others learning skills to access and identify requirements in relation to compliance with legislation, particularly regarding occupational health and safety (OHS), privacy and confidentiality literacy skills to accurately record information, noting key facts and recording resolution processes; to prepare reports on incidents and related issues planning and organising skills to develop network contact lists and details; to record and file relevant information for ease of retrieval problem-solving skills to take action and to make referrals appropriate to the situation, own job role and responsibilities self-management skills to provide, identify and manage own responses; to apply appropriate responses to the specific situation technology skills to use a computer to access information online; to operate equipment such as fire extinguishers.
Required knowledge
international education environment, student services requirements and workplace communication in line with work role specifications legislative and regulatory requirements including: legislation and regulations governing overseas students studying in Australia or offshore under the auspices of an Australian organisation other work-related legislation including OHS, privacy and confidentiality, security anti-discrimination, business legislation relevant to work role recognising own roles and responsibilities in the following types of incidents: reporting crime, injury, serious or contagious illness or death delivering sensitive information dealing with academic difficulties or failure, breaches of confidentiality, unexplained absence of students, harassment, threats to personal safety and health problems types of issues that could concern international students such as: student wellbeing and welfare such as cultural adjustment, cross-cultural communications and expectations, illnesses, accidents, mental health problems, accommodation, financial matters, loneliness and isolation course-related issues such as student progress, access to services, English language and other support grievances and concerns such as assessment and marking concerns, bullying or intimidation, crimes, property and personal security issues compliance related issues such as non-attendance or insufficient attendance, visa non-compliance, interruption of studies staffing related issues such as professional limitation of staff responsibility and parameters of roles, staff performance, student/teacher workplace behaviour expectations, differentiation among staff roles and managing staff workloads, time and resources.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: responding effectively and appropriately to issues and critical incidents in an international education environment, in line with work role levels, organisational requirements, and legislative and regulatory requirements contributing to organisational capacity to respond to critical incidents knowledge of relevant legislative and regulatory requirements.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports analysis of projects, case studies, completed records and reports developed by the candidate review of team member feedback regarding initiative taken during a critical incident oral or written questioning to assess knowledge of types of issues that could concern international students review of assessment of own responses and assistance sought review of network contacts list evaluation of suggested adjustments to organisational policies and procedures review of contributions made to protocols and processes for resolving issues and dealing with incidents.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Day-to-day issues may include:	academic and educational issues accommodation and welfare issues cultural adjustment issues financial issues minor illness non-compliance situations training and assessment issues work role issues
Day-to-day incidents may include:	conflict delivering sensitive information harassment non-compliance situations theft unexplained absence of students
Serious issues may include:	academic failure accommodation issues delivering serious and sensitive information grievance issues harassment or bullying mental health issues non-compliance issues
Critical incidents may include:	accidents crime affecting clients or workers death disappearance of students incidents involving mental health problems serious or contagious illness
External parties/professionals may include:	counsellors emergency services personnel e.g. ambulance, fire brigade, police interpreters
Appropriate sources may include:	organisational personnel professional association relevant government and agency personnel, and internet websites
Network contacts list may include:	community services e.g. external crisis or counselling agencies consular staff counsellors emergency services personnel e.g. ambulance, fire brigade, police employer organisations homestay providers hospitals interpreters organisational officers overseas recruitment agents parents unions
Legislative and regulatory compliance requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles Education Services for Overseas Students (ESOS) Act 2000, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training OHS privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Communication strategies may include:	adapting communication style to fit the situation immediately contacting the person responsible for workplace health and safety maintaining a calm, controlled demeanour recording key information in notes referring people to counselling or interpreting services referring people to safe areas or responsible personnel telephoning the duty officer or person responsible if the incident occurs after hours telephoning the ambulance, fire brigade or police in an emergency if the responsible organisational officer is not present or available to do so
Clients of the organisation may include:	internal clients e.g. section, department and faculty staff international student cohort other clients of the organisation such as: consular staff education and migration agents government and private organisations, departments and agencies homestay providers other educational organisations parents or other relatives of students
Relevant stakeholders may include:	agents consular staff government or agency personnel homestay providers organisation personnel parents students

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU303A Assist with the provision of international education information

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to organise, maintain and provide information and material relating to education and training programs and associated services to clients of an international education organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals providing information to clients, with some supervision and guidance, in an international education environment. They could be working in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish client requirements for information provision	1.1. Apply cross-cultural communication skills in providing and receiving information 1.2. Record and respond to requests for information from internal or external clients, in line with organisational policies and procedures 1.3. Clarify requests to ensure full understanding of client requirements
2. Organise and maintain supplies of material	2.1. Refer to procedures for providing material for planning production, assembly, packaging and distributing information packages 2.2. Assemble material for the needs of individual clients and client groups, according to inventory establishment 2.3. Maintain stocks of material at established inventory levels, and identify and respond to shortfalls 2.4. Facilitate production and collection of material to ensure inventory levels are maintained
3. Provide information relevant to individual clients and client groups	3.1. Provide assembled and checked material to clients at the specified destinations on time, according to organisational policies and procedures 3.2. Facilitate compliance with relevant legislative and regulatory requirements for provision and distribution of material 3.3. Monitor communication and process flow to ensure on-time despatch of requested material to specified persons and destinations 3.4. Seek advice from relevant personnel in client services situations or issues where information provision may require departure from regular practices
4. Contribute to the continuous improvement process for information provision	4.1. Apply client services policy, guidelines and procedures for information provision when performing work role activities 4.2. Perform work effectively within a team environment to facilitate quality of information provision in client services 4.3. Carry out follow-up to gauge client satisfaction regarding information provision 4.4. Use feedback to promote continuous improvement in own work and for input into organisational quality client services processes for information provision 4.5. Provide input through team communication regarding organisational policies and procedures development or review of information provision services to clients

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers, team members and other stakeholders; to effectively communicate cross-culturally with clients; to clarify information through discussion and feedback with clients and other stakeholders, including team members initiative and enterprise skills to work effectively within the organisation's client services policy and according to established procedures for information provision; to identify areas for improvement in own work performance and to adjust work practices; to deal with change and contingencies that arise when conducting client services and information provision activities learning skills to understand and comply with legislative and regulatory requirements relating to information provision in an international education environment literacy skills to record information on updated government regulations and guidelines; to refer to relevant legislative and regulatory frameworks numeracy skills to complete orders for supply of information problem-solving skills to access information and resources for information provision; to distinguish between problems that can be solved within work role authority and those that must be passed on to supervisors or managers planning and organising skills to maintain supplies of material and plan own daily work schedule in accordance with job role self-management skills to provide requested information under the approval of supervisor, and according to job role and organisational procedures technology skills to efficiently use a computer and other office equipment to access information, produce documents and communicate.
Required knowledge
client services information provision job roles in an international education organisation information organisation, maintenance and provision in international education organisations including legislative and regulatory compliance issues organisational policies and procedures quality client services policy, principles and practices for providing information to internal and external clients of an international education organisation types and purpose of client information requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: performing client information services work role duties and tasks within international education organisational policy guidelines and following established client services procedures knowledge of relevant legislative and regulatory compliance issues.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate provides information to clients analysis of projects, case studies, completed records and reports developed by the candidate review of records of requests for information from internal or external clients evaluation of maintenance of material stocks and response to shortfalls review of assembledmaterial provided to clients evaluation of follow-up carried out to gauge client satisfaction regarding information provision oral or written questioning to assess knowledge of organisational policies and procedures observation of providing information to individual clients and client groups.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Information may include:	cross-cultural communication and cultural information such as: cultural events schedules and invitations organisational policies relating to international education student support programs and schedules, staff support programs information for agents and other clients such as: any partner institution information costs, refund and grievance procedures English language requirements for prospective applicants and government guidelines and regulations relating to the Education Services for Overseas Students (ESOS) Act 2000 marketing and recruitment information, travel schedules, accurate course and campus information, student services information study tour schedules and agreements updated agreements and renewals of contracts information for staff such as: ESOS Act legislation and compliance information lists of commencing students, information about completing students, marketing and recruitment material, admissions and enrolment procedures and schedules oral, written or packaged information requested by or distributed to clients and other stakeholders, and approved in accordance with organisational policies and procedures student information such as: compliance information including attendance, visas course and organisation information including translated brochures, campus information, information about living in Australia, academic conventions and learning strategies, student support programs, accommodation options and contacts, costs of participation, other expenses and money cultural adjustment and support information including orientation, support programs, services and specialist staff information to support returning home and post-course adjustment on-arrival services information including airport reception, contingencies contacts, campus maps, faculty and service contacts, student notice board information, course materials and library services pre-departure and application and enrolment procedures including electronic confirmation of enrolment (ECOE) documentation, overseas student health cover requirements
Clients may include:	internal clients such as section, department, faculty staff international students and candidates other clients of the organisation: consular staff, overseas agents government and private organisations, departments and agencies homestay providers parents of students other educational organisations
Organisational policies and procedures may include:	written documentation on information provision in client services
Relevant legislative and regulatory requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles ESOS Act and subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) occupational health and safety privacy and confidentiality use of Provider Registration and International Student Management System (PRISMS) database workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Relevant personnel may include:	managers supervisors team members other stakeholders related to information provision

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU304A Assist with the provision of pastoral care services to international students

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assist with the provision of pastoral care services to students of an international education organisation. It focuses on the support needs of international students studying on student visas in Australian institutions, onshore and offshore. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals providing pastoral care services to international students, with some supervision and guidance, in an international education provider context. They will be working in the administration of education programs and projects in one or more international education sectors (schools, English language teaching organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify pastoral care needs of international students	1.1. Identify potential pastoral care services requirements of student groups and individuals 1.2. Identify organisational risk management strategies in relation to providing pastoral care services 1.3. Review organisational surveys of international student expectations and needs
2. Provide advice to international students to meet pastoral care needs, within role parameters	2.1. Identify limitations and parameters of own role in relation to pastoral care specialisations for international students 2.2. Apply cross-cultural communication skills when assisting in a range of student advisory settings 2.3. Refer students to personnel in pastoral care specialisations as applicable 2.4. Communicate information about international student support programs and services to students 2.5. Apply negotiation skills when dealing with difficult situations, in line with role and organisational requirements 2.6. Manage student information and records in compliance with privacy and confidentiality standards 2.7. Consult and debrief with work colleagues
3. Identify compliance with legislative and regulatory requirements, and organisational policies and procedures	3.1. Identify legislative and regulatory requirements in relation to pastoral care services 3.2. Identify organisational policy and procedures in relation to pastoral care services 3.3. Review compliance with education and training industry standards and codes, in relation to pastoral care services, and report in line with organisational procedures 3.4. Identify and propose adjustments to organisational pastoral care policies and procedures to meet the needs of international students, and report in line with organisational procedures
4. Communicate pastoral care services to clients and stakeholders	4.1. Identify appropriate external pastoral care services and document their contact and service details 4.2. Prepare information about pastoral care services for international students that identifies pastoral care specialisations and external pastoral care services 4.3. Disseminate information about pastoral care services to international students in appropriate formats 4.4. Communicate information on organisational policies and procedures to clients and stakeholders 4.5. Review and monitor access to information and uptake of pastoral care services by international students 4.6. Identify and propose improvements to communication processes, formats and strategies
5. Contribute to continuous improvement in pastoral care services	5.1. Record and maintain student case notes, in line with organisational requirements 5.2. Develop appropriate student support programs 5.3. Review student uptake of pastoral care services 5.4. Conduct student satisfaction surveys and make recommendations 5.5. Identify and propose improvements in relation to access to and provision of pastoral care services

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and other stakeholders; to effectively gather, convey and receive information; to act on advice and information; to use effective questioning and active listening techniques; to apply appropriate cross-cultural communication techniques, overcome communication barriers, and give and receive feedback initiative and enterprise skills to handle sensitive issues and matters; to monitor compliance with legislation, regulations and standards for pastoral care services learning skills to improve own skills and performance in areas relevant to provision of pastoral care services at required level of operation literacy skills to produce reports and maintain records planning and organising skills to maintain information about pastoral care services and programs problem-solving skills to interpret student requirements and to match with suitable pastoral care services technology skills to use a computer and other office equipment to access information, to produce documents and to communicate e.g. maintaining records, preparing professional reports.
Required knowledge
aspects of pastoral care services offered in a range of international educational organisations cross-cultural communication principles and protocols impact and influence of culture on international student support and pastoral care services international education services environment limitations of responsibility and parameters in terms of pastoral care and incidents organisational policies and procedures positions and work roles of organisation including responsibilities of pastoral care role, team role and roles of student learning support and counselling services principles and practices of client services and continuous improvement programs for international student support relevant legislation and regulations relating to international education services such as child protection, occupational health and safety (OHS), privacy, security types of issues that could concern international students such as: student wellbeing and welfare such as cultural adjustment, cross-cultural communications and expectations, illnesses, accidents, mental health problems, accommodation, financial matters, loneliness and isolation course-related issues such as student progress, access to services, English language and other support grievances and concerns such as assessment and marking concerns, bullying or intimidation, crimes, property and personal security issues compliance related issues such as non-attendance or insufficient attendance, visa non-compliance, interruption of studies staffing related issues such as professional limitation of staff responsibility and parameters of roles, staff performance, student/teacher workplace behaviour expectations, differentiation among staff roles and managing staff workloads, time and resources.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: effectively communicating cross-culturally with students of an international education organisation providing relevant information and advice to groups and individuals about the provision of pastoral care services to students of an international education organisation, at the appropriate work role level knowledge of relevant legislation and regulations relating to international education services.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate applies cross-cultural communication skills when assisting in a range ofstudent advisory settings analysis of projects, case studies, completed records and reports developed by the candidate review of management of student information and records review of documentation outlining external pastoral care servicescontact and service details analysis of information prepared about pastoral care services for international students oral or written questioning to assess knowledge of limitations of responsibility and parameters in terms of pastoral care.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units customer service units.

Range Statement

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.
Student groups and individuals may include:	international students in: English Language Intensive Courses for Overseas Students (ELICOS) centres institutes and private colleges pre-university and bridging programs primary and secondary schools universities students who could have specific support needs: first year students postgraduate students students identified as being at risk students under 18 years of age students with dependents
Pastoral care specialisations may include:	academic course advice accommodation advice and information, including homestay programs careers counselling chaplaincy services disability services financial advice international student advice language and learning support medical and health services residential advisory services student counselling
Student advisory settings may include:	formal information provision and advisory sessions such those provided during orientation programs, lectures and tutorials individual advisory sessions being conducted by qualified student counsellors or advisors small group sessions for disseminating information and discussion
Legislative and regulatory requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles Education Services for Overseas Students (ESOS) Act 2000, and subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training OHS privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
External pastoral care services may include:	community support services such as interpreters ethnic support groups gambling and drug-related support services mental illness services religious groups telephone counselling emergency and crisis support services
Appropriate formats may include:	fact sheets and brochures handouts for discussion and group sessions information printed in languages other than English information adapted for younger students online information and news updates video and MS PowerPoint presentations for face-to-face formal information sessions
Student support programs may include:	community links programs crime awareness and prevention programs cultural support programs first year support programs homestay programs orientation programs peer support and mentoring programs postgraduate programs pre-departure programs returning home programs spouse and dependent support programs

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU305A Assist with international education events and programs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide assistance and support to a team, coordinators and managers in planning, conducting and providing information about events and programs in an international education organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who assist others to organise events and programs in an international education provider context, with some supervision and guidance. They could be working in administration of education programs and projects in one or more international education sectors (schools, English language teaching organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Assist in planning events and programs for international clients and other stakeholders	1.1. Participate in team meetings to plan events and programs 1.2. Clarify and record team roles, own work role and task responsibilities 1.3. Identify and record requirements for information, material and services during the planning stages 1.4. Complete planning-related tasks on time and in accordance with team and work role requirements 1.5. Implement organisational policy and procedures for facilitating at international education events and programs 1.6. Comply with relevant legislative and regulatory requirements applicable to international education events and programs
2. Assist in preparing for international education events and programs	2.1. Collate and package appropriate information according to the event or program plan 2.2. Check stocks of material for quality and sufficiency, and confirm storage and distribution details 2.3. Report identified shortfalls in material and order, in line with organisational procedures 2.4. Prepare relevant material as needed 2.5. Make arrangements with relevant clients and other stakeholders according to the requirements of the event, program and organisational procedures 2.6. Assist in identifying and arranging supply of required facilities, equipment and material for events and programs 2.7. Assist with booking and confirming domestic and international travel, accommodation and venues as required by particular event or program
3. Make information presentations in relation to international education events and programs	3.1. Prepare to deliver information presentations for specific events and programs, relevant to work role 3.2. Deliver information presentations as required and approved, in line with organisational policy and procedures 3.3. Make improvements to presentations based on feedback from relevant personnel
4. Contribute to international education events and programs	4.1. Check and arrange delivery of required material and equipment to specified client or other stakeholder destinations on time and in line with organisational policy and procedures 4.2. Facilitate meeting relevant legislative and regulatory requirements in relation to the distribution of goods and material 4.3. Monitor communication and process flow to ensure on-time despatch of requested material and resources for events and programs to specified persons and destinations 4.4. Provide assistance to event or session presenters to facilitate smooth presentations 4.5. Provide assistance and support to clients and stakeholders, as needed, during events and programs 4.6. Seek advice from relevant personnel if situations or issues arise that require departure from regular practices
5. Contribute to the continuous improvement processes for international education events and programs	5.1. Follow organisational policies and procedures for facilitating events and programs, in accordance with work role activities 5.2. Apply cross-cultural communication skills and strategies in events and programs 5.3. Perform work effectively within a team environment to assist facilitation of events and programs 5.4. Assist in determining client satisfaction regarding event and program outcomes 5.5. Use feedback from stakeholders to promote continuous improvement in own work 5.6. Provide input to organisational policy and procedures review and development regarding facilitation of events and programs

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and other stakeholders in relation to events and programs; to make information presentations at events initiative and enterprise skills to suggest improvements to event and planning processes learning skills to improve own work performance and to adjust work practices to the satisfaction of the organisation planning and organising skills to assist with event or program activities in accordance with job role problem-solving skills to deal with changes and contingencies which may arise before or during events and programs numeracy skills to organise supply of adequate resources for event self-management skills to work independently on allotted event-related tasks technology skills to use a computer and other office equipment to carry out allotted tasks in relation to event or program.
Required knowledge
communication networks, lines and strategies coordinator and team roles for planning and facilitating events and programs information presentation strategies information provision and distribution strategies internal and external clients, presenters and support people involved in managing and participating in events and programs relevant legislative and regulatory compliance issues in relation to facilitating international education events and programs relevant organisational policy and procedures resource requirements for international education events and programs stakeholders in international education events and programs team behaviour and participation travel and accommodation requirements for international education events and programs coordination types, purposes and formats of international education events and programs.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying cross-cultural communication strategies in relation to international education events and programs assisting with planning and facilitating international education events and programs knowledge of relevant legislative and regulatory compliance issues.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports analysis of projects, case studies, completed records and reports developed by the candidate review of documentation recording requirements for information, material and services during the planning stages oral or written questioning to assess knowledge of travel and accommodation requirements for event and program coordination evaluation of using feedback from stakeholders to promote continuous improvement in own work observation of delivery of information presentations.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units customer service units.

Range Statement

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.
Events and programs may include:	briefings and social activities for student pre-departure careers fairs, events and exhibitions cultural festivals and religious celebrations such as Chinese New Year, Diwali functions for welcoming agents and clients to the country graduation and alumni events, dinners, award ceremonies internal open days and information days memorial services multicultural days and activities orientation sessions overseas exhibitions and agent briefings professional development orientation sessions, workshops, seminars, conferences professional network events recreational, social and educational activities religious observances social events connected to specific groups such as postgraduate dinners trips and tours various forums for disseminating information visits to other international education provider's open days and information days
Organisational policy and procedures may include:	documented procedures for facilitating events and programs international student-specific documented policies and procedures
Relevant legislative and regulatory requirements may include:	contracts and agreements with agents current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles Education Services for Overseas Students (ESOS) Act 2000, and subsequent amendments and related legislation contracts and agreements with agents employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety (OHS) privacy and confidentiality quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Information may include:	information for students, staff, agents, presenters, support persons and other stakeholders covering: contact lists and details of students, personnel, participants organisational, educational, social, tourist and environmental information program activities programs, timetables, schedules and details for event presentations and delivery relevant legislative, regulatory, standards information, including for OHS and security travel information and advisories information specific to agents and other clients: course and campus information educational standards and qualifications English language requirements for prospective applicants fees, refunds and grievance procedures government guidelines and regulations relating to the ESOS Act marketing and recruitment information partner institution information student services information study tour schedules and agreements travel schedules updated agreements and renewals of contracts information specific to conference, seminar or workshop facilitators, presenters, attendees and support personnel including: available resources contacts event and program details including times, dates and venue papers and presentation or facilitation requirements
Relevant clients and other stakeholders may include:	internal clients such as section, department or faculty staff international students other clients of the organisation such as parents of students, homestay providers, consular staff, overseas agents, government and private organisations, departments and agencies, other educational organisation
Presentations may include:	audio or video taped presentations face-to-face delivery information reports at team meetings OHS workplace requirements orientation information presentation software or other presentation materials and electronic equipment program information
Relevant personnel may include:	audience of presentation coordinators, managers team members other stakeholders involved with facilitating event and program activities

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU401A Coordinate provision of pastoral care services to international students

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to coordinate provision of quality services and support required by international students enrolled in an Australian education institution. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals coordinating the provision of pastoral care in a variety of international education contexts. They will be carrying out administration work using well developed skills and drawing from a broad knowledge base in one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Coordinate information on international students' pastoral care needs	1.1. Report relevant information regarding potential and actual pastoral care requirements of student groups and individuals 1.2. Establish and promote organisational risk management strategies in relation to provision of pastoral care services 1.3. Administer and report on results of organisational surveys and assessments of international student expectations and needs 1.4. Ensure information is in line with relevant legislation, regulations and codes
2. Provide effective advisory services to students	2.1. Monitor own communication skills to ensure effectiveness of pastoral care advice for students from diverse cultural backgrounds 2.2. Coordinate work roles and responsibilities, and identify and assess resources for advising students 2.3. Consult relevant personnel in pastoral care specialisations to identify roles and services 2.4. Formulate support programs and services to meet international student needs 2.5. Manage grievance processes using organisational policy and procedures 2.6. Manage student information and records, for compliance with privacy and confidentiality standards 2.7. Schedule consultation and debriefing for and with, work colleagues
3. Ensure compliance with legislation, regulations, codes and organisational policies	3.1. Select and record information about relevant legislation, regulations and codes in relation to provision of pastoral care services 3.2. Select and record information about organisational policy and practices relating to provision of pastoral care services 3.3. Communicate information in relation to compliance with relevant legislation, regulations, codes and organisational policies and procedures, to clients and stakeholders 3.4. Monitor and report on implementation of policy and processes in relation to provision of pastoral care for students, to ensure compliance 3.5. Monitor compliance with standards applicable to the provision of pastoral care services 3.6. Recommend adjustments to organisational policies and procedures to appropriate organisational personnel
4. Manage information and resources relating to provision of pastoral care	4.1. Review information about and access to, international student support and pastoral care services 4.2. Consult appropriate pastoral care services external to the organisation 4.3. Manage resources for information to international students and other stakeholders 4.4. Make adjustments to formats and access to information, according to compliance and organisational requirements 4.5. Implement and review improvements to communication systems
5. Coordinate quality assurance processes for provision of pastoral care	5.1. Review trends in the provision and uptake of pastoral care services 5.2. Establish quality indicators and strategies for developing appropriate organisational student support programs 5.3. Conduct comparative reviews of student support programs across a range of organisations 5.4. Implement and promote improvements in student support and pastoral care provision 5.5. Survey student satisfaction with pastoral care services and report to appropriate organisational personnel

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders; to handle sensitive matters; to effectively gather, convey, receive and act on information; to use effective questioning and active listening techniques; to apply appropriate cross-cultural communication techniques, to overcome communication barriers, and to give and receive feedback initiative and enterprise skills to access and consult relevant people, and to manage compliance and risks associated with pastoral care provision learning skills to access and understand requirements of relevant legislation and regulations, particularly the Education Services for Overseas Students (ESOS) Act 2000 and subsequent amendments, and related legislation; Department of Immigration and Citizenship (DIAC) guidelines for international students under 18 years of age; child protection; occupational health and safety; and privacy and confidentiality literacy skills to gather and record information relevant to provision of pastoral care services; to interact with others and report on compliance and outcomes planning and organising skills to maintain an accessible contact list problem-solving skills to resolve issues and conflict, and to negotiate outcomes self-management skills to provide adequate and accurate information to students, and to plan and support provision of pastoral care services technology skills to use a computer and other office equipment to access, record and retrieve information relevant to pastoral care and related student services.
Required knowledge
aspects of pastoral care offered in a range of settings cross-cultural communication principles and protocols impact and influence of cultural difference on provision of pastoral care services international education workplace environment legislative and regulatory requirements governing overseas students studying in Australia under the auspices of an Australian organisation limitation of responsibility and own role parameters in coordinating pastoral care provision in relation to the roles of pastoral care specialisations both within and external to the organisation organisational policies and procedures own work role and team's work role position and work roles of organisational personnel requirements of education and training legislation student support services and systems such as learning support and counselling services types of issues that could concern international students such as: student wellbeing and welfare such as cultural adjustment, cross-cultural communications and expectations, illnesses, accidents, mental health problems, accommodation, financial matters, loneliness and isolation course-related issues such as student progress, access to services, English language and other support grievances and concerns such as assessment and marking concerns, bullying or intimidation, crimes, property and personal security issues compliance related issues such as non-attendance or insufficient attendance, visa non-compliance, interruption of studies staffing related issues such as professional limitation of staff responsibility and parameters of roles, staff performance, student/teacher workplace behaviour expectations, differentiation among staff roles and managing staff workloads, time and resources.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying and monitoring cross-cultural communication in the provision of pastoral care services in an international education context providing relevant information and quality advice about the provision of pastoral care services in relation to international education at the appropriate work role level coordinating, reviewing and improving the provision of pastoral care services in line with organisational policies, legislative and regulatory requirements knowledge of legislative and regulatory requirements governing overseas students studying in Australia.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports analysis of projects, case studies, completed records and reports developed by the candidate review of organisational risk management strategies established and promoted in relation to the provision of pastoral care services oral or written questioning to assess knowledge of impact and influence of cultural difference on the provision of pastoral care services evaluation of communication of compliance information in relation to clients and stakeholders review of reporting on student satisfaction survey with pastoral care services analysis of documentation reviewing trends in the provision and uptake of pastoral care services.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units customer service units.

Range Statement

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.
Student groups and individuals may include:	international students in: English Language Intensive Courses for Overseas Students (ELICOS) centres institutes and private colleges pre-university and bridging programs primary and secondary schools universities nationally based groups or other international student support organisations and groups students who could have specific support needs: first year students groups defined by religious or cultural background postgraduate students students identified as being at risk students under 18 years of age students with dependents
Relevant legislation, regulations and codes may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations ESOS Act, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality relevant state/territory tenancy Acts relevant state/territory education legislation and regulations relating to overseas student accommodation for under 18 year olds Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Pastoral care specialisations may include:	academic course advice accommodation advice and information, including homestay programs careers counselling chaplaincy services disability services financial advice international student advice language and learning support medical and health services residential advisory services student counselling
Standards applicable to the delivery of pastoral care services may include:	Australia Quality Training Framework (AQTF) Standards for Registered Training Organisations, the nationally agreed standards for vocational training and education - includes coverage of delivery and assessment, client services requirements and records National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students
Pastoral care services external to the organisation may include:	community support services such as interpreters ethnic support groups gambling and drug-related support services mental illness services religious groups telephone counselling emergency and crisis support services
Student support programs may include:	community links programs crime awareness and prevention programs cultural support programs first year support programs homestay programs orientation programs peer support and mentoring programs postgraduate programs pre-departure programs returning home programs spouse and dependent support programs

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU501A Facilitate international education compliance

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to facilitate legislative and regulatory compliance governing the operations of an international education organisation. This involves managing the review, development and implementation of compliance related policies and procedures. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals facilitating compliance within an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement organisational policies and procedures to facilitate compliance with legislation and regulations	1.1. Identify and correctly interpret legislative and regulatory requirements applicable to an international education organisation 1.2. Plan for and develop strategies to effectively manage legislative and regulatory compliance 1.3. Identify and apply organisational policies and procedures and systems to manage compliance 1.4. Communicate organisational policies and procedures, and legislative and regulatory requirements to relevant organisational staff, international clients and stakeholders 1.5. Gather and evaluate required information from internal and external sources, to ensure compliance with relevant legislative and regulatory requirements 1.6. Consult with relevant organisational staff to ensure compliance policies and procedures are circulated, understood and applied
2. Communicate with relevant stakeholders and bodies in relation to compliance with legislation and regulations	2.1. Communicate organisational monitoring and reporting processes across the organisation 2.2. Identify and apply effective communication strategies to facilitate implementation of processes 2.3. Agree on effective internal operational procedures for administering insurance and finance requirements 2.4. Consult external bodies in relation to issues arising from compliance with legislative and regulatory requirements
3. Ensure organisation's monitoring and reporting systems are applied	3.1. Record and report student monitoring and reporting information and statistics 3.2. Conduct regular evaluation of student monitoring and reporting systems 3.3. Consult with staff using monitoring and reporting systems to exchange information and to identify non-compliance 3.4. Document legislative and regulatory non-compliance, follow-up corrective action reports and regularly review organisational processes 3.5. Monitor and evaluate effectiveness of corrective action and report improvement suggestions in line with organisational policies and procedures
4. Resolve issues relating to compliance	4.1. Establish case management procedures for resolution of issues, observing protocols for client advocacy, privacy and confidentiality 4.2. Implement communication strategies for interaction with government agencies and other external bodies 4.3. Generate reports on progress of case management and other issues, and present to decision makers 4.4. Identify organisational policy and procedures improvement/s to ensure resolution of issues

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and other stakeholders; to consult and negotiate to solve problems and to resolve conflict initiative and enterprise skills to investigate compliance issues and to ensure referrals to relevant people and agencies learning skills to monitor trends in compliance requirements literacy skills to prepare reports for management team and key stakeholders numeracy skills to analyse trends in visa compliance and cancellations planning and organising skills to maintain relevant compliance records problem-solving skills to address improvement of compliance teamwork skills to work effectively with a range of people performing various roles technology skills to use a computer and other office equipment to access information, to produce documents and to communicate in an international education compliance context; to use the Provider Registration and International Student Management System (PRISMS) database.
Required knowledge
applicable aspects of the current Australian Quality Training Framework (AQTF) Standards for Registered Training Organisations compliance requirements for international education services as they relate to a frontline management work role and: organisational leadership and strategic management policy and procedures development and implementation management of international education-related information and communications, operations and records government agencies and their roles in Education Services for Overseas Students (ESOS) Act 2000 compliance related matters including Department of Immigration and Citizenship (DIAC) requirements monitoring and reporting processes mechanisms and requirements via PRISMS organisational processes and policies in relation to monitoring and reporting international student progress range of potential issues in relation to student visa compliance, and trends in student visa compliance and cancellations requirements for education providers under the ESOS Act, any subsequent amendments and regulations, and the Australian National Code staff roles in monitoring and reporting compliance in international education.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: maintaining current and accessible organisational information about legislative and regulatory compliance requirements communicating effectively and accurately with diverse groups and individuals in relation to international education-related legislative and regulatory compliance requirements knowledge of compliance requirements for international education services.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports analysis of projects, case studies, completed records and reports developed by the candidate review of strategies developed to effectively manage legislative and regulatory compliance oral or written questioning to assess knowledge of staff roles in monitoring and reporting compliance in international education review of documentation communicating organisational monitoring and reporting processes across the organisation review of evaluation of student monitoring and reporting systems evaluation of case management procedures established for resolution of issues.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units customer service units.

Range Statement

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.
Legislative and regulatory requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles ESOS Act, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Organisational policies and procedures may include:	international student-specific documented policies and procedures other organisational documented procedures, for example for facilitating events and program activities, for resolving grievances, for managing human and other resources
Relevant organisational staff may include:	academic staff admissions officers faculty managers international education-specific and general staff international student advisers marketing officers recruitment officers regional managers
International clients and stakeholders may include:	accommodation and homestay providers dependents of international students international students parents and significant others of international students recruitment agents
Monitoring may include:	accessing student progress data recording student attendance liaising with institutional staff to determine student progress meeting students on an individual basis to communicate legislative obligations monitoring ESOS Assurance Fund compliance monitoring processes under Section 5 of the ESOS Act monitoring processes under the AQTF Standards for Registered Training Organisations (RTOs), where applicable representing students, if necessary, on progress committees reviewing student progress
Reporting may include:	informing DIAC of student visa breaches through PRISMS processes to comply with registration requirements for RTOs, where applicable processes to comply with the organisation's Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS) registration using online systems such as PRISMS and student database systems
Insurance and finance requirements may include:	Australian Student Tuition Assurance Scheme overseas student health cover arrangements refund processes under legislative requirements and institutional policies student fees administration
External bodies may include:	DEST staff DIAC staff education and training accreditation and registration authorities families of international students overseas student health cover providers recruitment agents staff in other educational institutions
Case management procedures may include:	coordinating individual or group discussion to resolve student issues processes to assist a student to access internal or external support referring students to individuals with specialised roles and expertise to resolve issues

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU502A Manage international education issues and incidents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement policies and procedures for resolving issues and managing incidents that could arise in the international education environment with particular emphasis on compliance, risk management and continuous improvement. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are required to manage resolution of issues and critical incidents that could occur in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors of (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement policies and procedures for managing issues and incidents	1.1. Distinguish between day-to-day issues and incidents and the more serious issues and critical incidents that could occur in an international education organisation 1.2. Categorise possible organisational responses to the range of potential issues and incidents 1.3. Research and analyse issues and incidents data in an international education services context, and propose mechanisms for gathering reliable data on issues and incidents 1.4. Assess research data on issues and incidents to identify and evaluate organisational responses 1.5. Establish and implement organisational policies and procedures for managing the resolution of a range of potential issues and incidents 1.6. Undertake consultation periodically with relevant stakeholders regarding continued relevance of organisational policies and procedures that relate to issues and incidents
2. Communicate policies and procedures in relation to issues and incidents resolution	2.1. Identify relevant stakeholders and communicate organisational policies and procedures in relation to the treatment and resolution of issues and incidents 2.2. Seek feedback from relevant stakeholders on communicated policies and processes, and identify required action as appropriate 2.3. Communicate legislative and regulatory compliance requirements and any subsequent changes or amendments to relevant staff 2.4. Provide appropriate information and support to staff who have responsibility for issues and incidents resolution 2.5. Ensure debriefing opportunities by qualified personnel are available for those involved in any serious issue or critical incident
3. Facilitate and review compliance with organisational policies and procedures for dealing with and managing issues and incidents	3.1. Establish procedures to ensure compliance with organisational policies and procedures in relation to issues and incidents across organisation's operations 3.2. Establish processes and procedures for meeting legislative and regulatory compliance requirements in managing, issues and incidents resolution 3.3. Apply risk management processes and strategies to compliance requirements for dealing with and managing, issues and incidents resolution 3.4. Review and adjust compliance procedures on a regular basis, according to organisational policies and procedures for dealing with and managing, issues and incidents resolution
4. Resolve issues and incidents	4.1. Facilitate timely and appropriate response to issues and incidents in line with the seriousness of the issue or incident and with organisational policies and procedures 4.2. Use established reporting lines of communication in relation to issues and incident, and associated information requirements 4.3. Update records, files and other information sources in line with organisational policies and procedures regarding issues and incidents 4.4. Generate and present reports to decision makers on progress and outcomes of responses to issues and incidents 4.5. Follow-up with relevant personnel to ensure progress of resolution of issues or incidents 4.6. Ensure outcomes are agreed and signed off by personnel involved with issues and incidents resolution management, and any other parties to the resolution, in line with organisational requirements 4.7. Identify, document and implement required organisational policies and procedures improvement changes once issue or incident has been resolved

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders dealing with issues and incidents relevant to work role; to communicate policies and procedures within a team; to apply conflict resolution skills, including negotiation in issues resolution; to interact appropriately with the variety of people who may be involved; to record key facts and related information during resolutions of issues and incidents; to participate in staff debriefing processes initiative and enterprise skills to arrange staff schedules and activities literacy skills to accurately report, record and present research information and information about issues and incidents management skills to manage information and communication processes; to lead and manage others in resolving issues and incidents; to ensure correct implementation of policies and procedures; to identify and manage risks; to manage for quality including reviewing and adjusting policies planning and organising skills to maintain relevant records, particularly files dealing with issues and incidents; to ensure availability of adequate resources; to refer to appropriate people or agencies problem-solving skills to investigate and resolve problems which could arise in providing information to stakeholders; to assist others to resolve issues research skills to conduct information research; to source, collect, analyse and evaluate data self-management skills to remain calm and controlled under pressure, to set and maintain boundaries, and to prioritise own activities technology skills to use technology appropriate to an issue and incident resolution context, such as communication technologies.
Required knowledge
relevant legislative and regulatory requirements organisational development and behaviour, and human behaviour and responses to issues and incidents organisational structure and relationship of functions in an international education organisation principles and practices of quality management as they relate to managing issues and incidents in an international education organisation including: continuous improvement client service, leadership and strategic management policies and procedures development and implementation information and communication provision management of operations, resources, people and records risk identification and management recognising own roles and responsibilities in the following types of incidents: reporting crime, injury, serious or contagious illness or death delivering sensitive information dealing with academic difficulties or failure, breaches of confidentiality, unexplained absence of students, harassment, threats to personal safety and health problems types of issues that could occur in an international education organisation including: student wellbeing and welfare such as cultural adjustment, cross-cultural communications and expectations, illnesses, accidents, mental health problems, accommodation, financial matters, loneliness and isolation course-related issues such as student progress, access to services, English language and other support grievances and concerns such as assessment and marking concerns, bullying or intimidation, crimes, property and personal security issues compliance related issues such as non-attendance or insufficient attendance, visa non-compliance, interruption of studies staffing related issues such as professional limitation of staff responsibility and parameters of roles, staff performance, student/teacher workplace behaviour expectations, differentiation among staff roles and managing staff workloads, time and resources.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: establishing, implementing and improving policies and procedures to manage the range of possible issues and incidents in an international education organisation resolving issues and incidents using appropriate cross-cultural and other communication strategies, negotiation and communication skills, and undertaking appropriate consultation and reporting knowledge of relevant legislative and regulatory requirements.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate manages issues and critical incident resolution analysis of projects, case studies, completed records and reports developed by the candidate review of communication of organisational policies and procedures for managing the resolution of a range of potential issues and incidents oral or written questioning to assess knowledge of risk identification and management review of information provided to staff who have responsibility for issues and incidents resolution observation of presentation of reports to decision makers on progress and outcomes of responses to issues and incidents.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Day-to-day issues may include:	academic or educational progress accommodation and welfare cultural adjustment illness non-compliance situations student finances training and assessment work role
Day-to-day incidents may include:	conflict harassment (for example, racial or sexual) need to deliver sensitive information non-compliance situations theft unexplained student absence
Serious issues may include:	academic failure accommodation including conflict and lack of accommodation health issues including mental or physical illness need to deliver serious and sensitive information, for example relating to family non-compliance unresolved or critical grievance
Critical incidents may include:	accidents critical, serious or contagious illness death disappearance of students incidents involving mental health problems serious crime affecting clients or co-workers
Organisational policies and procedures may include:	international student-specific documented policies and procedures in relation to dealing with issues and incidents other organisational documented procedures, for example for resolving grievances, for communicating with clients, for managing human and other resources
Organisational policies and procedures for managing the resolution of a range of potential issues and incidents must include:	communication channels reporting lines
Relevant stakeholders may include:	agents consular staff government or agency personnel homestay providers organisation personnel parents students
Legislative and regulatory compliance requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection ESOS Act, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training OHS privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Risk management processes and strategies may include:	risk management and control measures could include: coaching and training staff communicating legislative and regulatory requirements developing compliance strategies undertaking a structured process that identifies possible risks, assesses the likelihood and consequences of risks, and identifies effective control measures

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU503A Manage international student recruitment and selection

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the recruitment and selection of international students for an international education organisation, including marketing the organisation's services and reviewing and improving marketing and selection activities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with recruitment and selection roles in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Manage schedules for marketing and recruiting international students	1.1. Consult with individuals, groups and agencies in planning recruitment activities and events 1.2. Develop schedules for recruitment activities and events 1.3. Develop and manage resources and information for recruitment activities and events 1.4. Disseminate collated information to relevant colleagues in work unit and organisation
2. Establish and apply procedures for assessing applications from prospective international students	2.1. Establish and manage procedures for assessing applications from prospective international students 2.2. Record, securely store and regularly update information relating to applications from prospective international students, in line with organisational policies and procedures 2.3. Develop systems for maintaining contact details of relevant individuals, groups and agencies to ensure ease of access 2.4. Collate, manage and use information relating to comparative educational systems and processes
3. Establish and maintain agent and client networks for use in international student recruitment	3.1. Locate international education recruitment agents and clients using and applying information from a range of sources 3.2. Evaluate and validate professional credentials for international education recruitment agents and clients 3.3. Identify appropriate communication protocols and strategies and apply in interactions with international education recruitment agents and clients 3.4. Develop, manage and review agreements and contracts for international education recruitment agents and clients on a regular basis 3.5. Communicate protocols for communication and agreements with international education recruitment agents and clients to relevant personnel
4. Develop international student recruitment and selection plans and strategies	4.1. Develop and review recruitment and selection budgets, in line with organisational policies and procedures 4.2. Organise recruitment activities and events, and apply forward planning strategies 4.3. Apply appropriate communication strategies in providing information to clients and colleagues 4.4. Assess written material for compliance with legislative and regulatory requirements and make required adjustments 4.5. Assess effectiveness of recruitment and selection activities against targets and make required adjustments to plans 4.6. Provide reports on recruitment and selection processes, activities and outcomes to relevant personnel
5. Manage quality of international student recruitment and selection services	5.1. Identify and follow relevant codes of practice in recruitment and selection of international students, and in conducting associated marketing activities 5.2. Manage organisational policies and procedures for assessment of overseas qualifications and credentials 5.3. Follow procedures for monitoring validity and authenticity of prospective international student entry requirement documentation 5.4. Regularly review recruitment and selection services provided by work unit and make adjustments to meet client expectations 5.5. Maintain accurate and complete records 5.6. Apply risk management strategies for recruitment and selection of international students 5.7. Manage work unit briefings and professional development for recruitment and selection of international students

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers, education agents and other stakeholders involved in student selection; to develop communications with clients and agents from a range of countries and cultural backgrounds; to effectively gather, convey, receive and act on information and advice; to handle sensitive issues and matter initiative and enterprise skills to contribute to marketing activities including managing the cost effectiveness of marketing strategies literacy skills to identify, record and process information from a range of sources and to integrate informationinto reports and presentations management skills to manage: compliance within relevant legislative and regulatory frameworks contracts events and activities in a culturally diverse environment international student recruitment and selection processes quality particularly in planning, reviewing and reporting on marketing, recruitment and selection processes planning and organising skills to source and select information relevant to the task self-management skills to manage own work and the work of others teamwork to lead and participate in teams technology skills to use the internet to research information.
Required knowledge
assessment and application procedures for relevant education and training qualifications English language requirements and competencies for international student entry examples of best practice from a range of sources international student issues such as adjustment and transition processes of students, and available internal and external student services and systems marketing protocols and codes of practice online sources of information, and country and cultural information principles applying to the development and production of marketing and recruitment materials relevant international and domestic educational systems, processes and qualifications relevant legislation, regulations and codes of practice particularly those pertaining to trade practices, contracts and consumer protection requirements for education providers under the Education Services for Overseas Students (ESOS) Act 2000 and any subsequent amendments and regulations, and the Australian National Code roles and responsibilities of designated work roles in international education sources of professional development opportunities trends in international education including student experience and outcomes, statistics and analysis.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: implementing and managing compliant marketing, recruitment and selection policies and procedures managing marketing, recruitment and selection activities, records and associated agreements and contracts in relation to prospective international students knowledge of relevant legislation, regulations and codes of practice.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate manages international student recruitment and selection processes observation of demonstration of techniques in developing resources and information for recruitment activities and events analysis of projects, case studies, completed records and reports developed by the candidate review of procedures established for assessing applications from prospective international students review of schedules developed for recruitment activities and events analysis of recruitment and selection budgets oral or written questioning to assess knowledge of principles applying to the development and production of marketing and recruitment materials.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Recruitment activities and events may include:	dissemination of materials in formats including websites and brochures exhibitions hosting clients and agents informal and formal meetings with recruitment agents and clients information sessions with recruitment agents interviews with prospective international students and/or their families overseas or domestic events related to marketing of institutions and courses
Procedures for assessing applications may include:	accessing current information and advisories relating to documentation and educational qualifications assigning roles and responsibilities maintaining databases about overseas credentials and educational systems procedures for monitoring validity and authenticity of application and entry documentation referring to existing standards of overseas qualifications and acceptance in Australian institutions
Relevant individuals, groups and agencies may include:	alumni organisations and student organisations Australian diplomatic staff clients colleagues consulates and delegations Department of Education, Science and Training (DEST) Department of Immigration and Citizenship (DIAC) faculty management staff international education agencies such as IDP Education Australia international education office staff international student support staff professional associations recruitment agents state/territory and commonwealth government international education departments and divisions state/territory education departments and training authorities supervising officers
International education recruitment agents and clients may include:	agents recruiting overseas students international education counsellors and advisors overseas companies overseas government agencies personnel at overseas educational organisations
Information from a range of sources may include:	academic research relating to international education Australian National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students cultural information describing educational practice in source countries ESOS Act examples of programs and activities to support international students information describing cultural practices in source countries market intelligence for source countries organisational policies and procedures overseas student health cover information records of work practice in own and other organisations statistics and reports relating to international education
Relevant personnel may include:	board or committee of management chief executive officer institute council senior level managers team and managers
Legislative and regulatory requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Act, subsequent amendments and related legislation ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as DEST, DIAC, Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Records may include:	information relating to comparative education systems internal organisational documents marketing information online databases records of discussions with colleagues and prospective international students reports, publications, conference papers, training sessions attended or presented strategic planning documents student records including records required under legislation and regulations
Professional development may include:	conferences lectures mentoring activities seminars staff exchanges workshops

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU504A Manage international education and training processes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage educational and training processes and performance in an international education organisation in relation to compliance with legislation, regulations and standards. It covers managing information provision, resources and records to support delivery of education and training programs in one or more educational sectors. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals managing international education and training processes and performance. They will be working in the administration of education programs and projects in one or more international education sectors (schools, vocational education and training, English language training organisations, vocational training and education, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Facilitate compliance with legislative and regulatory requirements	1.1. Manage compliance with legislative and regulatory requirements in relation to application and enrolment processes for international students 1.2. Manage compliance with legislative and regulatory requirements and standards that apply to the provision of international education and training 1.3. Review and develop organisational policies and procedures for education and training processes and delivery with reference to relevant legislative and regulatory requirements, codes and standards 1.4. Identify risk factors and controls, and manage risk in delivery of organisation's education and training programs
2. Manage provision of education and training information and services for international students	2.1. Manage information provision in relation to education and training courses and services, and address consequent information needs of international students 2.2. Manage processes for updating education and training information through the organisation's processes 2.3. Manage strategies to ensure the adequacy and effectiveness of international student study support through organisation's processes
3. Manage provision of and access to education and training resources for international students	3.1. Monitor provision of student facilities to ensure they are in accordance with relevant standards 3.2. Monitor use of organisation's facilities that support learning and assessment in relation to their efficiency, availability, economy and maintenance 3.3. Manage and monitor provision of equipment, materials, learning and assessment resources for students in conjunction with relevant personnel to ensure currency, relevance and adequacy of resources and compliance with organisational policies and relevant standards 3.4. Develop forward estimates in relation to financing education and training programs, within work role parameters 3.5. Monitor, review and adjust budgets to ensure economic viability of education and training program delivery, within work role parameters 3.6. Disperse financial allocations in accordance with organisational policies, and rationalise and account for procedures and expenditure, within work role parameters
4. Review and develop teaching and training practices for international students	4.1. Review teaching and training practices in accordance with organisational policies and procedures 4.2. Assess periodically, the outcomes of teaching and training practices and evaluate against organisational client services objectives 4.3. Support consultation with staff and students regarding individual progress, and identify and address emerging needs 4.4. Review administrative support for organisation's education and training programs, and recommend improvements to higher level management 4.5. Monitor resourcing of education, training and administration functions to facilitate best practice outcomes from organisation's education and training programs 4.6. Identify staff professional development needs against organisation's skill set to meet organisational education and training objectives 4.7. Undertake mentoring to guide and support staff, and to encourage and facilitate professional development or training
5. Review and manage education and training record keeping for international students	5.1. Establish or develop a compliant record management system for completion and storage of education and training records, and review to ensure its efficiency and compliance 5.2. Facilitate compliance in relation to developing and implementing student learning and assessment requirements 5.3. Monitor awards documentation and registers for accuracy and compliance with organisational policies and standards 5.4. Manage staff and student information and records for compliance with privacy and confidentiality, legislation and standards 5.5. Monitor administrator scheduling of learning and assessment related activities, including accurate and timely communication of schedules and changes 5.6. Monitor student fees processes to facilitate compliance with standards 5.7. Record, report and rectify non-compliance in relation to documents and records according to organisational policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders; to provide appropriate and accurate information to relevant people initiative and enterprise skills to access and consult relevant personnel; to establish organisational policies and procedures for education and training delivery literacy skills to record information accurately and to prepare professional reports management skills to: manage work activities of others and review performance lead a team, mentor, coach and train others or facilitate coaching or training manage education and training resource development and provision, education and training records, student education and training services ensure compliance with organisational policies and procedures, and external standards manage risk, manage for quality and manage change planning and organising skills to review and maintain records; to comply with legislation, regulations and standards problem-solving skills to negotiate and resolve problems in the international education context; to review and adjust policy and procedures with others self-management skills to reflect on and improve own work skills and performance; to respond appropriately in difficult situations technology skills to maintain an accessible contact list.
Required knowledge
application of policies and procedures, and observance of relevant legislation and regulatory requirements and organisational policies and procedures in an international education services environment client services standards education and training management principles and practices including applicable Australian Quality Training Framework (AQTF) Standards, use of nationally endorsed Training Packages and competencies, records and awards requirements, positions and work roles leadership and mentoring approaches, and principles and practices of continuous improvement limitation of responsibility regarding compliance (staff role parameters) student education and training support services and resources management processes and roles e.g. learning support services, pastoral care services, budgeting, report writing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: managing faculty or section staff, resources, records to support delivery of education and training programs facilitating compliance and rectifying non-compliance with relevant legislation, regulations and standards for delivery of education and training knowledge of relevant legislation and regulatory requirements.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate manages international education and training processes analysis of projects, case studies, completed records and reports developed by the candidate review of forward estimates developed in relation to financing organisational education and training programs oral or written questioning to assess knowledge of education and training management principles and practices evaluation of review of administrative support for organisation's education and training programs review of documentation recording, reporting and rectifying non-compliance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Legislative and regulatory requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations Education Services for Overseas Students (ESOS) Act 2000, and subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Act Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Standards may include:	Australian Standards relevant to industry training conducted by the international education organisation AQTF Standards for Registered Training Organisations (quality assurance mechanism for vocational education and training sector) competency standards in endorsed Training Packages being provided by international education organisation standards for teaching English to international students such as those developed by the National ELT Accreditation Scheme (NEAS)
Resources may include:	financial resources such as budget allocations to support education and training programs human resources such as teaching and training staff, administration staff to support education and training program delivery physical resources such as adequate physical space, learning and assessment materials, recreational facilities, resources related to religious and cultural observance and requirements
Relevant personnel may include:	administrative support personnel directors external writers or learning/assessment materials developers faculty managers managers supervisors teachers, trainers, tutors
Student learning and assessment requirements may include:	developing learning and assessment strategies and individual assessment plans integrity of assessments and records of learning and assessment events sufficiency and authenticity of assessments including submitted work validity of assessment tools and processes
Awards may include:	Australian Qualifications Framework (AQF) qualifications Statement of Attainment/s awarded on achievement of an individual unit/s of competency qualifications awarded in accordance with relevant legislation and standards

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU505A Manage international client accommodation services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage and support the provision of accommodation services for a range of international clients, ensuring compliance with relevant legislation and regulations in relation to accommodation services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals managing client accommodation services for a range of international clients in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Manage communication and information in relation to accommodation for international clients	1.1. Define and document roles and responsibilities in relation to accommodation services for international clients in an international education organisation 1.2. Identify appropriate accommodation options for international clients 1.3. Identify and communicate accommodation services policy and procedures to international clients and other stakeholders 1.4. Consult with international clients and other stakeholders about accommodation needs 1.5. Identify and record details of accommodation needs of individual international students 1.6. Make available current information on appropriate accommodation options including details of facilities and services of accommodation providers 1.7. Establish and implement processes for dissemination, review and update of accommodation-related information 1.8. Evaluate changing needs and lifestyles of international clients and associated accommodation requirements, and provide appropriate advice
2. Implement organisational policies and procedures for managing accommodation for international clients	2.1. Examine and evaluate accommodation policies 2.2. Establish procedures for managing accommodation in view of trends in international client demand 2.3. Establish procedures for determining and reviewing suitability of appropriate accommodation options to meet the needs of a range of international clients 2.4. Identify and implement improvements for policies and procedures, as approved in line with organisational procedures
3. Manage accommodation placements for international clients	3.1. Establish and implement processes to compile and maintain accurate information about appropriate accommodation options to meet the needs of a range of international clients 3.2. Discuss options with clients and colleagues, and arrange visits to accommodation providers including pre-placement visits 3.3. Establish processes for feedback from international clients, providers and staff on suitability and quality of accommodation services and facilities 3.4. Implement procedures to monitor and supervise accommodation facilities as applicable 3.5. Receive and act on reports on accommodation services and facilities, and disseminate reports according to organisational policies and procedures
4. Facilitate legislative compliance by staff, providers and clients regarding accommodation for international clients	4.1. Make available relevant legislative documents to accommodation providers, international clients and staff as required 4.2. Prepare presentations to accommodation providers in relation to their obligations under relevant legislation 4.3. Establish processes for assessing accommodation provision for clients under 18 years of age 4.4. Ensure policy and grievance procedures are compliant with relevant legislative and regulatory compliance requirements, and clearly communicated to international clients, accommodation providers and staff 4.5. Establish strategies for the continuous improvement of accommodation services

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders initiative and enterprise skills to: contribute to improvement of organisational procedures and policies work within relevant legislative and regulatory frameworks make appropriate referral to external agencies and groups follow complaints procedures, deal sensitively with clients and participate in complaint and conflict resolution processes, ensuring that the processes comply with legislation and organisational policies effectively liaise with external and internal, clients and stakeholders learning skills to interpret relevant legislation, codes and regulations literacy skills to prepare reports and documents for relevant stakeholders negotiation and conflict management skills planning and organising skills to develop, review and disseminate accurate accommodation provider lists; to facilitate regular effective visits to providers problem-solving skills to resolve problems in managing and providing accommodation services self-management skills to manage own work and the work of others for accommodation services provision; to manage time and client appointments teamwork skills to lead a team and to review procedures in cooperation with other team members technology skills to manage accommodation information databases.
Required knowledge
culturally appropriate requirements in accommodation options to meet cultural preferences in food preparation, hygiene and lifestyle insurance needs appropriate to accommodation options legislation governing welfare for students under 18 years of age management principles and practices and client services standards in an international education organisation context processes for dealing with accommodation issues and conflict range of accommodation options appropriate to particular international clients responsibilities of supervisors of accommodation and institutional managers sources of cultural or language-based assistance tenancy legislation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: informing clients about and providing appropriate accommodation options for international clients ensuring culturally appropriate provision of accommodation demonstrating protocols for client advocacy, privacy, confidentiality and dealing appropriately with grievances and conflicts knowledge of legislation governing welfare for students under 18 years of age and tenancy legislation.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate manages international client accommodation services analysis of projects, case studies, completed records and reports developed by the candidate review of documentation recording accommodation needs of individual international students oral or written questioning to assess knowledge of culturally appropriate requirements in accommodation options to meet cultural preferences in food preparation, hygiene and lifestyle review of procedures established for managing accommodation review of documentation outlining action taken on reports received on accommodation services and facilities evaluation of strategies established for the continuous improvement of accommodation services.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
International clients may include:	accommodation providers dependants of international students international student recruitment agents international students visiting staff in colleges, schools and universities visiting parents or significant others of international students
Appropriate accommodation options may include:	accommodation provided and managed by education providers boarding house accommodation homestay accommodation hostel accommodation independent rental accommodation other options e.g. short-term volunteering by accommodation hosts supervised accommodation for international students under 18 years of age
Relevant legislative documents may include:	copies of, or documented hyperlinks to, relevant legislation, regulations and codes listed below plain English summaries of requirements of legislation and regulations
Relevant legislative and regulatory compliance requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations Education Services for Overseas Students (ESOS) Act 2000, and subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality relevant state/territory tenancy Acts relevant state/territory education legislation and regulations pertaining to overseas student accommodation for students under 18 years of age Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU506A Facilitate international education events and programs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to facilitate, contribute to, support, and monitor events and programs in an international education environment. It includes making presentations at international education events and contributing to a range of related program activities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who manage and facilitate a range of international education events and programs in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Make event and program decisions	1.1. Research industry and organisational needs for events and programs 1.2. Consult clients and stakeholders for ideas and to establish priorities for events and programs 1.3. Make decisions on proposed event and program with relevant personnel based on identified requirements and financial viability 1.4. Establish and clarify with team, role of team members and work roles 1.5. Determine and schedule events and programs to be presented over an agreed period 1.6. Conduct risk assessment and apply risk management strategies in relation to specific events and programs
2. Develop a strategic plan for international education events and programs	2.1. Refer to organisational policies and procedures for involvement in international education events and programs 2.2. Apply cross-cultural communication strategies in planning events and programs 2.3. Establish and confirm dates for specific events and programs 2.4. Plan for activities and include events planning within the strategic or other overarching organisational plan 2.5. Arrange required contracts and insurance with relevant personnel, monitoring progress and finalisation 2.6. Communicate to relevant personnel and ensure compliance with, relevant legislation, regulations and codes applicable to events and programs, including in relation to occupational health and safety (OHS) and security
3. Allocate resources for specific events and programs	3.1. Identify or appoint coordinators and development and delivery teams to be involved in specific events and programs 3.2. Clarify and record coordinator and team roles in relation to specific event or program 3.3. Consult with relevant personnel and key stakeholders for input into plans for specific event or program 3.4. Ensure specific events and programs are planned by selected teams, under appropriate leadership as appointed 3.5. Identify required information, check specific plans and ensure resource requests from teams are fulfilled 3.6. Ensure plans are approved and resources allocations made
4. Monitor preparations for events and programs	4.1. Identify and apply organisational approval processes for inclusion of, and contact with, key stakeholders in a range of roles for events and programs 4.2. Receive reports regarding contact and arrangements made with and for, relevant clients and other stakeholders 4.3. Provide assistance and support to coordinators and teams during the preparation phase 4.4. Provide assistance and support to marketing personnel in relation to promotional activities 4.5. Monitor resources provision and use by team for specific events and programs through meetings and organisational reporting processes
5. Facilitate and deliver presentations for events and programs	5.1. Prepare own and others' presentations for delivery at specific event or program 5.2. Approve others' presentations for delivery at events and programs 5.3. Deliver presentations at events and programs, in relation to international education 5.4. Receive feedback on presentations and review performance of self and others to improve delivery
6. Facilitate and monitor events and programs	6.1. Monitor on time provision of required materials and equipment to clients and other stakeholders at specified destinations 6.2. Monitor compliance with relevant legislation, regulations and codes in relation to the provision and distribution of goods and information 6.3. Manage communication and process flow to ensure on time supply and receipt of required resources to specified persons and destinations 6.4. Monitor activities to facilitate supply of information and smooth flow of presentations during events and programs 6.5. Monitor, and facilitate where necessary, assistance and support to clients and other stakeholders during events and programs 6.6. Make decisions and communicate to relevant personnel regarding departure from regular practices to meet contingencies arising during events and programs
7. Facilitate continuous improvement processes for events and programs	7.1. Monitor compliance with organisational policies and procedures for planning and conducting events and programs 7.2. Establish communication and reporting lines to inform relevant personnel regarding progress and outcomes 7.3. Facilitate evaluation of client and other stakeholder satisfaction regarding processes and outcomes 7.4. Use feedback from clients and stakeholders to promote continuous improvement in planning and conducting events and programs 7.5. Make adjustments to work practices and organisational policies and procedures for planning and conducting events and programs, in line with organisational procedures

Required Skills and Knowledge

Required knowledge
financial administration related to contract receipts and payments internal and external clients, presenters and support persons involved in managing and participating in events and programs international education industry environment legislative and regulatory compliance issues in relation to facilitating international education events and programs e.g. developing contracts, supplying goods and services and consumer protection, OHS, Education Services for Overseas Students (ESOS) Act 2000 and associated codes resource requirements for international education events and programs, information provision and distribution strategies risk management stakeholders in international education events and programs types of contracts applicable to an international education organisation, contractual and legal agreement documentation, parties to contracts types, purposes and formats of international education events and programs.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying appropriate cross-cultural communication skills and knowledge in facilitating international education events and programs coordinating, planning, facilitating and managing international education events and programs knowledge of legislative and regulatory compliance issues in relation to facilitating international education events and programs.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate facilitates events analysis of projects, case studies, completed records and reports developed by the candidate review of research into industry and organisational needs for events and programs review of contracts and insurance arranged observation of presentations delivered at events and programs oral or written questioning to assess knowledge of resource requirements for international education events and programs evaluation of assistance and support provided to coordinators and teams during the preparation phase evaluation of decisions made and communicated to relevant personnel regarding departure from regular practices to meet contingencies arising during events and programs.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Events and programs may include:	briefings and social activities for student pre-departure careers fairs, events and exhibitions cultural festivals and religious celebrations e.g. Chinese New Year, Diwali functions for welcoming agents and clients to the country graduation and alumni events, dinners, award ceremonies internal open days and information days memorial services multicultural days and activities orientation sessions overseas exhibitions and agent briefings professional development orientation sessions, workshops, seminars, conferences professional network events recreational, social and educational activities religious observances social events connected to specific groups such as postgraduate dinners trips and tours various forums for disseminating information visits to other international education organisation's open days and information days
Clients and stakeholders may include:	internal clients such as section, department or faculty staff international students other clients of the organisation such as parents of students, homestay providers, consular staff, overseas agents, government and private organisations, departments and agencies, other educational organisations
Relevant personnel may include:	coordinators, managers in some cases, the presentation audience other stakeholders involved with facilitating events and programs team members
Work roles may include:	coordinating and managing the work of others participation in a management team participation in an event or program team
Planning for activities includes considering:	contingencies financial and resource allocations marketing and operational strategies resources
Relevant legislation, regulations and codes may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations ESOS Act, subsequent amendments and related legislation consumer legislation such as that relating to trade practices employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training OHS privacy and confidentiality Transnational Quality Strategy (2005) quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Information may include:	information for students, staff, agents, presenters, support persons and other stakeholders covering: contact lists and details of students, personnel, participants organisational, educational, social, tourist and environmental information program activities programs, timetables, schedules and details for event presentations and delivery relevant legislative, regulatory, standards information, including for OHS and security travel information and advisories information specific to agents and other clients: course and campus information educational standards and qualifications English language requirements for prospective applicants fees, refunds and grievance procedures government guidelines and regulations relating to the ESOS Act marketing and recruitment information partner institution information student services information study tour schedules and agreements travel schedules updated agreements and renewals of contracts information specific to conference, seminar or workshop facilitators, presenters, attendees and support personnel including: available resources contacts event and program details including times, dates and venue papers and presentation or facilitation requirements
Presentations may include:	audio or video taped presentations face-to-face delivery information reports at team meetings OHS workplace requirements orientation information presentation software or other presentation materials and electronic equipment program information

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU507A Manage transnational offshore education programs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage transnational offshore education programs including partnerships, twinning programs, and exchange and study abroad agreements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who manage transnational offshore education programs in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Manage strategic plans to establish transnational offshore education programs	1.1. Develop and seek approval for strategic plans and protocols for working in transnational offshore education programs 1.2. Identify potential groups and partners with whom transnational offshore education programs could be developed, and analyse the suitability of a range of programs 1.3. Identify risk factors and entry and exit strategies, and incorporate these into strategic plans for transnational offshore education program promotion and delivery 1.4. Propose budgets and financial models for transnational offshore education program promotion and delivery, and agree with organisational stakeholders 1.5. Establish and review procedures for establishing, managing and evaluating transnational offshore education programs
2. Establish and develop relationships with offshore clients and partners	2.1. Manage consultation and negotiation with potential international clients and partners 2.2. Monitor correspondence and follow-up action with international clients and partners 2.3. Arrange meetings and interviews with current and prospective international clients and partners 2.4. Manage records of discussions and correspondence with international clients and partners 2.5. Develop plans for ongoing relationship management with international clients and partners
3. Develop and review contracts and agreements for transnational offshore education program delivery	3.1. Apply risk management processes to contracts and agreements with regard to transnational offshore education programs 3.2. Review and manage contracts related to transnational offshore education programs, according to organisational policies and relevant legislation, regulations and codes 3.3. Seek and use, advice in developing and managing contracts related to transnational offshore education programs 3.4. Adapt contracts and agreements to a range of transnational offshore education program delivery functions
4. Develop and promote transnational offshore education programs to clients and stakeholders	4.1. Provide information about transnational offshore education programs to clients and stakeholders 4.2. Adapt methods of promotion for transnational offshore education programs for a range of clients and stakeholders 4.3. Include relevant organisational staff in consultation and negotiation about delivery methods and arrangements for transnational offshore education programs 4.4. Review client services delivery for transnational offshore education programs and incorporate results in forward planning strategies 4.5. Develop improvement strategies for transnational offshore education programs and communicate to clients and stakeholders 4.6. Manage access to and use of, information and services with regard to transnational offshore education programs 4.7. Identify and implement improvements to communication processes in transnational offshore education programs
5. Manage infrastructure and operations for transnational offshore education programs	5.1. Propose and develop models for service and transnational offshore education program delivery 5.2. Develop client services to meet client and stakeholder needs in transnational offshore education program delivery 5.3. Develop and manage operational procedures and protocols for transnational offshore education programs 5.4. Apply financial models to delivery of transnational offshore education programs 5.5. Survey client satisfaction on processes and outcomes of transnational offshore education programs and make recommendations for improvements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders; to consult with diverse international clients and to manage relationships; to negotiate and manage conflict in difficult and complex situations initiative and enterprise skills to work effectively with others in offshore settings learning skills to understand and comply with relevant legislation, regulations and standards literacy skills to record and report information accurately planning and organising skills to manage administrative functions and performance; to plan and deliver transnational offshore education program support within relevant organisational policies and procedures problem-solving skills to solve problems with transnational offshore education; to review and manage contracts and agreements self-management skills to manage own work and the work of others; to provide appropriate, adequate and timely information to relevant people technology skills to use technology for transnational offshore education communication in work role.
Required knowledge
business planning and financial models relevant to transnational offshore education programs; international banking principles and practices, and methods for transfer of funds internationally characteristics of transnational offshore education programs and educational trade practices client services standards impact and influence of culture on offshore education and training delivery intellectual property rights and issues, and copyright legislation legal liability in contracts and agreements legislative and regulatory requirements limitations of responsibility in dealing with offshore partners methods for promoting programs to offshore partners online delivery and communication methods organisational policies and procedures relating to offshore partnerships principles of transnational offshore education program development and delivery protocols for dealing with incidents in offshore locations responsibilities of working with staff in offshore settings student and staff support services and systems e.g. learning support, counselling and interpreting services in offshore settings support systems and procedures in receiving countries and institutions technology relevant to promotion, delivery and management of transnational offshore education programs, and managing associated projects (including adjusted technology for people with a disability, where required) technological requirements and support mechanisms in online delivery.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing and managing transnational offshore education contracts and agreements applying effective cross-cultural communication skills in relation to international education activities managing administration of transnational offshore education programs in line with Australian and international legislation, and organisational policy guidelines knowledge of business planning and financial models relevant to international education programs.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate manages transnational offshore education programs analysis of projects, case studies, completed records and reports developed by the candidate oral or written questioning to assess knowledge of characteristics of international education programs and educational trade practices review of analysis of the suitability of a range of international education programs review of risk factors and entry and exit strategies incorporated into strategic plans for international education program promotion and delivery review of information provided to clients and stakeholders about international education programs evaluation of operational procedures and protocols developed for international education programs.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Transnational offshore education programs may include:	associated projects exchange and study abroad agreements franchises offshore or cross-border education and training programs conducted 'in a country other than Australia by an Australian-approved provider, where the delivery includes a face-to-face component' (Transnational Quality Strategy, 2005) partnerships twinning programs
International clients and partners may include:	accredited providers contractors education and training organisations (all sectors) in countries other than Australia franchisees overseas corporations overseas government agencies
Contracts may include:	agreements for one-off or ongoing supply of goods or services electronic or paper-based agreements formal agreements with Australian or overseas individuals, contractors, corporations, individuals and government agencies
Relevant legislation, regulations and codes may include:	applicable legislation in offshore settings current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations Education Services for Overseas Students (ESOS) Act 2000, subsequent amendments and related legislation consumer legislation such as that relating to trade practices employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations government policy on educational trade in countries where transnational offshore education programs are conducted such as Free Trade Agreements (FTAs) and General Agreement on Trade and Services (GATS) quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Client services may include:	cross-cultural training for staff and other clients staff support for relocation and family services support for development of program materials support for students taking offshore programs technological back-up for programs conducted internationally

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU508A Manage international education financial and administrative processes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide sound financial and administration management across a range of functions in an international education organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who manage finances and administration for educational programs in an international education provider context. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational training and education, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement policies and procedures for managing finance and administration	1.1. Identify and contribute to the development of policies and procedures for managing finance and administration 1.2. Apply risk assessment and risk management strategies to managing finance and administration 1.3. Manage finance and administration compliance with organisation policy and procedures and relevant legislation, regulations and codes 1.4. Establish and follow communication processes to give and receive information, including the production of finance and administration reports 1.5. Consult with work and management teams, and other relevant stakeholders in relation to decision making on finance and administration matters 1.6. Review, monitor and implement agreed changes to finance and administration management, in line with organisational policies and procedures
2. Contribute to financial plan development and implementation	2.1. Interpret and apply organisational strategic plan to finance and administration planning and management, in a team environment 2.2. Consult with relevant personnel to gather information for input into financial plan 2.3. Develop financial plan with management team 2.4. Present financial plan for approval, in line with organisational policies and procedures 2.5. Implement approved financial plan 2.6. Periodically review financial plan's accord with organisational objectives and outcomes, and gain approval for adjustments, in line with organisational policies and procedures
3. Source and contribute to the management of financial and funding allocation	3.1. Identify sources of finances and funds 3.2. Identify organisational financial requirements with work and management teams 3.3. Monitor negotiation, financing and funding of contracts, and implement contract processes to finalisation 3.4. Manage finance of the organisation in a team environment, according to organisational procedures and relevant legislation, regulations and codes 3.5. Provide financial reports to relevant personnel, in line with organisational policies and procedures
4. Monitor administration of the accounting function	4.1. Contribute to the establishment of procedures for the financial transactions of an international education organisation, including employee remuneration and contract payments 4.2. Monitor implementation of finance and administration procedures 4.3. Consult with relevant stakeholders with respect to complying with legal requirements for accounting 4.4. Contribute to financial accounting reports produced and presented, in line with organisational procedures
5. Manage student admission processes and fee records	5.1. Monitor admissions processes to ensure compliance with relevant legislation, regulations and codes and organisational policies and procedures 5.2. Monitor accurate completion of admissions documents and database entries, tracking deficiencies and ensuring rectification where required, to meet compliance requirements 5.3. Review admissions policies and procedures to identify ongoing improvements 5.4. Check clients' agreed fee instalments and payment schedules against receipt documents and dates, to facilitate on time collection of correct monies 5.5. Monitor student fee receipt procedures to facilitate correct processing and recording, and bank in correct account, in accordance with relevant legislation, regulations and codes 5.6. Draw down student fees to operational bank accounts according to organisational policies and procedures and relevant legislation, regulations and codes 5.7. Process and verify student fee refunds in accordance with relevant legislation, regulations and codes and organisational refund policy
6. Manage general administration functions	6.1. Manage administration of functions in accordance with work role in the management team and governance requirements 6.2. Consult organisation staff regarding own and work team performance in functional administration 6.3. Receive reports from work team on action taken on identified issues 6.4. Develop reports on administration matters to the management team and for governance related requirements, in line with organisational policy 6.5. Discuss and clearly communicate matters of administration, such as any adjustments to administration policies and procedures, to relevant personnel 6.6. Provide support to members of the management team, as required, with education and training systems and financial administration

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, co-workers and stakeholders; to manage information and communication processes; to consult and communicate with teams, board or committee of management, and other relevant stakeholders about financial management and administration matters initiative and enterprise skills to make referrals to appropriate people or agencies; to manage for quality; to review and adjust policies and procedures literacy skills to produce documents and finance-related reports numeracy skills to manage financial processes and to actively contribute to financial planning planning and organising skills to manage administrative processes; to facilitate implementation of policies and procedures problem-solving skills to negotiate with people in issues resolution processes self-management skills to prioritise own activities; to supervise the work of others; to schedule and arrange interviews and meetings technology skills to use technological and electronic equipment, relevant software applications, telephones, e-communication media.
Required knowledge
international education industry and the structure and functions of an international educational organisation relevant legislative, regulatory and standards compliance requirements in relation to international education, contracts, consumer protection, trade practices, occupational health and safety (OHS), corporations and financial transactions, employment (particularly relating to remuneration) and taxation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: establishing and implementing policies and procedures including risk management strategies, to manage finance and administration in an international education organisation resolving issues in relation to finance, funding, and administration through appropriate communication, consultation, reporting and, where necessary, referral to legal or accounting external professionals knowledge of relevant legislative, regulatory and standards compliance requirements.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to relevant documents.
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 evaluation of supervisor's reports on how the candidate manages financial and administrative processes in an international education context analysis of projects, case studies, completed records and reports developed by the candidate review of financial plan developed with management team oral or written questioning to assess knowledge of structure and functions of an international educational organisation evaluation of any adjustments made to the financial plan review of communication of administration matters to relevant personnel, such as adjustments to administration policies and procedures.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units customer service units.

Range Statement

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.
Risk assessment and risk management strategies may include:	ensuring adequate information provision, communication, coaching and training of staff ensuring own and subordinate staff compliance with legislative and regulatory requirements, including those for OHS, and organisational policies and procedures identifying potential areas of risk, assessing its likelihood and consequences, and identifying adequate controls and mitigation strategies
Relevant legislation, regulations and codes may include:	Australian and/or international accounting standards corporations legislation in relation to financial transactions current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles child protection legislation and regulations Education Services for Overseas Students (ESOS) Act 2000, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues ESOS Assurance Fund requirements immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices taxation and employment related legislation
Relevant stakeholders may include:	accountants and financial auditors board or committee of management chief executive officer, managers, leaders, coordinators consular staff, government or agency personnel internal users of purchased goods and services OHS specialists overseas agents owner parents personnel authorised to commit the organisation to purchases specialist personnel involved in purchasing, asset maintenance and finance students supervisors
Relevant personnel may include:	board or committee of management chief executive officer senior level managers team leaders and managers work team
Admissions processes may include:	accurately providing services and advice including collection on arrival, accommodation, student orientation programs administering records management including maintaining current contact details checking all documentation requirements and entry requirements are met (including visa requirements, payment of correct fees) compliance with relevant industry codes of practice and national codes in relation to international education determining and advising of application outcome generating records manually and using databases such as Provider Registration and International Student Management System (PRISMS), in accordance with external requirements and organisational policies and procedures receipt and tracking of student applications
Work role may include:	performance of work tasks, mainly autonomously participation in a management team, with responsibility to more senior managers, chief executive officer and/or board/committee

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU509A Use information to enhance international education work role performance

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify, locate, access, collect and apply information relevant to own and team performance in an international education services environment. Its focus is on applying industry knowledge to work tasks in a range of settings and professional domains. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in the international education industry providing administration services at a range of levels of responsibility. They could work in the administration of education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Locate and record industry information relevant to work role	1.1. Establish and maintain contacts, networks and sources of information 1.2. Access information on work role, skills and attributes in international education organisations from appropriate sources 1.3. Apply information in work situations to assist effectiveness in work role 1.4. Record and securely store relevant information, reviewing and updating as necessary 1.5. Collate and record contact details of relevant individuals, groups and agencies in an accessible location
2. Enhance work quality	2.1. Source information on international education services and operations and use it effectively 2.2. Identify employer and employee rights and responsibilities in international education services organisations under workplace relations legislation 2.3. Identify role, responsibilities and criteria for performance review based on relevant work standards, key activities and own job description 2.4. Develop processes to improve work practices using collated and analysed information 2.5. Disseminate information to colleagues in similar work roles and to other appropriate stakeholders 2.6. Observe privacy and confidentiality requirements regarding personal or organisational information, in accordance with relevant legislation
3. Use information to improve own and team work practices	3.1. Review own performance in work role to identify gaps in work skills and future skill requirements 3.2. Source and act upon professional development and training opportunities for self and team 3.3. Develop and use systems of reporting and performance appraisal to assess own and team performance 3.4. Apply processes to improve own and team work practices by referring to research and best practice in international education services, in accordance with organisational policies 3.5. Evaluate effectiveness of processes and strategies

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical and research skills to critically assess information relevance, accuracy and completeness; to record information accurately; to integrate information into reports and presentations; to report information (oral and written) in a range of formats and for a range of individuals or groups communication skills to interact effectively in an interculturalcontext with clients, co-workers, team members and other stakeholders; to negotiate in relation to performance agreements, professional development and training opportunities initiative and enterprise skills to source information on work practice improvement opportunities such as client service standards, work standards, best practice examples, and professional development and training opportunities; to develop performance improvement plans; to refer to relevant legislative and regulatory frameworks learning skills to participate in formal and informal professional development planning and organising skills to identify and address future skills requirements self-management skills to manage time technology skills to use a computer and other office equipment to access, process and research information from a range of sources including websites; to use electronic communication technology.
Required knowledge
international education environment including specific organisational work environment and workplace practices such as: best practice in international education services quality principles and processes, client services and work standards relevant professional associations, employer and employee associations roles and responsibilities of workers in international education sources of information, contacts support networks and referral systems sources of professional development opportunities cross-cultural communication principles and practices in relation to diverse countries and cultures including formal and informal communication channels overview of trends in Australian international education, statistics and analysis relevant current legislation for international education services such as the Education Services to Overseas Students Act 2000and associated regulations and codes, and employment related information and regulations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying issues and sources of information in relation to improving workplace performance in an international education environment developing and applying strategies to improve international education work practices knowledge of relevant current legislation for international education services.
Context of and specific resources for assessment	Assessment must ensure: access to opportunities to participate in a range of practical exercises and projects access to current relevant reference materials, professional expertise, and assessment equipment and materials.
Method of assessment	A range of assessment methods should be used t 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 evaluation of supervisor's reports analysis of projects, case studies, completed records and reports developed by the candidate review of recorded contact details for individuals, groups and agencies review of processes developed to improve work practices analysis of identified work skills gaps and identified future skills requirements review of reporting and performance appraisal systems developed to assess own and team performance oral or written questioning to assess knowledge of cross-cultural communication principles and practices.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other educational administration units.

Range Statement

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.
Contacts, networks may include:	clients colleagues or team members Department of Education, Science and Training (DEST) - including Australian Education International Department of Health and Ageing (DOHA) Department of Immigration and Citizenship (DIAC) employee and employer organisations educational institutions international education professional associations other international education organisations state/territory education departments supervisors or other organisation personnel
Sources of information may include:	contacts and networks education and training organisation websites - national and international employer and employee associations formal and informal communication channels government departments and agencies professional associations
Information may include:	academic research relating to international education services cultural information describing educational practice in source countries employer and employee association publications examples of programs and activities to support students intelligence obtained through formal and informal communication channels information describing cultural practices in source countries job descriptions and position specifications for work roles market intelligence for source countries organisational policies and procedures overseas student health cover information professional association publications and codes of practice records of work practice in own and other organisations relevant legislation and codes of practice statistics and reports relating to international education work standards
Work role may include:	type and level of work being undertaken in international education organisation typical roles and responsibilities
Recording information may include:	documentation in: internal organisational documents job descriptions and position specifications performance review documents records of discussions with colleagues reports, publications, conference papers, training sessions (attended or presentations made at) staff development plans
Relevant individuals, groups and agencies may include:	clients colleagues and team members DEST DOHA DIAC educational institutions employee and employer organisations professional associations state/territory education departments supervisors and other organisation personnel
Rights and responsibilities may include:	awards, enterprise agreements, contracts and industrial instruments (e.g. job specification, industry standards, performance agreements) relevant to the work role workplace relations legislative requirements for employers and employees
Systems of reporting and performance appraisal may include:	data from tailored software feedback from peers, customers or clients qualitative or quantitative measurement of performance perspective of manager perspective of person being reviewed range of systems for describing and evaluating what an individual or group achieves against a set of agreed criteria or key performance indicators

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU701A Investigate current trends in internationalisation of education

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply an overview of current trends in the internationalisation of education and its implications within a specific international education practice and international education sector. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to administrators with managerial responsibility who are required to apply sound knowledge of current trends in international education to their business practice. They will be managing education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational training and education, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Analyse the key features of an Australian education sector	1.1. Distinguish the representative characteristics of an Australian education sector 1.2. Determine the relationships between the private and public facets of the selected education sector 1.3. Identify and describe the role of the selected education sector in the Australian economy 1.4. Analyse the main influences on selected education sector activities 1.5. Analyse the business and economic rationale for programs in the selected education sector
2. Determine the implications of the internationalisation of education for an Australian education sector	2.1. Compare selected education sector, including its relationship with industry if appropriate, with the same sector in a range of other countries 2.2. Interpret and define internationalisation as it applies to education generally and specifically to selected education sector 2.3. Discuss the significance of international operations for the selected education sector taking into account diverse stakeholders 2.4. Determine the impact of internationalisation on specific examples of Australian products and services in the selected education sector
3. Analyse strategic trends operating globally in relation to an Australian education sector	3.1. Summarise available information on the scale of Australian international education activity in the selected education sector 3.2. Analyse the relationship between socioeconomic development and requirements of the selected education sector globally 3.3. Discuss some of the funding models supporting the selected education sector's activity 3.4. Determine the impact of political and trading alliances on the selected education sector
4. Analyse the requirements of an Australian education sector operating as a business in an international environment	4.1. Discuss the commercial imperatives that underpin international education activities 4.2. Discuss the responsibilities of an educational entrepreneur operating internationally 4.3. Provide examples of the risks and challenges associated with international education activities from a business perspective 4.4. Assess the strengths and weaknesses of Australian educational entrepreneurial activity in relation to identified risks and challenges 4.5. Compare these strengths and weaknesses with those of a major international competitor or competitors
5. Critique innovative practice in international education	5.1. Identify examples and case studies of innovative practices in international education 5.2. Analyse innovative practices to determine success factors and challenges 5.3. Critique identified innovative practices to determine feasibility of broader application

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to analyse complex issues and to complete oral and written reports on findings in relation to international education initiative and enterprise skills to identify human resources and text resources to aid research learning skills to research and analyse information about international education strategic trends and implications for business requirements literacy skills to read and analyse academic texts and journals, to take notes and to use common genres of academic discourse, oral and written numeracy skills to read and understand statistics about international trade planning and organising skills to prepare for research problem-solving skills to research and analyse current situations and trends in international education self-management skills to conduct focussed research technology skills to use the internet to access literature and statistics about international education.
Required knowledge
communication and technological developments comparison with education sectors in other countries and status of education sectors in other countries comparison with major international competitors competitiveness of selected education sector internationally implications for selected education sector internationalisation and its effects impact of internationalisation on educational management potential business opportunities professional development requirements for staff regional trends in selected education sector, including: demand and supply demographics, economic trends funding priorities in region partnerships with government political and trading alliances sector trends and priorities statistics on sector international involvement risks and challenges selected education sector, including: commercial imperatives funding mechanisms and scope impact of technologies industry and business requirements and drivers size, scope, target groups pathways and links with other sectors relevant national and local policies strategic directions strengths and weaknesses of selected education sector.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysing an Australian education sector including its key features and the implications of internationalisation analysing strategic international educational trends investigating challenges and requirements of Australian education organisations operating in the international business environment knowledge of risks and challenges.
Context of and specific resources for assessment	Assessment must ensure: assessment relates to the education sector in which the candidate's international education activities are or are to be, conducted.
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 evaluation of supervisor's reports on how the candidate applies knowledge of the internationalisation of education analysis of projects, case studies to which investigation findings are applied, completed records and reports developed by the candidate review of analysis of the main influences on selected sector activities evaluation of definition of internationalisation as it applies to education generally and specifically to selected education sector review of documentation outlining risks and challenges associated with international education activities from a business perspective evaluation of critique of identified innovative practices to determine feasibility of broader application oral or written questioning to assess knowledge of selected education sector.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: with other units in the qualification in which this unit is packaged.

Range Statement

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.
Education sector may include:	English language training and preparatory education higher education postgraduate education school education (primary and secondary) vocational education and training
Main influences on selected sector activities will include:	industry requirements government policies strategic directions
Internationalisation may include:	changes to curriculum content and pedagogies to address shifts towards globalisation of economies, work, communications and technologies, knowledge and culture development of international education networks educational provision for overseas students onshore and offshore student and staff mobility
Specific examples of Australian products and services may include:	customised products offshore and onshore delivery recognition initiatives types of courses and programs
Summarising available information on the scale of Australian international education activity may include:	country dollar investment kind of activity major players
Funding models may include:	government overseas aid private public scholarships and foundations
Risks and challenges may include:	cultural financial political reputational (for organisations, sectors and nations) social

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU702A Establish international onshore education initiatives

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop, implement and evaluate international onshore education initiatives in one or more education sectors and within relevant international, cultural, legal and political contexts. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to administrators with managerial responsibility who are required to establish and evaluate international onshore initiatives. They will be managing education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational training and education, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Propose strategic directions for international onshore education initiatives	1.1. Analyse the diversity and economic significance of Australian international onshore education initiatives 1.2. Review the implications of the internationalisation of education for future onshore initiatives 1.3. Determine influences on the strategic directions of Australian international onshore education initiatives 1.4. Analyse the strengths and weaknesses of an international onshore education operator 1.5. Identify opportunities and threats likely to influence international onshore education initiatives
2. Develop strategies to deal with regulatory and financial issues relating to international onshore education initiatives	2.1. Identify the responsibilities arising from relevant legislation, regulations and codes in relation to the management of international onshore education initiatives 2.2. Develop and implement approaches to communicate and manage regulatory responsibilities and bureaucratic requirements 2.3. Determine strategies to ensure that the business imperatives of international onshore education initiatives can be met
3. Develop appropriate marketing strategies for international onshore education initiatives	3.1. Investigate factors influencing international client selection of onshore education initiatives 3.2. Analyse available market information, including the impact of competitors, for international onshore education initiatives 3.3. Determine the appropriateness of international client qualifications for participation in onshore education initiatives 3.4. Determine effective communication protocols for use with potential clients and associated educational and diplomatic agencies 3.5. Determine marketing strategies that take into account cultural, marketing and business environments of relevant international client countries
4. Develop an implementation plan for international onshore education initiatives	4.1. Determine required resources for an international onshore education initiatives 4.2. Develop strategies to deal with possible conflict between educational, cultural, institutional and economic objectives that could affect the management of international onshore education initiatives 4.3. Determine procedures to deal with learning and cultural differences among clients of international onshore education 4.4. Determine professional development requirements of staff involved in international onshore education 4.5. Determine a process for costing international onshore education initiatives 4.6. Develop strategies to emphasise customer focus and to meet the pastoral care needs of clients of international onshore education
5. Develop evaluation procedures for international onshore education initiatives	5.1. Determine key areas of activity to be monitored and evaluated 5.2. Develop an appropriate evaluation methodology 5.3. Determine sources and type of information to be used for making judgements 5.4. Develop appropriate tools and processes to gather and analyse information 5.5. Identify possible actions and strategies that effectively respond to evaluation outcomes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to work with people from a range of social, cultural and ethnic backgrounds initiative and enterprise skills to develop effective business and educational practice in establishing international onshore education initiatives learning skills to investigate and apply information to decision making in relation to establishing international onshore education initiatives literacy skills to research strategic directions, legal requirements, marketing strategies, best practice systems and evaluation methodologies numeracy skills to manage the financial and budgetary aspects of international onshore education initiatives planning and organising skills to research and act upon opportunities problem-solving skills to develop innovative strategies for identifying potential international onshore education initiatives self-management skills to monitor own performance in relation to establishing new international onshore education initiatives teamwork skills to work as part of an international onshore education management team technology skills to use the internet to research relevant information.
Required knowledge
best practice in international onshore education management evaluation methodologies and tools factors influencing strategic directions in international onshore education marketing processes and strategies for international onshore education initiatives relevant legislative and regulatory requirement, organisational policies, procedures and guidelines, standards, codes and industry codes of practice.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying, researching, reviewing and evaluating a specific international onshore education initiative including marketing and meeting, regulatory and financial requirements knowledge of relevant legislative and regulatory requirements; organisational policies, procedures and guidelines; standards, codes and industry codes of practice.
Context of and specific resources for assessment	Assessment must ensure: activities are related to an international onshore education context and a specific education sector access to international education-related workplace information and data.
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 evaluation of supervisor's reports on how the candidate developed an onshore educational program analysis of projects, response to a problem-based case study-related task, completed records and reports developed by the candidate review of opportunities and threats identified as likely to influence international onshore education initiatives oral or written questioning to assess knowledge of factors influencing strategic directions in international onshore education review of marketing strategies and implementation plan developed for international onshore education initiatives.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: with other units in the qualification in which this unit is packaged.

Range Statement

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.
International onshore education initiatives may include:	exchanges and study abroad programs including postgraduate and other academic and work placements onshore education programs and projects in: primary and secondary schools English language and preparatory schools higher education organisations vocational education and training organisations onshore study tours
Influences may include:	competitors costs cross credit arrangements current stakeholders demand for skills and knowledge economic growth trends international trade agreements and liberalisation language local capacity local policies political quality social
Opportunities and threats may include:	economic educational financial political public health resourcing
Relevant legislation, regulations and codes may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles Education Services for Overseas Students (ESOS) Act 2000, and subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Required resources may include:	communications and information technology
Procedures to deal with learning and cultural differences may include:	clear guidance for staff about cross-cultural issues cultural and academic induction programs language support mentoring and buddy systems pre-departure information social and cultural events staff cross-cultural training, coaching and mentoring study skills support
Pastoral care needs may include:	academic accommodation cultural and religious financial health language and learning social

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU703A Establish transnational offshore education initiatives

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop, implement and evaluate transnational offshore education initiatives in one or more education sectors and within relevant international, cultural, legal and political contexts. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit relates to administrators with managerial responsibility who are required to establish and evaluate transnational offshore education initiatives. They will be managing education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Propose strategic directions for transnational offshore education initiatives	1.1. Review the diversity and economic significance of Australian transnational offshore education initiatives 1.2. Distinguish trends in the activities of competitors 1.3. Analyse factors impacting positively and negatively on transnational offshore education initiatives 1.4. Identify innovative possibilities in offshore education for Australian entrepreneurs
2. Develop marketing strategies appropriate for transnational offshore education initiatives	2.1. Determine roles and responsibilities of participants in international bidding processes 2.2. Develop protocols for effective communication with relevant agencies and bureaucracies 2.3. Investigate curriculum and qualification issues for potential clients 2.4. Review Australian education marketing strengths in relation to specific customer focus 2.5. Determine appropriate product development and customisation to address specific transnational offshore education opportunities 2.6. Develop appropriate documentation relating to an offshore education initiative
3. Develop strategies to deal with legal and financial issues associated with transnational offshore education initiatives	3.1. Compare a range of funding models, networks and partnerships that support offshore education ventures 3.2. Determine the tax implications associated with transnational offshore education projects 3.3. Develop a process for costing offshore initiatives 3.4. Determine the impact of local infrastructures and bureaucratic practices on transnational offshore education initiatives 3.5. Develop procedures to comply with and take account of, Australian and local legal and regulatory requirements that could affect transnational offshore education projects
4. Develop an implementation plan for transnational offshore education initiatives	4.1. Identify business imperatives and best practice for transnational offshore education initiatives 4.2. Determine the resources and infrastructure required by transnational offshore education initiative 4.3. Develop communication guidelines for transnational offshore education personnel 4.4. Develop procedures to select and manage local and expatriate personnel 4.5. Determine appropriate implementation strategies, contingency plans, risk assessment strategies and quality management procedures for transnational offshore education initiatives
5. Develop evaluation procedures for transnational offshore education initiatives	5.1. Identify key areas of activity to be monitored and evaluated 5.2. Determine an appropriate evaluation methodology 5.3. Determine sources and type of information to be used in evaluating the initiative 5.4. Develop appropriate tools and processes to gather and analyse information 5.5. Identify possible actions that effectively respond to an evaluation process and implement within organisational guidelines

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact appropriately with students, co-workers, partners and other stakeholders initiative and enterprise skills to identify innovative approaches to transnational offshore education challenges learning skills to familiarise self and colleagues with needs of a range of country and cultural contexts literacy skills to record and report information accurately numeracy skills to understand and analyse financial and budgetary requirements of transnational offshore education programs and projects planning and organising skills to plan and deliver transnational offshore education program support problem-solving skills to resolve conflict and to negotiate outcomes self-management skills to mange own work and performance teamwork skills to work effectively with groups and teams in offshore settings technology skills to use the internet to research relevant information and to communicate internationally.
Required knowledge
best practice in transnational offshore education management evaluation methodologies and tools factors influencing strategic directions in transnational offshore education marketing processes and strategies for transnational offshore education initiatives relevant requirements of Australian and offshore legislation and regulations; organisational policies, procedures and guidelines; standards, codes and industry codes of practice; duty of care and visa requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying, researching, reviewing and evaluating transnational offshore education initiatives including marketing and meeting, regulatory and financial requirements knowledge of relevant requirements of Australian and offshore legislation and regulations; organisational policies, procedures and guidelines; standards, codes and industry codes of practice; duty of care and visa requirements.
Context of and specific resources for assessment	Assessment must ensure: activities are related to a transnational offshore education context access to a range of practical exercises and other practical and knowledge assessments.
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 evaluation of supervisor's reports analysis of projects, responses to a problem-based case study-related task, completed records and reports developed by the candidate review of marketing strategies and implementation plan developed for transnational offshore education initiatives oral or written questioning to assess knowledge of factors influencing strategic directions in transnational offshore education review of evaluation methodology.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: with other units in the qualification in which this unit is packaged.

Range Statement

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.
Transnational offshore education initiatives may include:	AUSAID and Australian government department educational programs industry placements licensing arrangements with overseas institutions offshore campuses partnerships program delivery projects study abroad programs study tours twinning arrangements
Factors impacting positively and negatively on transnational offshore education initiatives may include:	competition economic and financial factors language long-term outlook political and social factors stakeholders
Innovative possibilities may include:	new arrangements new clients new pedagogical and curriculum-related concepts new programs and projects
Appropriate product development and customisation may include addressing:	cultural factors language requirements pedagogical and curriculum-related requirements pricing requirements
Appropriate documentation may include:	concept proposal expression of interest Memorandum of Agreement Memorandum of Understanding tender
Impact of local infrastructures may include:	communications and information technologies
Australian and local legal and regulatory requirements may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles Education Services for Overseas Students (ESOS) Act 2000, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training occupational health and safety privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations legislation, regulations, codes, standards and protocols that apply in offshore location National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Communication guidelines may include:	reference to local protocols and cross-cultural communication and issues
Appropriate evaluation methodology may include:	custom-designed program-specific methodologies standardised in-house evaluation methodologies
Tools and processes to gather and analyse information may include:	interviews online feedback forms questionnaires structured focus group tools surveys

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEDU704A Conduct applied international education research

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conduct applied research in the context of managing international education programs and activities in an international education organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit relates to administrators with managerial responsibility who are required to conduct applied research in relation to international education programs and activities. They will be managing education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare a project brief relating to researching an aspect of international education	1.1. Identify purpose of applied research to be conducted 1.2. Prepare a rationale for research and put forward hypotheses to be tested 1.3. Identify and report on research background and research procedures and methodology to be used 1.4. Define activities to be undertaken in conducting the research, timeframe, resources required and expected business outcomes 1.5. Develop process and criteria to evaluate achievement of the outcomes
2. Undertake applied research	2.1. Outline methodology, procedure, research tools, variables and any legal or ethical considerations for the project 2.2. Manage and conduct research activities using effective techniques for project management, implementation and data collection 2.3. Collect and analyse data, and record appropriate project activities
3. Prepare and present appropriate documentation on research outcomes	3.1. Prepare appropriate documentation on research outcomes that is original, thorough, well reasoned, clear and succinct 3.2. Present research outcomes and where relevant, recommendations for further research, action or implementation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to prepare reports; to conduct surveys; to explain research objectives, processes and outcomes clearly to others initiative and enterprise skills to identify innovative applications of research in an international education context learning skills to select appropriate research methodology for purpose literacy skills to prepare academic research reports in plain English numeracy skills to carry out statistical analysis as required by research activities planning and organising skills to plan and conduct research problem-solving skills to pose and solve research problem/s self-management skills to independently carry out research teamwork skills to collaborate with others as required in the research process technology skills to access resources using internet and library catalogues.
Required knowledge
application of a range of relevant research methods correct use of academic referencing and citation protocols relevant legal, ethical and organisational research requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: conducting original applied research in an international education organisation knowledge of relevant legal, ethical and organisational research requirements.
Context of and specific resources for assessment	Assessment must ensure: access to international education-related data research activities are related to an international education context and a specific education sector.
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 performance in researching issues in international education evaluation of supervisor's reports on how the candidate conducted the research observation and evaluation of work role-related oral research presentations analysis of research records and reports developed by the candidate review of rationale prepared for research and hypotheses put forward to be tested review of data analysis and recorded project activities evaluation of documentation prepared on research outcomes oral or written questioning to assess knowledge of relevant research methods.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: with other units in the qualification in which this unit is packaged.

Range Statement

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.
Applied research includes:	research conducted for the primary purpose of solving an immediate, practical problem
Research procedures and methodology may include:	action plan including time line considering a range of possible methodologies and strategies such as: desk-based research ethnographic research interviews literature review questionnaires surveys
Legal or ethical considerations may include:	awareness of power relationships commercial confidentiality intellectual property organisational policies privacy and confidentiality
Appropriate documentation may include:	discussion of any limitations of methodology, data and analysis or process presentation of the outcomes relevant appendices research report support for the activity process or research hypothesis

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Educational Administration

Co-requisite units

Co-requisite units

BSBEMS401B Develop and implement business development strategies to expand client base

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and implement prospecting strategies to expand the client base of organisations or enterprises seeking to employ individuals. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in either a public or private employment services agency to expand the organisation's client base as a senior consultant or manager.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop strategies to identify potential clients	1.1. Undertake research to identify potential clients 1.2. Develop marketing and promotional plans to target potential clients 1.3. Use prospecting methods to target potential clients 1.4. Review and evaluate strategies for effectiveness
2. Initiate relationship with potential clients	2.1. Develop communication strategies to effectively liaise with potential clients 2.2. Identify and analyse client business requirements 2.3. Discuss and negotiate client business requirements 2.4. Prepare a tender and proposal to meet negotiated client business requirements 2.5. Present organisation's proposal to the client
3. Manage client relationship	3.1. Make follow-up contact with the client 3.2. Negotiate business requirements to ensure client satisfaction with the service to be provided 3.3. Adapt proposal to client as required 3.4. Develop contract with client
4. Utilise networks to expand client base	4.1. Review and assess established networks for effectiveness in assisting to identify potential clients 4.2. Use appropriate communication strategies to utilise networks to identify potential clients 4.3. Use networks to identify and build relationships with potential clients 4.4. Identify benefits of networks and other relationships in expanding the client base

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to establish and maintain effective business relationships with potential and current clients consultative and negotiation skills to persuade clients to use the services provided by the organisation culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities presentation skills to promote organisation's services to potential and current clients sales and marketing skills to promote organisation's services and to generate leads.
Required knowledge
economic, social and industry trends affecting employment levels key provisions of relevant legislation from all forms of government that affects business operations, codes of practice and national standards, such as: occupational health and safety (OHS) equal employment opportunity (EEO) racial discrimination industrial relations privacy laws freedom of information legislation disability discrimination legislation methods to attract new clients principles of equal opportunity, equity, diversity and anti-discrimination range of organisational products and services relevant state/territory and federal industrial relations systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: strategies developed for gaining new clients establishment and maintenance of relationships with clients expansion of client base using client network/s knowledge of relevant legislation.
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 workplace documents used in employment services agencies.
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 observation of presentations to potential or existing clients oral or written questioning review of marketing and promotional plans developed to target potential clients review of communication strategies developed to effectively liaise with potential clients.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other workforce development units.

Range Statement

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.
Clients may include:	organisations or enterprises seeking to employ individuals through an employment services agency
Marketing plans may include:	business-to-business marketing direct marketing ideas marketing marketing of goods services marketing telemarketing
Promotion plans may include:	impersonal promotion such as advertising and sales promotion personal promotion such as face-to-face selling
Prospecting methods may include:	brokers cold canvassing direct mail internet and databases intra-organisation leads and referrals media advertising and telemarketing networks newspapers, journals and magazines spotters and brokers
Communication strategies may include:	electronic face-to-face telephone written
Networks may include:	business formal groups informal organisations personal professional

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Recruitment and Employment Services

Co-requisite units

Co-requisite units

BSBEMS402B Develop and implement strategies to source and assess candidates

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and implement strategies to source candidates and to assess their suitability for available positions. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in an employment services agency to source and assess candidates.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop strategies to source candidates	1.1. Undertake research to identify potential candidate channels 1.2. Identify a range of strategies to assist in sourcing candidates 1.3. Review and evaluate strategies for effectiveness 1.4. Develop advertisement copy to align with client requirements, job specifications and place accordingly to attract candidates
2. Screen and interview potential candidates	2.1. Undergo preliminary screening with candidates in a fair and equitable manner, in compliance with relevant legislation 2.2. Organise and conduct interviews and employment appraisal assessments in accordance with organisational policy and best practice 2.3. Undertake general assessment of raw skills as required, depending on the position 2.4. Obtain additional information from candidates as required
3. Assess and select candidates	3.1. Conduct assessment and selection process in accordance with organisational policy and legislative requirements, and in consultation with the client 3.2. Judge information obtained from each candidate against specified selection criteria and note any additional influencing factors 3.3. Align candidate suitability to specific client requirements and job specifications, in consultation with the client 3.4. Prepare selection recommendations for the client and document in accordance with organisational procedures
4. Manage candidate outcomes	4.1. Inform all candidates of selection decisions in a timely manner 4.2. Provide feedback to unsuccessful candidates 4.3. Provide successful candidate with briefing and coaching for interview with the client 4.4. Negotiate placements with the candidate and the client

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to determine fit between candidate abilities and client organisational requirements communication skills to establish and maintain effective business relationships with potential and current clients, to interview candidates and to provide feedback culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities information management skills to analyse and evaluate candidate information obtained from résumés, letters, references, interviews and aptitude assessments presentation skills to promote organisation's services to potential and current clients and candidates research and data collection skills to check candidate information for detail and accuracy sales and marketing skills to present organisation's services to prospective and existing clients .
Required knowledge
economic, social and industry trends affecting employment levels key provisions of relevant legislation from all forms of government that affects business operations, codes of practice and national standards, such as: occupational health and safety (OHS) equal employment opportunity (EEO) racial discrimination industrial relations privacy freedom of information disability discrimination range of interview techniques and recruitment sourcing methods range of organisational products and services relevant state/territory and federal industrial relations systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of strategies developed for sourcing candidates application of screening and interviewing candidates for a position assessment of a candidate's skills placement of a candidate in employment with a client in a position with a client outcome notices to unsuccessful candidates knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to workplace documentation.
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: assessment of written reports summarising results of candidate skills assessment and selection outcomes observation of client screening and interview techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors, managers, clients or candidates.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other human resources units.

Range Statement

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.
Candidate channels may include:	association and industry networks career or industry expositions equity group community organisations individual networks internet media advertising organisational networks private and public schools training organisations
Strategies may include:	brokers career markets databases direct mail internet intra-organisation leads journals magazines media advertising newspapers referrals spotters television or cinema advertising use of industry or other networks
Advertisement copy includes:	internet copy media advertising copy
Clients may include:	organisations or enterprises seeking to employee individuals through an employment services agency
Screening may include:	language, literacy and numeracy check reference check rÃ©sumÃ© check specific assessments undertaken
General assessment of raw skills may include:	vocationally specific assessments such as: MYOB speed and accuracy tests

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Recruitment and Employment Services

Co-requisite units

Co-requisite units

BSBEMS403B Develop and provide employment management services to candidates

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide employment services to candidates that assist in the retention and management of candidates by the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in either a public or private employment services agency to provide candidates with services that promote their retention with the agency and employment management services.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop strategies for the retention of candidates	1.1. Analyse current candidate information 1.2. Identify candidate requirements 1.3. Identify a range of strategies to meet candidate requirements 1.4. Evaluate and assess products and services for candidates 1.5. Establish and implement methods of monitoring candidate retention
2. Provide advice and support to candidates	2.1. Provide services including résumé counselling and preparation 2.2. Provide career advice and counselling to candidates 2.3. Undertake candidate induction in accordance with client requirements, organisational policy and OHS compliance requirements 2.4. Provide advice and information on legislative industrial relations matters, OHS and employment issues to candidates
3. Provide training solutions to candidates	3.1. Identify and document candidates' training needs, including OHS 3.2. Undertake research to identify suitable training programs available to address candidates' identified training need 3.3. Provide advice to candidates on training options available 3.4. Provide relevant internal training to meet candidate requirements if required, in accordance with organisational policies 3.5. Access relevant external training to meet candidate requirements if required, in accordance with organisational policies 3.6. Review implementation of client training plan with client to ensure needs are met
4. Develop strategies for the ongoing management of candidates	4.1. Establish monitoring strategies to determine issues in service delivery to candidates 4.2. Provide post placement support to candidates 4.3. Develop strategies to evaluate and assess the effectiveness of the employment management services 4.4. Develop and document recommendations to improve management services 4.5. Modify and/or expand management services as appropriate to incorporate recommendations

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to facilitate individual and group discussion and to prepare résumés culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities interpersonal skills to counsel candidates using the employment services agency presentation and training skills to provide training for candidates research and data collection skills to check candidate information for detail and accuracy.
Required knowledge
key provisions of relevant legislation from all forms of government that affects business operations, codes of practice and national standards, such as: disability discrimination equal employment opportunity (EEO) freedom of information legislation industrial relations occupational health and safety (OHS) privacy legislation racial discrimination range of organisational products and services range of training options and solutions range of techniques used in training, coaching and mentoring relevant state/territory and federal industrial relations systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: strategies developed to retain candidates advice and support to candidates about employment provision of appropriate training to candidates which promotes their chances of employment development and implementation of strategies to improve services to candidates knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to workplace documentation.
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: assessment of written reports summarising strategies to retain candidates, training evaluations, and/or service improvement observation of training sessions delivered to candidates direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors, managers, clients or candidates.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other human resources units.

Range Statement

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.
Candidates may include:	someone seeking temporary or permanent employment someone seeking full-time, part-time or casual employment apprentices, trainees and others outside such schemes people from equity groups or with special needs
Candidate information may include:	career preferences and pathways current retention rate demographic data
Candidate requirements may include:	information and advice required preferred communication channels preferred training style types of services required
Strategies may include:	encouraging membership of interest groups loyalty programs marketing and promotional strategies mentoring and coaching negotiating reasonable adjustments networking events using appropriate communication channels
Clients may include:	organisations or enterprises seeking to employ individuals through an employment services agency
Post placement support may include:	career progression advice further training and development advice referrals to new employment opportunities resolving issues related to employment gained updating rÃ©sumÃ©

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Recruitment and Employment Services

Co-requisite units

Co-requisite units

BSBEMS404B Manage the recruitment process for client organisations

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and implement strategies to source and assess candidates for placement purposes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in either a public or private employment services agency to undertake and manage the recruitment process for client organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Provide advice on recruitment strategy to client	1.1. Provide advice and information to client on workforce planning and performance management systems and issues 1.2. Provide advice and information to client to assist in developing and/or evaluating a recruitment strategy and processes 1.3. Identify and determine effective and accurate performance indicators 1.4. Discuss and agree with client, recommendations for necessary assessments and profiling 1.5. Identify and analyse performance gaps as part of workforce planning 1.6. Evaluate for continuous improvement forms, procedures and induction processes
2. Determine job specifications with client	2.1. Undertake job analysis with client to determine needs and requirements for recruitment, in line with organisational recruitment strategy 2.2. Provide advice to client on issues such as salary and conditions 2.3. Write clear and concise specifications which accurately reflect the job role within the client's organisation, and comply with relevant legal requirements and organisational format 2.4. Confirm specifications with appropriate personnel prior to undertaking recruitment
3. Manage recruitment process	3.1. Develop a selection plan and criteria based on the job specification, performance gaps and organisational needs, in consultation with the client 3.2. Write and place recruitment advertisements in relevant media in accordance with job specifications and organisational policy 3.3. Employ strategies to source potential candidates 3.4. Organise and conduct job interviews and employment appraisals in accordance with organisational policy and legislative requirements
4. Assess and select candidates	4.1. Judge information obtained from each candidate against specified selection criteria and note any additional influencing factors 4.2. Conduct assessment and selection process in accordance with organisational policy and legislative requirements 4.3. Shortlist suitable candidates for client interview
5. Refer candidates and complete placement process	5.1. Recommend candidates best suited to selection criteria to client for interview, and create and forward candidate profiles to client 5.2. Provide advice and support to candidates with résumé preparation, interview preparation and presentation to the client 5.3. Inform all candidates promptly and accurately of selection decisions 5.4. Conduct job offer to successful candidate 5.5. Complete placement follow-up

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analysis and evaluation of information such as résumés, letters, references, interviews and aptitude tests against job selection criteria communication and interpersonal skills to counsel candidates about available, suitable or possible work opportunities and skill development options communication skills to listen to candidates and clients; to provide advice and present solutions; and to write clear, accurate position descriptions information management skills to check information for detail and accuracy interpersonal skills to establish and maintain relationships with candidates and clients organisational and time management skills to work quickly and effectively.
Required knowledge
key provisions of relevant legislation from all forms of government that affects business operations, codes of practice and national standards, such as: disability discrimination equal employment opportunity (EEO) freedom of information industrial relations occupational health and safety (OHS) privacy racial discrimination range of organisational products and services range of recruitment sourcing methods, strategies and techniques range of workforce planning and performance management systems techniques to assess the competency of individuals.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: advice provided to clients about recruitment strategy to client job specifications and selection plandeveloped records of assessment and selection of candidates for a specific position records of recommendations for candidates best suited to the position knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to workplace documentation.
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: assessment of written recruitment strategies, job specifications, selection plans and recommendations made to clients observation of assessments conducted on candidates direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning review of testimony from team members, colleagues, supervisors, managers, clients or candidates.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other human resources units.

Range Statement

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.
Clients may include:	organisations or enterprises seeking to employ individuals through an employment services agency
Performance management may include:	systems developed for the appraisal and management of employee performance in the workplace including development, planning and salary reviews
Recruitment strategy may include:	system and/or policies and procedures developed to determine appropriate action in the recruitment and selection of personnel such as: application process competency profiling job analysis, description and evaluation psychometric assessment recruitment advertising use of external agencies
Performance indicators may include:	level of performance sought, expressed either quantitatively or qualitatively measures developed to gauge performance outcomes against targets
Assessments and profiling may include:	behavioural profiling literacy and numeracy raw material assessments specific aptitudes such as: mechanical, reasoning problem-solving typing use of software applications
Performance gaps may include:	situations where outcomes are less than those stated in the strategic objectives (including the lack of employees with the required level of performance to undertake the tasks)
Specifications may include:	competencies required job title and purpose of position personal attributes qualifications skills and knowledge necessary
Media may include:	internet local, national and global magazines and journals traditional media such as newspapers
Strategies may include:	brokers databases direct mail internet intra-organisation leads journals magazines media advertising networks newspapers referrals spotters

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Recruitment and Employment Services

Co-requisite units

Co-requisite units

BSBFIA301A Maintain financial records

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain financial records for a business. It includes maintaining daily financial records such as reconciling debtors' and creditors' systems, preparing and maintaining a general ledger, and preparing a trial balance. It also includes activities associated with monitoring cash control for accounting purposes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	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 financial records to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Maintain daily financial records	1.1. Correctly maintain daily financial records and in accordance with organisational requirements for accounting purposes 1.2. Identify and rectify or refer discrepancies or errors in documentation or transactions to designated persons in accordance with organisational requirements 1.3. Accurately credit and debit transactions and promptly enter into journals in accordance with organisational requirements
2. Maintain general ledger	2.1. Maintain general ledger in accordance with organisational requirements 2.2. Post transactions into general ledger in accordance with organisational reporting requirements 2.3. Reconcile systems for accounts payable and receivable with general ledger 2.4. Accurately prepare trial balance from general ledger in accordance with organisational requirements
3. Monitor cash control	3.1. Ensure cash flow is accurately accounted for in accordance with organisational requirements 3.2. Make and receive payments in accordance with organisational requirements 3.3. Collect or follow-up outstanding accounts within designated time lines 3.4. Check payment documentation for accuracy of information and despatch to creditors within designated time line

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to identify financial information; to read and understand the organisation's accounting procedures; and to edit and proofread documents to ensure conformity and consistency of information communication skills to clarify information and to refer errors or discrepancies to appropriate people numeracy skills to read and interpret financial data and to prepare cash analysis sheets problem-solving skills to reconcile figures.
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 financial legislation occupational health and safety (OHS) organisational policies and procedures relating to maintaining financial records definition of credits/creditors and debits/debtors principles of double entry bookkeeping and accrual accounting methods of presenting financial data.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and responding to discrepancies and errors transferring and recording financial data accurately reconciling expenditures and revenue knowledge of organisational policies and procedures relating to maintaining financial records.
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 source documents relating to financial record keeping.
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 identification and rectification or referral of discrepancies or errors in documentation or transactions analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of financial record keeping examples of financial documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other financial administration units.

Range Statement

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.
Organisational requirements may include:	designated time lines guidelines for reconciling journals legal and organisational policies, guidelines and requirements OHS policies, procedures and programs procedures for totalling adjusted journals quality assurance and/or procedures manuals resolution procedures security procedures
Discrepancies may relate to:	bank charges dishonoured cheques errors in transposing between source documents and journals interest
Documentation may include:	purchase credit notes purchase invoices sales credit notes sales invoices
Designated persons may include:	bank line management organisation's authorisations department statutory body supervisor
Journals may include:	cash payments cash receipts purchases and purchase returns sales and sales returns
Transactions may include:	commencing business entries correction of posting errors interest expense interest receivable non-cash transactions (e.g. writing-off depreciation, stock losses) purchase of a fixed asset on credit sale of a fixed asset on credit withdrawal of stock/assets by owner write-off a bad debt
Reconciling systems for accounts payable and receivable may include:	checking accuracy of creditor account balances (e.g. cash payments journal, purchases journal, purchases returns journal, general journal) checking accuracy of debtor account balances (e.g. cash receipts journal, sales return journal, general journal) checking cash payments and receipt journals against bank statement checking the total of the creditor's schedule equals the balance of the creditor's control account checking the total of the debtor's schedule equals the balance of the debtor's control account
Payments may include:	cash cheque credit card direct debit
Designated time lines may include:	by month end monthly within agreed period within organisational deadline

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Administration

Co-requisite units

Co-requisite units

BSBFIA302A Process payroll

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to process payroll from provided data using manual and computerised payroll systems. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are responsible for payroll functions within an organisation. They may work as individuals providing administrative support within an enterprise, or may be other members of staff who have been delegated payroll responsibilities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Record payroll data	1.1. Check payroll data and clarify discrepancies with designated persons 1.2. Enter employee pay period details and any deductions and allowances in payroll system in accordance with source documents 1.3. Calculate payment due to individual employees to reflect standard pay and variations in accordance with employee source data
2. Prepare payroll	2.1. Prepare payroll within designated time lines in accordance with organisational policy and procedures 2.2. Reconcile total wages for pay period, check or correct irregularities or refer to designated persons for resolution 2.3. Make arrangements for payment in accordance with organisational and individual requirements 2.4. Obtain authorisation of payroll and individual pay advice in accordance with organisational requirements 2.5. Produce, check and store payroll records in accordance with organisational policy and security procedures 2.6. Follow security procedures for processing payroll and for maintaining payroll records
3. Handle payroll enquiries	3.1. Respond to payroll enquiries in accordance with organisational and legislative requirements 3.2. Provide information in accordance with organisational and legislative requirements 3.3. Ensure all enquiries outside area of responsibility and knowledge are referred to designated persons for resolution 3.4. Complete additional information or follow-up action within designated time lines in accordance with organisational policy and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to: read and understand organisation's financial policies and procedures, and any procedures based on legislative requirements write cheque or salary authorisations prepare pay advice slips maintain records numeracy skills to perform calculations and to reconcile figures problem-solving skills to reconcile figures and to resolve employee enquiries within scope of own responsibility.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice financial legislation privacy laws occupational health and safety organisational policy and procedures types of payroll systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: performing payroll calculations applying knowledge of organisational guidelines relating to security and confidentiality of information.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to computer equipment, relevant software and payroll data (samples or actual).
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 authenticated documents from the workplace or training environment analysis of responses to case studies and scenarios demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other financial administration units.

Range Statement

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.
Designated persons may include:	immediate supervisor those who have the authority to approve payroll decisions
Pay period details may include:	bonus casual wage commission contract piecework salary wage
Deductions and allowances may include:	car allowance health insurance income tax meal allowance superannuation contributions travel allowance union dues
Payroll system may include:	manual computerised
Source documents may include:	employee earnings and payroll register employee records or history employee timesheets
Variations may include:	holiday loading long service leave overtime paid leave rates of pay sick leave taxation unpaid leave
Preparing payroll may include:	calculation of gross pay cash analysis electronic funds transfer net pay preparing cheques preparing pay advice slips taxation and other deductions
Payroll records may include:	cash analysis sheets electronic funds transfer employee summary report end of month reports end of year reports group certificates pay advice slips taxation reports
Enquiries may include:	email face-to-face fax telephone
Legislative requirements may include:	Australian Tax Office regulations e.g. Australian Business Number, Employment Declaration Forms confidentiality and security of records Higher Education Contribution Scheme (HECS) Higher Education Loan Programme (HELP) Medicare levy PAYE tax payroll tax

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Administration

Co-requisite units

Co-requisite units

BSBFIA303A Process accounts payable and receivable

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain accounts payable and accounts receivable records, including processing payments to creditors and handling overdue accounts receivable. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments supporting the accounting functions and aspects of an enterprise. They may provide administrative support within an enterprise, or may be members of staff who have been delegated accounting responsibilities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Maintain financial journal systems	1.1. Check source documents for accuracy and appropriate authorisation 1.2. Refer errors and discrepancies in source documents for resolution, in accordance with organisational policy and procedures 1.3. Enter transactions into cash and credit journal system in accordance with organisational policy and procedures, and relevant legislation and compliance requirements 1.4. Total credit journals in accordance with organisational policy and procedures
2. Prepare bank reconciliations	2.1. Check cash journals against bank statements to identify differences 2.2. Update cash journals with relevant data from bank statement/s 2.3. Identify discrepancies and refer to appropriate staff member, organisation or agency 2.4. Total cash journals in accordance with organisational policy and procedures 2.5. Prepare regular reconciliation reports within designated time lines
3. Maintain accounts payable and accounts receivable systems	3.1. Enter transactions into individual accounts payable and accounts receivable, in accordance with organisational policy and procedures, and accounting requirements 3.2. Prepare schedules of accounts payable and accounts receivable for reconciliation purposes, in accordance with organisational requirements 3.3. Reconcile schedules accounts payable and accounts receivable with journal data or general ledger, in accordance with organisational requirements
4. Process payments for accounts payable	4.1. Reconcile accounts payable statements with accounting records, in accordance with organisational policy and procedures 4.2. Check payment documentation for accuracy of information and discrepancies and rectify errors, in accordance with organisational requirements
5. Prepare statements for accounts receivable	5.1. Produce and check accounts receivable statements for accuracy of content in accordance with organisational policy and procedures 5.2. Rectify discrepancies and statements despatched within designated time lines
6. Follow up outstanding accounts	6.1. Maintain accounts receivable ledger system, in accordance with organisational requirements, to reflect current credit situation 6.2. Conduct aged analysis of accounts receivable to identify outstanding accounts and to determine collection procedures, in accordance with organisational requirements 6.3. Report or follow-up outstanding accounts in accordance with organisational policy and procedures 6.4. Monitor and review credit terms in accordance with credit policy and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and understand financial procedures numeracy skills to: use knowledge of mathematical concepts interpret, compare and calculate with whole numbers and money use decimal fractions and percentages problem-solving skills to use approximation to check for discrepancies and ensure calculations are correct.
Required knowledge
key provisions of relevant legislation and regulations from all forms of government, standards and codes that may affect aspects of business operations, such as: Australian Taxation Office regulations Goods and Services Tax (GST) regulations anti-discrimination legislation ethical principles codes of practice finance legislation privacy laws occupational health and safety limit of scope of own responsibility organisational accounting systems and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: maintaining journals and subsidiary ledger systems accurately entering data into journal and subsidiary ledger system reconciling subsidiary ledger system with journal or general ledger data.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources, such as: calculator computer equipment and relevant software access to examples of cash journals, credit journals, accounts payable and accounts receivable subsidiary legers access to workplace reference materials such procedural manuals and company policy.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of authenticated documents from the workplace or training environment oral or written questioning to assess knowledge of accounting procedures and techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other financial administration units.

Range Statement

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.
Source documents may include:	adjustment notes issued adjustment notes received cheque butts credit notes issued credit notes received invoices issued invoices received receipts tax invoices issued tax invoices received
Transactions may include:	capital contributions in cash by owner cash purchases cash sales commission credit purchases credit sales day-to-day expenses electronic funds transfer interest charges and bank fees interest revenue payments received from debtors payments to creditors petty cash transactions purchases paid by cheque returns withdrawal of cash by owner
Journal system may include:	cash payments journal cash receipts journal purchases journal purchases returns journal sales journal sales returns journal
Systems may include:	computerised manual
Relevant legislation and compliance requirements may include:	consumer: codes of practice Australian Consumer Credit Code privacy laws secrecy laws competition: Australian Competition and Consumer Commission (ACCC), National Competition Policy prudential: commonwealth Bills of Exchange Act 1909 commonwealth Cheques and Payment Orders Act 1986 commonwealth Financial Transaction Reports Act 1988 commonwealth Land Tax Assessment Act 2002 commercial tenancies laws corporate law Credit Reference Association of Australia (CRAA) Electronic Funds Transfer (EFT) Code of Conduct Financial Institutions (FI) Code payroll tax assessment laws and regulations prescribed payments laws and regulations stamp duties laws taxation assessment laws
Discrepancies may include:	bank charges direct deposits direct payments dishonoured cheques interest
Accounts payable and accounts receivable systems may include:	accounts payable schedule accounts payable subsidiary ledger accounts receivable schedule accounts receivable subsidiary ledger
Journal data may include:	accounts payable data from cash payments journal accounts receivable data from cash receipts journal purchases journal total purchases returns journal total sales journal total sales returns journal total
Checking payment documentation may include:	attachment of supporting invoices, statements calculation of discount cheque data remittance advice data
Accounts receivable statements may include:	any payments received allocated on an invoice by invoice basis computerised system discount policy final balance with overdue details if appropriate information about any sales, sales returns, credit, forward orders and payments, which have occurred throughout the month manual system month to which statement is applicable name and address of client or accounts receivable name and address of supplier opening balance if applicable
Credit terms may include:	arrangements for settlement cancellation of agreed credit arrangements cash on delivery

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Administration

Co-requisite units

Co-requisite units

BSBFIA304A Maintain a general ledger

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain a general ledger within an organisation including processing journal entries and preparing a trial balance. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments with responsibility for simple accounting functions within an organisation. They may work as individuals providing administrative support within an enterprise, or may be other members of staff with delegated responsibilities relating to general ledger maintenance.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Process journal entries	1.1. Prepare general journal entries from source journals in accordance with accounting requirements, organisational policy, procedures and accounting standards 1.2. Post journal entries into general ledger system in accordance with organisational policy, procedures and accounting standards 1.3. Reconcile accounts payable and accounts receivable subsidiary ledger systems with general ledger 1.4. Ensure processing maintains the accounting equation and is completed within designated time lines
2. Prepare a trial balance	2.1. Prepare trial balance of general ledger system in accordance with organisational requirements and accounting standards, and ensure it is checked for accuracy 2.2. Identify and rectify irregularities or refer them for resolution when trial balance does not balance, in accordance with organisational policy and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and understand financial procedures numeracy skills to: use knowledge of mathematical concepts interpret, compare and calculate with whole numbers and money use decimal fractions and percentages problem-solving skills to use approximation to check for discrepancies and ensure calculations are correct.
Required knowledge
key provisions of relevant legislation and regulations from all forms of government, standards and codes that may affect aspects of business operations such as: Australian Taxation Office regulations Goods and Services Tax (GST) regulations anti-discrimination legislation ethical principles codes of practice finance legislation privacy laws occupational health and safety limit of scope of own responsibility organisational accounting systems and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurately entering data applying understanding of general journal entries and knowledge of the relationship between journals and general ledger implementation of double-entry principles systematic tracing of errors.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources, such as: calculator computer equipment and relevant software examples of source journals.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of authenticated documents from the workplace or training environment oral or written questioning to assess knowledge ofaccounting procedures and techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other financial administration units.

Range Statement

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.
General journal entries may include:	bad debts written off correction of posting errors interest expense interest receivable opening entries purchase of a non-current asset on credit sale of a non-current asset on credit transfer of funds between bank accounts withdrawal of stock and assets by owner
Source journals for general ledger may include:	cash payments journal cash receipts journal general journal purchases journal purchases returns journal sales journal sales return journal
General ledger system may include:	computerised manual
Reconciling accounts payable and accounts receivable may include:	checking accuracy of accounts payable balances with general ledger control account checking accuracy of accounts receivable balances with general ledger control account
Preparing trial balance may include:	checking total debits equal total credits listing ledger account balances from general ledger tracing of errors

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Administration

Co-requisite units

Co-requisite units

BSBFIA401A Prepare financial reports

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to record general journal adjustment entries and to prepare end of period financial reports. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are responsible for preparing financial reports. They may work as individuals providing administrative support within an enterprise, or they might have responsibility for these tasks in relation to their own workgroup or role.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Maintain asset register	1.1. Prepare a register of property, plant and equipment from fixed asset transactions in accordance with organisational policy and procedures 1.2. Determine method of calculating depreciation in accordance with organisational requirements 1.3. Maintain asset register and associated depreciation schedule in accordance with organisational policy, procedures and accounting requirements
2. Record general journal entries for balance day adjustments	2.1. Record depreciation of non-current assets and disposal of fixed assets in accordance with organisational policy, procedures and accounting requirements 2.2. Adjust expense accounts and revenue accounts for prepayments and accruals 2.3. Record bad and doubtful debts in accordance with organisational policy, procedures and accounting requirements 2.4. Adjust ledger accounts for inventories, if required, and transfer to final accounts
3. Prepare final general ledger accounts	3.1. Enter general journal entries for balance day adjustments in general ledger system in accordance with organisational policy, procedures and accounting requirements 3.2. Post revenue and expense account balances to final general ledger accounts system 3.3. Prepare final general ledger accounts to reflect gross and net profits for reporting period
4. Prepare end of period financial reports	4.1. Prepare revenue statement in accordance with organisational requirements to reflect operating profit for reporting period 4.2. Prepare balance sheet to reflect financial position of business at end of reporting period 4.3. Identify and correct, or refer errors for resolution in accordance with organisational policy and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify reporting requirements and obtain required data literacy skills to: identify financial information follow the Australian Accounting and Auditing Standards follow the organisation's accounting procedures numeracy skills to calculate percentages, addition and subtraction.
Required knowledge
double-entry bookkeeping principles general journal and general ledger entries key provisions of relevant legislation and regulations from all forms of government, standards and codes that may affect aspects of business operations, such as: Australian Taxation Office regulations accounting and auditing standards Goods and Services Tax (GST) regulations anti-discrimination legislation ethical principles codes of practice finance legislation privacy laws occupational health and safety organisational accounting systems organisational policies, procedures and accounting requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: preparing financial reports applying the Australian Accounting and Auditing Standards applying double-entry principles.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources, such as: calculator computer equipment and relevant software Australian Accounting and Auditing Standards access to samples of financial data access to workplace reference materials such procedural manuals and company policy.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of authenticated documents from the workplace or training environment oral or written questioning to assess knowledge ofaccounting procedures and techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other financial administration units.

Range Statement

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.
Calculating depreciation may include:	reducing balance method straight-line method
Expense accounts may include:	distribution expenses electricity freight inward and outward insurance interest paid rates rent paid telephone and fax wages and salaries
Revenue accounts may include:	commission received interest received rent received
Prepayments and accruals may include:	accrued expenses accrued revenue prepaid expenses prepaid revenue
Bad and doubtful debts may include:	calculating provision for doubtful debts writing off bad debts against provision for doubtful debts
Inventories may include:	goods for resale stationery and other office supplies
Final accounts may include:	profit and loss trading
Revenue statement comprises:	cost of goods sold if applicable gross profit operating net profit unclassified adjusted expenses and revenue
Reporting period may include:	as determined in organisational procedures financial year
Balance sheet comprises:	narrative or T format unclassified assets and liabilities

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Administration

Co-requisite units

Co-requisite units

BSBFIA402A Report on financial activity

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to report financial activity for business both in response to client requests and to meet statutory requirements such as the completion of statutory requirement reports. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of financial activities who contribute financial skills and knowledge to address reporting requirements of clients and legal authorities. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Compile financial information and data	1.1. Collect, evaluate and code current financial data to ensure consistency, quality and accuracy in accordance with organisational requirements 1.2. Use conversion and consolidation procedures to compile analysis in accordance with organisational requirements 1.3. Make, record and disclose asset and liability valuations in accordance with organisational requirements 1.4. Ensure that discrepancies, unusual features or queries are identified, resolved or referred to the appropriate authority
2. Prepare statutory requirement reports	2.1. Correctly record income and expenditure to ensure compliance with statutory requirements 2.2. Calculate liabilities for tax in accordance with current legislation and revenue gathering practices 2.3. Correctly identify relevant receipts, revenue documentation and payments 2.4. Ensure that statements and claims take full advantage of available benefits and allowances in accordance with statutory requirements 2.5. Submit statutory requirement reports to appropriate authorities within stated deadlines
3. Provide financial business recommendations	3.1. Ensure that recommendations are logically derived and supported by evidence in report 3.2. Provide recommendations to propose constructive actions to enhance the effectiveness and efficacy of functions and services 3.3. Ensure recommendations are concise and facilitate direction and control of organisation's operations 3.4. Identify and prioritise significant issues in statements including comparative financial performances for review and decision making 3.5. Ensure structure and format of reports are clear and conform to organisational and statutory requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to identify financial information and the organisation's accounting procedures, and to create financial reports problem-solving skills to deal with a defined range of predictable problems decision making skills to make routine decisions numeracy skills to calculate data and to reconcile figures.
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 financial legislation occupational health and safety (OHS) principles of double entry bookkeeping and accrual accounting techniques for forecasting and analysis Federal government taxes and charges options, methods and practices for deductions, benefits and depreciations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: organising financial data to highlight relevant features presenting financial data in comprehensive format completing Business Activity Statements knowledge of relevant legislation.
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 financial data, reports and documents.
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 income and expenditure records analysis of responses to case studies and scenarios demonstration of techniques review of tax liabilities calculations oral or written questioning to assess knowledge of principles of double entry bookkeeping and accrual accounting assessment of recommendations provided proposing constructive actions to enhance the effectiveness and efficacy of functions and services.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other financial administration units.

Range Statement

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.
Financial data may include:	Australian Bureau of Statistics (ABS) economic data budget variances budgets and forecasts cash flow/profit reports financial markets monitoring services (e.g. Reuters) financial/operational statements and reports (e.g. expenditures and receipts, profit and loss statements) market valuations
Organisational requirements may include:	financial analysis assessments financial management manuals legal and organisational policies, guidelines and requirements OHS policies, procedures and programs price and exchange parameters quality assurance and/or procedures manuals recording and filing systems reporting requirements standard financial analysis techniques
Conversion and consolidation procedures may include:	moving averages spreadsheets standardised variables trend analysis unit costs
Discrepancies may include:	absence of auditable trail expenditure report mismatches inappropriate authorisations incorrect payments incorrect report formats unreconciled cash flows and operating statements variances from budget and phasings
Statutory requirements may include:	delegated authorities internal control procedures reporting periods taxation payment timings
Revenue gathering practices may include:	billing schedules fees and charges investments leasing lending and financing sales
Revenue documentation may include:	bills cash received debit notes declarations invoices sales proceeds
Available benefits and allowances may include:	depreciation donations interest payments sales tax deductions
Stated deadlines may include:	annual reports lodgement dates monthly returns payment schedules
Recommendations may include:	cash flow consolidation expenses loss profit write-offs
Evidence may include:	budgetary analysis forecasts and estimates order and supplier documentation returns on investments taxation and statutory returns
Significant issues may include:	cost structures internal controls losses and returns profitability statutory obligations suppliers
Format of reports may include:	balance sheets cash flow statements electronic forms financial year reports operating statements spreadsheets statutory forms

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Administration

Co-requisite units

Co-requisite units

BSBFIA501A Report on finances related to international business

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to report on finances related to international business activity. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with managerial responsibility for compiling required financial information; identifying and meeting compliance requirements of relevant international, Australian and overseas finance regulations; and analysing the financial information to frame recommendations to improve compliance and the effectiveness of international business activity.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Compile financial information	1.1. Identify financial information related to international business activity and separate from domestic business activity for reporting and compliance purposes 1.2. Collect relevant current financial data, convert to currency used in report, and evaluate and code to ensure consistency, quality and accuracy in accordance with organisational requirements 1.3. Use conversion and consolidation procedures to compile analysis in accordance with organisational requirements 1.4. Make, record and disclose asset and liability valuations, in accordance with organisational requirements 1.5. Identify, resolve or refer discrepancies, unusual features or queries to the appropriate authority
2. Ensure compliance with relevant international finance regulations	2.1. Identify financial compliance requirements associated with international business activity for relevant international finance regulations 2.2. Access processes to ensure compliance with financial compliance requirements for relevant international finance regulations, from workplace policies and procedures, and relevant information sources 2.3. Record income and expenditure to ensure compliance with statutory requirements 2.4. Calculate liabilities for tax in accordance with relevant legislation 2.5. Identify relevant receipts, revenue documentation and payments correctly 2.6. Ensure statements and claims take full advantage of available benefits and allowances in accordance with statutory requirements 2.7. Submit statutory requirement reports to appropriate authorities within stated deadlines
3. Provide financial business recommendations	3.1. Derive recommendations logically and support with evidence in report 3.2. Ensure recommendations propose constructive actions to enhance the effectiveness and efficacy of functions and services related to international business activity 3.3. Ensure recommendations are concise and facilitate direction and control of organisation's international operations 3.4. Identify and prioritise significant issues in statements, including comparative financial performances, for review and decision making 3.5. Ensure structure and format of reports are clear and conform to organisational and statutory requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities organisational skills to complete tasks accurately and with attention to detail financial management skills to report on international finances with integrity and financial probity literacy skills to write complex financial reports numeracy skills to produce complex financial reports research, information-gathering, analytical, evaluation and assessment skills to report on the financial aspects of an international business technology skills to gather, store, use and report on financial information.
Required knowledge
organisational procedures and requirements relating to compliance issues and financial reporting principles of accounting and financial systems product or service knowledge for the products/services being marketed and traded by the organisation internationally identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Trade Practices Act World Trade Organisation rules bilateral or regional trade agreements International Commercial Terms (INCOTERMS) Warsaw Convention occupational health and safety (OHS) sources of information to facilitate compliance with relevant international finance regulations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of the collation and analysis of financial data for the international business operations of an organisation in compliance with Australian, international and overseas financial regulations financial report on the organisation's international business operations containing recommendations for improvements in both compliance and the efficiency of the organisation's international business operations knowledge of relevant Australian, international and local legislation and conventions.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to workplace documents including completed reports access to relevant information sources.
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of financial performance of international business activities observation of techniques used to report on finances related to international trade/business oral or written questioning to assess knowledge of principles of accounting and financial systems review of recording of income and expenditure assessment of asset and liability valuations recorded and disclosed assessment of prioritisation of significantissues in statements, for review and decision making.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: finance units international business units

Range Statement

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.
Financial data may include:	budgets, forecasts and variations cash flow/profit reports financial/operational statements and reports (e.g. expenditures and receipts, profit and loss statements) market valuations
Organisational requirements may include:	financial analysis assessments financial management manuals legal and organisational policy/guidelines and requirements OHS policies, procedures and programs price and exchange parameters quality assurances and/or procedures manuals recording and filing systems reporting requirements standard financial analysis techniques
Conversion and consolidation procedures may include:	moving averages spreadsheets standardised variables trend analysis unit costs
Discrepancies may include:	absence of auditable trail expenditure report mismatches inappropriate authorisations incorrect payments incorrect report formats unreconciled cash flows and operating statements variances from budget and phasings
International finance regulations may include:	Australian government regulatory authorities international organisations and bodies regulatory authorities in overseas countries
Information sources may include:	academics and training providers Austrade and other Australian, state/territory government departments and agencies overseas embassies, consulates, government departments and agencies within Australia and overseas trade and industry publications
Statutory requirements may include:	delegated authorities internal control procedures limits on volumes and types of financial transactions reporting of duty, excise and other overseas government charges reporting periods taxation and payment timings
Revenue documentation may include:	bills cash received countertrade documentation debit notes declarations forfaiting records invoices other documentation involving exchange of money or goods in place of money records of barter sales proceeds
Benefits and allowances may include:	depreciation donations goods and services tax (GST) credits derived from export deductions interest payments other allowances made to exporters by the Australian government other allowances made to international traders by overseas governments
Deadlines may include:	annual reports lodgement dates monthly returns payment schedules
Recommendations may include:	cash flow changes in business activity including markets, goods or services traded consolidation expenses and overheads labour costs including decisions to move production partly or wholly offshore loss profit write-offs
Evidence may include:	budgetary analysis documented costs forecasts and estimates order and supplier documentation returns on investments taxation and statutory returns
Issues may include:	cost structures internal controls losses and returns profitability statutory obligations suppliers and markets
Format may include:	audits balance sheets cash flow statements electronic forms financial year reports operating statements spreadsheets statutory forms

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBFIM501A Manage budgets and financial plans

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake financial management within a work team in an organisation. This includes planning and implementing financial management approaches, supporting team members whose role involves aspects of financial operations, monitoring and controlling finances, and reviewing and evaluating effectiveness of financial management processes in line with the financial objectives of the work team and the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit addresses the requirement for managers to ensure that financial resources are used effectively. This is done by ensuring access to budget/s and ongoing monitoring expenditure against the budget/s. The unit applies to managers working in small and large business environments and not for profit organisations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan financial management approaches	1.1. Access budget/financial plans for the work team 1.2. Clarify budget/financial plans with relevant personnel within the organisation to ensure that documented outcomes are achievable, accurate and comprehensible 1.3. Negotiate any changes required to be made to budget/financial plans with relevant personnel within the organisation 1.4. Prepare contingency plans in the event that initial plans need to be varied
2. Implement financial management approaches	2.1. Disseminate relevant details of the agreed budget/financial plans to team members 2.2. Provide support to ensure that team members can competently perform required roles associated with the management of finances 2.3. Determine and access resources and systems to manage financial management processes within the work team
3. Monitor and control finances	3.1. Implement processes to monitor actual expenditure and to control costs across the work team 3.2. Monitor expenditure and costs on an agreed cyclical basis to identify cost variations and expenditure overruns 3.3. Implement, monitor and modify contingency plans as required to maintain financial objectives 3.4. Report on budget and expenditure in accordance with organisational protocols
4. Review and evaluate financial management processes	4.1. Collect and collate for analysis, data and information on the effectiveness of financial management processes within the work team 4.2. Analyse data and information on the effectiveness of financial management processes within the work team and identify, document and recommend any improvements to existing processes 4.3. Implement and monitor agreed improvements in line with financial objectives of the work team and the organisation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skills to read and understand a budget and to update a budget technology skills to use software associated with financial record keeping.
Required knowledge
basic accounting principles organisational requirements related to financial management relevant legislation and current requirements of the Australian Taxation Office, including GST requirements for organisational record keeping and auditing principles and techniques involved in: budgeting cash flows electronic spreadsheets GST ledgers and financial statements profit and loss statements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: financial skills required to work with and interpret budgets, ageing summaries, cash flow, petty cash, GST, and profit and loss statements knowledge of the record keeping requirements for the ATO and for auditing purposes.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports indicating broad knowledge of managing budgets and managing financial resources in the organisation demonstration of techniques using financial record keeping software direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of requirements for organisational record keeping and auditing review of contingency plans review of identification of cost variations and expenditure overruns evaluation of documentation reportingon budget and expenditure review of documentation identifying and recommending improvements to financial management processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Management.

Range Statement

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.
Budget/financial plans may include:	cash flow projections long-term budgets/plans operational plans short-term budgets/plans spreadsheet-based financial projections targets or key performance indicators for production, productivity, wastage, sales, income and expenditure
Relevant personnel may include:	financial managers, accountants or financial controllers supervisors, other frontline managers
Contingency plans may include:	contracting out or outsourcing human resources and other functions or tasks diversification of outcomes finding cheaper or lower quality raw materials and consumables increasing sales or production recycling and re-using rental, hire purchase or alternative means of procurement of required materials, equipment and stock restructuring of organisation to reduce labour costs risk identification, assessment and management processes seeking further funding strategies for reducing costs, wastage, stock or consumables succession planning
Support may include:	access to specialist advice documentation of procedures help desk or identified experts within the organisation information briefings or sessions intranet-based information training including mentoring, coaching and shadowing
Required roles may include:	arranging for use of corporate credit cards banking debt collection ensuring security, accuracy and currency of financial operations invoicing clients, customers and consumers maintaining journals, ledgers and other record keeping systems maintaining petty cash system purchasing and procurement wages and salaries payments and record keeping
Resources and systems may include:	hardware and software human, physical or financial resources record keeping systems (electronic and paper-based) specialist advice or support
Processes to monitor actual expenditure and to control costs across the work team include:	reporting of: assets consumables equipment expenditure income stock wastage
Reporting may include data from:	bank statements credit card statements financial reports invoices and receipts ledgers and journals logs petty cash records spreadsheet-based records
Data and information on the effectiveness of financial management processes may include records (paper-based and electronic) related to:	bank account records cash flow data contracts credit card receipts employee timesheets files of paid purchase and service invoices income and expenditure insurance reports invoices job costings petty cash receipts quotations taxation records wages/salaries books

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBFIM502A Manage payroll

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish and monitor security procedures for managing organisational payroll services and to calculate and process salary payments, group taxation and related payments. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are required to establish and work with payroll systems. They may work as senior administrative staff or may have responsibility for managing payroll systems and calculations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish procedures for the management of payroll	1.1. Establish security procedures that ensure the confidentiality and security of payroll information 1.2. Ensure procedures guarantee substantiation of claims for allowances 1.3. Establish control measures to safeguard organisation's financial resources in accordance with legislative and organisational requirements 1.4. Establish systems to ensure that statutory obligations are met and records are kept for the period determined by government legislation
2. Prepare payroll data	2.1. Use nominated industrial awards, contracts and government legislation to calculate gross pay and annual salaries 2.2. Calculate statutory and voluntary deductions using government and employee documentation 2.3. Provide payroll data to payroll processor for calculation within designated time lines
3. Authorise payment of salaries	3.1. Check payroll, and authorise salaries and wages for payment in accordance with organisational policy and procedures 3.2. Reconcile salaries, wages and deductions in accordance with organisational policy and procedures 3.3. Deal with salary, wage and related enquiries in accordance with organisational policy and procedures
4. Administer salary records	4.1. Process declaration forms for new and existing employees in accordance with Australian Taxation Office requirements 4.2. Forward periodic deductions to nominated creditors within designated time lines 4.3. Prepare and despatch payments to government authorities accurately and in accordance with the relevant government legislation 4.4. Calculate and transcribe group tax amounts and make payments in accordance with taxation procedures 4.5. Prepare and reconcile employee group certificate amounts from salary records

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to answer enquiries, and to explain and resolve discrepancies with employees literacy skills to follow complex financial procedures and to follow and write detailed instructions numeracy skills to: use financial formulae calculate gross and net pay compare differing rates of pay over a given time span of the same nature prepare cash analysis sheets reconcile figures and rectify anomalies to ensure accuracy.
Required knowledge
key provisions of relevant legislation from all forms of government, standards, regulations and codes that may affect aspects of business operations, such as: Australian Taxation Office regulations anti-discrimination legislation ethical principles codes of practice financial legislation privacy laws relevant industrial awards other relevant government and statutory bodies in relation to payroll Superannuation Guarantee (Administration) Act and superannuation regulations organisational policies and procedures across the full range of tasks requiredpayroll processes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting steps undertaken to establish payroll system using data and calculations to calculate payroll, including a range of deductions preparing appropriate records to record payroll processing.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources, such as: Australian Accounting and Auditing Standards calculator certified or workplace agreements computer equipment and relevant software HECS/HELP documentation organisation's accounting system organisational contracts paper-based or electronic payroll system relevant Australian Taxation Office legislation relevant industrial Awards Superannuation Guarantee (Administration) Act access to samples of financial data.
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: analysis of responses to case studies and scenarios demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of authenticated documents from the workplace or training environment oral or written questioning to assess knowledge of accounting procedures and techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: financial administrationunits other financial management units.

Range Statement

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.
Security procedures may include:	authorised access back-up files computer passwords employees signing for pay ensuring security of passwords and keys keeping payroll documents secure maintaining security and confidentiality of employees' details numbering payroll registers restricting access to electronic files and locking paper-based confidential information separating locations of confidential information storage of information off site supervision of timesheets
Control measures may include:	authorisation requirements dual checking system internal control policies and procedures multiple checks and balances reconciliation of records separation of duties
Legislative and organisational requirements may include:	Australian Accounting and Auditing Standards Australian Securities and Investments Commission (ASIC) requirements Australian Taxation Office regulations corporations law Fringe Benefits Tax (FBT) Higher Education Contribution Scheme (HECS) Higher Education Loan Programme (HELP) legislation and regulations in relation to superannuation such as the Superannuation Guarantee (Administration) Act organisational policy and procedures for cash handling Pay As You Go (PAYG) tax superannuation tax file number
Nominated industrial awards, contracts and government legislation may include:	certified and workplace agreements enterprise agreements federal and state/territory awards use of Wageline
Calculating gross pay and annual salaries may include:	allowances annual leave loading appropriate pay structure deductions employment history cards FBT FBT returns long service leave overtime penalty rates salary packaging items salary sacrificing sick leave time sheets
Statutory and voluntary deductions may include:	HECS HELP insurance Medicare levy PAYG tax payroll tax superannuation levy union fees
Designated time lines may include:	Australian Taxation Office time lines for submission such as group tax, fringe benefits tax Business Activity Statement (BAS) stipulated time period before employee departs organisation stipulated time period before pay is due to employees organisational time lines
Nominated creditors may include:	Australian Taxation Office government agencies health funds membership organisations those nominated as part of salary packaging union vehicle leasing organisations

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Management

Co-requisite units

Co-requisite units

BSBFIM601A Manage finances

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake budgeting, financial forecasting and reporting requirements, and to allocate and manage resources to achieve the required outputs for the business unit. It includes contributing to financial bids and estimates, allocating funds, managing budgets and reporting on financial activity. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to people who have managerial responsibilities which include overseeing the management of financial and other resources across a business unit, a series of business units or teams, or an organisation. It covers all areas of broad financial management. In a larger organisation this work would be supported by specialists in financial management.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan for financial management	1.1. Review and analyse previous financial data to establish areas which have generated a profit or loss 1.2. Undertake research to review reasons for previous profit and loss 1.3. Review business plan to establish critical dates and initiatives that will require or generate resources in next financial cycle 1.4. Analyse cash flow trends 1.5. Review statutory requirements for compliance and liabilities for tax 1.6. Review existing software and its suitability for financial management
2. Establish budgets and allocate funds	2.1. Use previous financial data to determine allocations for resources 2.2. Make informed estimates of new items for inclusion in budget 2.3. Prepare budgets in accordance with organisational requirements and statutory requirements
3. Implement budgets	3.1. Circulate budgets and ensure managers and supervisors are clear about budgets, reporting requirements and financial delegations 3.2. Manage risks by checking there are no opportunities for misappropriation of funds and that systems are in place to properly record all financial transactions 3.3. Review profit and loss statements, cash flows and ageing summaries 3.4. Revise budgets, as required, to deal with contingencies 3.5. Maintain audit trails to ensure accurate tracking and to identify discrepancies between agreed and actual allocations 3.6. Ensure compliance with due diligence
4. Report on finances	4.1. Ensure structure and format of reports are clear and conform to organisational and statutory requirements 4.2. Identify and prioritise significant issues in statements, including comparative financial performances for review and decision making 4.3. Prepare recommendations to ensure financial viability of the organisation 4.4. Evaluate the effectiveness of financial management processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to explain budgets and reporting requirements, and to deal with questions mathematical skills to read and interpret budgets technology skills to work with financial software.
Required knowledge
financial probity principles of accounting and financial systems relevant Australian, international and local legislation and conventions, such as: bilateral or regional trade agreements International Commercial Terms (INCOTERMS) Trade Practices Act Warsaw Convention World Trade Organization determinations requirements of the Australian Tax Office, including Goods and Services Tax, Company Tax, PAYG.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: preparation of budgets which align with the business plan, use previous financial data and meet all compliance requirements analysis of the effectiveness of existing financial management approaches knowledge of the requirements of the Australian Tax Office.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports on financial systems and financial management direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of budgets prepared oral or written questioning to assess knowledge of legislative requirements or the tax system evaluation of documentation reviewing profit and loss statements, cash flows and ageing summaries analysis of maintenance of audit trails review of recommendations prepared to ensure the financial viability of the organisation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the BSB60407 Advanced Diploma of Management.

Range Statement

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.
Financial data may include:	budgets, forecasts and variations cash flow/profit reports financial/operational statements and reports (e.g. expenditures and receipts, profit and loss statements) market valuations
Organisational requirements may include:	financial analysis assessments financial management manuals legal and organisational policies, guidelines and requirements occupational health and safety policies, procedures and programs price and exchange parameters quality assurance and/or procedures manuals recording and filing systems reporting requirements standard financial analysis techniques
Statutory requirements may include:	delegated authorities internal control procedures limits on volumes and types of financial transactions reporting of duty, excise and other overseas government charges reporting periods taxation and payment timings
Discrepancies may include:	absence of auditable trail expenditure report mismatches inappropriate authorisations incorrect payments incorrect report formats unreconciled cash flows and operating statements variances from budget and phasings
Format may include:	audits balance sheets cash flow statements electronic forms financial year reports operating statements spreadsheets statutory forms
Issues may include:	cost structures internal controls losses and returns profitability statutory obligations suppliers and markets
Recommendations may refer to:	cash flow changes in business activity including markets, goods or services traded consolidation expenses and overheads labour costs including decisions to move production to other locations or sites loss profit write-offs

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Management

Co-requisite units

Co-requisite units

BSBFIM701A Manage financial resources

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage financial resources in a complex environment for a substantial business unit or organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Leaders in learning operations are typically required to forecast future financial resource needs, analyse current asset performance and capacity to a standard expected in a commercial environment, and to set business targets. There will be a requirement to manage compliance mechanisms, to mange financial risk within agreed plans and mechanisms, and to monitor compliance with financial projections. This unit will have specific relevance for leaders or managers working to leverage how learning can enhance individual, team and organisational capabilities. Management of financial resources relating to complex and diverse training operations or projects is an important aspect of work for managers in training and/or assessment organisations or leaders seeking to implement organisational learning. The unit may relate equally to small scale learning activities within a small to medium sized organisation or a significant activity in a large organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Forecast future financial resource needs	1.1. Establish and report on the capacity of existing financial systems 1.2. Forecast financial data and business system requirements 1.3. Analyse forecasted requirements 1.4. Prepare and plan budget forecasts according to organisational and statutory requirements 1.5. Prepare and present recommendations for budget expenditure or for modification of existing projections
2. Analyse current asset performance and capacity	2.1. Analyse the costs of, and returns from, assets and liabilities using standard accounting techniques to identify extent of debt and equity financing 2.2. Establish management responsibilities and legal requirements for reporting, in consultation with relevant organisational staff 2.3. Analyse and interpret financial reports and key information 2.4. Analyse and evaluate the effects of financial decisions on the ability of the organisation to meet planned outcomes
3. Set business targets and compliance mechanisms	3.1. Collect comparative and trend information and confirm needs for future budget and associated resources 3.2. Complete negotiations to secure resources in accordance with relevant short-term and long-term needs 3.3. Allocate resources against the budget to maximise organisation's performance 3.4. Maintain accurate and up-to-date records of resource allocation and usage according to organisational requirements 3.5. Develop and review management systems which enable timely collection, management and processing of information 3.6. Complete and accurately report records of budget performance and expenditure according to organisational procedures and statutory requirements 3.7. Evaluate and improve budget audit mechanisms and compliance requirements as required
4. Manage financial risk	4.1. Identify and analyse financial risk factors 4.2. Document and manage financial risks according to organisational policies and procedures 4.3. Implement procedures to review financial risk management activities regularly
5. Monitor compliance with financial projections	5.1. Identify deviations from budgets that generate an adverse affect on budget objectives 5.2. Promptly develop action plans to remedy significant deviations from budget objectives and projections 5.3. Monitor and review financial documentation against organisational objectives 5.4. Revise and renew budget priorities to meet operational contingencies and risk management 5.5. Manage costs to targets set in the budget

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to identify potential risks of any type communication skills to identify financial information and to follow Australian Accounting and Auditing Standards, and the organisation's accounting procedures decision making skills interpersonal skills to: maintain appropriate relationships with colleagues establish trust value and be open to, the opinions of others work as part of a team listening actively negotiation skills planning and organisation skills to timetable and schedule reports and lodgements problem-solving, initiative and enterprise skills to prepare budgets and to monitor their implementation research skills to identify valuations and applicable professional standards risk management skills.
Required knowledge
accounting, financial statements and cash flow communication processes and methods compliance requirements cost of capital, capital structure and working capital finance and investment decisions goal of financial resource management legislation, codes and by-laws relevant to the organisation's operations principles of finance relevant legislation from all levels of government that affect business operation, especially occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination risk and return .

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: preparing a financial resource plan/budget monitoring and managing financial resources over a full planning cycle effectively communicating financial reports and operational execution transferring competence to changing circumstances and responding to unusual situations knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to workplace contractual and procurement documentation competence is consistently demonstrated over time, and over a range and variety of situations access to appropriate documentation and resources normally used in the workplace access to an appropriate operating environment.
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 completion of applied projects or learning activities, such as budget preparation, analysis and reporting, preparation of financial forecasts, and review and analysis of costs direct observation of contextual application of skills oral or written questioning to assess knowledge of risk and return review of documentation displaying compliance with professional and regulatory standards for financial management.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED710A Develop human capital.

Range Statement

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.
Systems are defined as:	a detailed description/depiction of how organisations relate to their environments and how they process information through strategic and tactical management to develop actual operating procedures
Financial data may include:	Australian Bureau of Statistics (ABS) economic data balance sheet benchmarks or trend analysis budget variances budgets and forecasts cash flow/profit reports financial/operational statements and reports (such as expenditures and receipts, profit and loss statements) financial markets monitoring services (such as Reuters) income statements market valuations
Statutory requirements may include:	delegated authorities internal control procedures reporting periods taxation payment timings
Standard accounting techniques relating to the management of financial resources for an organisation may include:	deprival asset valuations direct and indirect allocation discounted cash flows impact statements internal rate of return net present value pay back break even periods pro-rata and percentage apportionment rates of return
Management responsibilities may include:	organisational policies, procedures, guidelines, ethical and/or professional standards
Legal requirements may include:	private sector requirements such as: Australian Accounting Standards (SAC 1, 2, Framework AASB1001) Corporations Act 2001 GST and income tax reporting public sector requirements such as: Financial Administration and Audit Act 1977 Financial Management Standard 1997
Key information may include:	gross profit net profit return on investment Or for public or not-for-profit organisations: best use of resources surplus/deficit against budget value for money
Comparative and trend information includes:	availability of external funding sources benchmarks as agreed business activity brand value expenses leverage liquidity profitability return on equity sales wages
Organisational requirements may include:	financial analysis assessments financial management manuals legal and organisational policies, guidelines and requirements OHS policies, procedures and programs price and exchange parameters quality assurance and/or procedures manuals recording and filing systems reporting requirements standard financial analysis techniques
Risks may include:	damage to property/equipment environmental equipment/system failures financial/economic loss/failure industrial disputation market changes natural disasters OHS including disease political events product failure professional incompetence security failure (including criminal or terrorist activities)
Risk management is:	the process of identification of potential negative events and the development of plans to mitigate or minimise the likelihood of the negative event occurring and/or the consequences in the event it does occur
Financial documentation relating to the management of financial resources for an organisation may include:	balance sheets budgetary analysis electronic forms financial year reports forecasts and estimates operating statements order and supplier documentation returns on investments spreadsheets taxation and statutory returns

Unit Sector(s)

Unit sector

Competency field

Competency field	Finance - Financial Management

Co-requisite units

Co-requisite units

BSBFLM303C Contribute to effective workplace relationships

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to gather information and maintain effective working relationships and networks, with particular regard to communication and representation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers have a key role in contributing to efficient and effective work teams within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team cohesion through providing leadership for the team and forming the bridge between the management of the organisation and the team members. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement. This unit is related to BSBWOR401A Establish effective workplace relationships.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Seek, receive and communicate information and ideas	1.1. Collect information associated with the achievement of work responsibilities from appropriate sources 1.2. Communicate ideas and information to diverse audiences in an appropriate and sensitive manner 1.3. Seek contributions from internal and external sources to develop and refine new ideas and approaches in accordance with organisational processes 1.4. Facilitate consultation processes to allow employees to contribute to issues related to their work, and promptly communicate outcomes of consultation to the work team 1.5. Promptly deal with and resolve issues raised, or refer them to relevant personnel
2. Encourage trust and confidence	2.1. Treat people with integrity, respect and empathy 2.2. Encourage effective relationships within the framework of the organisation's social, ethical and business standards 2.3. Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance 2.4. Adjust interpersonal styles and methods in relation the to organisation's social and cultural environment
3. Identify and use networks and relationships	3.1. Identify and utilise workplace networks to help build relationships 3.2. Identify and describe the value and benefits of networks and other work relationships for the team and the organisation
4. Contribute to positive outcomes	4.1. Identify difficulties and take action to rectify the situation within own level of responsibility according to organisational and legal requirements 4.2. Support colleagues in resolving work difficulties 4.3. Regularly review workplace outcomes and implement improvements in consultation with relevant personnel 4.4. Identify and resolve poor work performance within own level of responsibility and according to organisational policies 4.5. Deal constructively with conflict, within the organisation's established processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities coaching and mentoring skills to provide support to colleagues functional literacy skills to access and use workplace information relationship management and communication skills to: interpret information from a variety of people respond to unexpected demands from a range of people gain the trust and confidence of colleagues deal with people openly and fairly forge effective relationships with internal and/or external people.
Required knowledge
principles and techniques associated with relationship management, including: developing trust and confidence behaving consistently in work relationships identifying the cultural and social environment identifying and assessing interpersonal styles establishing networks identifying and resolving problems handling conflict managing poor work performance monitoring and improving work relationships using anti-discrimination/bias strategies and making contributions relevant legislation from all levels of government that may affect business operation, especially in regard to: occupational health and safety and environmental issues equal opportunity industrial relations anti-discrimination.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: using culturally appropriate communication techniques to share work-based information with teams and individuals in accordance with organisation policies developing networks and building team relationships regularly reviewing workplace outcomes to identify and resolve issues and implement improvements within own level of responsibility and according to organisational policies.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 oral or written questioning to assess knowledge and understanding of principles of relationship management and organisation's social, ethical and business standards presentation of examples of actions taken by the candidate to build networks and contribute to positive workplace relationships and outcomes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other management or frontline managementunits.

Range Statement

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.
Information may include:	archived, filed and historical background data electronic or manual transmission individual and team performance data marketing and customer-related data organisation policies and procedures planning and organisational documents including the outcomes of continuous improvement and quality assurance written or verbal communications
Sources of information may be:	external, such as: external customers web based resources reports internal, such as: supervisors, managers and peers organisation policies and procedures workplace documents
Diverse audiences may include:	persons with specific social, cultural and other needs that require a range of strategies and approaches including adjusting communication
Consultation processes may include:	feedback to the work team and relevant personnel in relation to outcomes of the consultation process opportunity for employees to contribute ideas and information
Relevant personnel may include:	OHS committees and OHS representatives people with specialist responsibilities supervisors, managers and other employees union representatives/groups
The organisation's social, ethical and business standards may refer to:	implied standards such as honesty and respect relative to the organisation culture and generally accepted within the wider community rewards and recognition for high performing staff standards expressed in legislation and regulations such as anti-discrimination legislation written standards such as those expressed in: vision and mission statements policies code of workplace conduct/behaviour dress code statement of workplace values
Colleagues, customers and suppliers may include:	employees at the same level and more senior managers internal and external contacts people from a wide variety of social, cultural and ethnic backgrounds team members
Workplace networks may be:	formal or informal individuals or groups internal or external structured or unstructured
Workplace outcomes may include:	OHS processes and procedures performance of the work team
Poor work performance may relate to:	self or work team; or it may extend to the organisation as a whole

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Frontline Management

Co-requisite units

Co-requisite units

BSBFLM305C Support operational plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide support for operational practices and procedures within the organisation's productivity and profitability plans. This includes contributing to the operational plan, assisting in recruiting employees and acquiring resources, and monitoring and adjusting operational performance. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers are actively engaged in planning activities to achieve the measurable, stated objectives of the team and the organisation. This key role is carried out to provide safe, efficient and effective products and services to customer satisfaction within the organisation's productivity and profitability plans. At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non routine activities that require some discretion and judgement. This unit is related to BSBMGT402A Implement operational plan.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Contribute to implementation of operational plan	1.1. Collect and record details of resource requirements and report to relevant personnel 1.2. Ensure the operational plan contributes to the achievement of the organisation's performance and business plan 1.3. Identify key performance indicators to measure own and work team's performance 1.4. Undertake contingency planning as required 1.5. Support the development and presentation of proposals for resource requirements as required
2. Assist in recruiting employees and acquiring resources	2.1. Assist with employee recruitment and/or induction as required, within the organisation's policies, practices and procedures 2.2. Acquire physical resources and services according to the organisation's policies, practices and procedures and in consultation with relevant personnel
3. Support operations	3.1. Identify and utilise performance systems and processes to assess team progress in achieving plans and targets 3.2. Compare actual productivity and performance with identified short-term budgets, targets and performance results 3.3. Identify and report unsatisfactory performance to relevant personnel, to enable action to be taken to rectify the situation 3.4. Provide coaching to support individuals and teams to use resources effectively, economically and safely 3.5. Support consultation processes for the development and/or variation of the operational plan as required 3.6. Present recommendations for variation to operational plans to relevant personnel 3.7. Follow performance systems, procedures and recording processes in accordance with organisation requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities coaching and mentoring skills to provide support to colleagues functional literacy skills to access and use workplace information skills to: maintain a safe workplace and environment access and use feedback to improve operational performance prepare recommendations to improve operations access and use established systems and processes.
Required knowledge
principles and techniques of: short-term operational scheduling physical resources and services acquisition procedures and/or systems budget and performance figures interpretation performance monitoring within defined job role performance reporting problem identification and resolution alternative approaches to improving resource usage and eliminating resource inefficiencies and waste within defined job role relevant legislation from all levels of government that may affect business operations, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination support for individuals and teams who have difficulty in performing to the required standard.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: sharing information with members of the work team about implementing and monitoring the operational plan assisting in planning resource acquisition and usage including human resources, risk management and contingency planning monitoring, analysing and reporting individual and team performance against identified targets.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 records produced while working with the operational plan, such as: suggestions for variations to the operational plan rosters and staff allocation short-term resource acquisition planning, contingency planning and/or risk management plans induction programs conducted suggestions and input into management decisions related to the operational plan records of actions taken to address day-to-day resource shortfalls.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFLM303C Contribute to effective workplace relationships BSBFLM306C Provide workplace information and resourcing plans BSBFLM312C Contribute to team effectiveness BSBCMN311B Maintain workplace safety.

Range Statement

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.
Resource requirements may include:	purchasing or ordering of goods stock requirements and requisitions supply of resources.
Relevant personnel may include:	colleagues, supervisors and managers OHS committees and other people with specialist responsibilities specialist resource managers unions/employee groups other employees.
Operational plan may include:	organisational plans tactical plans developed by the department or section to detail product and service performance.
Key performance indicators may refer to:	measures for monitoring or evaluating the efficiency or effectiveness of a system, and which may be used to demonstrate accountability and identify areas for improvements.
Contingency planning may refer to:	contracting or outsourcing human resource and other functions or tasks diversification of outcomes finding cheaper or lower quality raw materials and consumables increasing sales or production recycling and re-use rental, hire purchase or alternative means of procurement of required materials, equipment and stock restructuring of organisation to reduce labour costs risk identification, assessment and management processes seeking further funding strategies for reducing costs, wastage, stock or consumables succession planning.
The organisation's policies practices and procedures may include:	organisational guidelines which govern and prescribe operational functions, such as the acquisition and management of human and physical resources organisational culture Standard Operating Procedures undocumented practices in line with organisational operations.
Performance systems and processes may be:	formal or informal processes within the organisation, such as: Key Performance Indicators (KPIs) specified work outcomes individual and team work plans feedback arrangements informal systems used in the place of existing organisation-wide systems.
Consultation processes may refer to:	mechanisms used to provide feedback to the work team in relation to outcomes of consultation meetings, interviews, brainstorming sessions, email/intranet communications, newsletters or other processes and devices which ensure that all employees have the opportunity to contribute to team and individual operational plans.
Performance systems, procedures and recording processes may include:	databases and other recording mechanisms individual and team performance plans organisational policies and procedures relative to performance.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Frontline Management

Co-requisite units

Co-requisite units

BSBFLM306C Provide workplace information and resourcing plans

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to support the information management system. It involves the identification, acquisition, initial analysis and use of appropriate workplace information. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers, in supporting the processes of identifying, acquiring, analysing and using appropriate information, play a significant part in the organisation's effectiveness. At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non routine activities that require some discretion and judgement. This unit is related to BSBINM401A Implement workplace information system.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Locate relevant information	1.1. Identify and locate information required by teams 1.2. Acquire and review information according to organisational procedures 1.3. Apply plans and procedures to obtain information which is not immediately available/accessible
2. Collect and report information	2.1. Collect information relevant to the needs of teams in an adequate and timely manner 2.2. Ensure information acquired is in a format suitable for analysis, interpretation and dissemination 2.3. Use information to identify and report relevant trends and developments to relevant personnel, within the limits of own role
3. Use information systems	3.1. Effectively use management information systems to store and retrieve data 3.2. Use available technology to manage information effectively 3.3. Report recommendations for improving information system to designated persons and/or groups
4. Support the preparation of business plan and/or budgets	4.1. Effectively utilise the contribution of the work team when preparing business plans and/or budgets to gain support for the outcomes 4.2. Present and record information to support the preparation of business plans and/or budgets in accordance with the organisation's guidelines and requirements 4.3. Follow contingency plans in the event that alternative action is required
5. Support the preparation of resource proposals	5.1. Consult with colleagues to collect resource planning data as required 5.2. Report estimated resource needs and usage according to organisational requirements as necessary 5.3. Facilitate resourcing within limits of own role

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities coaching and mentoring skills to provide support to colleagues communication and research skills covering information collection, analysis and reporting functional literacy skills to access and use workplace information information preparation skills skills to improve information usage in decision making technical skills to extract and input information
Required knowledge
a general understanding of: workplace information systems operational plans and budgets resource proposals basic financial concepts relating operational plans and budgets methods to gain efficiencies in operational resource management relevant legislation from all levels of government which may affect business operations, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: using management information system to collect, store and retrieve data supporting the preparation of business plans and/or budgets involving the work team in planning and budget preparation estimating resource needs and usage according to organisational requirements and allocating or acquiring resources within limits of own role.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 records produced from working in a team, such as: reports minutes or records of meetings work journals or diaries learning and development plans developed with team members records of actions taken to address issues raised by team members.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCUS301A Deliver and monitor a service to customers BSBFLM305C Support operational plan BSBFLM312C Contribute to team effectiveness BSBCMN311B Maintain workplace safety.

Range Statement

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.
Information may include:	archived, filed and historical background data continuous improvement and quality assurance data data available internally or externally data shared and retrieved in various forms such as in writing or verbally, electronically or manually financial and contractual data marketing and customer-related data organisational performance data planning and organisational documents policies and procedures.
Plans and procedures may include:	action plans, project plans or more formal planning tools in line with organisational procedures and levels of own responsibility informal documents outlining a series of planned actions or steps organisational procedures such as Standard Operating Procedures, record keeping procedures organisational processes and procedures used to obtain information, with consideration given to meeting legislative requirements, such as privacy, anti-discrimination.
Relevant personnel may include:	colleagues and specialist resource managers OHS committees and OHS representatives supervisors, managers and other staff/employees other people with specialist responsibilities.
Management information systems may be:	the entire infrastructure of an organisation, including personnel, and the components for the collection, processing, storage, transmission, display, dissemination, and disposition of information.
Technology may include:	computerised systems and software such as databases, project management and word-processing telecommunications devices other technology available in the workplace and used to carry out work roles and responsibilities.
Designated persons or groups may include:	groups designated in workplace policies and procedures the frontline manager's supervisors or others with management roles and responsibilities concerning information systems other stakeholders accessing the information system such as customers and service providers other work groups or teams whose work will be affected by the system.
Business plans and/or budgets may refer to:	cash flow projections long or short term budgets/plans relative to own responsibilities operational plans spreadsheet-based financial projections targets or Key Performance Indicators (KPIs) for production, productivity, wastage, sales, income and expenditure.
Contingency plans will usually be developed by others and may include:	contracting out or outsourcing human resource and other functions or tasks diversification of outcomes finding cheaper or lower quality raw materials and consumables increasing sales or production recycling and re-use rental, hire purchase or alternative means of procurement of required materials, equipment and stock restructuring of organisation to reduce labour costs risk identification, assessment and management processes seeking further funding strategies for reducing costs, wastage, stock or consumables.
Colleagues may include:	employees at the same level or more senior managers OHS representatives people from a wide variety of social, cultural and ethnic backgrounds and physical and mental abilities team members.
Resource planning data may relate to:	buildings/facilities equipment/technology finance information people power/energy targets or Key Performance Indicators (KPIs) for production, productivity, wastage, sales, income and expenditure time.
Resourcing may include:	purchasing or ordering of goods stock requirements/requisitions supply of resources.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Frontline Management

Co-requisite units

Co-requisite units

BSBFLM309C Support continuous improvement systems and processes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit specifies the outcomes required to support the organisation's continuous improvement systems and processes. Particular emphasis is on actively encouraging the team to participate in the process, on monitoring and reporting on specified outcomes and on supporting opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit replaces BSBFLM309A Support continuous improvement systems and processes. Frontline managers have an active role in supporting continuous improvement processes in achieving the organisation's objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important responsibility in influencing the ongoing development of the organisation. At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non-routine activities that require some discretion and judgement. Consider co-assessment with BSBFLM305C Support operational plan, BSBFLM312C Contribute to team effectiveness, BSBCUS301A Deliver and monitor a service to customers, BSBCMN311B Maintain workplace safety, and BSBFLM311C Support a workplace learning environment.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Contribute to continuous improvement systems and processes	1.1. Actively encourage and support team members to participate are in decision making processes and to assume responsibility and exercise initiative 1.2. Communicate the organisation's continuous improvement processes to individuals and teams 1.3. Effectively utilise mentoring and coaching to ensure that individuals/teams are able to support the organisation's continuous improvement processes
2. Monitor and report on specified outcomes	2.1. Utilise the organisation's systems and technology to monitor team progress and to identify ways in which planning and operations could be improved 2.2. Apply continuous improvement techniques and processes to improve customer service
3. Support opportunities for further improvement	3.1. Communicate agreed recommendations for improvements in achieving the business plan to team members 3.2. Document and use work performance to identify opportunities for further improvement 3.3. Maintain records, reports and recommendations for improvement within the organisation's systems and processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities functional literacy skills to access and use workplace information research, analysis, interpretation and reporting skills monitoring and evaluation skills communication skills to: gain the commitment of individuals and teams to continuous improvement deal with people openly and fairly use consultation skills effectively skills to consolidate opportunities for improvement coaching and mentoring skills to provide support to colleagues
Required knowledge
legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination principles and techniques of: continuous improvement systems and processes benchmarking best practice benefits of continuous improvement quality approaches which the organisation may implement methods that can be used in continuous improvement barriers to continuous improvement recording, reporting and recommendation processes to facilitate continuous improvement applied within the organisation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: examples of actions taken by the candidate to support continuous improvement including: use of work performance to identify improvement adjusted plans to reflect changes effective communication to all stakeholders use of technology to monitor operational progress application of suitable recordkeeping processes.
Context of and specific resources for assessment	Assessment must ensure: access by the learner and trainer to appropriate documentation and resources normally used in the workplace that this unit is assessed in the workplace or in a closely simulated work environment.
Method of assessment	A range of assessment methods should be used to assess 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 records supporting the organisation's continuous improvement systems and processes, such as: contributions to organisational policies and procedures contributions to procedures and policies for dealing with continuous improvement processes, and related codes of conduct actions taken to address information collection, retrieval and use in the workplace actions taken to address issues and problems within work team actions taken to address methods of reporting information learning and development plans for team members materials developed for coaching, mentoring and training induction programs developed and/or delivered actions taken to address internal and external information management issues reviews of people management advice and input into management decisions related to continuous improvement records of people management lessons learned.
Guidance information for assessment	This unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team, and as part of a holistic assessment activity.

Range Statement

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.
Legislation, codes and national standards relevant to the workplace may include:	award and enterprise agreements and relevant industrial instruments relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination relevant industry codes of practice.
OHS considerations may include:	provision of information about OHS legislative requirements and guidelines, and the organisation's OHS policies, procedures and programs participation in the regular update of OHS systems and procedures implementation of the continuous improvement processes of the OHS management system changes to work practices, procedures and the working environment which impact on OHS organisation's responsibilities to customers and suppliers.
Methods used to communicate with individuals and team may include:	verbal, written or electronic communications on-the-job mentoring and coaching.
Continuous improvement processes may include:	policies and procedures which allow an organisation to systematically review and improve the quality of its products, services and procedures cyclical audits and reviews of workplace, team and individual performance seeking and considering feedback from a range of stakeholders modifications and improvements to systems, processes, services and products evaluations and monitoring of effectiveness.
Mentoring and coaching may refer to:	teaching another member of the team, usually focusing on a specific work task or skill providing feedback, support and encouragement on a range of matters providing assistance with problem solving.
Systems may include:	organisation policies and procedures web based communication devices attendance at forums, meetings newsletters and reports.
Technology may include:	computerised systems and software such as databases, project management and word-processing telecommunications devices any other technology used to carry out work roles and responsibilities.
Customer service may be:	internal or external, to existing or new clients identifying needs and priorities in delivering a service to customers understanding of different levels of customer satisfaction.
Agreed recommendations may be:	identified improvements arising from the continuous improvement process determined in accordance with organisational policies and procedures

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and leadership - Frontline Management

Co-requisite units

Co-requisite units

BSBFLM311C Support a workplace learning environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to effectively encourage and support a learning environment. Particular emphasis is on participation in processes to facilitate and promote learning and to monitor and improve learning performance. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers have a prominent role in encouraging and supporting the development of a learning environment in which work and learning come together. At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non-routine activities that require some discretion and judgement. This unit is related to BSBLED401A Develop teams and individuals.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Encourage a learning environment	1.1. Encourage and support workplace learning opportunities 1.2. Implement learning plans as an integral part of individual and team performance plans 1.3. Implement learning plans to reflect diversity of needs and learning opportunities 1.4. Encourage individual and team access to, and participation in, learning opportunities 1.5. Liaise effectively with training and development specialists to contribute to learning opportunities which enhance individual, team and organisational performance
2. Encourage and promote learning of team and individuals	2.1. Promote a learning culture within the team and organisation 2.2. Support coaching and mentoring for the development of workplace knowledge, skills and attitudes 2.3. Encourage team members to assess own competencies, and to identify own learning and development needs 2.4. Share the benefits of learning with others in the team and organisation 2.5. Provide recognition and feedback for workplace achievement in a timely and appropriate manner
3. Identify opportunities for improvement	3.1. Monitor the performance of individuals and teams to determine the type and extent of required work-based support 3.2. Gather feedback from individuals and teams to identify opportunities for improving future learning arrangements 3.3. Negotiate adjustments with training and development specialists to improve the efficiency and effectiveness of learning 3.4. Record, document and report learning outcomes in accordance with the organisation's systems and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
coaching and mentoring skills to support learning communication skills to: gain the trust and confidence of colleagues deal with people openly and fairly use consultation skills effectively culturally appropriate communication skills to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities functional literacy skills to access and use workplace information skills in facilitating learning, including: identifying learning needs developing learning plans selecting and using work activities to create learning opportunities establishing a workplace conducive to learning negotiating learning arrangements with training and development specialists encouraging colleagues to share their knowledge and skills evaluating the effectiveness of learning
Required knowledge
principles and techniques of: adult learning a learning environment and learning culture work based learning structuring learning coaching and mentoring relevant legislation from all levels of government that may affect business operation, especially in regard to: occupational health and safety environmental issues equal opportunity and anti-discrimination industrial relations

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: liaising with stakeholders, especially members of the work team, to develop, promote and maintain a workplace learning environment developing learning plans and arranging learning opportunities in line with identified needs compiling and interpreting data about learning arrangements and outcomes in accordance with organisational requirements.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 oral or written questioning to assess knowledge and understanding of workplace learning principles and organisational procedures and policies for applying learning systems presentation of examples of actions taken by the candidate to support a workplace learning environment review of materials developed for coaching, mentoring and training.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCUS301A Deliver and monitor a service to customers BSBFLM305C Support operational plan BSBFLM312C Contribute to team effectiveness BSBCMN311B Maintain workplace safety BSBWOR301A Organise personal work priorities and development.

Range Statement

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.
Learning opportunities may include:	action learning coaching exchange/rotation induction mentoring shadowing short courses structured learning activities conducted outside and within the workplace such as: accredited training through an independent organisation such as a State OHS authority training through an RTO leading to a nationally recognised Australian Qualifications Framework (AQF) qualification or Statement of Attainment, for example through a traineeship or Australian Apprenticeship workplace learning activities, that may also contribute to a recognised credential, such as: workshops.
Learning plans may include:	codes of conduct key performance indicators (KPI) negotiated agreement with individual OHS requirements performance standards team competencies team roles and responsibilities work outputs and process.
Diversity of needs may include:	different learning needs that relate to social, cultural and other types of workplace diversity, such as the need for varied communication styles and approaches.
Training and development specialists may be:	internal or external.
Promoting a learning culture may include:	encouraging learning and sharing of skills and knowledge across the work team and the wider organisation in order to develop competencies of team members and the team informally supporting and recognising learning achievements and sharing success stories promoting participation and learning opportunities using formal processes to reward training participation in line with organisational processes utilising workplace activities as opportunities for learning.
Coaching and mentoring may refer to:	providing assistance with problem solving providing feedback, support and encouragement on a range of matters teaching another member of the team, usually focusing on a specific work task or skill.
Learning and development needs may include:	developmental learning, for example the learning required to progress through an organisation and take on new tasks and roles gaps between the competencies held by the employee and the skills and knowledge required to effectively undertake workplace tasks.
Workplace achievement may refer to:	achievements of set goals and performance outcomes by the work team and/or individuals.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Frontline Management

Co-requisite units

Co-requisite units

BSBFLM312C Contribute to team effectiveness

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This specifies the outcomes required to by frontline managers to contribute to the effectiveness of the work team. It involves planning with the team to meet expected outcomes, developing team cohesion, participating in and facilitating the work team, and communicating with the management of the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers have a key role in developing efficient and effective work teams within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team cohesion by providing leadership for the team and forming the bridge between the management of the organisation and the team members. At this level, work will normally be carried out within known routines, methods and procedures, and may also involve a number of complex or non routine activities that require some discretion and judgement.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Contribute to team outcomes	1.1. Consult team members to identify team purpose, roles, responsibilities, goals, plans and objectives 1.2. Support team members to meet expected outcomes
2. Support team cohesion	2.1. Encourage team members to participate in the planning, decision making and operational aspects of the work team to their level of responsibility 2.2. Encourage team members to take responsibility for their own work and to assist each other in undertaking required roles and responsibilities 2.3. Provide feedback to team members to encourage, value and reward team members' efforts and contributions 2.4. Identify and address issues, concerns and problems identified by team members to relevant persons as required
3. Participate in work team	3.1. Actively encourage and support team members to participate in team activities and communication processes and to take responsibility for their actions 3.2. Support the team to identify and resolve problems which impede its performance 3.3. Utilise own contribution to work team to serve as a role model for others and enhance the organisation's image within the work team, the organisation and with clients/customers
4. Communicate with management	4.1. Maintain open communication with line manager/management at all times 4.2. Communicate information from line manager/management to the team 4.3. Communicate unresolved issues to line manager/management and follow-up to ensure action is taken in response to these matters

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
Required skills ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities communication skills, including listening basic training skills, including mentoring and coaching planning and organising skills problem solving skills attributes: empathic communicative self aware supportive trusting open flexible accommodating initiating loyal fair adaptable
Required knowledge
Required knowledge relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination organisational policies and procedures organisational goals, objectives and plans at both tactical and strategic levels organisational structure including organisational chart learning and development options available within and through organisation a general understanding of the principles and techniques of: group dynamics and processes motivation planning negotiation individual behaviour and difference

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrate leadership in contributing to team plans lead and facilitate teamwork actively communicate with management manage communication within the team induct new team members implement performance management system handle problems
Context of and specific resources for assessment	Assessment must ensure: that this unit can be assessed in the workplace or in a closely simulated work environment access by the learner and trainer to appropriate documentation and resources normally used in the workplace where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment that examples of actions taken by candidate to contribute to team effectiveness are provided
Method of assessment	A range of assessment methods should be used to assess 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 Records produced from working in a team, such as: reports minutes or records of meetings work journals or diaries learning and development plans developed with team members records of actions taken to address issues raised by team members
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation, codes and national standards relevant to the workplace may include:	award and enterprise agreements and relevant industrial instruments relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination relevant industry codes of practice
OHS considerations may include:	provision of information about OHS legislative requirements, guidelines and the organisation's OHS policies, procedures and programs training of all employees in health and safety procedures participation in the regular update of OHS systems and procedures changes to work practices, procedures and the working environment which impact on OHS
Team purpose, roles, responsibilities, goals, plans and objectives may include:	goals for individuals and the work team expected outcomes and outputs individual and team performance plans and Key Performance Indicators (KPIs) action plans, business plans and operational plans linked to strategic plans OHS responsibilities
Feedback may refer to:	communication of ideas and thoughts which focus on specific tasks, outcomes, decisions, issues or behaviours formal/informal gatherings between team members where there is discussion on work-related matters
Relevant persons may include:	frontline manager's direct superior or other management representatives colleagues designated personnel e.g. safety officer
Responsibility for their actions may involve:	individuals and teams individual and joint actions
Communication may include:	verbal, written or electronic communication face-to-face formal/informal interaction
Line manager/management may refer to:	frontline manager's direct superior or other management representatives
Unresolved issues may include:	issues, concerns and tensions problems related to work roles and responsibilities grievances and complaints any matters affecting workplace relationships and team cohesion

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Frontline Management services

Co-requisite units

Co-requisite units

BSBFRA301B Work within a franchise

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work within a franchise to contribute to the successful operation of the business within a framework of compliance requirements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to staff working in franchised businesses. These staff may be in a broad range of roles, such as retail, trade or hospitality.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify requirements for working within a franchise	1.1. Determine role and responsibilities as an employee within a franchise 1.2. Clarify role and responsibilities with supervisor, line manager and/or owner, as appropriate 1.3. Evaluate own skills to determine training needs to meet role and responsibilities within franchise 1.4. Seek assistance from supervisor/line manager/owner to evaluate training needs and to meet these identified needs 1.5. Request and negotiate any reasonable adjustments
2. Clarify own contribution to meeting compliance requirements	2.1. Consult with supervisor/line manager/owner to determine compliance requirements falling within own role and responsibilities 2.2. Determine work plan and ensure scheduled actions to meet compliance requirements are included in this plan 2.3. Undertake required audits, checks and associated tasks as per schedule 2.4. Seek advice as required to resolve difficulties arising in performing scheduled tasks 2.5. Accurately complete workplace records involved with meeting compliance requirements in a timely manner
3. Review own contribution to franchise operations	3.1. Seek feedback from others to confirm that own role and responsibilities are being met 3.2. Review own work to ensure that required tasks are undertaken as per schedules and work plans 3.3. Identify and discuss with supervisor/line manager/owner any improvements in own work practices and those of others within the franchise 3.4. Willingly offer and provide assistance when requested by others within the franchise to meet their assigned roles and responsibilities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills to clarify roles and responsibilities organisational skills to ensure compliance with franchise requirements.
Required knowledge
occupational health and safety (OHS) requirements: specific to nature and type of franchise specific issues such as manual handling, machine guarding and hazardous substances other legislation, codes of practice and national standards that apply to own work in a general way, for example: fire safety regulations codes of practice such as first aid and manual handling Franchising Code of Conduct franchise specific obligations as per franchise agreement and as discussed with supervisor/line manager/owner.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrated understanding of own role and responsibilities in the respective franchise operation accurate record keeping for compliance with franchise requirements techniques for supporting others to meet their roles and responsibilities in relation to the franchise requirements.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation, manager and other personnel in workplace.
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 analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements and own role and responsibilities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Role and responsibilities may include:	code of conduct or other set of expectations that contribute to maintaining brand image, homogeneity and identity contributing to compliance requirements responsibilities outlined in job description or other documentation or provided orally from manager
Reasonable adjustments may include:	any adjustments required by legislation and government policy to ensure that all people are treated equally in their employment and training, as far as is reasonably possible
Compliance requirements may include:	requirements under legislation. including OHS, the franchise agreement and local government by-laws
Audits, checks and associated tasks may include:	cleaning and hygiene schedules product testing quality control stocktaking and removal of out-of-date stock
Advice may include:	information obtained from: documentation line manager and/or supervisor and/or owner material safety data sheets (MSDSs) online suppliers' documentation

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA401B Manage compliance with franchisee obligations and legislative requirements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to comply with obligations set out in the franchising agreement and with relevant legislative requirements specific to the type of franchise. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisees who require a broad knowledge of franchisee obligations and legislative requirements and who use this knowledge to develop compliance strategies. Franchisors will have their needs met in this area by BSBFRA501B Establish a franchise operation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine franchisee obligations and legislative requirements	1.1. Identify obligations under franchising agreement 1.2. Identify relevant legislative requirements 1.3. Access codes of practice and material that interprets and explains obligations and legislative requirements 1.4. Clarify obligations and legislative requirements with franchisor and relevant government and licensing agencies
2. Develop strategies for compliance with franchisee obligations and legislative requirements	2.1. Analyse available information on obligations and legislative requirements to develop strategies for compliance 2.2. Check strategies with franchisor to determine suitability to operate franchise within obligations and legislative requirements 2.3. Use strategies to develop regular, cyclical compliance checks 2.4. Complete training to facilitate compliance requirements
3. Undertake scheduled compliance checks	3.1. Communicate compliance requirements to staff 3.2. Delegate compliance checks to relevant staff and provide training and support for staff to carry out these checks 3.3. Record timing and outcomes of compliance checks according to organisational requirements 3.4. Identify instances of non-compliance from compliance checks
4. Act on identified instances of non compliance with franchisee obligations and legislative requirements	4.1. Determine courses of action to address instances of non-compliance 4.2. Seek assistance of franchisor or other relevant parties to address non-compliance 4.3. Take action to address non-compliance 4.4. Make checks to ensure non-compliance has been addressed 4.5. Monitor compliance in a specific area to ensure continuing compliance 4.6. Analyse reasons for non-compliance to guide future compliance

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities communication and negotiation skills to establish franchisee obligations problem-solving skills to address non-compliance research skills to access necessary information.
Required knowledge
occupational health and safety (OHS) requirements: specific to nature and type of franchise generic to all workplaces other relevant legislation, codes of practice and national standards, for example: legislation covering fire safety, employment of staff and anti-discrimination, dangerous goods, liquor licensing, food safety Franchising Code of Conduct franchise specific obligations: as per franchise agreement as per updates and amendments to agreement over time auditing requirements penalties for non-compliance and context for franchisee obligations and legislative requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: schedule of checks being undertaken associated with a broad statement of strategies to ensure compliance compliance check schedule and examples of checks made documented actions to address instances of non-compliance demonstrated support to staff to assist with compliance knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of real franchisee agreements and related documentation.
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 action taken to address non-compliance oral or written questioning to assess knowledge of franchisee arrangements evaluation of strategies developed for compliance review of documentation recording timing and outcomes of compliance checks.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Obligations under franchising agreement may include:	area of operations or limits to region or territory fees and pricing structures fees paid to franchisor financial controls franchise corporate image requirements and branding limits on trading of other products and services that are outside franchise operations merchandising requirements quality assurance requirements reporting of income, sales or turnover stock control and inventory requirements, and reporting of this information
Legislative requirements may include:	Australian Taxation Office requirements, including requirements to register as a business and obtain an (Australian Business Number) ABN Dangerous Goods Act requirements fire regulations food safety requirements Liquor Licensing Act requirements local government planning and land use zoning regulations OHS requirements other legislative requirements specific to the nature and type of franchise relevant permits, licences and completion of training programs such as in safe food handling requirements under employment legislation
Government may include:	commonwealth local government state/territory
Strategies may be:	broad statements of requirements for compliance used to develop specific work procedures and compliance checks
Compliance checks may be:	continuous, daily, weekly, monthly as required to ensure compliance logged in specific logbook or checked against checklists and filed as required undertaken by franchisee or staff delegated with specific tasks
Training may include:	a cyclical schedule (such as yearly refresher courses and product knowledge workshops) legislative requirements such as first aid, OHS, food handling specifications in the initial franchise agreement

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA402B Establish a franchise

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish a franchise from the initial research phase through to finalising a franchising agreement with the franchisor and opening the franchise for business. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to potential franchisees who will operate under formal franchising agreements and focuses on the planning aspects of the establishment of a franchise.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify opportunities for establishing a franchise	1.1. Research and identify franchising opportunities 1.2. Determine own interests and skills to assess suitability for identified opportunities 1.3. Determine requirements for establishing a specific franchise 1.4. Research and check viability and business record of franchisor in prospective franchise 1.5. Enter into negotiations with a franchisor to establish a franchise
2. Complete business plan	2.1. Access business plan proforma, as appropriate 2.2. Consult franchisor and others in process of developing business planning documents 2.3. Research and determine financing options 2.4. Finalise financial planning for franchise 2.5. Undertake market analysis for franchise opportunity and complete marketing plan 2.6. Research and determine needs for premises in appropriate area 2.7. Compile relevant information into business plan
3. Identify and address learning needs	3.1. Determine required skills and knowledge to manage a franchise, and identify gaps for self and others 3.2. Seek assistance to assess and address learning needs and document these in the form of a learning plan 3.3. Determine training required by franchisor of a franchisee 3.4. Undertake learning plan and required training programs
4. Finalise agreements	4.1. Complete finance agreements 4.2. Access legal advice as required 4.3. Finalise and sign off franchising agreement 4.4. Obtain required permits for franchise operation 4.5. Finalise contracts and agreements with third parties
5. Prepare for opening of franchise	5.1. Obtain physical and human resources required to manage franchise 5.2. Undertake marketing activities associated with opening the franchise 5.3. Open the franchise for business

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities research and analysis skills to conduct and plan market research planning skills to meet learning needs problem-solving skills to address issues which may arise during franchise establishment.
Required knowledge
occupational health and safety (OHS) requirements: specific to nature and type of franchise generic to all workplaces specific to own safety such as manual handling legislation, codes of practice and national standards, for example: Franchising Code of Conduct legislation covering fire safety, OHS, employment of staff, company law, anti-discrimination and fair trading required permits (under commonwealth, state/territory and local government regulations and legislation) franchisee specific obligations as per franchise agreement.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: determining own suitability for the franchise completing a business plan identifying and planing learning needs knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of real franchisee agreements and related documentation.
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 business plan analysis of responses to case studies and scenarios evaluation of documented learning plan observation of presentations on financing options oral or written questioning to assess knowledge of franchisee arrangements observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Requirements for establishing a specific franchise may include:	availability of finance availability of franchise opportunity franchisor specific requirements own skills and knowledge
Negotiations may include:	fee structure for franchise operation financing options franchisee obligations franchisor requirements and expectations reasonable adjustments to workplace, equipment or processes to facilitate operation of the franchise site selection for franchise
Others may include:	accountant family members franchisor staff legal advisor other franchisees already operating franchises own network personal research
Financing options may include:	arrangements with franchisor or third party interest loan from family members loan from financial institution mortgage of existing property or sale of assets
Permits may include:	dangerous goods fire safety and OHS local government permits other commonwealth, state/territory legislation specific business operations such as liquor licence
Contracts and agreements may include:	lease or purchase of premises motor vehicles industry specific tools, plant and equipment IT and office equipment
Third parties may include:	property owner of site separate to franchisor silent partners or commercial backers

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA403B Manage relationship with franchisor

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the business relationship with the franchisor and oneself as the franchisee. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisees who need to develop good working relationships with their franchisor within the Franchising Code of Conduct. BSBFRA504B Manage relationships with franchisees, is the relevant unit for franchisors.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish relationship with franchisor	1.1. Identify the franchisor's representative/s or liaison person/s 1.2. Identify communication channels with the franchisor's representative/s or liaison person/s 1.3. Establish schedule of contact with the franchisor's representative/s or liaison person/ 1.4. Hold initial meeting with the franchisor's representative/s or liaison person/s to initiate ongoing relationship 1.5. Ensure participation in the franchisee advisory council meetings and relevant activities
2. Determine services available from franchisor	2.1. Consult with the franchisor's representative/s or liaison person/s to determine the range of services available through the franchisor 2.2. Establish schedule for accessing services of the franchisor 2.3. Access services available through the franchisor according to schedule and as needs arise in the course of business operations 2.4. Maintain currency of information relating to services available through the franchisor
3. Implement strategies for meeting franchisor financial obligations	3.1. Identify franchisee financial obligations to the franchisor 3.2. Develop and implement strategies and procedures to meet franchisee financial obligations 3.3. Undertaken planning to facilitate ongoing management of franchise
4. Resolve disputes with franchisor	4.1. Identify disputes with the franchisor and enter into negotiations with the franchisor's representative/s or liaison person/s in line with complaints handling procedure as described in the Franchising Code of Conduct 4.2. Seek assistance of third parties or mediators to facilitate resolution of disputes arising with the franchisor and in line with the complaints handling procedure 4.3. Resolve disputes and document courses of agreed action 4.4. Implement agreed courses of action to resolve disputes 4.5. Use lessons learned from disputes to guide future business operations and to facilitate positive relationships with the franchisor

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities communication and negotiation skills to resolve disputes problem-solving skills to address disputes arising in the course of business operations.
Required knowledge
occupational health and safety (OHS) requirements: specific to nature and type of franchise generic to all workplaces specific to own safety such as manual handling legislation, codes of practice and national standards, for example: Franchising Code of Conduct legislation covering fire safety, OHS, employment of staff, company law, anti-discrimination and fair trading required permits (under commonwealth, state/territory and local government regulations and legislation) franchise specific obligations as per franchise agreement, specifically financial obligations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: implementing processes to manage the relationship between franchisor and self identifying and resolving disputes financial planning to meet franchisor requirements knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisor access to an actual workplace or simulated environment access to equipment and resources.
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 evaluation of strategies and procedures implemented to meet franchisee financial obligations analysis of responses to case studies and scenarios observation of presentations oral or written questioning to assess knowledge of franchising arrangements review of documented courses of agreed action taken to resolve disputes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Franchisor's representative/s or liaison person/s may include:	franchisor's appointed representative specialist personnel within franchisor organisation including financial advisers, training personnel and marketing advisers
Communication channels may include:	email address meeting schedules mobile and office based telephone numbers other emergency contact channels pager number workshops for franchisees
Schedule of contact may include:	occasional visits regular meetings training schedules and franchisee network meetings visits by representative/s
Services available through the franchisor may include:	equipment repair and replacement financial advise IT support market intelligence marketing and promotional activities product updates purchasing of stock training programs
Franchisee financial obligations may include:	payment schedules fixed price percentage of turnover percentage of income
Ongoing management of franchise may include:	planning for life of agreement planning for extinction of agreement

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA404B Manage a multiple site franchise

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage a multiple site franchise. A multiple site franchise refers to an agreement between a franchisor and a franchisee for the operation of the franchise across more than one site or region. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisees operating under formal franchising agreements over multiple sites. The unit BSBFRA502B Manage a franchise operation applies to franchisors managing multiple franchisees.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan for managing multiple site franchise	1.1. Determine strategies for managing multiple site franchise operations in consultation with the franchisor and within the franchisor's multiple site policy 1.2. Document policies and procedures to support strategies for managing a multiple site franchise 1.3. Determine and obtain physical resources to manage a multiple site franchise 1.4. Determine and document practices to manage a multiple site franchise 1.5. Design duplicate management systems for each site of operation under a multiple site operation
2. Appoint staff for multiple site franchise	2.1. Select and recruit staff for a multiple site franchise 2.2. Determine and communicate to all relevant parties, responsibilities and roles of supervisor or manager of site 2.3. Determine, document as an action plan and implement learning needs of supervisors or managers
3. Implement plan for managing multiple site franchise	3.1. Communicate and clarify policies, procedures and practices to manage a multiple site franchise with supervisors or managers 3.2. Develop a monitoring plan for management of a multiple site franchise 3.3. Delegate tasks to supervisors or managers and follow-up to ensure completion 3.4. Develop networks with other franchisees and multiple site operators to inform best practice for multiple site operation 3.5. Develop a review process for evaluating effectiveness and efficiency of management of a multiple site franchise 3.6. Design and implement schedule of activities to manage a multiple site franchise
4. Monitor multiple site franchise	4.1. Monitor and implement plan for managing a multiple site franchise 4.2. Seek feedback from franchisor on effectiveness and efficiency of management of a multiple site franchise 4.3. Identify and act upon required interventions from monitoring process 4.4. Provide feedback to managers or supervisors to guide efficient and effective management of franchise sites 4.5. Identify ongoing training needs for managers or supervisors and facilitate required training
5. Review management of multiple site franchise	5.1. Implement review process for evaluating effectiveness and efficiency of management of a multiple site franchise 5.2. Seek feedback and information from franchiser to inform review process 5.3. Identify improvements in management of sites from review process 5.4. Identify, communicate and implement improvements to managers or supervisors 5.5. Monitor effectiveness of improvements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities communication and negotiation skills to resolve disputes problem-solving skills to address disputes arising in the course of business operations planning skills to manage multiple sites.
Required knowledge
occupational health and safety (OHS) requirements: specific to nature and type of franchise generic to all workplaces specific to own safety such as manual handling legislation, codes of practice and national standards, for example: Franchising Code of Conduct legislation covering fire safety, OHS, employment of staff, company law, anti-discrimination and fair trading required permits (under commonwealth, state/territory and local government regulations and legislation) franchise specific obligations as per franchise agreement.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: implementing and reviewing strategy for all sites documenting and monitoring plans for all sites documenting interventions for all sites knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisor and managers or supervisors access to an actual workplace or simulated environment access to office equipment and resources.
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 analysis of responses to case studies and scenarios oral or written questioning to assess knowledge of franchising arrangements review of documentation outlining practices used to manage a multiple site franchise evaluation of documented training needs for managers or supervisors.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Physical resources may include:	access to email courier systems other physical resources that facilitate communication between sites and central operations unit phone, fax and other electronic communication equipment
Practices may include:	meeting schedules programmed visits regular reporting via paper using electronic bulletin boards and other means of communication for reporting purposes workshops, product knowledge seminars, conferences and professional development programs
Relevant parties may include:	employed staff franchisor representatives managers or supervisors
Schedule of activities may include:	business activity human resource information problems arising during course of business operations quality assurance issues, and test sampling and results regular and cyclical reporting stock levels and inventory control training activity turnover, income or expenses and other financial information
Interventions may include:	discipline of managers or supervisors increased physical and human resources information provided seeking support from franchisor and accessing services available through franchisor temporary assistance training

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA501B Establish a franchise operation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish a franchising operation from an existing business, chain of businesses or planned concept. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisors with a well established, sound theoretical knowledge base in franchising who are proficient in using a range of specialised technical and managerial techniques to plan and establish a franchise operation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research feasibility of establishing a franchise operation	1.1. Undertake research into franchising models 1.2. Analyse existing business or planned concept to determine opportunity for expansion into franchise operation 1.3. Undertake market research on product or service 1.4. Undertake financial feasibility of proposed franchise operation 1.5. Seek assistance with feasibility study from specialists and relevant parties as required 1.6. Complete business plan for franchise operation 1.7. Complete marketing plan for franchise operation
2. Plan for establishment of a franchise operation	2.1. Secure financial backing for franchise operation 2.2. Define franchise concept in terms of roles and responsibilities of franchisor and franchisees 2.3. Seek advice from specialists and relevant parties to complete documentation of franchising concept 2.4. Develop and document procedures to guide franchisees' and franchisor's operations 2.5. Determine human and physical resources required to commence franchise operation 2.6. Develop, obtain agreement on and implement recruitment strategies for potential franchise
3. Implement plan for establishment of a franchise operation	3.1. Undertake marketing of franchise operation 3.2. Identify franchisees to commence franchise operation and formalise agreements 3.3. Assist franchisees in developing a business plan and a marketing plan 3.4. Obtain physical and human resources to implement franchise operation 3.5. Establish operational unit to support and coordinate franchise operation 3.6. Develop and implement monitoring process for managing franchise operation
4. Review implementation process	4.1. Develop and implement review process for implementation of franchise operation 4.2. Identify improvements in franchising operation and associated management processes 4.3. Identify and implement improvements and monitor for effectiveness

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities marketing skills to promote new franchises problem-solving skills to resolve issues in commencement of operations and new franchises.
Required knowledge
occupational health and safety (OHS) requirements specific to the nature and type of franchising operations legislation, codes of practice and national standards, for example: legislation specific to nature and type of franchising operations company law, fair trading and anti-discrimination Franchising Code of Conduct financing options franchising operations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: carrying out initial research into feasibility of the franchise operation documenting a business plan, through to implementing the plan establishing an agreement with franchisees which specifies roles and responsibilities of both parties knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisees access to an actual workplace or simulated environment access to office equipment and resources.
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 financial feasibility study, marketing plan and business plan analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements evaluation of implemented recruitment strategies.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFRA502B Manage a franchise operation.

Range Statement

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.
Specialists and relevant parties may include:	accountants, legal representatives, financial planners and financial institution representatives, business planning specialists, marketing specialists and franchising consultants chambers of commerce Franchise Council of Australia
Roles and responsibilities of franchisor and franchisees may include:	agreement between franchisor and franchisees conditions for franchises services provided to franchises
Franchisees may include:	chain of outlets existing businesses interested parties including a trial sample of franchises
Human and physical resources may include:	communications equipment office premises software and hardware specialist services through outsourcing, contracting and consultancy staff vehicles
Operational unit may include:	home-based site or other location such as leased or owned property office location staffed with required personnel and equipped to service and support franchisees

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA502B Manage a franchise operation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage a franchise operation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisors managing an existing franchise operation to support franchisees and meet franchisor obligations under the particular franchising agreement entered into with those franchisees.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish procedures for managing a franchise operation	1.1. Determine obligations of both parties under franchising agreement 1.2. Develop procedures for ensuring compliance with franchising obligations and legislative requirements 1.3. Develop and communicate to franchises reporting requirements for franchisees
2. Implement procedures for managing a franchise operation	2.1. Implement procedures for franchises to ensure compliance with franchising obligations and legislative requirements 2.2. Identify instances of non-compliance and act upon them in conjunction with franchises 2.3. Monitor reports from franchises for completeness, accuracy and timeliness of submission 2.4. Identify potential disputes with franchises and take action to resolve potential disputes before they eventuate 2.5. Resolve disputes that eventuate and reach an agreed settlement within established procedures as documented in the Franchising Code of Conduct
3. Review a franchise operation	3.1. Use monitoring of franchises to inform review process for franchise operation 3.2. Identify improvements in franchise operation and management of franchises from monitoring franchises' business operations 3.3. Make recommendations to improve the effectiveness of the franchise operation and individual franchises

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities marketing skills to promote new franchises problem-solving skills to resolve issues in commencement of operations and new franchises communication and negotiation skills to address potential disputes analysis skills to monitor and review franchise performance.
Required knowledge
legislation, codes of practice and national standards relating to occupational health and safety (OHS), company law, fair trading, anti-discrimination and other areas specific to the franchise operation Franchising Code of Conduct franchise specific obligations: as per franchise agreement as per updates and amendments to the agreement over time.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting franchising agreement, including franchisee obligations taking action to ensure franchisee compliance with obligations and addressing non-compliance improving franchise operations based on feedback and monitoring activities knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisees access to an actual workplace or simulated environment access to office equipment and resources.
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 procedures implemented for franchises to ensure compliance with franchising obligations and legislative requirements analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFRA501B Establish a franchise operation.

Range Statement

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.
Franchising obligations may include:	fees and pricing structures franchise corporate image requirements and branding merchandising requirements quality assurance requirements reporting of income, sales and turnover stock control and inventory requirements, and reporting of this information
Legislative requirements may include:	Australian Taxation Office requirements, including requirements to register as a business and obtain an Australian Business Number (ABN) Dangerous Goods Act requirements fire regulations food safety requirements Liquor Licensing Act requirements local government planning and land use zoning regulations OHS requirements other legislative requirements specific to the nature and type of franchise relevant permits, licences and completion of training programs such as in safe food handling requirements under employment legislation
Reporting requirements may include:	accident and incident reporting and recording customer numbers and turnover income, expenditure and other financial reports stock levels and inventory control

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA503B Manage establishment of new sites or regions

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the establishment of new sites or regions within an existing franchise operation and select new operators for existing franchises. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a well established, sound theoretical knowledge base in franchising who identify opportunities for new sites or regions and assist potential franchisees in commencing operations. The unit also applies to the selection of new franchisees for existing sites or regions where a new operator is required to take over the franchise.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify opportunities for new franchise sites or regions	1.1. Access franchise organisation's strategic plan for expansion of franchise operation to determine opportunities for new sites or regions 1.2. Make analysis from closures of existing sites or regions and other industry data to identify opportunities for new sites or regions 1.3. Undertake market research to identify opportunities for new sites or regions 1.4. Obtain agreement on new sites and regions from senior management as relevant 1.5. Confirm and document opportunities for new sites or regions within franchisor's policies
2. Select new franchisees	2.1. Supply applicants for new sites or regions with requirements for establishing a franchise 2.2. Check each applicant's suitability and ability to meet franchisor's requirements in consultation with applicants and franchise operation's management 2.3. Evaluate each applicant's business planning documents for suitability
3. Assist potential franchisees with establishing new franchise	3.1. Assist potential franchisees with completion of business and marketing plans 3.2. Clarify issues raised in relation to operation of the franchise with potential franchisees 3.3. Assist potential franchisees with obtaining required permits, site selection and financing options 3.4. Communicate and clarify with potential franchisees, marketing or other cooperative funds, intellectual property rights and rights to client database 3.5. Determine physical and human resources required for commencement of franchise in conjunction with potential franchisee
4. Formalise agreement with new franchisee/s	4.1. Make checks to ensure franchisee/s meet all requirements for entering into franchise agreement 4.2. Complete agreement with new franchisee/s and obtain necessary signatures 4.3. Determine date for commencement of franchise/s
5. Assist franchisee/s in opening new franchise	5.1. Assist franchisee/s with obtaining required physical and human resources to commence operations 5.2. Assist franchisee/s with obtaining required products to commence operations 5.3. Determine and implement responsibilities of franchisor as per franchise agreement 5.4. Provide assistance to franchisee/s to determine and implement strategies and processes to meet franchisee obligations and legislative requirements as per franchise agreement and to manage the franchise 5.5. Monitor ability to commence franchise operations on due date in conjunction with franchisee/s 5.6. Determine training needs of franchisee/s and facilitate required training 5.7. Resolve problems arising in setting up franchise to commence business operations in conjunction with franchisee/s 5.8. Commence operations of new site or region within specified timeframes and within parameters set down by franchisor

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities communication and negotiation skills to secure new franchisees and sites problem-solving skills to resolve issues in establishment of formal agreements with franchisees.
Required knowledge
legislation, codes of practice and national standards relating to occupational health and safety (OHS), company law, fair trading, anti-discrimination and other areas specific to the franchise operation Franchising Code of Conduct franchise specific obligations: as per franchise agreement as per updates and amendments to agreement over time.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: establishing a strategic plan for franchise expansion providing advice and support to franchisees completing an agreement with franchisees knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisees access to an actual workplace or simulated environment access to office equipment and resources.
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 market research to identify opportunities for new sites or regions evaluation of applicant's business planning documents analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFRA501B Establish a franchise operation.

Range Statement

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.
Strategic plan for expansion of franchise operation may include:	geographic spread of franchises limits of regions/sites number of franchises other criteria for establishing new sites or regions
Industry data may include:	information and statistics from government departments and agencies reports and data from peak bodies
Applicants for new sites or regions may include:	those opening a new site or region those taking over an existing franchise
Requirements for establishing a franchise may include:	capital or financial backing franchise specific requirements physical aptitude or fitness receipt of disclosure document as specified in the Franchising Code of Conduct skill levels or appropriate experience
Products may include:	consumables raw materials stock
Applicant's business planning documents may include:	business plan financial plan marketing plan other planning documents
Permits may include:	dangerous goods fire safety and OHS local government permits other permits governed by commonwealth, state/territory legislation specific business operations such as liquor licence
Physical and human resources may include:	franchise specific equipment IT and communications equipment premises products (consumables, raw materials, stock) shop fittings/office furniture staff vehicles
Requirements for entering into franchise agreement may include:	awareness and understanding of requirements as outlined in the Franchising Code of Conduct competence financial health, fitness and aptitude probity and police checks
Franchisee obligations may include:	fees and pricing structures franchise corporate image requirements and branding merchandising requirements quality assurance requirements recognition of identified territory to avoid encroachment of territory between franchisees reporting of income, sales and turnover stock control and inventory requirements, and reporting of this information
Legislative requirements may include:	Australian Taxation Office requirements, including requirements to register as a business and obtain an Australian Business Number (ABN) Dangerous Goods Act requirements fire regulations food safety requirements Liquor Licensing Act requirements local government planning and land use zoning regulations OHS requirements other legislative requirements specific to the nature and type of franchise relevant permits, licences and completion of training programs such as in safe food handling requirements under employment legislation
Training may be:	scheduled on a cyclical basis (such as yearly refresher courses and product knowledge workshops) specified in initial franchise agreement required by legislation such as first aid

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA504B Manage relationships with franchisees

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage relationships with franchisees. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisors with a well established, sound theoretical knowledge base in franchising who are proficient in using a range of specialised technical and managerial techniques to establish, manage and maintain relationships with franchisees.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish relationship with franchisees	1.1. Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations 1.2. Determine and implement own role on franchisee advisory council 1.3. Determine and clarify role and responsibilities as franchisor's representative 1.4. Establish schedule of contact with franchisees 1.5. Hold initial meetings with franchisees to initiate ongoing relationships 1.6. Discuss and clarify roles and responsibilities of franchisor and franchisee with franchisees at initial meetings
2. Facilitate customer service provision to franchisees	2.1. Schedule and facilitate services to be provided to franchisees as per agreement 2.2. Negotiate and facilitate needs for additional services 2.3. Manage marketing or other cooperative funds according to documented agreements with franchisees 2.4. Resolve problems arising in service provision with franchisees in line with documented complaint handling procedures as specified in the Franchising Code of Conduct 2.5. Maintain currency of information relating to services provided through franchisor
3. Provide advice to franchisees	3.1. Monitor business activity of franchisees 3.2. Provide specific advice to franchisees through required training 3.3. Clarify requests for advice from franchisees and provide appropriate responses 3.4. Undertake research to inform advice to be provided 3.5. Provide timely, accurate advice in a manner that promotes acceptance of that advice 3.6. Ensure follow up with franchisee to ensure advice is understood and appropriate responses are made by franchisee
4. Review management of relationship with franchisees	4.1. Monitor relationships with franchisees for customer satisfaction 4.2. Review strategies and practices to manage relationship with franchisees to identify improvements 4.3. Implement identified improvements in managing relationships with franchisees

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities business planning and management skills to provide customer service support to franchisees communication and negotiation skills to establish and support relationships with franchisees problem-solving skills to address issues in relationship with franchisees.
Required knowledge
legislation, codes of practice and national standards relating to occupational health and safety (OHS), company law, fair trading, anti-discrimination and other areas specific to the franchise operation Franchising Code of Conduct franchise specific obligations: as per franchise agreement as per updates and amendments to agreement over time.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: creating strategies and processes to manage relationships with franchisees providing advice to franchisees analysing franchisee needs knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisees access to an actual workplace or simulated environment access to office equipment and resources.
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 analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements evaluation of research undertaken to inform advice provided to franchisees review of strategies and practices used to manage relationship with franchisees.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFRA502B Manage a franchise operation.

Range Statement

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.
Other communication channels may include:	contact via email, mobile/office based telephone, pagers and other emergency contact channels meeting schedules workshops for franchisees
Services to be provided to franchisees may include:	advice on operational matters assistance with quality assurance assistance with use and maintenance of equipment facilitating the identification of training needs and training delivery
Required training may be:	scheduled on cyclical basis (such as yearly refresher courses, product knowledge workshops) specified in franchise agreement as franchise is established required by legislation such as first aid, food handling

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBFRA505B Manage closure of a franchise

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the closure of a franchise or to transfer it to a new franchisee, or to take action to prevent a closure being executed. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to franchisors with a well established, sound theoretical knowledge base in franchising who are proficient in using a range of specialised technical and managerial techniques to undertake the closure of a franchise or transfer to a new franchisee.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Investigate and implement alternatives to closure	1.1. Discuss, document and analyse reasons for closure with relevant stakeholders 1.2. Use lessons learned from previous franchise closures and potential franchise closures to arrive at alternative strategies 1.3. Research and negotiate alternative strategies to closure with franchisee and relevant third parties 1.4. Assess feasibility of transferring franchise to new franchisee 1.5. Implement, where feasible, alternative arrangements to closure including transfer
2. Determine roles and responsibilities in closure or transfer of franchisee	2.1. Determine roles and responsibilities of all parties in closure or transfer in line with the Franchising Code of Conduct 2.2. Negotiate process for effecting closure or transfer with relevant stakeholders and document in the form of a plan 2.3. Allocate responsibilities for effecting closure or transfer 2.4. Negotiate closing date or transfer date for franchise with relevant stakeholders
3. Implement plan for closure or transfer	3.1. Communicate closing date or transfer date for franchise to relevant stakeholders 3.2. Carry out disposal of assets according to plan or transfer them to new franchisee 3.3. Facilitate financial settlements with financial institutions or franchisor's financial officers or debt collectors 3.4. Implement arrangements for closure or transfer in consultation with customers 3.5. Dispose of intellectual property including client database according to agreement between franchisor and franchisee 3.6. Undertake checks to ensure that the process for closure or transfer has been completed according to plan
4. Review implications for franchise operations	4.1. Analyse implications for franchise operations from review of closure or transfer 4.2. Identify and recommended improvements to franchise operations and management of franchises

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities business management skills to develop plans for closure communication and negotiation skills to work with franchisees to implement closure analysis and evaluation skills to determine alternatives to closure problem-solving skills to address issues arising in closure.
Required knowledge
legislation, codes of practice and national standards relating to occupational health and safety (OHS), company law, fair trading, anti-discrimination and other areas specific to the franchise operation Franchising Code of Conduct franchise specific obligations: as per franchise agreement as per updates and amendments to agreement.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: planning and evaluation of closure and alternatives consulting all stakeholders involved in closure documenting reasons for closure and incorporating these reasons into plans for future operations knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to business documentation access to feedback from franchisees access to an actual workplace or simulated environment access to office equipment and resources.
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 documented plans for closure evaluation of alternative closure strategies developed analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of franchising arrangements.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Relevant stakeholders may include:	customers financial institutions and backers for franchisee franchisee other franchisor management staff regulatory authorities issuing relevant permits
Alternative strategies may include:	franchise specific promotion franchisor take-over of operations on a temporary basis until new franchisee is selected negotiating 'grace periods' for debts refinancing resizing of business transferring to new operator combination of these strategies
Roles and responsibilities may include:	disposing of assets informing customers of new arrangements managing financial settlements and handling debtors managing supplier relationships during closure/transfer selecting new franchisees
Disposal of assets may include:	offer to new franchisee/s sale tender

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Franchising

Co-requisite units

Co-requisite units

BSBGOV401A Implement Board member responsibilities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake the diverse roles and responsibilities required of a Board member. Some aspects of governance activities may be subject to legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations who contribute their skills and knowledge to monitoring and guiding the activities of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the business of the organisation	1.1. Ensure the history of the organisation is known and understood 1.2. List and explain the core functions of the organisation 1.3. Explain the relationship between the organisation, stakeholders and other organisations/entities
2. Monitor operations	2.1. Identify and document outcomes for each operational area 2.2. Use information provided to review effectiveness and efficiency of operations 2.3. Suggest changes to operations if necessary
3. Follow the legal requirements when carrying out Board duties	3.1. List and describe relevant provisions of the legislation under which the organisation operates 3.2. Adhere to relevant aspects of Corporations Law 3.3. Adhere to the constitution of the organisation 3.4. List and comply with workplace responsibilities 3.5. Comply with the terms and conditions of funding agreements
4. Monitor trends and changes in the community	4.1. Attend community meetings, speaking on behalf of the Board as required and delegated 4.2. Maintain information and awareness of key stakeholders and political issues 4.3. Ensure the Board is informed of identified community and stakeholder needs 4.4. Review policies with respect to changing community needs, and incorporate into operations as required
5. Receive and act on community and stakeholder feedback	5.1. Receive and document feedback from the community and stakeholders about services 5.2. Evaluate feedback 5.3. Deal with feedback in accordance with policies and procedures, and in consultation with management 5.4. Document and support decisions with management

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities communication and negotiation skills to work cooperatively with other Board members, management and staff of the organisation, key stakeholders and members of the community literacy skills to read and interpret rules, regulations, policies and other workplace documentation evaluation and decision making skills to review information presented to the Board and to enact decisions.
Required knowledge
cultural context relevant to the community and location: as boards of governance oversee a wide variety of organisations, they must therefore ensure that they operate within the traditional and cultural values of the relevant context/s key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer and corporations laws including appropriate state legislation ethical principles privacy laws organisational constitution, codes of conduct functions, policies and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: contributing to analysis and decision making of issues affecting Board and organisational performance managing a number of different tasks dealing with irregularities and breakdowns in routine knowledge of organisational constitution, codes of conduct functions, policies and procedures.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated Board access to office equipment and resources examples of issues worked with by boards of governance, including community complaints, strategic decisions and internal staffing issues examples of relevant documents.
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 assessment of explanation of core functions of the organisation assessment of descriptions of relevant provisions of the legislation under which the organisation operates analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of the roles and responsibilities of Board members observation of performance in role plays review of documented feedback from the community and stakeholders about services.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other governance units.

Range Statement

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.
Core functions may relate to:	provision of specific goods provision of specific services specific cultural contexts: Boards of Indigenous organisations that are upholders of traditional and cultural values
Stakeholders and other organisations/entities may include:	commercial businesses owned by the corporation community groups and organisations competitors consumers joint owned entities held by other organisations specific cultural groups: related and non-related Aboriginal and Torres Strait Islander organisations suppliers trusts held by the organisation
Operational area may include:	divisions, branches and positions within the organisation lines of accountability
Information provided to review effectiveness may include:	anecdotal information from the community financial reports reports from staff, consultants, other bodies
Legislation may include:	Aboriginal Councils and Associations Act 1976 commonwealth, state/territory occupational health and safety (OHS) statutes state/territory acts relating to core functions of the business or organisation workplace agreements
Corporations Law may include:	Corporations (Aboriginal and Torres Strait Islanders) Act, as applicable to a range of Indigenous organisations liabilities of Board members responsibilities of Board members
Workplace responsibilities may include:	equal opportunity OHS staff contracts

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Governance

Co-requisite units

Co-requisite units

BSBGOV402A Work within organisational structure

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to be an active participant in the governance activities of a Board, with an understanding of the roles and relationships to other roles on the Board and within the organisation. Some aspects of governance activities may be subject to legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations who contribute their skills and knowledge to monitoring and guiding the activities of the organisation, specifically in relation to working effectively with the staff and management of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Differentiate roles and responsibilities	1.1. Differentiate and document governance and management issues of the organisation in the organisation's governance policy guidelines 1.2. Identify, document and refer to the relationships between governance issues and management issues 1.3. Identify and document the roles of Board members in the organisation's governance policies and procedures 1.4. Explain the relationship between the Board and associated entities, and their management 1.5. Outline the Board's decision-making processes
2. Document management roles and responsibilities	2.1. Document performance outcomes, with appropriate assistance, and include in position description and contract 2.2. Clarify and document management duties, in consultation with management 2.3. Ensure areas of responsibility are discussed with Board members who are also employed staff, and establish and document guidelines
3. Supervise management of the organisation	3.1. Receive information and advice from the manager and apply in decision making 3.2. Instruct the manager to implement policy decisions and to follow specific directions as required 3.3. Receive feedback from the manager about previous directions 3.4. Regularly review management performance in accordance with contract and position description

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities communication and negotiation skills to work cooperatively with other Board members, management and staff of the organisation, key stakeholders and members of the community analysis skills to review income and expenditure against budgets problem-solving skills to make recommendations on variances to budgets evaluation skills to evaluate income and expenditure performance targets within budgets data collection and analysis skills to gather and assess movements within budgeted figures.
Required knowledge
cultural context relevant to the community and location: as boards of governance oversee a wide variety of organisations, they must therefore ensure that they operate within the traditional and cultural values of the relevant context/s key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer and corporations laws including appropriate state/territory legislation ethical principles privacy laws organisational constitution, codes of conduct functions, policies and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: understanding of the relationship and differences between boards of governance and organisational management providing supervision to organisational management working with irregularities and breakdowns in communications and routine between Board members and/or organisational management.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated Board access to office equipment and resources examples of issues worked with by boards of governance, including community complaints, strategic decisions and internal staffing issues examples of relevant documents.
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 documentation identifying the relationships between governance issues and management issues analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of organisational constitution, codes of conduct functions, policies and procedures observation of performance in role plays assessment of written reports outlining the Board's decision-making processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other governance units.

Range Statement

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.
Governance issues may include:	Board leadership Board planning policy formulation
Management issues may include:	day-to-day administration and decision making management responsiveness
Organisation's governance policy guidelines may include documentation of:	Board calendar Board evaluation Board meeting agenda Board meetings Board minutes Board papers Board structure chief executive officer evaluation committees contacts delegation of authority director development director protection director selection and induction monitoring role of Board role of chairperson role of chief executive officer role of company secretary role of individual directors service/advice strategy formulation
Associated entities may include:	commercial businesses owned by the corporation joint owned entities held by other organisations trusts held by the organisation
Appropriate assistance may include:	consultants key stakeholders other independent parties senior government or non-government personnel
Position description may be used for:	performance review recruitment
Management may include:	management groups managers supervisors team leaders
Regular review may include:	assessment against performance outcomes independent assessment interview

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Governance

Co-requisite units

Co-requisite units

BSBGOV403A Analyse financial reports and budgets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to analyse financial reports and budgets as a member of a Board of governance of an organisation. Some aspects of governance activities may be subject to legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the business or core functions of organisations who contribute their skills and knowledge to monitoring and guiding the activities of the organisation, specifically in relation to working to ensure organisational finances are appropriately allocated and accounted for.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Review financial reports and budgets	1.1. Obtain revenue/expenditure/requests/predictions from appropriate person 1.2. Consider and assess future organisational operations, with reference to all available plans 1.3. Consider previous financial statements to provide baseline information 1.4. Review budgets and cash flows using all available information
2. Monitor revenue and expenditure against budget	2.1. Discuss and agree upon appropriate monitoring and reporting systems, and establish procedures 2.2. Compare income and expenditure to budget and previous periods, and identify and investigate discrepancies 2.3. Identify and examine achievement and variances to the budget, in liaison with appropriate person 2.4. Document recommendations for action on variances 2.5. Request regular reports of operations to indicate fluctuations 2.6. Provide financial statements and accompanying report of operations to appropriate person for discussion
3. Finalise budget	3.1. Ensure expenditure commitments are brought into line with final income figures 3.2. Finalise, document and approve final budget in line with operational program 3.3. Present the final budget to appropriate person and stakeholders 3.4. Ensure reporting requirements of relevant corporate authority and funding bodies are met

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and to people with diverse abilities communication and negotiation skills to work cooperatively with other Board members, management and staff of the organisation, key stakeholders and members of the community literacy skills to read and interpret rules, regulations, policies and other workplace documentation numeracy skills to evaluate and make decisions based on financial data technology skills to understand management and accounting systems.
Required knowledge
cultural context relevant to the community and location: as boards of governance oversee a wide variety of organisations, they must therefore ensure that they operate within the traditional and cultural values of the relevant context/s key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer and corporations laws including appropriate state/territory legislation ethical principles privacy laws Australian Accounting and Auditing Standards banking institutions guidelines Australian Taxation Office regulations organisational constitution, codes of conduct functions, policies and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: monitoring income and expenditure against designated budgets ensuring the budget considers existing and planned activities of the organisation ensuring appropriate monitoring systems are in place to provide an accurate picture of each event/activity/program/service of the organisation's operations documenting recommendations for action on any variances to the budget in order to keep it within acceptable budgeting limits knowledge of key provisions of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: participation on an actual or simulated Board access to office equipment and resources examples of budgets, cash flows and other financial data and statements examples of relevant documents.
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 comparison of income and expenditure to budget and previous periods, and identification and investigation of discrepancies analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of financial requirements of organisations observation of performance in role plays assessment of final budget documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other governance units.

Range Statement

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.
Appropriate person may include:	auditor/s chief executive officer deputy executive officer finance manager/officer section manager/s
Plans may include:	building/equipment/maintenance plan business plan cash flow event/activity/program/section budget financial management plan human resources management plan strategic plan
Reporting systems may include:	balance sheet cash flow profit and loss statement written report
Financial statements may include:	balance sheet cash flow general ledger report profit and loss statement
Expenditure may include:	administration capital requirements consultants contracts for goods/services repair and maintenance salaries vehicle costs
Stakeholders may include:	community groups and organisations consumers members shareholders staff trusts held by the organisation

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Governance

Co-requisite units

Co-requisite units

BSBHRM403B Support performance-management processes

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBHRM403A Support performance management processes.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist in the effective implementation of a performance-management system and to facilitate employee performance.

The unit involves assisting with administrative infrastructure, providing information and advice, and facilitating review mechanisms.

Please note that this unit does not address the line management responsibilities of performance management addressed in BSBMGT502B Manage people performance.

Application of the Unit

This unit applies to human resources officers, or people in similar roles, who work under the direction of a human resources manager, supporting a performance-management system across an organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Review performance-management infrastructure	1.1 Ensure that all positions have current position descriptions specifying key requirements of the role 1.2 Assist in reviewing the performance-management system to ensure it aligns with the strategic direction of the organisation 1.3 Ensure that managers have provided reports of performance indicators that are consistent with the position description requirements 1.4 Check that performance appraisal meetings are held in line with organisational timeframes, that correct documentation has been completed, and that necessary parties have recorded agreement 1.5 Check that appropriate organisational procedures have been followed for acknowledging good performance and addressing under-performance 1.6 Provide advice and support where there is dissention about performance appraisal outcomes
2. Promote performance-management system	2.1 Clarify goals and methods of the performance-management system to employees 2.2 Promote the performance-management system to stakeholders 2.3 Arrange or deliver training or instruction in how to use the performance-management system 2.4 Encourage ongoing and regular feedback on personnel performance as well as formal performance appraisals
3. Recommend improvements to performance-management system in response to collated data	3.1 Review performance-management documentation to establish trends or problem areas requiring attention 3.2 Review patterns in skill or performance gaps and consider requirements and options for performance development 3.3 Assist in revising policies and procedures where necessary 3.4 Suggest improvements to the performance-management system

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to:

advise on methods for giving feedback

assist managers with methods for addressing under-performance

organisational skills to check that:

systems are followed

necessary documentation is kept and maintained according to privacy and confidentiality policies and legislation

technology skills to:

write reports

access records of interviews

apply appropriate security controls to records.

Required knowledge

key elements and purposes of performance-management processes, and their contribution to organisational objectives and the human resources cycle

rewards and incentive schemes

warning systems and grievance procedures.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: support the implementation of the performance-management system and analyse its strengths and weaknesses provide information about the performance-management system explain the benefits of effective performance management and how it links with performance development.
Context of and specific resources for assessment	Assessment must ensure: access to samples of documents and resources normally used in a workplace performance-management process.
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: assessment of reports on performance management demonstration of techniques in providing advice on performance feedback direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of presentations on performance-management systems evaluation of documentation outlining training or instruction provided in using the performance-management system oral or written questioning to assess knowledge of rewards and incentive schemes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Human Resources.

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.

Position descriptions may also be known as or include:	duty statements job specifications role statements.
Performance appraisal meetings may consider:	data from tailored software feedback from peers, those whose performance has been reviewed, customers and clients key performance indicators perspectives of the manager and the person being reviewed qualitative and quantitative measurement of performance.
Acknowledgement may include:	monetary rewards, such as: additional superannuation bonuses incentives innovative motor vehicle and other salary packaging opportunities salary increases nonmonetary rewards, such as: conference registrations purchase of special equipment training.
Promoting the performance-management system may include explaining:	employee motivation and engagement strategies financial and other consequences of managing under-performance how performance management links to business objectives impact of high and low performing staff links between performance management and learning and development links between quality and costs system benefits.
Performance development may include:	action learning sets job rotation mentoring or coaching pairing with more experienced staff shadowing training.

Unit Sector(s)

Workforce Development – Human Resource Management

BSBHRM404A Review human resources functions

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBHRM401A Review human resources functions.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to undertake research that supports work across a range of human resources functional areas.

This is a foundation unit for any person wishing to pursue competency in human resources and provides a sound basis for working across various human resources functional areas.

The unit involves broad knowledge of human resources functions, associated policy frameworks, and the administrative requirements to support these functions and policies.

Application of the Unit

This unit applies to those requiring a broad knowledge of human resources functions. Individuals at this level would not necessarily have responsibility for supervising the work of others, although this may be the case. As human resources practitioners, their work will support effective work practices across the organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Research human resources functions	1.1 Review business strategy and human resources strategy, clarify human resources issues for review, and document scope of review 1.2 Identify local, state or territory, national and international human resources networks for human resources professionals 1.3 Identify information sources for human resources data and information 1.4 Select a research strategy suitable to the topic and consult with relevant personnel 1.5 Undertake research and review research findings
2. Review policy and procedures frameworks	2.1 Locate policies and procedures relevant to the organisation 2.2 Analyse strengths and weaknesses of policies and procedures 2.3 Consider legislation, regulations and standards that apply to the policies and procedures and the organisation 2.4 Identify sustainability issues that relate to human resources functions
3. Apply ethical framework	3.1 Review ethical requirements associated with the human resources function under review 3.2 Consider ethical obligations and confidentiality requirements of human resources personnel working in the area under review 3.3 Document behaviours associated with working ethically in the area under review
4. Analyse HR metrics	4.1 Select appropriate technology to gather workforce data and information to review human resources functions 4.2 Identify sources of workforce data 4.3 Collate and analyse data and establish key trends and critical information
5. Report on research outcomes	5.1 Identify options for change suited to organisational culture, and any possible change barriers 5.2 Collate, analyse and document key findings of the review 5.3 Write report on outcomes of research 5.4 Develop recommendations for change

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

judgement and decision-making skills to review ethical and policy frameworks and recommend suggested improvements

literacy skills to:

research an issue

write a clear and legible report that documents key issues coherently

technology skills to:

gather and analyse workforce data

manage data in human resources information systems according to legislation and policies.

Required knowledge

human resources functions and policy frameworks

legal and compliance requirements for working in human resources

roles and responsibilities of human resources practitioners.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: prepare a research report that reviews a key human resources function in an organisational context and demonstrates understanding of the requirement for sound policy, ethical approaches, and appropriate organisational change processes analyse workforce data apply knowledge of legal and compliance requirements for working in human resources.
Context of and specific resources for assessment	Assessment must ensure: examples of human resources policies and files on performance feedback, disputes and grievances, workers' compensation and leave applications.
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: assessment of reports on outcomes of research direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of presentations on human resources functions being reviewed oral or written questioning to assess knowledge of human resources functions being reviewed and policy frameworks evaluation of research undertaken review of documentation analysing the strengths and weaknesses of policies and procedures review of documentation of behaviours associated with working ethically in the area under review.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Human Resources.

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.

Human resources issues may include:	change management employee assistance programs grievances and disputes human resources information systems (HRIS) industrial relations learning and development payroll administration performance management rehabilitation and return-to-work schemes remuneration selection and recruitment succession planning workplace health and safety (WHS).
Research strategies may involve:	interviews literature searches of print and online resources statistical analysis surveys.
Relevant personnel may include:	experienced human resources practitioners managers and team leaders industry experts and spokespersons training and development staff.
Ethical requirements may include:	addressing improper behaviour applying company values codes of conduct principles, such as confidentiality, fairness, respect, impartiality and integrity managing information according to legislation and organisational policies, including privacy requirements reporting processes.
Workforce data may include:	absenteeism rates climate and opinion surveys days of work lost through accident or injury demographic data on the workforce, such as age and gender learning and development data, such as training records leave entitlements number of workers in different roles or occupations payroll and remuneration data records of grievances, bullying and complaints retention and attrition rates.
Sources of workforce data may include:	Australian Bureau of Statistics (ABS) databases electronic or paper forms employee records HRIS interviews surveys.

Unit Sector(s)

Workforce Development – Human Resource Management

BSBHRM405A Support the recruitment, selection and induction of staff

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBHRM402A Recruit, select and induct staff.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to execute tasks associated with the recruitment cycle. Performance of the work described in this unit will be underpinned by in-depth knowledge of the work of the organisation, and how recruitment and selection practices fit with other human resources functions.

Application of the Unit

This unit applies to those with a supporting role in recruitment, selection and induction functions who work under the direction of a human resources manager.

Individuals at this level would not necessarily have staff reporting to them, although this may be the case.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Plan for recruitment	1.1 Obtain approval to fill position and clarify time lines and requirement for appointment 1.2 Assist in preparing job descriptions that accurately reflect the role requirements, according to organisational policies and procedures and legislation, codes, national standards and workplace health and safety (WHS) considerations 1.3 Consult with relevant personnel about job descriptions and workforce strategy 1.4 Assist in ensuring that job descriptions comply with legislative requirements and reflect the organisation's requirements for a diverse workforce 1.5 Obtain approvals to advertise position
2. Plan for selection	2.1 Choose appropriate channels and technology to advertise vacancies and/or identify potential talent pool 2.2 Advertise vacancies for staffing requirements according to organisational policies and procedures 2.3 Consult with relevant personnel to convene selection panel and develop interview questions 2.4 Assist in ensuring that interview questions comply with legislative requirements 2.5 Assist in short-listing applicants 2.6 Schedule interviews and advise relevant people of times, dates and venues
3. Support selection process	3.1 Participate in interview process and assess candidates against agreed selection criteria 3.2 Discuss assessment with other selection panel members 3.3 Correct biases and deviations from agreed procedures and negotiate for preferred candidate 3.4 Contact referees for referee reports 3.5 Prepare selection report and make recommendations to senior personnel for appointment 3.6 Advise unsuccessful candidates of outcomes and respond to any queries 3.7 Secure preferred candidate's agreement 3.8 Complete necessary documentation according to organisational procedures, observing confidentiality and privacy requirements
4. Induct successful candidate	4.1 Provide successful candidate with employment contract and other documentation 4.2 Advise manager and work team of new appointment 4.3 Advise managers and staff of candidate's starting date and make necessary administrative arrangements for pay and employee record keeping 4.4 Arrange successful candidate's induction according to organisational policy

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to:

use networks to source suitable applicants

actively listen to what is being said in interviews

advise on the outcomes of the selection process

support line managers in recruitment and selection functions

literacy skills to:

work with job descriptions to devise suitable questions for interviews

make job offers and prepare letters for unsuccessful applicants

review legislation to ensure requirements are reflected in job descriptions

organising and scheduling skills to arrange interviews and venues

technology skills to:

advertise jobs

communicate with applicants and new appointments

maintain information in the human resources information system.

Required knowledge

documentation required for recruitment, selection and induction

human resources functions, human resources life cycle and the place of recruitment and selection in that life cycle

principles of equity and diversity and relevant legislation

range of interviewing techniques and other selection processes and their application.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: work with job descriptions to support sourcing, selecting and appointing suitable staff participate in interviews and other selection techniques, and demonstrate awareness of EEO and antidiscrimination requirements use different advertising channels to promote vacancies and/or establish a potential talent pool.
Context of and specific resources for assessment	Assessment must ensure: access to an appropriate range of documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios assessment of reports on recruitment and selection demonstration of selection techniques direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of interviewing techniques review of job description and advertisements for staffing vacancies review of documentation provided to successful candidate oral or written questioning to assess knowledge of selection processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Human Resources.

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.

Job descriptions may include:	attributes competencies required by staff job or person specifications job title and purpose of position necessary skills and knowledge required qualifications selection criteria tasks or duties associated with the position.
Policies may include:	anti-discrimination diversity equal employment opportunity (EEO) privacy and confidentiality.
Legislation, codes and national standards may include:	award and enterprise agreements, and relevant industrial instruments relevant industry codes of practice relevant legislation from all levels of government that affects business operation, especially in regard to WHS and environmental issues, EEO, industrial relations and antidiscrimination.
Workplace health and safety considerations may include:	establishing and maintaining WHS training, records and induction processes performance against WHS legislation and organisation’s WHS system, especially policies, procedures and work instructions.
Workforce strategies may include:	targets for specific groups to ensure workforce diversity in, for example: age ethnicity experience gender other forms of differences, such as learning styles, personality types, working styles, etc. targets for specific qualifications, capabilities or attributes recruiting for new strategic directions.
Channels and technology may include:	government job search agencies industry-specific websites and journals internal communications, such as newsletters, intranet and emails newspaper advertisements recruitment agencies recruitment websites social media sites.
Staffing requirements may include:	casual, permanent or temporary fulltime or parttime.
Induction may include:	initial orientation of new employee initial training of new employee to meet the requirements of the position.

Unit Sector(s)

Workforce Development – Human Resource Management

BSBHRM501B Manage human resources services

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBHRM501A Manage human resources services.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to plan, oversee and deliver human resources services. It is not specific to any given human resources function and deals with the coordination of services and approaches.

This unit takes an overview of human resources services and includes business ethics.

Application of the Unit

This unit applies to human resources managers with broad experience, and responsibility for coordinating a range of human resources practices across an organisation. They may have other human resources staff reporting to them.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Determine strategies for delivery of human resources services	1.1 Analyse business strategy and operational plans to determine human resources requirements 1.2 Review external business environment and likely impact on organisation's human resources requirements 1.3 Consult line and senior managers to identify human resources needs in their areas 1.4 Review organisation's requirements for diversity in the workforce 1.5 Develop options for delivery of human resources services that comply with legislative requirements, organisational policies and business goals 1.6 Develop and agree on strategies and action plans for delivery of human resources services 1.7 Agree and document roles and responsibilities of human resources team, line managers, and external contractors
2. Manage the delivery of human resources services	2.1 Develop and communicate information about human resources strategies and services to internal and external stakeholders 2.2 Develop and negotiate service agreements between the human resources team, service providers and client groups 2.3 Document and communicate service specifications, performance standards and timeframes 2.4 Identify and arrange training support if required 2.5 Agree and arrange monitoring of quality assurance processes 2.6 Ensure that services are delivered by appropriate providers according to service agreements and operational plans 2.7 Identify and rectify under-performance of human resources team or service providers 2.8 Identify appropriate return on investment in providing human resources services
3. Evaluate human resources service delivery	3.1 Establish systems for gathering and storing information needed to provide human resources services 3.2 Survey clients to determine level of satisfaction 3.3 Capture ongoing client feedback for the review processes 3.4 Analyse feedback and surveys and recommend changes to service delivery 3.5 Obtain approvals to variations in service delivery from appropriate managers 3.6 Support agreed change processes across the organisation
4. Manage integration of business ethics in human resources practices	4.1 Ensure that personal behaviour is consistently ethical and reflects values of the organisation 4.2 Ensure that code of conduct is observed across the organisation and that its expectations are incorporated in human resources policies and practices 4.3 Observe confidentiality requirements in dealing with all human resources information 4.4 Deal with unethical behaviour promptly 4.5 Ensure that all persons responsible for the human resources functions are clear about ethical expectations of their behaviour

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical and problemsolving skills to review business and operational plans and to develop and evaluate human resources strategies to support them

communication and negotiation skills to consult with key stakeholders across the organisation and ensure their support for human resources strategies

communication skills to manage service delivery

learning skills to see that performance is managed and skills are developed in a range of contexts

technology skills to:

communicate with key stakeholders

support HR functions, including data collection and managing information according to legislation and organisational policies.

Required knowledge

human resources strategies and planning processes as they relate to business and operational plans

performance and contract management

relevant legislation that applies to human resources.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: demonstrate skills in planning and implementing a coordinated approach to human resources functions across the organisation demonstrate methods of engaging key stakeholders, developing and monitoring human resources plans, and aligning human resources with broader business objectives apply knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of reports and examples of human resources plans, and evaluations of those plans direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate observation of presentations oral or written questioning to assess knowledge of performance and contract management review of documentation outlining roles and responsibilities of human resources team, line managers, and external contractors review of documentation outlining service specifications, performance standards and timeframes, and how these were communicated.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resource Management.

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.

Human resources requirements may include:	assessment and development centres career management competency development processes counselling discrimination, vilification and harassment advice education and training programs feedback flexible work arrangements induction and orientation programs industrial relations advice workplace health and safety (WHS) processes and procedures personal and career development planning rehabilitation and return-to-work schemes remuneration and benefits advice selfanalysis and selfassessment staff selection succession planning teleworking procedures workers' compensation.
External business environment may include:	unemployment rates competition for workers skills and labour shortages market trends economic conditions changes in technology industry changes.
Options will include:	cost-benefit analysis risk analyses recommendations to groups and individuals who have a role in the implementation of policies, procedures or decisions and/or are affected by their implementation.
Legislative requirements, organisational policies and business goals may include:	award and enterprise agreements, and relevant industrial instruments relevant industry codes of practice relevant legislation from all levels of government that affects business operation, especially in regard to WHS and environmental issues, equal employment opportunity, industrial relations and antidiscrimination strategic and business plans.

Unit Sector(s)

Workforce Development – Human Resource Management

BSBHRM502A Manage human resources management information systems

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage human resources information systems from the research and planning stages, through selection of appropriate systems, to implementation, ongoing review and system upgrades. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a well established, sound theoretical knowledge base in human resources management and human resources information systems (HRIS) who are proficient in using a range of specialised technical and managerial techniques to plan, carry out and evaluate their own work and/or the work of a team. They may or may not have staff who report to them but they are authorised to oversee the HRIS.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify human resources information requirements	1.1. Collect, collate and document information requirements of users 1.2. Identify communication processes to support user needs 1.3. Agree on information requirements and communication processes with users and relevant managers 1.4. Develop a draft information systems management plan with agreed review mechanisms, timeframe and criteria 1.5. Specify information requirements in a clear and concise manner 1.6. Ensure information requirements are consistent with organisational objectives and policies 1.7. Identify resources required to meet the information requirements within budget parameters
2. Select human resources information management system	2.1. Agree on selection criteria for the information management system with relevant groups and individuals 2.2. Ensure that selection criteria for the system has the capability to meet organisation's objectives, policies and budget parameters 2.3. Evaluate potential systems against the criteria 2.4. Undertake cost benefit and risk analysis in relation to the systems which meet the selection criteria 2.5. Establish preferences for system and provide selection report to senior managers 2.6. Ensure that preferred system is capable of being customised to meet organisation and user requirements
3. Implement human resources information system	3.1. Develop implementation plan with users, other relevant groups and individuals 3.2. Confirm implementation plan's roles and responsibilities with individuals and groups involved 3.3. Assign resources to meet implementation plan timeframe, quality and other objectives 3.4. Modify implementation schedule to resolve any problems arising 3.5. Ensure groups and individuals contribute to implementation in accordance with plan objectives
4. Monitor and evaluate performance of human resources information system	4.1. Monitor information system performance and prepare performance reports 4.2. Obtain feedback from users about the system 4.3. Benchmark system performance against other systems, and latest trends and developments 4.4. Analyse performance gaps and current strategies and introduce improvements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to write specifications for systems people management skills to work with contractors or staff who will be implementing the HRIS planing and organising skills to transition the HRIS technology skills to ensure suitability of software for organisational requirements.
Required knowledge
monitoring, measuring and evaluation techniques for a range of human resource management functions procurement procedures, including preparation of a technical brief types of HRIS that are available and their respective capabilities and limitations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: assessment of written reports on HRIS specification, selection and implementation implementation plan for an HRIS and associated management skills to oversee transition and implementation of a new HRIS knowledge of the types of HRIS available and their respective capabilities and limitations.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports on HRIS implementation direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of documentations about user information requirements oral or written questioning to assess knowledge of HRIS capabilities evaluation of implementation plan review of documentation outlining feedback from users about the system.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resource Management.

Range Statement

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.
Information requirements include:	career development employee relations and industrial relations employee support human resources development legislative requirements organisational development performance management recruitment, selection and induction re-deployment of employees termination of employees workforce planning
Draft information systems management plan includes:	proposed system objectives, methods of management, timeframes and other criteria specification of system requirements for the purposes of selecting appropriate systems to manage the information
Relevant groups and individuals means:	all those who have a role in the implementation of policies, procedures or decisions and/or are affected by their implementation
Cost benefit analysis means:	calculation to determine whether the results/outcomes of a particular course of action are sufficient to justify the costs and risks in taking that action
Risk analysis means:	determination of the likelihood of a negative event preventing the organisation meeting its objectives and the likely consequences of such an event on organisational performance

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Human Resource Management

Co-requisite units

Co-requisite units

BSBHRM505B Manage remuneration and employee benefits

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement an organisation's remuneration and benefit plans. It incorporates all functions associated with remuneration, including packaging, salary benchmarking, market rate reviews, bonuses and the legislative aspects of remuneration and employee benefits. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources managers responsible for overseeing an organisation's remuneration process.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop organisation's remuneration strategy	1.1. Analyse strategic and operational plans to determine the scope of remuneration and benefits plans 1.2. Undertake research on current practice, recent developments and legislative parameters for the remuneration strategy 1.3. Develop options for consideration by relevant managers 1.4. Present options showing the link to organisational strategic objectives 1.5. Ensure remuneration policies and incentive plans are agreed and recorded 1.6. Ensure that organisation is positioned as an employer of choice and regarded as a desirable workplace
2. Implement remuneration strategy	2.1. Research occupational groups to determine those which are industrial agreement based 2.2. Access or undertake market rates surveys regularly to ensure the organisation's required level of competitiveness for particular occupational groups is maintained 2.3. Align remuneration and benefits plans with performance management system 2.4. Ensure that employees receive at least their minimum entitlements according to organisational policies and legal requirements 2.5. Ensure salary packages comply with organisational policies and legal requirements, including fringe benefits tax (FBT) and superannuation 2.6. Ensure incentive arrangements, if included, comply with the organisation's remuneration strategy
3. Review and update remuneration strategy	3.1. Consult managers and employees about the effectiveness of the remuneration strategy 3.2. Amend strategy and plans as necessary to meet organisational policies and legal requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to: communicate sensitively about remuneration observe confidentiality numeracy and technology skills to: calculate costs to the organisation graph salary costs link salaries to budgets research skills to determine appropriate models of remuneration and benefits for particular occupational groups and individuals
Required knowledge
award structures for industrial agreements ethical practices relating to remuneration and benefits strategies leasing arrangements, including novated leases models for bonus and incentive schemes, including gain sharing or profit sharing relevant legislation, for example equal employment opportunity, diversity and anti-discrimination legislation remuneration principles or models and strategies requirements of the Australian Taxation Office in relation to income tax, superannuation reporting, FBT and bonus payments.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: compliance with the legal aspects of managing remuneration and benefits application of remuneration strategies for different occupational groups and circumstances application of awards and agreements to structure remuneration processes application of the requirements of the Australian Taxation Office in relation to income tax, superannuation reporting, FBT and bonus payments.
Context of and specific resources for assessment	Assessment must ensure access to appropriate documentation and resources normally used in the workplace.
Method of assessment	The following assessment methods are appropriate for this unit: assessment of reports on remuneration models and approaches direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate review of research undertaken on current practice, recent developments and legislative parameters for the remuneration strategy review of remuneration options developed for consideration by relevant managers oral or written questioning to assess knowledge of legislation and the taxation system.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Remuneration and benefits may include:	allowances annual leave bonuses or incentives competency-based progression employee share plans ex gratia payments expense reimbursement family and carer's leave flexible work arrangements fringe benefits leave without pay long service leave motor vehicle salaries and wages share options sick leave special leave study leave superannuation.
Employer of choice may include:	ability to attract and retain high performing staff flexible and inclusive work environment supported by the chief executive officer and managers policies and practices that discourage harassment or discrimination reputation for good workplace relationships, a culture of trust and good pay and conditions reputation for being fair, flexible, innovative and engendering employee engagement training and development programs that encourage people to plan and follow a career pathway.
Market rate surveys may include:	data from remuneration specialists general community surveys industry salary benchmarking surveys conducted by the organisation.
Salary packages:	may include payment arrangement where the total remuneration and benefits payable to an employee are calculated as total cost of employment, including: salary allowances motor vehicle superannuation fringe benefits do not include payroll tax or workers compensation insurance.
Incentive arrangements may include:	commission bonuses share plans share options gain sharing profit sharing.

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce development - human resource management

Co-requisite units

Co-requisite units

BSBHRM506A Manage recruitment selection and induction processes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage all aspects of the recruitment selection and induction processes in accordance with organisational policies and procedures. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources managers or human resources personnel who take responsibility for managing all aspects of selecting new staff and orientating those staff to their new positions. It is not assumed that the manager will be directly involved in the selection processes themselves, although this may well be the case. In small organisations this role may belong to someone who is not a dedicated human resources professional; the unit however will still be applicable.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop recruitment, selection and induction policies and procedures	1.1. Analyse strategic and operational plans and policies to identify relevant policies and objectives 1.2. Develop recruitment, selection and induction policies and procedures and supporting documents 1.3. Review options for technology to improve the efficiency and effectiveness of the recruitment and selection process 1.4. Obtain support for policies and procedures from senior managers 1.5. Trial forms and documents that support policies and procedures and make necessary adjustments 1.6. Communicate policies and procedures to relevant staff and provide training if required
2. Recruit and select staff	2.1. Determine future human resources needs in collaboration with relevant managers and sections 2.2. Ensure current position descriptors and person specifications for vacancies are used by managers and others involved in the recruitment, selection and induction processes 2.3. Provide access to training and other forms of support to all persons involved in the recruitment and selection process 2.4. Ensure that advertising of vacant positions complies with organisational policy and legal requirements 2.5. Utilise specialists where necessary 2.6. Ensure that selection procedures are in accordance with organisational policy and legal requirements 2.7. Ensure that processes for advising applicants of selection outcome are followed 2.8. Ensure that job offers and contracts of employment are executed promptly and that new appointments are provided with advice about salary, terms and conditions
3. Manage staff induction	3.1. Provide access to training and ongoing support for all persons engaged in staff induction 3.2. Check that induction processes are followed across the organisation 3.3. Oversee the management of probationary employees and provide them with feedback until their employment is confirmed or terminated 3.4. Obtain feedback from participants and relevant managers on the extent to which the induction process is meeting its objectives 3.5. Make refinements to induction policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to liaise across the organisation and to ensure that policies and procedures are well supported leadership skills to engage others and to ensure that good processes are followed and supported literacy skills to document clear policies and procedures and to develop proformas to support recruitment, selection and induction.
Required knowledge
concept of outsourcing diversity, equal employment opportunity and anti-discrimination principles and associated legislation employee contracts industrial relations recruitment and selection methods, including assessment centres relevant legislation on equal opportunity, industrial relations and anti-discrimination relevant terms and conditions of employment understanding of psychometric and skills testing programs workplace relations regulations, workplace relations legislation and other relevant legislation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a policy and procedures framework for recruitment, selection and induction OR critical analysis of an existing policy and procedures framework for recruitment, selection and induction knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports on recruitment, selection and induction processes direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of training and other forms of support provided to all persons involved in the recruitment and selection process evaluation of trialling of forms and documents that support policies and procedures review of documentation outlining feedback obtained from participants and relevant managers on the extent to which the induction process is meeting its objectives oral or written questioning to assess knowledge of relevant legislation and selection processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units form the Diploma of Human Resource Management.

Range Statement

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.
Recruitment, selection and induction policies and procedures may address:	application processing competency profiling documentation and use of standard forms equal opportunity, anti-discrimination and diversity principles interviewing methodologies job analysis job classifications, assessment centres job description job evaluation privacy and confidentiality probationary periods psychometric assessment recruitment advertising reference checks selection panels and their composition the application of commercial software packages to improve efficiency in recruitment and selection processes training for new staff use of external agencies
Relevant managers and sections includes:	those who have a role in the recruitment selection or induction processes
Advertising may occur through:	internal channels internet newspapers radio recruitment agencies or specialists television
Specialists may include:	recruitment agencies remuneration specialists staff who run security checks vocational psychologists
Selection procedures may include:	aptitude test or IQ tests behaviour in leaderless groups demonstration of techniques or technical skills interviews, including structured interviews, behavioural interviews or other interviewing methodologies peer assessments personality testing psychometric testing referee reports use of an assessment centre work samples

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Human Resource Management

Co-requisite units

Co-requisite units

BSBHRM507A Manage separation or termination

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to deal with redeployment, resignation, retirement, dismissal and redundancy, including the conduct of exit interviews. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources managers or human resources personnel who take responsibility for overseeing all aspects of managing the termination of employment, voluntary and involuntary. The unit addresses separation at an individual level, through resignations and dismissal, and at the level of the group, through redundancy and restructuring. It is not assumed that the manager will be directly involved in terminating employees, although this may well be the case. In small organisations this role may belong to someone who is not a dedicated human resources professional; the unit however will still be applicable.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop policies and procedures for separation/termination of employment	1.1. Undertake research to determine features of best practice systems of separation/termination and the legal requirements 1.2. Undertake consultation with relevant managers prior to the introduction of new forms, procedures or systems 1.3. Develop policies, procedures and supporting documentation for all forms of separation/termination 1.4. Ensure procedures for dismissal or termination respect employees, provide strict confidentiality and comply with legislation 1.5. Obtain support for separation/termination policies and procedures from senior managers 1.6. Communicate policies and procedures and supporting documents to relevant personnel 1.7. Use feedback to make refinements to policies, procedures and supporting documents for separation and termination
2. Manage separation/termination processes	2.1. Develop a redundancy or redeployment plan 2.2. Manage redundancies and redeployment and provide relevant information about processes so that work outcomes are not compromised 2.3. Provide outplacement or other assistance in accordance with organisational policies and legal requirements 2.4. Ensure that dismissals for incapacity to perform or misconduct comply with legislative and organisational requirements 2.5. Ensure that human resources staff, managers and supervisors have necessary skills and knowledge to take disciplinary action 2.6. Review workforce data for predicted numbers of people retiring and make necessary plans 2.7. Review and evaluate separation/termination procedures regularly and introduce improvements
3. Manage exit interview process	3.1. Ensure that separating employees are offered the opportunity to participate in exit interviews 3.2. Ensure that the process for exit interviews is clear and that staff are skilled to conduct them 3.3. Ensure that data from exit interviews is recorded and depersonalised 3.4. Analyse data from exit interviews to establish trends and patterns and introduce improvements across the organisation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical and organisational skills to work with data about trends and to plan for redeployment or redundancies communication skills to support disciplinary processes and to see that employees are properly counselled; to conduct exist interviews; and to negotiate terms and conditions of separation/termination.
Required knowledge
disciplinary procedures employment contracts, and terms and conditions procedures for dismissal, suspension, voluntary termination, retirement and redundancy relevant Commonwealth and state legislation on industrial relations, unlawful dismissal and grounds for dismissal sexual harassment, discrimination, racial vilification policies and legislation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of policies and procedures to manage all aspects of separation and termination of employees OR critical analysis of an existing policy and procedures framework on separation and termination knowledge of the legislative requirements for dismissal skills in counselling employees in disciplinary proceedings, providing advice on termination and conducting exit interviews.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios assessment of written reports on separation and termination demonstration of counselling techniques for disciplinary procedures direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate evaluation of analysis of exit interview data. observation of demonstrated techniques in conducting exit interviews oral or written questioning to assess knowledge of relevant legislation review of policies, procedures and supporting documentation developedfor all forms of separation/termination review of redundancy or redeploymentplan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resource Management.

Range Statement

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.
Research may include:	database search library search use of consultants/specialists visits to best practice organisations
Separation/termination may include:	cessation of a casual labour agreement conclusion of the employment contract by either party or both parties mutually death dismissal expiry of a fixed term contract redeployment redundancy resignation retirement
Policies and procedures may address:	discrimination dismissal, including unlawful dismissal entitlements exit interviews legislative requirements redundancy and redeployment resignation rights of appeal warning systems and grievances
Procedures for dismissal may include:	counselling due process (at least one opportunity for the employee to give an explanation of their continued incapacity or misconduct) negotiation with employee and/or their representative warnings (written and verbal)
Redundancy means:	when an organisation decides it has a job which it does not require to be done any more by either the present incumbent or someone else
Redeployment means:	cessation of one contract of employment and its replacement with a new contract for a different position
Dismissal means:	termination of the employee by the employer for misconduct or incapacity to perform the job
Exit interview means:	formal standard interview conducted in accordance with organisational policy, to obtain information from an employee who is leaving their employment, about their employment experiences

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Human Resource Management

Co-requisite units

Co-requisite units

BSBHRM509A Manage rehabilitation or return to work programs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to process and analyse both workers compensation and sick leave claims. It also covers the establishment of rehabilitation needs and return to work programs, and their monitoring, ongoing review and evaluation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources managers or specialists who manage claims and ensure that the organisation provides appropriate support for the worker. Note that the unit does not in any way address the process of curing the worker of their injury or illness as this is the task of the health professional. Instead the unit focuses on the process of dealing with claims and ensuring that the organisation supports the worker through return to work programs. In large organisations this work may be a full time role for some people, in smaller organisations it would typically be a part of a broader role with a human resources focus.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Analyse claims	1.1. Ensure that the organisation has and maintains a current Workers' Compensation insurance policy (or equivalent) as required by the applicable legislation 1.2. Process claims in accordance with organisational policies, and legal and insurance requirements 1.3. Dispute claims where insurer or organisational requirements are not met 1.4. Notify rehabilitation provider in accordance with organisational procedures 1.5. Advise claimants as to whether their claim has been accepted 1.6. Analyse claims to identify the nature of the illness/injury and prepare report/s 1.7. Identify projected period of absence and where rehabilitation assistance is required, and ensure arrangements are made in the work team to deal with absence
2. Establish rehabilitation/return to work program	2.1. Ensure consultation occurs between rehabilitation provider and treating doctor 2.2. Ensure consultation occurs between rehabilitation provider, relevant managers and employee 2.3. Consider job redesign, reduced hours and alternative duties in the light of medical advice 2.4. Design a rehabilitation/return-to-work program to achieve a successful return-to-work 2.5. Obtain approval for return-to-work program by relevant managers 2.6. Establish rehabilitation program with employee 2.7. Undertake risk analysis in relation to proposed program and mitigate risk where appropriate 2.8. Commence program as close to the time of the accident/illness as possible
3. Monitor/evaluate rehabilitation/ return to work program	3.1. Encourage regular feedback/communication between provider, supervising manager and employee 3.2. Organise regular contact and support between provider and employee 3.3. Identify breaches of the return-to-work program and take remedial action promptly 3.4. Refer return-to-work program to workers compensation authorities where breaches occur 3.5. Modify return-to-work program where appropriate if it is not delivering the required outcomes 3.6. Evaluate each rehabilitation/return-to-work program at its conclusion and implement recommendations for system improvement where appropriate

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communications skills to discuss health matters sensitively with a range of people and to represent the employer for disputed claims negotiation skills to negotiate disputed claims organisational and administrative skills to see that all claims are properly processed and that claimant is clear about what is happening and what to expect.
Required knowledge
rehabilitation concepts and return-to-work procedures relevant legislation from all levels of government that affects business operation, especially in regard to workers compensation, occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination workers compensation tribunal procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: critical analysis of the organisation's rehabilitation return-to-work programs assessment of the strengths and weaknesses of the organisation's approach to rehabilitation return-to-work programs knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of performance in role plays oral or written questioning to assess knowledge of workers compensation tribunal procedures review of risk analysis undertakenof a proposed return-to-work program evaluation of contact and support organised between provider and employee.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resource Management.

Range Statement

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.
Claims may include:	sick leave claim/application workers compensation claims
Rehabilitation provider may be any authorised health professional including:	case managers counsellors or psychotherapists pain or injury management specialists physiotherapists
Alternative duties may include:	limited range of duties in their normal job new position specific tasks which will not aggravate the injury or condition
Risk analysis means:	determination of the likelihood of a negative event preventing the organisation meeting its objectives and the likely consequences of such an event on organisational performance
Mitigation means:	action taken to reduce or eliminate risk identified
Workers compensation authorities means:	relevant body, court, tribunal or commission having jurisdiction in respect to workers compensation matters
Evaluation means:	determining the extent to which the program meets its objective in respect to timeframes, success rates, cost and impact on the organisation

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Human Resource Management

Co-requisite units

Co-requisite units

BSBHRM510A Manage mediation processes

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop, implement and review guidelines and procedures for mediation within an organisation, or on behalf of an organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources practitioners who have a role in the management of mediation within their organisation, or who may work as consultants providing mediation services to organisations. The unit covers the policy framework required for the management of mediation and the skills associated with the provision of mediation. Mediation is a process in which the parties to a dispute, with the assistance of a neutral third party (the mediator), identify the disputed issues, develop options, consider alternatives and endeavour to reach an agreement; the mediator has no advisory or determinative role in regard to the content of the dispute or the outcome of its resolution, but may advise on or determine the process of mediation whereby resolution is attempted. Co mediation is where the neutral third party is a team comprising two or more persons (the mediators).

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop mediation guidelines	1.1. Research and collate history of disputes and dispute resolution within the organisation, including triggers for disputes 1.2. Consult identified key stakeholders to determine requirements related to mediation 1.3. Determine mediation requirements within the organisation 1.4. Research and document models and systems for mediation 1.5. Identify and document parameters for a mediation system from consultation and research process 1.6. Draft and validate guidelines for mediation with stakeholders 1.7. Obtain endorsement for guidelines from senior management team 1.8. Circulate guidelines and train mediators in guidelines and procedures
2. Prepare for mediation	2.1. Identify parties in dispute requiring mediation and explain mediation procedure, in accordance with established guidelines 2.2. Obtain agreement and willingness to participate in the mediation process 2.3. Conduct separate interviews with parties in dispute and clarify issues 2.4. Verify and document position of each party to the dispute 2.5. Determine boundaries for allowable options in dispute
3. Settle dispute through mediation	3.1. Use a range of communication techniques to mediate 3.2. Establish mutual agreement between parties in dispute 3.3. Formulate options for resolution of dispute and preferences 3.4. Continue with mediation until agreement is reached or time constraints conclude
4. Finalise and review mediation	4.1. Circulate documented agreements to all parties and complete all documentation required by organisational guidelines 4.2. Review effectiveness of mediation, identify improvements and refine mediation guidelines 4.3. Assess and maintain currency of knowledge and skill base of mediators

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and problem-solving skills to mediate literacy skills to write guidelines and to document outcomes of mediation.
Required knowledge
legislation, codes of practice and national standards: Australian Standards industry or professional bodies' codes of practice legislation relating to privacy and confidentiality legislation about equal opportunity and discrimination mediation models.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: guidelines for mediation which have been developed, disseminated, monitored and reviewed OR a critical evaluation of existing guidelines detailing the strengths and weaknesses of the approach effective techniques in mediation of workplace issues knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: records of mediation within privacy and confidentiality provisions access to feedback from parties involved in mediation within privacy and confidentiality provisions.
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: analysis of responses to case studies and scenarios analysis of validated mediation guidelines and refinement of these guidelines as necessary assessment of written reports on mediation demonstration of techniques in mediation direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of mediation models review of documentation outlining agreements and the process for circulating these documents review of documentation outlining models and systems for mediation, and parameters for a mediation system review of research into the history of disputes and dispute resolution within the organisation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resource Management.

Range Statement

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.
Triggers for disputes may include:	appeals, grievances and complaints that have escalated and remain unresolved industrial disputes interpersonal or team conflict misunderstandings about expectations or contractual requirements
Key stakeholders may include:	management partners staff associations and other work-based groups staff from other sites or locations unions
Research into models and systems for mediation may include:	Australian Standards benchmarking exercises dispute sources and characteristics internet searches psychological associations and professional bodies resolution techniques textbooks and journals training programs
Parameters for a mediation system may include:	code of conduct for mediation logistics for mediation, including time limits on process, locations used, duration of sessions number of mediators required within the organisation privacy and confidentiality provisions proformas for use in mediation process rationale for engaging mediation process recording and reporting requirements separate discussions with disputing parties and group discussion
Verifying positions of parties to dispute may involve:	empathic consideration of personal or historical issues that may not relate to the specific dispute, but that may set the scene for it and need to be addressed in order to resolve the specific dispute expert advice from third parties or other professionals as required independent verification of claims made by non-involved parties other action in line with mediation guidelines research into facts about events, transactions or other information presented
Boundaries of allowable options refers to:	any existing policies, procedures and processes that place limits on the options that may be formulated in the dispute resolution process
Communication techniques may include:	active and involved listening, reframing, summarising, reflecting, clarifying, paraphrasing, problem-solving and option-generated listening techniques to suit the particular flow of the discussions and in response to issues presented, to focus discussions on possible solutions
Currency of knowledge and skill base may be maintained through:	attendance at workshops or in-service activities participation in formal and informal networking activities of mediators undertaking formal training programs

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Human Resource Management

Co-requisite units

Co-requisite units

BSBHRM511A Manage expatriate staff

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage Australian staff working in other countries. It covers planning for offshore work, supporting expatriate staff and arranging for the repatriation of expatriate staff. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a managerial role who direct the work of others. They may work in any industry context and with teams of variable sizes. The unit applies to the management of Australian staff who are expatriated to work in overseas offices.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan for offshore work	1.1. Review type of work to be conducted offshore and record roles, tasks and responsibilities of team members 1.2. Research cultural, linguistic and regulatory differences of offshore work site 1.3. Evaluate Australian and host country taxation law as it affects offshore work 1.4. Review and select options for employment contracts and remuneration arrangements 1.5. Develop selection procedures ensuring employee adaptability 1.6. Create team and individual work plans and timeframes 1.7. Ensure that necessary work permits, visas and immunisations are obtained and that travel and accommodation arrangements are made 1.8. Plan for required technology and equipment for offshore team
2. Support expatriate staff to achieve goals	2.1. Arrange for the provision of cultural awareness training and orientation to new work site and living situation 2.2. Provide relevant organisational information and clarify performance expectations 2.3. Establish clear procedures for open and honest communication 2.4. Manage team dynamics and support team performance 2.5. Review individual and group performance and provide development opportunities 2.6. Assist in the management of conflict and address disputes and grievances 2.7. Recognise and reward contributions of team members
3. Arrange and evaluate repatriation	3.1. Support staff to plan for repatriation 3.2. Assign work roles and responsibilities to returning staff 3.3. Provide mentoring through transition following return to Australia 3.4. Evaluate effectiveness of management strategies and support for expatriated staff

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: clarify performance expectations debrief and mentor repatriated staff liaise effectively, establish expectations and address differences between staff in other locations provide cultural information initiative and enterprise skills to deal with new situations and challenges that emerge with staff in other countries learning skills to contribute to learning within the organisation so that staff can effectively operate offshore literacy skills to: evaluate taxation law as it affects offshore work review and select options for employment contracts and remuneration arrangements develop supporting documentation, such as selection procedures and work plans oversee the completion of necessary work permits and visas planning and organising skills to: schedule work make necessary arrangements for staff to relocate
Required knowledge
cross-cultural understanding and understanding of host country regulatory environment performance management systems range of technology for offshore communication recruitment processes requirements for sending staff offshore, including visa requirements taxation law in relation to expatriate work

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a: plan for managing staff who work offshore strategy for providing support and managing team conflict to staff working offshore plan for repatriating staff.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment office equipment and resources relevant organisational documentation.
Method of assessment	The following assessment methodsare appropriate for this unit: analysis of responses to case studies and scenarios review of a portfolio of evidence documenting research, planning and implementation of a strategy for managing staff working offshore oral or written questioning around the management of staff working offshore observation of presentation of reports to relevant personnel assessment of reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Roles, tasks and responsibilities may involve:	accountabilities goals and targets key performance indicators performance targets or measures quality standards reporting lines task lists.
Employee adaptability may include:	family circumstances intercultural sensitivity language and communication skills psychopathology religious beliefs, values and attitudes.
Technology may include:	computers digital conferencing systems and software internet telecommunications devices.
Organisational information may include:	organisational chart annual reports requirement for protection of intellectual property and trade secrets.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and leadership - management

Co-requisite units

Co-requisite units

BSBHRM512A Develop and manage performance-management processes

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBHRM503B Manage performance management systems.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to design, implement and oversee performance-management processes. The unit also includes specific intervention associated with under-performance or misconduct and developing approaches to address skill and performance gaps.

Application of the Unit

This unit applies to those with a well-established theoretical knowledge of human resources management and performance management who are proficient in using a range of specialised technical and managerial techniques to plan, carry out and evaluate their own work and the work of a team. They may or may not have staff who report to them, but they are authorised to establish effective performance-management processes for an organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Develop integrated performance-management processes	1.1 Analyse organisational strategic and operational plans to identify relevant policies and objectives to be reflected in integrated performance-management processes 1.2 Develop objectives for performance-management processes to support organisational strategy and goals and to build organisational capability 1.3 Design methods and processes for line managers to develop key performance indicators for those reporting to them 1.4 Develop organisational timeframes and processes for formal performance-management sessions 1.5 Ensure performance-management processes developed are flexible enough to cover the range of employment situations in the organisation 1.6 Consult with key stakeholders about the processes and agree on process features 1.7 Gain support for the implementation of the performance-management processes
2. Facilitate the implementation of performance-management processes	2.1 Train relevant groups and individuals to monitor performance, identify performance gaps, provide feedback and manage talent 2.2 Work with line managers to ensure that performance is monitored regularly and that intervention occurs as required and in line with organisational policies and legal requirements 2.3 Support line managers to counsel and discipline employees who continue to perform below standard 2.4 Articulate dispute-resolution processes where necessary, mediating between line managers and employees 2.5 Provide support to terminate employees who fail to respond to interventions, according to organisational protocols and legislative requirements 2.6 Ensure recorded outcomes of performance-management sessions are accessible and stored securely according to organisational policy 2.7 Regularly evaluate and improve all aspects of the performance-management processes, in keeping with organisational objectives and policies
3. Coordinate individual or group learning and development	3.1 Design and develop learning and development plans and strategies to encourage effective employee performance 3.2 Deliver learning and development plans according to agreed timeframes and ensure they deliver specified outcomes 3.3 Contract appropriate providers for performance development, as identified by the plans and according to organisational policy 3.4 Monitor learning and development activities to ensure compliance with quality assurance standards 3.5 Negotiate remedial action with providers where necessary 3.6 Generate reports to advise appropriate managers on progress and success rates of activities

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to ensure processes are practical and gather necessary information

communication and conflict-management skills to deal with grievances, disputes and disagreements

leadership skills to obtain support and endorsement of the performance-management processes across the organisation

training, coaching, mentoring and facilitation skills using a range of methods to cater for differences in learning styles, to ensure managers are competent to manage performance.

Required knowledge

characteristics of a learning organisation

equal employment opportunity, privacy and confidentiality, diversity and anti-discrimination policies and legislation

grievance procedures

models for giving feedback and options for skill development

options in the design of performance management and talent management processes

role of performance management in relation to broader human resources and business objectives.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop a performance-management process to support business goals, or critique existing performance-management processes provide support for mediation for effective management of performance issues develop approaches to improve performance and address identified performance gaps.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of reports on performance management and performance-development processes direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of demonstrated techniques in performance management observation of presentations review of plans for performance improvement and individual learning and development review of reports generated to advise appropriate managers on progress and success rates of activities oral or written questioning to assess knowledge of models for giving feedback and options for skill development and talent management.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBHRM507A Manage separation or termination.

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.

Integrated performance-management processes include:	communications data collection and analysis software reporting.
Employment situations may include:	casual and contract work full-time and part-time work marketing and sales office and clerical physical labour processing production technical and scientific tele-working warehousing and transport.
Performance gaps may include:	costs above budget disruptive conflict external interference failure to meet strategic or operational objectives low or high turnover of labour productivity below budget quality, workplace health and safety, or environmental failure work bans or go slow.
Intervention may include:	coaching counselling disciplining giving praise recognising good performance.
Learning and development plans and strategies may include:	enhancing knowledge mentoring personal development project work skills training visits to other workplaces.
Appropriate providers include:	consultants external and internal providers trainers.

Unit Sector(s)

Workforce Development – Human Resource Management

BSBHRM513A Manage workforce planning

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBHRM504A Manage workforce planning.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to plan workforce strategies to achieve organisational goals and objectives.

It includes assessing factors that may affect the supply of workers, aligning workforce objectives with business plans, and designing strategies and succession plans to ensure a competent and appropriately diverse workforce is available to meet anticipated changes. The unit covers the research associated with labour markets and the requirement to match organisational needs with employee skills and commitment.

Application of the Unit

This unit applies to human resources managers or staff members with a role in a policy or planning unit that focuses on workforce planning.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Research workforce requirements	1.1 Review current data on staff turnover and demographics 1.2 Assess factors that may affect workforce supply 1.3 Establish the organisation's requirements for a skilled and diverse workforce
2. Develop workforce objectives and strategies	2.1 Review organisational strategy and establish aligned objectives for the modification or retention of the workforce 2.2 Define whether staff turnover is unacceptable and if so consider strategies to address the turnover 2.3 Define objectives to retain required skilled labour 2.4 Define objectives for workforce diversity and cross-cultural management 2.5 Define strategies to source skilled labour 2.6 Communicate objectives and rationale to relevant stakeholders 2.7 Obtain agreement and endorsement for objectives and establish targets 2.8 Develop contingency plans to cope with extreme situations
3. Implement initiatives to support workforce planning objectives	3.1 Implement action to support agreed objectives for recruitment, training, redeployment and redundancy 3.2 Develop and implement strategies to assist workforce to deal with organisational change 3.3 Develop and implement strategies to assist in meeting the organisation's workforce diversity goals 3.4 Implement succession planning system to ensure desirable workers are developed and retained 3.5 Implement programs to ensure workplace is an employer of choice
4. Monitor and evaluate workforce trends	4.1 Review workforce plan against patterns in exiting employee and workforce changes 4.2 Monitor labour supply trends for areas of over or undersupply in the external environment 4.3 Monitor effects of labour trends on demand for labour 4.4 Survey organisational climate to gauge worker satisfaction 4.5 Refine objectives and strategies in response to internal and external changes and make recommendations in response to global trends and incidents 4.6 Regularly review government policy on labour demand and supply 4.7 Evaluate effectiveness of change processes against agreed objectives

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication and leadership skills to:

explain the need for change

gain senior management support for workforce planning initiatives

literacy skills to read and write reports and succinct workforce plans

numeracy skills to work with data and predictions about labour supply information

analytical skills to review data according to the needs of the organisation

technology skills to:

communicate with key stakeholders

support HR functions, including data collection and managing information according to legislation and organisational policies.

Required knowledge

current information about external labour supply relevant to the specific industry or skill requirements of the organisation

industrial relations relevant to the specific industry

labour force analysis and forecasting techniques.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: review relevant supply and demand factors that will impact on an organisation's workforce develop a workforce plan that includes relevant research and specific strategies to ensure access to a skilled and diverse workforce.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of reports on labour supply trends and strategies to access and retain labour with required skills direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate review of documentation outlining agreed objectives for the modification or retention of the workforce and how these objectives were communicated to senior management review of strategies implemented to assist the workforce to deal with organisational change evaluation of implementation of succession planning system review of the results of the organisational climate survey oral or written questioning to assess knowledge of industrial relations relevant to the specific industry.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resource Management.

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.

Factors that may affect workforce supply may include:	changes in technology competition for workers economic conditions industry changes market trends skills and labour shortages unemployment rates.
Requirements for a diverse workforce may include all forms of difference, including:	age gender generational learning styles race religious beliefs sexuality workers' background, including cultural and linguistic background.
Objectives may include:	becoming an employer of choice specific objectives for the organisation on recruitment, training, redeployment and redundancy triple bottom line.
Organisational climate surveys may include:	employee opinion surveys employee satisfaction surveys systems for checking how staff perceive the organisation and its function.

Unit Sector(s)

Workforce Development – Human Resource Management

BSBHRM602B Manage human resources strategic planning

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop, implement and maintain a strategic approach to managing human resources in an organisation. The unit is critical for any human resources manager and should be undertaken after a firm grounding has been established in a range of human resources activities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources managers or policy and planning staff with specific responsibility for ensuring that the organisation has the structure and staff to meet current and foreseeable business and performance objectives. In most instances this role will be undertaken by someone from a large organisation and will support an established strategic or business plan.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research planning requirements	1.1. Analyse strategic plans to determine human resource strategic direction, objectives and targets 1.2. Undertake additional environmental analysis to identify emerging practices and trends that may impact on human resources management in the organisation 1.3. Identify future labour needs, skill requirements and options for sourcing labour supply 1.4. Consider new technology and its impact on job roles and job design 1.5. Review recent and potential changes to industrial and legal requirements
2. Develop human resources strategic plan	2.1. Consult relevant managers about their human resources preferences 2.2. Agree on human resources philosophies, values and policies with relevant managers 2.3. Develop strategic objectives and targets for human resources services 2.4. Examine options for the provision of human resources services and analyse costs and benefits 2.5. Identify appropriate technology and systems to support agreed human resources programs and practices 2.6. Write strategic human resources plan and obtain senior management support for the plan 2.7. Develop risk management plans to support the strategic human resources plan
3. Implement human resources strategic plan	3.1. Work with others to see that the plan is implemented 3.2. Monitor and review the plan 3.3. Adapt plan should circumstances change 3.4. Evaluate and review performance against plan objectives

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to: read relevant documentation write plans numeracy skills to undertake cost-benefit analysis of available options planning and organisational skills to develop and implement plans research, learningand analysis skills to ensure necessary information is gathered prior to writing plans
Required knowledge
human resources practices and functions impact of technology on job roles labour market options for sourcing labour supply requirements of a strategic plan

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a strategic human resources plan which includes relevant research and data and demonstrates a clear alignment with broader business objectives implementation and review of the plan.
Context of and specific resources for assessment	Assessment must ensure access to appropriate documentation and resources normally used in the workplace.
Method of assessment	The following assessment methods are appropriate for this unit: assessment of reports on strategic human resources issues and human resources planning direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate evaluation of strategic objectives and targets for human resources services review of human resources plan and risk management plans oral or written questioning to assess knowledge of human resources practices and functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Emerging practices and trends may include:	ageing workforce changes in consumer patterns or community expectations economic trends labour market trends multi-generational teams new products or services new technologies political or legislative changes qualification or educational changes working internationally.
Future labour needs may include:	labour required to achieve organisation's strategic objectives, for example: competency number quality type.
Options for sourcing labour supply refer to:	employing a range of recruitment options hiring casual labour hiring new graduates or trainees employing off-shore workers outsourcing using contractors or consultants.
Strategic objectives and targets for human resources may refer to:	equal employment opportunity and diversity human resources information systems induction industrial relations job analysis and design OHS performance management professional development recruitment and selection remuneration staff retention and succession planning.
Options for the provision of human resources services may include:	external provision by a consultant or contractor having the work performed elsewhere (outsourcing) internal human resources provision of the service internal non-human resources provision of the service merging of business units.
Human resources plan includes:	budget priorities objectives timeframes.

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce development - human resource management

Co-requisite units

Co-requisite units

BSBHRM604A Manage employee relations

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge to develop and maintain a positive and productive workplace environment. It covers all aspects of employee relations impacting on managers at the strategic level.

Application of the Unit

Application of the unit	The unit is designed for non-specialist HR managers and covers the application of the broad range of employee relations activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement employee relations strategy and policies for own work area	1.1. Ensure employee relations strategy is consistent with organisational strategic objectives 1.2. Develop strategies and policies through the application of a risk management approach and extensive consultation and participation by relevant groups and individuals 1.3. Ensure strategy and policies take account of equal opportunity, family/work relationships and promote the absence of discrimination and/or harassment 1.4. Develop risk management strategies which take account of the withdrawal of labour and other potential outcomes of disputes 1.5. Identify potential areas of conflict (if any) and ensure strategies and policies take account of the objectives of relevant groups and individuals
2. Build and maintain a productive culture	2.1. Negotiate awards, agreements, and contracts which balance organisational objectives and employee rights and obligations 2.2. Identify and meet all legal and organisational requirements within the conditions of employment 2.3. Undertake regular and timely consultation and communication with individuals and relevant groups 2.4. Develop policies and practices to facilitate employee recruitment, retention and satisfaction 2.5. Provide induction programs and training to develop competence and confidence, and to ensure work is performed safely and effectively 2.6. Provide opportunities for employees to understand their role and how it contributes to the achievement of organisational objectives 2.7. Develop, regularly review and update individual and team development plans 2.8. Evaluate and revise employee relations policies regularly
3. Resolve employee relations problems	3.1. Establish processes for early intervention to identify and minimise problems or grievances 3.2. Communicate problem solving processes to, and obtain support from, all relevant groups and individuals 3.3. Provide training to develop competence in conflict management, negotiation and dispute resolution 3.4. Obtain specialist advice where appropriate or where formal hearings are required 3.5. Ensure processes are fair, equitable and consistent with all relevant awards agreements and legislation 3.6. Ensure problem solving processes provide for external mediation and conciliation, and arbitration where appropriate
4. Manage diversity	4.1. Develop plans for the promotion of diversity within the organisation 4.2. Openly promote diversity and its benefits within the organisation 4.3. Develop education and communication plans to promote and encourage diversity 4.4. Develop and implement processes to deal with events which inhibit the organisation from meeting its diversity objectives

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities communication/consultation skills to ensure all relevant groups and individuals are advised of what is occurring and are provided with an opportunity for input conflict management skills to mediate, negotiate and/or attempt to obtain consensus between individuals/groups in conflict situations which are dysfunctional in relation to the organisation's performance networking skills to ensure support from key groups and individuals for concepts/ideas/products/services risk management skills to analyse, identify and develop mitigation strategies for identified risks.
Required knowledge
human resource planning human resource specialist assistance available industrial agreements key result areas of the organisation organisational plans and objectives (strategic, tactical and operational) organisational policies relating to balancing family/work relationships organisational support services for employees (external and internal) performance measurement systems utilised within the organisation relevant legislation from all levels of government that affects business operation such as: award and enterprise agreements and relevant industrial instruments Occupational Health and Safety environmental issues equal opportunity industrial relations anti-discrimination relevant industry codes of practice staff development strategies unfair dismissal rules and due process.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: While the unit is designed for non-specialist HR managers, there is an expectation that competence will be demonstrated in the implementation of the full range of employee relations activities Negotiation of employment agreements/contracts and the maintenance of high standards of performance in respect to equal opportunity and the management of diversity are key areas of assessment Conflict management and early intervention in respect to employee grievances/problems are also key elements of the evidence to be presented during assessment.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports on employee relations direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on employee relations management oral or written questioning to assess knowledge of human resources function/s being reviewed and policy frameworks evaluation of research undertaken review of documentation analysing the strengths and weaknesses of employee relations' policies and strategies review of documentation of behaviours associated with managing diversity and, resolving employee problems and grievances.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Employee relations includes:	all of the activities in an organisation which impact on the employees' terms and conditions of employment and their personal well-being and satisfaction with their work environment
Strategies and policies may include:	discipline equal opportunity human resource strategy induction and training industrial/labour relations organisational values statement performance management racial discrimination/vilification remuneration and benefits selection/recruitment sexual harassment
Risk management means:	the process of identification of potential negative events and the development of plans to mitigate or minimise the likelihood of the negative event occurring and/or the consequences in the event it does occur
Employee rights and obligations refers to:	those contained within any award agreement or contract of employment, or implied terms of those agreements, together with all rights and obligations under the laws of the Commonwealth and the relevant state/territory
Conditions of employment may include:	grievance procedures holidays and leave entitlements hours of work penalty rates salary/wages superannuation
Problem solving processes may include:	arbitration conciliation dispute resolution procedures grievance procedures mediation
Specialist means:	person expert in the conduct of formal hearings in the relevant jurisdiction
Diversity refers to:	any difference between individuals and groups, and includes age, gender, race, nationality, political and philosophical beliefs, or any other different individual or group characteristic
Education and communication plans refers to:	a structured program for the dissemination of information, and the receipt of feedback information from individuals, relevant to the process or activity

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Human Resource Management

Co-requisite units

Co-requisite units

BSBIND201A Work effectively in a business environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work effectively within a commercial or business environment. It includes identifying the rights and responsibilities of employees and employers and conducting business in accordance with the organisational goals, values and standards. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals developing basic skills and knowledge in preparation for working in a broad range of settings.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Work within organisational requirements	1.1. Identify and read organisation's requirements and responsibilities and seek advice from appropriate persons, where necessary 1.2. Develop and utilise a current working knowledge and understanding of employee and employer rights and responsibilities 1.3. Comply with relevant duty of care, legal responsibilities and organisational goals and objectives 1.4. Identify roles and responsibilities of colleagues and immediate supervisors 1.5. Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels 1.6. Identify, recognise and follow behaviour that contributes to a safe work environment
2. Work in a team	2.1. Display courteous and helpful manners at all times 2.2. Complete allocated tasks as required 2.3. Seek assistance when difficulties arise 2.4. Use questioning techniques to clarify instructions or responsibilities 2.5. Identify and display a non-discriminatory attitude in all contacts with staff, management or clients
3. Develop effective work habits	3.1. Identify work and personal priorities and achieve a balance between competing priorities 3.2. Apply time management strategies to work duties 3.3. Observe appropriate dress and behaviour as required by the workplace, job role or customer contact

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to identify work requirements and to process relevant workplace documentation communication skills to request advice, to receive feedback and to work with a team problem-solving skills to solve routine problems technology skills to select and use technology appropriate for a task.
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 and how to access them terms and conditions of employment.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying, locating and articulating the organisation's requirements including goals and values work that reflects the relationship between own role and organisational requirements knowledge of workplace procedures for upholding employee and employer rights and responsibilities.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources.
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 analysis of responses to case studies and scenarios observation of demonstrated techniques evaluation of time management strategies applied to work duties.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Organisation's requirements may include:	access and equity principles and practice anti-discrimination and related policy business and performance plans ethical standards goals, objectives, plans, systems and processes legal and organisation policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards
Appropriate persons may include:	colleagues external organisations line management supervisor those who have the authority to adjust plans
Employee rights and responsibilities may include:	attendance confidentiality and privacy of enterprise, client and colleague information knowing the terms and conditions of own employment obeying lawful orders protection from discrimination and sexual harassment punctuality right to union representation safety and care with respect to OHS
Employer rights and responsibilities may include:	responsibility of providing a safe environment free from discrimination and sexual harassment (refer to relevant state/territory and commonwealth anti-discrimination legislation) right to dismiss employees if employees are negligent, careless or cause an accident commit a criminal offence commit acts of disloyalty such as revealing confidential information
Organisational goals and objectives may include:	organisational values and behaviours work procedures and quality assurance manuals and may be stated or implied by the way the organisation conducts its business including: business planning financial performance flexibility, responsiveness interpersonal communication marketing and customer service organisational values and behaviours people management work procedures and/or procedures manuals
Behaviour that contributes to a safe work environment may include:	discussing and negotiating problems and tasks with other team members identifying and reporting any risks or hazards listening to the ideas and opinions of others in the team sharing knowledge and skills solving problems as a team using business equipment according to guidelines
Work and personal priorities may include:	work/life balance and other commitments, including: school/homework home/family/parties/friends other jobs culture disability

Unit Sector(s)

Unit sector

Competency field

Competency field	Industry Capability - Industry Context

Co-requisite units

Co-requisite units

BSBIND301A Work effectively in an educational environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to effectively apply industry knowledge in educational support roles in an educational environment. This includes applying broad knowledge of the Australian education system and its sectors and specific knowledge of an organisation and job role, working with diversity, and recognising access and equity issues in education. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals providing educational support services at various levels of responsibility in the education industry - they need to apply broad background industry knowledge to their business practice and could be working in a range of education sectors (schools, vocational education and training, higher education, postgraduate education).

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop and maintain knowledge of Australian education system and sectors	1.1. Identify and apply knowledge of the Australian education system and its sectors 1.2. Identify potential student pathways between different sectors 1.3. Identify types of programs and qualifications available in different sectors 1.4. Apply knowledge of educational programs and services offered in a specific educational organisation 1.5. Determine the relationship of educational support job roles to the structure and functions of a specific organisation, and to related job roles in the organisation 1.6. Apply knowledge of educational terminology and acronyms used in a specific education sector
2. Perform education job role tasks effectively	2.1. Identify and carry out educational support job roles and responsibilities 2.2. Apply values of the organisation to educational support job roles 2.3. Identify and follow organisational work procedures, protocols and other guidelines 2.4. Comply with legislative and regulatory compliance requirements and related organisational policies and procedures 2.5. Improve own performance and career opportunities through identifying and participating in learning and development activities related to identified needs
3. Work effectively with diversity in an educational context	3.1. Apply an awareness of culture as a factor affecting the behaviour of students, clients and colleagues 3.2. Conduct all work-related activities in a way which respects the diversity of culture and the ability of students, clients and colleagues 3.3. Communicate effectively and respectfully with students, clients and colleagues from diverse cultures and with diverse abilities
4. Practise inclusivity in an educational context	4.1. Identify factors promoting access and equity in relation to an educational organisation and educational support job role 4.2. Recognise factors potentially impacting on educational access and equity 4.3. Apply awareness of access and equity issues to the requirements of specific educational support job role

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in diverse cultural contexts with students, clients, and colleagues problem-solving skills to distinguish between issues that can be resolved within the parameters of delegated work role authority, and those that must be passed on to higher level personnel initiative and enterprise skills to clarify instructions planning and organising skills to identify and address future skills requirements self-management skills to perform tasks efficiently and in a timely manner learning skills to participate in relevant learning and development activities, formal and informal technology skills to use a computer and other office equipment for the purposes of work role literacy skills to read and interpret documentation relating to job role, compliance requirements and learning and development planning.
Required knowledge
the scope of the Australian educational industry and its sectors a specific educational organisation structure including lines of supervision and management, communication lines, protocols of working relationships with supervisors, managers and other colleagues standards of performance required of an organisation's employees, responsibilities, duties and tasks involved at the level of a specific work role the range of educational programs offered in the different sectors and in a specific organisation the legislative and regulatory requirements relevant to educational administration work role, including occupational health and safety; industrial relations and anti-discrimination factors affecting educational equity and access in a specific organisation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurately applying information about the Australian education industry sectors and the services, qualifications, student pathways of a specific organisation performing work-related tasks effectively in line with organisational requirements, in compliance with relevant legislation and regulations, and in a manner which respects and promotes diversity knowledge of relevant legislative and regulatory requirements.
Context of and specific resources for assessment	Assessment must ensure: access to current relevant reference materials and relevant professional expertise.
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 evaluation of supervisor's report on how the candidate effectively carries out educational administration job role demonstration of work-related activities evaluation of projects, research reports or case study exercises oral or written questioning to assess knowledge of factors affecting educational equity and access in a specific organisation review of participation in learning and development activities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: educational administration units.

Range Statement

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.
Australian education system and its sectors may include:	schools, including: primary and secondary public, private, independent, religious vocational training and education, including: VET in Schools technical colleges apprenticeships TAFE institutes private RTOs adult and community education universities and other higher education organisations
Student pathways between different sectors may include:	school to university school to vocational training and education vocational training and education to higher education school to work work to vocational training and education work to higher education work combined with training and education apprenticeships to higher level qualifications in vocational training and education
Types of programs and qualifications may include:	qualifications in the Australian Qualifications Framework Year 12 Certificates non-award programs professional qualifications (such as those for engineers, accountants, barristers)
Educational support job roles may include:	administrative services disability support services information services financial services roles information technology services janitorial services library services science education support student support services technological services support teacher support
Structure and functions of a specific organisation may include:	purpose and mission departments and sections, and their functions relevant titles and job roles campus names and locations lines of management ownership, decision making and governance
Values of the organisation may include:	explicit values described in organisational documents implicit, undocumented organisational cultural values
Legislative and regulatory compliance requirements may include legislation, regulations, industry codes of practice and policy (Federal and State) relevant to:	anti-discrimination including equal opportunity and equal employment opportunity legislation, disability discrimination legislation and standards, racial intolerance legislation business compliance employment, education and training environmental issues international education occupational health and safety privacy and confidentiality quality assurance working with children and young people workplace employment practices and industrial relations
Learning and development activities may include:	formal or informal learning activities learning from peers mentoring award and non-award courses and programs
Culture may include shared values and beliefs affecting behaviour, which may be based on factors such as:	ethnicity, nationality or race gender politics religion socio-economic background
Factors promoting access and equity may include:	providing clear opportunities for applicants and enrolled learners to provide information about their needs, and considering these fairly providing reasonable adjustments to learning activities and assessments to meet individual needs and circumstances (such as those related to disabilities, language and literacy issues) communicating in a manner that respects all cultures and abilities ensuring a welcoming environment which recognises and values diversity providing learning resources that acknowledge and value cultural and individual differences marketing activities in a manner that encourages all clients to apply and have their application fairly considered providing easy physical access to educational venues having policies and practices which encourage under-represented or otherwise disadvantaged individuals or groups to participate in education and to achieve positive educational outcomes proving fee reductions providing specific support staff and training all staff in the requirements and practicalities of access and equity using selection criteria that do not discriminate against clients
Factors potentially impacting educational access and equity may include:	organisational attitudes, stereotyping and other barriers to access and participation those related to the potential or enrolled student such as: socio-economic status cultural 'discomfort', including that based on a lack of familiarity with educational institutions and bureaucratic processes abilities and disability age gender, especially those people seeking to enter non-traditional areas of training ethnicity, including language and cultural issues

Unit Sector(s)

Unit sector

Competency field

Competency field	Industry Capability - Industry Context

Co-requisite units

Co-requisite units

BSBIND302A Work effectively in the international education services industry

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide administration services in an international education organisation. Particular emphasis is on workplace practices such as the application of intercultural protocols, cross cultural communication, identification of job role requirements and career planning. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals providing administration services at various levels of responsibility in the international education services industry. They apply broad background industry knowledge to their business practice and could be involved with education programs and projects in organisations from one or more international education sectors (schools, English language training organisations, vocational education and training, higher education, postgraduate education). These organisations could be onshore or offshore and could be public or private.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Access information on work roles and career planning	1.1. Identify information on career prospects in the international education industry from appropriate sources 1.2. Identify the range of work roles in international education organisations from appropriate sources 1.3. Identify a professional career pathway plan
2. Interact effectively with clients	2.1. Identify and respect cultural and intercultural protocols of the industry and organisation 2.2. Identify and comply with organisational client services policies and guidelines 2.3. Apply appropriate cross-cultural communication skills in interactions with international clients 2.4. Interact effectively with internal and external clients, co-workers and the public 2.5. Work effectively in a team
3. Perform work tasks effectively	3.1. Manage time and prioritise work role tasks efficiently and effectively 3.2. Follow organisational work procedures and work behaviour guidelines 3.3. Seek feedback on personal performance in work role from others including appropriate organisation officer 3.4. Review own performance and identify any areas for improvement
4. Comply with legislative and regulatory requirements	4.1. Identify legislative and regulatory compliance requirements and codes relevant to work role 4.2. Comply with legislative and regulatory requirements relevant to work role 4.3. Comply with industry codes of practice 4.4. Check validity of work task processes and outcomes in relation to legislative and regulatory compliance and in accordance with organisational procedures
5. Participate in learning to promote career development	5.1. Undertake an audit of relevant work skills, knowledge and attributes 5.2. Determine appropriate ways of bridging gaps in own work skills related to international education work role requirements 5.3. Identify future skills requirements 5.4. Identify and participate in professional development learning opportunities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to interact effectively in an intercultural context with clients, potential clients and their significant others, co-workers and other stakeholders initiative and enterprise skills to clarify instructions through discussion and feedback, and to access and follow organisational policies and procedures learning skills to participate in relevant formal and informal professional development literacy skills to read and interpret documentation relating to job role, career planning, compliance requirements, professional development and to produce documents required by work role planning and organising skills to identify and address future skills requirements problem-solving skills to distinguish between issues that can be resolved within own delegated work role authority and those that must be passed on to a higher level self-management skills to perform tasks efficiently and on time in work role; to identify areas for improvement in own work performance; to adjust work practices to the satisfaction of supervisor or manager technology skills to use a computer and other office equipment to access information, to produce documents and to communicate in work role.
Required knowledge
career pathways and roles in the international education services industry cross-cultural communication and intercultural protocols for dealing with international clients and co-workers relevant to the level of work role industry codes of practice, in particular the National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students legislative and regulatory requirements relating to international education services provision, work role and responsibilities (e.g. occupational health and safety (OHS), industrial relations and anti-discrimination legislation) organisational policies, procedures and protocols relevant to work role range of services offered to clients (internal and external) of an international education organisation responsibilities, duties and tasks of work role.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: performing work tasks related to the international education services environment efficiently and effectively according to organisational requirements and values applying interpersonal and cross-cultural communication skills effectively to international education services work roles transferring skills and knowledge to a range of work environments and contexts - including a range of work role scenarios in relation to clients from diverse cultures and countries knowledge of legislative and regulatory requirements relating to international education services provision, work role and responsibilities.
Context of and specific resources for assessment	Assessment must ensure: access to current relevant reference materials and relevant professional expertise.
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 evaluation of supervisor's reports analysis of projects, case studies, records and reports developed by the candidate review of professional career pathway plan review of audit of relevant work skills, knowledge and attributes oral or written questioning to assess knowledge of career pathways and roles in the international education services industry.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: educational administration units.

Range Statement

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.
Appropriate sources may include:	government and private organisations and agencies, professional associations internet personnel in international education services organisations e.g. schools, colleges, institutes, universities relevant publications such as government papers and reports, newspapers, magazines, journals
Work roles may include:	type and level of jobs being undertaken in international education organisations typical roles and responsibilities
Professional career pathway plan may include:	mechanisms for entry to the industry short-, medium- and long-term goals for progression in the industry
Co-workers may include:	peers supervisors or managers any other person working in the organisation
Appropriate organisation officer may include:	designated work supervisor line manager with responsibility for overseeing staff in the work role
Legislative and regulatory compliance requirements and codes may include:	current relevant legislation, regulations, industry codes of practice and policy (commonwealth and state/territory) relating to: anti-discrimination including equal opportunity and equal employment opportunity, disability discrimination, racial intolerance business compliance relevant to work roles Education Services for Overseas Students (ESOS) Act 2000, subsequent amendments and related legislation employment, education and training - relevant to onshore and offshore provision environmental issues immigration related policies and procedures for example from commonwealth government departments such as Department of Education, Science and Training (DEST), Department of Immigration and Citizenship (DIAC), Department of Health and Ageing (DOHA), Department of Foreign Affairs and Trade (DFAT ) National Code of Practice for Registration Authorities and Providers of International Education and Training OHS privacy and confidentiality Transnational Quality Strategy (2005) workplace employment practices and industrial relations National ELT Accreditation Scheme (NEAS) standards for young learners and for teaching English language to international students quality assurance guidelines set by particular organisations e.g. cultural diversity, equity and access, critical incidents and workplace practices
Professional development may include:	conferences learning through any medium lectures mentoring activities seminars short-, medium- or long-term courses staff exchange learning that enhances work skills and career progress workshops

Unit Sector(s)

Unit sector

Competency field

Competency field	Industry Capability - Industry Context

Co-requisite units

Co-requisite units

BSBINM201A Process and maintain workplace information

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to collect, process, store and maintain workplace information and systems. It also includes the maintenance of filing and records systems. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who perform a range of routine tasks in the workplace, using a limited range of practical skills and fundamental knowledge of information and information systems in a defined context, under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect information	1.1. Collect information in a timely manner and ensure that it is relevant to organisational needs 1.2. Use business equipment/technology available in the work area to effectively obtain information 1.3. Apply organisational requirements relating to security and confidentiality in handling information
2. Process workplace information	2.1. Use business equipment/technology to process information in accordance with organisational requirements 2.2. Process information in accordance with defined timeframes, guidelines and procedures 2.3. Update, modify and file information in accordance with organisational requirements 2.4. Collate and despatch information in accordance with specified timeframes and organisational requirements
3. Maintain information systems	3.1. Maintain information and filing systems in accordance with organisational requirements 3.2. Identify, remove and/or relocate inactive or dead files in accordance with organisational requirements 3.3. Establish and assemble new files in accordance with organisational requirements 3.4. Update reference and index systems in accordance with organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and understand organisation's recordkeeping and information systems(including classification systems), to follow sequenced written instructions and to comprehend/interpret nature of record content numeracy skills to sequence and index files planning skills to organise work priorities and arrangements problem-solving skills to solve routine problems technology skills to select and use technology appropriate to maintaining workplace information.
Required knowledge
key provisions of relevant legislation from all forms 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 organisational policies and procedures relating to collecting and processing workplace information organisational recordkeeping/filing systems and security procedures organisation's business and structure range of filing systems including paper-based and software-based.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying organisational policies and procedures for collecting and processing workplace information accuracy in recording and documenting information correctly storing, classifying and maintaining documents and records.
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 workplace information systems.
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 maintenance of information and filing systems analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of the management of information in the workplace.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other information management units.

Range Statement

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.
Information may include:	computer databases (library catalogue, customer records) computer files (letters, memos and other documents) correspondence (faxes, memos, letters, email) forms (insurance forms, membership forms) invoices (from suppliers, to debtors) minutes of meetings personnel records (personal details, salary rates) sales records (monthly forecasts, targets achieved)
Business equipment/technology may include:	answering machine binder computer fax machine filing systems (manual/computerised/electronic) photocopier printer telephone
Organisational requirements may include:	despatching and collecting procedures legal and organisational policies, guidelines and requirements OHS policies, procedures and programs procedures for deciding which records should be captured and filed procedures for updating records security procedures
Removing inactive or dead files may include:	compressing computer files prior to archiving periodically archiving or deleting files transferring files at regular intervals or routinely checking for dead or inactive files transferring records from the active filing system to secondary storage
Relocating inactive or dead files may include:	electronic (email, internet access, diskette, tape, CD-ROM) microfilm photographic material printed material

Unit Sector(s)

Unit sector

Competency field

Competency field	Knowledge Management - Information Management

Co-requisite units

Co-requisite units

BSBINM202A Handle mail

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to receive and distribute incoming mail, and to collect and despatch outgoing mail. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who perform a range of routine tasks in the workplace, using a limited range of practical skills and fundamental knowledge of mail handling in a defined context, under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Receive and distribute incoming mail	1.1. Ensure that incoming mail is checked and registered in accordance with organisational policies and procedures 1.2. Identify titles and locations of company personnel and departments 1.3. Identify and distribute urgent and confidential mail in accordance with organisational requirements 1.4. Sort and despatch mail to nominated person/location in accordance with organisational requirements 1.5. Record and/or report damaged, suspicious or missing items and take appropriate action in accordance with organisational policies and procedures
2. Collect and despatch outgoing mail	2.1. Collect, check and sort outgoing mail to ensure all items are correctly prepared for despatch in accordance with organisational policies and procedures 2.2. Record and process outgoing mail for despatch in accordance with organisational requirements 2.3. Despatch mail to meet designated time lines
3. Organise urgent and same day deliveries	3.1. Evaluate delivery options and select best option 3.2. Prepare items for urgent delivery in accordance with organisational requirements and carrier specifications 3.3. Organise lodgement or pick up of emergency deliveries and follow-up if necessary

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to receive instructions of several steps to complete task, to give information to others, and to consult with or question supervisor and peers to clarify information literacy skills to keep records, to check accuracy of written material and to follow policies and procedures numeracy skills to check weights and addresses; and to sort, collate and estimate time for mail despatches and bulk mail outs problem-solving skills to choose appropriate method for urgent delivery technology skills to use electronic mail.
Required knowledge
Australian geography and postal codes key provisions of relevant legislation from all forms 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 and procedures specific to handling electronic mailprocedural requirements for receiving/despatching and prioritising correspondence range of mail services available.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: working with a variety of incoming and outgoing mail applying carriers' and organisational requirements (e.g. postal and courier) knowledge of relevant legislation.
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 correspondence and parcels for sorting and despatch.
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 incoming and outgoing mail registers analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of procedural requirements for receiving/despatching and prioritising correspondence.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other information management units.

Range Statement

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.
Incoming mail may include:	confidential/personal electronic (e.g. faxes, emails to central address) external internal journals/magazines letters paper-based urgent other forms of correspondence
Checking mail may include:	enclosures mail marked confidential, urgent or personal mail sent express post or registered mail that has been damaged mail that looks suspicious
Registering mail may include:	assigning file number addressee condition of mail item (e.g. damaged, no return address) contents e.g. cheque date received sender subject
Distributing urgent and confidential mail may include:	immediate, hand delivery, express post, registered separating and prioritising urgent mail
Sorting mail may include:	adding a circulation slip separating by order of importance for each individual separating internal (organisational) mail and external mail separating junk mail separating urgent mail to be distributed first sorting by departments sorting by location sorting by seniority of personnel sorting invoices, cheques and accounts
Nominated person/location may include:	administrative support person department individual addressee
Damaged, suspicious or missing items may include:	mail exposed to weather (e.g. water damage from rain) mail roughly handled (e.g. broken contents, torn address labels) mail that looks like it has been interfered with (re-sealed mail) mail that looks unusual mail that makes noises mail that smells strange pilfered mail (contents may be missing, parcels slit open)
Appropriate action in relation to damaged, missing or suspicious items may include:	immediately calling supervisor or security staff contacting sender to ensure everything sent was received filling out forms for sender's insurance company negotiating replacement of missing or damaged items with sender not touching or moving suspicious mail
Correctly preparing items for despatch may include:	checking enclosures checking letter and envelope are addressed to same person checking the address is not obscured checking letter has been signed checking return address is included checking address details and layout are correct determining most appropriate carrier ensuring correct requirements for chosen carrier are being followed preparing bulk mail outs
Recording outgoing mail may include:	electronic (specialist software, database, spreadsheet systems) paper-based (mail book, form, file)
Processing mail for despatch may include:	calculating and paying for postage DX mail registering mail
Processing in accordance with organisational requirements may include:	addressee/organisation appropriate carrier (courier, normal mail, express post) date of despatch receipts attached where appropriate reference number sender sender's department
Delivery options may include:	courier express mail overnight bag
Best option may include:	cost delivery location nature of contents (bulky, fragile, confidential) quantity of delivery items time constraints

Unit Sector(s)

Unit sector

Competency field

Competency field	Knowledge Management - Information Management

Co-requisite units

Co-requisite units

BSBINM301A Organise workplace information

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to gather, organise and apply workplace information in the context of an organisation's work processes and knowledge management systems. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	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 information management to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect and assess information	1.1. Access product and service information in accordance with organisational requirements 1.2. Ensure methods of collecting information are reliable and make efficient use of available time and resources 1.3. Assess information for clarity, accuracy, currency and relevance to intended tasks 1.4. Use interpersonal skills to access relevant information from teams and individuals
2. Organise information	2.1. Organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements 2.2. Use appropriate technology/systems to maintain information in accordance with organisational requirements 2.3. Collate information and materials, and communicate to relevant designated persons 2.4. Identify difficulties organising and accessing information and solve collaboratively with individuals and team members 2.5. Update and store information in accordance with organisational requirements and systems
3. Review information needs	3.1. Actively seek feedback on clarity, accuracy and sufficiency of information to ensure relevance of information and system 3.2. Review the contribution of information to decision making and implement appropriate modifications to collection processes 3.3. Identify future information needs and incorporate in modifications to collection processes 3.4. Document future information needs and incorporate in modifications to reporting processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to classify and report information literacy skills to read and understand a variety of texts; and to write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information problem-solving skills to deal with information which is contradictory, ambiguous, inconsistent or inadequate technology skills to display information in a format suitable to the target audience.
Required knowledge
key provisions of relevant legislation from all forms 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) methods for checking validity of information and its sources organisational recordkeeping/filing systems, security procedures and safe recording practices policies and procedures relating to distribution of workplace information, and legal and ethical obligations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: providing accurate information for defined purposes systematic maintenance and handling of data and documents using business technology to manage information knowledge of relevant legislation.
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 information documents found in the workplace.
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 analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of organisational recordkeeping/filing systems analysis of how information and materials were communicated to relevant people review of documentation outlining future information needs.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT301A Write simple documents general administration units other information management units.

Range Statement

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.
Information may include:	computer databases (e.g. library catalogue, customer records) computer files (e.g. letters, memos and other documents) correspondence (e.g. faxes, memos, letters, email) financial figures forms (e.g. insurance forms, membership forms) invoices (e.g. from suppliers, to debtors) personnel records (e.g. personal details, salary rates) production targets sales records (e.g. monthly forecasts, targets achieved)
Organisational requirements may include:	code of conduct/code of ethics information protocols legal and organisational policies, guidelines and requirements management and accountability channels OHS policies, procedures and programs procedures for updating records quality assurance and/or procedures manuals security and confidentiality requirements
Methods of collecting information may include:	checking research provided by others checking written material including referrals and client files classification tools individual research information from other organisations interviews with colleagues/customers observation and listening previous file records questioning (in person or indirect) recruitment applications and other forms
Interpersonal skills may include:	consultation methods, techniques and protocols networking seeking feedback from group members to confirm understanding summarising and paraphrasing using appropriate body language
Format may include:	adding headers and footers incorporating graphics and pictures inserting symbols using legends using a particular software application using tables and charts
Technology may include:	answering machine computer email fax machine internet/extranet/intranet photocopier shredder telephone
Systems may include:	information management systems knowledge management systems record management systems
Designated persons may include:	clients colleagues committee external agencies line management statutory bodies supervisor
Feedback may include:	audit documentation and reports comments from clients and colleagues customer satisfaction questionnaires quality assurance data returned goods

Unit Sector(s)

Unit sector

Competency field

Competency field	Knowledge Management - Information Management

Co-requisite units

Co-requisite units

BSBINM302A Utilise a knowledge management system

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to access and use a knowledge management system, to input into a knowledge management system, and to contribute to monitoring, reviewing and improving a knowledge management system and work practices. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge of knowledge management to assist in increasing productivity, to improve quality or to recognise the benefits to the organisation through the improved use of knowledge. For the purpose of this unit, knowledge management is defined as the whole range of strategies, methods, activities and techniques used formally and informally by individuals and the organisation (as formalised in a knowledge management system) to identify, collect, organise, store, retrieve, analyse, share and apply knowledge to the work of the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Access and use knowledge management system	1.1. Access knowledge management system to assist with specific tasks, in line with system procedures 1.2. Administer system, in line with procedures
2. Input to knowledge management system	2.1. Gather, analyse and prepare inputs for contribution to the system, in line with procedures 2.2. Check inputs for clarity, accuracy, currency and relevance 2.3. Make inputs to system, in line with procedures 2.4. Analyse requirements of the system and ensure suggestions for improvements are provided to relevant personnel
3. Review and improve work practices	3.1. Provide feedback about the clarity, accuracy, currency and relevance of the system's output to relevant personnel 3.2. Document learning resulting from the use of the system 3.3. Improve work practices as a result of learning from the use of the system

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to classify and report information literacy skills to read and understand a variety of texts; and to write, edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information problem-solving skills to deal with information which is contradictory, ambiguous, inconsistent or inadequate technology skills to display information in a format suitable to the target audience.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as: anti-discrimination ethical principles codes of practice privacy laws occupational health and safety (OHS) organisational policies and procedures for knowledge management other relevant organisational policies and procedures, for example: commercial confidentiality. customer service information management records management.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: making contributions to knowledge management system records of outcomes resulting from the use of the system knowledge of organisational policies and procedures for knowledge management.
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 information documents found in the workplace access to system (within privacy and confidentiality provisions).
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 documentation outlining learning resulting from the use of the system analysis of responses to case studies and scenarios demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other information management units.

Range Statement

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.
Knowledge management system may include:	planned and implemented system policies procedures and practices to manage knowledge within the organisation and among relevant stakeholders protocols
Procedures may include:	accessible operating instructions accessible user manuals criteria established for selecting and filtering input to the system related policies and procedures covering: consultation, participation, communication, and written and verbal reporting documentation data collection, storage and retrieval privacy and confidentiality quality staff, professional development, training, and coaching and mentoring work organisation templates for the collection of input to the system
Inputs may be:	electronic paper-based verbal
Relevant personnel may include:	managers, leaders, supervisors and coordinators owners staff, team members and colleagues

Unit Sector(s)

Unit sector

Competency field

Competency field	Knowledge Management - Information Management

Co-requisite units

Co-requisite units

BSBINM303A Handle receipt and despatch of information

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to receive and distribute incoming mail, and to collect and despatch outgoing mail. It also covers collating and despatching bulk mail according to Australia Post and AUSDOC specifications.

Application of the Unit

Application of the unit	This unit applies to individuals who, while under supervision, provide services to support legal practitioners. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Receive and distribute incoming mail	1.1. Check and register incoming mail to ensure accuracy of records 1.2. Process court documents according to firm's policies and procedures 1.3. Process original documents according to the firm's policies and procedures 1.4. Process served documents according to the firm's policies and procedures 1.5. Identify and ensure understanding of titles and locations of company personnel and departments 1.6. Identify and promptly distribute urgent and confidential mail to the addressee 1.7. Sort mail and despatch to the nominated person/location 1.8. Record damaged, suspicious or missing items and report promptly where necessary
2. Receive and despatch outgoing mail	2.1. Collect outgoing mail from each section of the firm, check and sort all items to ensure they are correctly prepared for despatch 2.2. Determine the most appropriate delivery method and select appropriate envelopes and address correctly 2.3. Process outgoing mail correctly 2.4. Record mail in register 2.5. Sort mail according to carrier 2.6. Despatch mail using the most appropriate delivery method 2.7. Despatch mail to meet designated time lines
3. Collate and despatch documents for bulk mailing	3.1. Estimate quantities/resources/time to complete bulk mailing of documents correctly 3.2. Collate documents as required 3.3. Sort envelopes and batch in accordance with specifications 3.4. Employ AUSDOC bulk mail interstate satchels where appropriate 3.5. Self-check numerical information 3.6. Lodge batched items in time for delivery by relevant carrier
4. Organise urgent and same day deliveries	4.1. Weigh, package and address items for urgent delivery 4.2. Determine and select cheapest and best option for urgent delivery 4.3. Make follow-up if necessary

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen to sequenced instructions of several steps to complete task; to participate effectively in spoken interactions in order to convey actions and outcomes; to consult and question supervisor and peers to clarify status of mail/documents; and to give oral instructions to peers, e.g. about where to locate mail literacy skills to follow a firm's policies and procedures; to record incoming and outgoing mail; and to check for accuracy of address details numeracy skills to check, weigh and address outgoing mail; to record, sort and collate incoming mail; and to estimate time for mail despatches and bulk mailouts problem-solving skills to choose the appropriate delivery method for mail/court documents.
Required knowledge
accepted codes of conduct including those relating to: duty of care ethical behaviour compliance with reasonable direction conflict of interest privacy and confidentiality use of company property non-discriminatory practice Australia Post's batching specifications criteria for courier selection firm's policies and procedures roles and locations of a firm's personnel scope of legal practitioner/support role, and own responsibilities and obligations to provide legal advice, to complete or sign off on legal work and/or to appear in court as described by relevant jurisdiction/s.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurately and promptly registering and distributing incoming mail in accordance with firm's policies and procedures consistently despatching and registering and outgoing mail in accordance with firm's policies and procedures, carrier's requirements and relevant legislation routinely checking all details, including addresses, numerical information, spelling and contents of mail for accuracy; proactively seeking clarification from designated person/s and applying correct addressing protocols for despatch with a range of carriers knowledge of scope of legal practitioner/support role, and own responsibilities and obligations.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment evidence of accurately and promptly registering incoming and outgoing mail in accordance with firm's policies and procedures, carriers requirements and relevant legislation evidence of consistently distributingincoming mail, including urgent and confidential items, to correct personnel within accepted timelines evidence of consistently dispatching outgoing mail in time to meet carrier's delivery schedule evidence of promptly arranging urgent and same day deliveries to meet delivery requirements, taking into account location of recipient evidence of routinely checking all details, including addresses, numerical information, spelling and contents of mail for accuracy and applying correct addressing protocols for dispatch with a range of carriers evidence of proactively seeking clarification from designated person/s if unable to resolve any problem appropriately.
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: demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of workplace or training environment documentation outlining the processing ofcourt documents review of documentation outlining the processing of outgoing mail testimony from team members, colleagues, supervisors or managers oral or written questioning to assess knowledge of relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other legal administration units BSBLEG301A Apply knowledge of the legal system to complete tasks.

Range Statement

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.
Register of incoming mail may include:	diary electronic register mail book
Processing court documents may include:	attaching the date to the document attaching file matter number to the document compliance with relevant court regulations court documentation register
Firm's policies and procedures may include:	confidential mail procedures delivery/despatch of urgent mail mail register security procedures
Processing original documents may include:	attaching file matter number to the document attaching the date to the document
Processing served documents may include:	following relevant court process regarding serving regulations
Preparing outgoing mail for despatch will differ according to:	AUSDOC Australia Post carrier requirements hand delivery
Appropriate delivery method for mail may include:	airmail AUSDOC Australia Post certified and registered mail courier express post hand delivery
Processing outgoing mail may include:	collating documents as instructed making copies of documents as instructed registering date despatched registering despatch receipt if appropriate registering method of despatch registering receipt and receiver of mail if hand delivered registering sender, destination and contents
Time lines may differ according to:	court requirements despatch method
Document collation may relate to:	method of binding, attaching multiple documents multiple recipients of same documents order of collation specific court requirements: colour of paper number of copies
Specifications may differ according to:	AUSDOC sorting specifications Australia Post sorting specifications destination of items number/weight of items
Best option for urgent delivery may include:	courier email facsimile
Follow-up may include:	ensuring mail is delivered to receiver providing proof of despatch

Unit Sector(s)

Unit sector

Competency field

Competency field	Knowledge Management - Information Management

Co-requisite units

Co-requisite units

BSBINM401A IMPLEMENT WORKPLACE INFORMATION SYSTEM

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement the workplace information system. It involves the identification, acquisition, initial analysis and use of appropriate information, which plays a significant part in the organisation's effectiveness. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers play a significant role in contributing to the organisation's effectiveness in identifying, acquiring, analysing and using appropriate information. At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning and evaluation, leadership and guidance of others, and some discretion and judgement.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and source information needs	1.1. Determine and locate information required by teams 1.2. Acquire and review information held by the organisation to determine suitability, accessibility, currency and reliability according to organisational policies
2. Collect, analyse and report information	2.1. Collect information, which is adequate and relevant to the needs of teams, in a timely manner 2.2. Ensure information is in a format suitable for analysis, interpretation and dissemination 2.3. Analyse information to identify and report relevant trends and developments in terms of the needs for which it was acquired
3. Implement information systems	3.1. Implement management information systems effectively to store, retrieve and regularly review data for decision making purposes 3.2. Use technology available in the work area to manage information effectively 3.3. Submit recommendations for improving the information system to designated persons and/or groups
4. Prepare for information system changes	4.1. Collect information about information system future needs in consultation with colleagues, including those who have a specialist role in resource management 4.2. Ensure estimates of information system future needs reflect the organisation's business plans, and customer and supplier requirements 4.3. Support proposals to secure resources by clearly presenting submissions that describe realistic options, benefits, costs and outcomes 4.4. Prepare team members to work with new technology and information system changes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to work with information, and to research and present information in ways that are appropriate to the work team technology skills to work with a range of information systems.
Required knowledge
information management systems and technology that would be associated with the workplace such as: budgets and financial management systems customer information software or records databases personal digital assistant (PDA) product and service information project management software record management systems spreadsheets.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysis of the information that is required for the effective functioning of the team's work together knowledge of the range of information systems that are, or should be, available in the workplace ability to recognise what information system changes and improvements will be required in the future.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: demonstration of techniques in working with information management systems direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of relevant technology review of documentation analysing information trends and developments written reports on future information system needs review of preparation undertaken for team members to work with new technology and information system changes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Frontline Management.

Range Statement

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.
Information may include:	archived, filed and historical background data continuous improvement and quality assurance data data available internally or externally data shared and retrieved in various forms such as in writing or verbally, electronically or manually financial and contractual data marketing and customer-related data organisational performance data planning and organisational documents policies and procedures
Organisational policies may include:	guidelines for decision making throughout the organisation that link the formulation of strategy with its implementation sets of accepted actions approved by the organisation Standard Operating Procedures
Technology may include:	computerised systems and software such as databases, project management and word processing telecommunications devices any other technology used to carry out work roles and responsibilities
Designated persons and/or groups may include:	groups designated in workplace policies and procedures managers or supervisors with management roles and responsibilities concerning information systems other stakeholders accessing the information system such as customers and service providers other work groups or teams whose work will be affected by the system
Colleagues may include:	employees at the same level or more senior managers occupational health and safety committee members and other specialists people from a range of social, cultural and ethnic backgrounds and with a range of physical and mental abilities team members
Business plans may include:	cash flow projections long-term budgets/plans operational plans short-term budgets/plans spreadsheet-based financial projections targets or key performance indicators for production, productivity, wastage, sales, income and expenditure

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBINM501A Manage an information or knowledge management system

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to organise learning to use an information or knowledge management system and to manage the use of the system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers who have responsibility for seeing that key information and corporate knowledge are retained, accessible to others and improve business outcomes. The unit does not address the requirement to select the technical system (software or hardware), which is seen as the role of an information technology specialist, although in some smaller organisations this may be a part of the manager's role.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Organise learning to use information or knowledge management system	1.1. Identify learning needs of relevant personnel and stakeholders for input into, and use of, an information or knowledge management system 1.2. Identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system 1.3. Organise and facilitate learning activities 1.4. Promote and support use of the system throughout the organisation 1.5. Monitor and document effectiveness of learning activities
2. Manage use of information or knowledge management system	2.1. Ensure implementation of policies and procedures for the information or knowledge management system are monitored for compliance, effectiveness and efficiency 2.2. Address implementation issues and problems as they arise 2.3. Monitor integration and alignment with data and information systems 2.4. Collect information on achievement of performance measures 2.5. Manage contingencies such as system failure or technical difficulties by accessing technical specialist help as required
3. Review use of information or knowledge management system	3.1. Analyse effectiveness of system and report on strengths and limitations of the system 3.2. Review business and operational plan and determine how effectively the system is contributing to intended outcomes 3.3. Make recommendations for improvement to system, policy or work practices

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical and problem-solving skills to ensure the system is working in accordance with organisational expectations and to deal with contingencies technology skills to work with and manage the use of the information or knowledge management system.
Required knowledge
legislation, codes of practice and national standards, for example: privacy and confidentiality legislation freedom of information legislation AS 5037:2005 Knowledge management - A guide organisational policies and procedures, for example: records management information management customer service commercial confidentiality organisational operations, and existing data and information systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysis of the strengths and weaknesses of information or knowledge management system/s and evaluation of suitability for a particular work or organisational context knowledge of relevant legislation, codes of practice and national standards.
Context of and specific resources for assessment	Assessment must ensure: access to system access to system user feedback.
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: assessment of written reports reviewing and evaluating information or knowledge management systems direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of relevant organisational policies and procedures review of identified learning needs personnel and stakeholders regarding the information or knowledge management system evaluation of monitoring and documentation about the effectiveness of learning activities analysis documentation reporting on the strengths and limitations of the system review of recommendations made for improvements to the system, policy or work practices.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Management.

Range Statement

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.
Relevant personnel include:	managers, leaders, supervisors and coordinators owners staff, team members and colleagues
Stakeholders include:	clients and customers employee representatives funding bodies industry, professional and trade associations regulatory bodies and authorities sponsors tenderers, suppliers and contractors
Information or knowledge management is defined as:	equipment, strategies, methods, activities and techniques used formally and informally by individuals and the organisation to identify, collect, organise, store, retrieve, analyse, share and draw on information and knowledge valuable to the work of the organisation
An information or knowledge management system:	comprises policies, protocols, procedures and practices to manage information or knowledge within the organisation and among relevant stakeholders
Learning activities include:	coaching and mentoring programs help desks information sessions, briefings, workshops and training programs paper-based or electronic (including intranet) learning opportunities use of expert workers such as coaches and mentors to help other personnel use the system
Policies and procedures for the information or knowledge management system cover:	complying with legislative requirements (such as privacy, confidentiality and defamation requirements) and other policies and procedures content guidelines ensuring accuracy and relevance of knowledge input into the system mechanisms, formats and styles of input to system, including appropriate alternative formats for people with a disability permissions for input removing out-of-date, inaccurate and content that is no longer relevant selecting, maintaining and disposing of knowledge in the system sharing knowledge in the system
Performance measures include:	key performance indicators other systems and measures to enable assessment of how, when, where and why outcomes are being achieved performance objectives performance standards (including codes of conduct) qualitative or quantitative mechanisms to measure individual performance

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBINM601A Manage knowledge and information

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and maintain information processing systems to support decision making, and to optimise the use of knowledge and learning throughout the organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to people working in management roles who have responsibility for ensuring that critical knowledge and information are readily available to review the organisation's performance and to ensure its effective functioning. Knowledge and information can include business performance data, customer feedback, statistical data and financial data.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Obtain information relevant to business issues	1.1. Review staff and customer feedback and business performance data 1.2. Identify, define and analyse business problems and issues 1.3. Identify information required to reach a decision on problems/issues 1.4. Source and gather reliable information 1.5. Test information for reliability and validity, and reject where contradictory or ambiguous 1.6. Utilise formal and informal networks to access corporate knowledge/memory not held in formal systems and review appropriately
2. Analyse information and knowledge	2.1. Ensure objectives for analyses are clear, relevant and consistent with the decisions required 2.2. Identify patterns and emerging trends correctly and interpret as to cause and effect 2.3. Utilise statistical analyses and interpretation where appropriate 2.4. Undertake sensitivity analysis on any proposed options 2.5. Ensure documentation reflects a logical approach to the evaluation of the evidence and conclusions drawn 2.6. Adjust management information systems/decision support systems to meet information processing objectives
3. Take decisions on business issues identified	3.1. Ensure sufficient valid and reliable information/evidence is available to support a decision 3.2. Utilise risk management plans to determine acceptable courses of action 3.3. Utilise appropriate quantitative methods to assist decision making 3.4. Consult specialists and other relevant groups and individuals 3.5. Ensure decisions taken are within the delegation/accountability of the group/individual responsible 3.6. Make decisions in accordance with organisational guidelines and procedures 3.7. Ensure decisions taken are consistent with organisational objectives, values and standards 3.8. Ensure decisions are taken in a timely manner
4. Disseminate information to the organisation	4.1. Ensure advice/information needs are documented and are specific to location, format and time line requirements 4.2. Document information and update databases regularly 4.3. Design and test systems to meet information requirements of decision makers 4.4. Ensure information is up-to-date, accurate, relevant and sufficient for the recipient 4.5. Develop communication plans and disseminate information 4.6. Adhere to confidentiality/privacy policies in the transmission/release of information/advice 4.7. Review and update communication plans regularly 4.8. Utilise technology which provides optimum efficiency and quality 4.9. Maintain corporate knowledge and ensure security

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to identify improvement opportunities in relation to the services/products delivered internally or concepts/ideas in area of expertise communication and consultation skills to ensure all relevant groups and individuals are advised of what is occurring and are provided with an opportunity for input quantitative and qualitative research skills to locate and review relevant data and information technology skills to consider various software and hardware options for storing and accessing data and information.
Required knowledge
new technologies and their suitability to knowledge and information management risk management.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documentation which tracks a particular problem/issue through information gathering and analysis, decision making and taking, and dissemination to relevant groups and individuals development and utilisation of relevant information storage and retrieval systems, as well as accessing informal knowledge and information from informal networks within the organisation knowledge of new technologies and their suitability to knowledge and information management.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports on knowledge management and information management direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of information management systems review of documentation identifying, defining and analysing business problems and issues evaluation of communication plans evaluation of the transmission/release of information/advice in terms of adhering to confidentiality/privacy policies.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Advanced Diploma of Management.

Range Statement

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.
Statistical analyses may include:	correlation calculations long-term trend analyses probability assessment regulation analyses short to medium-term trend analyses
Sensitivity analyses means:	applying 'what if' scenarios to available options
Management information systems means:	formal systems for collecting, storing and synthesising information to be used in management decision making
Decision support systems are:	management information systems which include some form of computer-based assistance to decision making (expert systems)
Risk management means:	process of identification of potential negative events and the development of plans to mitigate or minimise the likelihood or consequences of the negative event if it occurs
Quantitative methods may include:	dynamic programming linear programming queuing theory simulation transportation methodology
Relevant groups and individuals means:	those personnel who have knowledge about the issue being dealt with and the expertise to assist the decision making process
Research may include:	focus groups group interviews individual interviews surveys
Communication plans means:	structured program for the dissemination of information and the receipt of feedback information from individuals relevant to the process or activity
Technology may include:	audio-visual media internet intranet print media radio telephone television
Corporate knowledge may include:	copyright intellectual property technology

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBINN201A Contribute to workplace innovation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to make a pro active and positive contribution to workplace innovation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in any industry or community context, in both small and large organisations. They take a pro active approach to identifying, suggesting and developing ideas about better ways of doing things at a practical operational level in a specific area of activity. While the individual's overall work is undertaken with some supervision and guidance, the nature of this process requires the application of discretion, judgement and effective interpersonal skills. The unit assumes that there is wider organisational and management support for innovation and for individuals at all levels to contribute to the innovation process.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify opportunities to do things better	1.1. Be aware of own role in workplace innovation 1.2. Pro-actively identify opportunities for improvement in own area of work 1.3. Gather and review information which may be relevant to ideas and which might assist in gaining support for ideas
2. Discuss and develop ideas with others	2.1. Identify people who could provide input into ideas for improvements 2.2. Select the best way of approaching people to begin sharing ideas 2.3. Seek feedback on improvement of ideas, and discuss and develop options and possible variations 2.4. Review and select ideas for follow-up based on feedback and further review
3. Address the practicalities of change	3.1. Take action to implement routine changes in consultation with others and within scope of own responsibility 3.2. Identify and articulate issues and practical processes for implementing proposed ideas 3.3. Present ideas and practical suggestions to the appropriate people about how improvements could be made

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to liaise with other team members, to discuss a range of ideas and to be open to different opinions comprehension skills to review and interpret information from a wide range of sources organisational skills to articulate practical processes and actions for change problem-solving skills to identify and anticipate problems at a practical operational level and to develop possible solutions.
Required knowledge
role and impact of innovation in the workplace at a practical operational level and the 'bigger picture' for innovation in the relevant work or community context role of individuals in suggesting and making improvements and the importance of pro-active involvement positive impacts and the challenges of change and innovation types of changes that can occur as a result of effective individual participation typical reasons why suggested improvements or innovations may not be implemented, including operational and management constraints ways in which improvements and change can be suggested to maximise likelihood of support.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: generation of practical ideas in response to a specific workplace situation effective and open interaction with others to discuss and develop ideas knowledge and understanding of the role of individuals in contributing to workplace innovation.
Context of and specific resources for assessment	Assessment must ensure: interaction with others to reflect the collaborative nature of the improvement/innovation process.
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 direct observation of the candidate participating in brainstorming, discussions and other collaborative activities to develop ideas evaluation of candidate's ability to generate ideas to address a range of practical operational situations evaluation of feedback from other people involved in the collaborative process about the candidate's communication approaches and abilities oral or written questioning to assess knowledge of the role of innovation, the role of individuals in the innovation process and the types of techniques that can be used.
Guidance information for assessment	Innovation does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is highly recommended.

Range Statement

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.
Own role may relate to:	current organisational practice in relation to new ideas knowledge of ways to suggest new ideas scope of individual discretion and freedom in relation to new ideas who needs to be involved in the process
Opportunities for improvement may relate to:	changes in the physical work environment different storage or maintenance procedures different ways of communicating within the team introduction of new technology job role changes new customer base new work practices or services staffing changes work processes and procedures
Information which may be relevant to ideas may include:	examples of similar approaches in other contexts or organisations media articles about similar ideas notes about how the idea could improve efficiency or service levels pricing information
People who could provide input may include those who might:	challenge and test the ideas have supervisory or management responsibility promote the ideas to others provide technical knowledge resource the ideas going forward review any budgetary implications work in the same area
Best way of approaching people may be influenced by:	degree of formality required location of people (e.g. may not be on-site) need for any supporting documentation time pressures and priorities
Feedback could be gained in a range of ways and may include:	asking questions talking to colleagues or supervisors using brainstorming techniques using 'what if' scenarios
Options and possible variations development may occur by:	considering resources needed considering time required taking on board ideas from other people thinking through all aspects of the ideas whole new concepts that come out of discussions
Routine changes may include:	adjustments to work practices with minimal impact on others or within a small team changes that do not require management approvals changes that have the support of management and for which authority is given for immediate action to be taken
Issues and practical processes may relate to:	any approvals required cost of implementation internal politics need for a planned communication approach (internal or external) personalities and philosophies of others in the workplace relationship of the idea to organisation priorities

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Innovation

Co-requisite units

Co-requisite units

BSBINN301A Promote innovation in a team environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to be an effective and pro active member of an innovative team. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies individuals who play a pro active role in demonstrating, encouraging or supporting innovation in a team environment. The individual may be a team participant or a team leader. The team may 'make itself' or be constructed by others. It may have core members and members who participate at certain times or for particular purposes. It may be permanent or temporary, or come together at different times to work on specific projects. The team could consist of a team of contractors/freelancers, permanent staff, clients and service providers, or any combination of these groups. It may operate within an organisation or across several organisations - or simply across a group of individuals. The key focus of the unit is on what makes for an innovative team, what keeps it working well, how the structure of work can make a difference and what skills and knowledge are needed to maximise opportunities for innovation. Where a greater focus on team leadership is required this unit should be combined with units such as BSBLED401A Develop teams and individuals.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Create opportunities to maximise innovation within the team	1.1. Evaluate and reflect on what the team needs and wants to achieve 1.2. Check out information about current or potential team members' work in the context of developing a more innovative team 1.3. Bring people into the team or make suggestions for team members based on what needs to be achieved and the potential for cross-fertilising ideas 1.4. Acknowledge, respect and discuss the different ways that different people may contribute to building or enhancing the team
2. Organise and agree effective ways of working	2.1. Jointly establish ground rules for how the team will operate 2.2. Agree and communicate responsibilities in ways that encourage and reinforce team-based innovation 2.3. Agree and share tasks and activities to ensure the best use of skills and abilities within the team 2.4. Plan and schedule activities to allow time for thinking, challenging and collaboration 2.5. Establish personal reward and stimulation as an integral part of the team's way of working
3. Support and guide colleagues	3.1. Model behaviour that supports innovation 3.2. Seek external stimuli and ideas to feed into team activities 3.3. Pro-actively share information, knowledge and experiences with other team members 3.4. Challenge and test ideas within the team in a positive and collaborative way 3.5. Pro-actively discuss and explore ideas with other team members on an ongoing basis
4. Reflect on how the team is working	4.1. De-brief and reflect on activities and on opportunities for improvement and innovation 4.2. Gather and use feedback from within and outside the team to generate discussion and debate 4.3. Discuss the challenges of being innovative in a constructive and open way 4.4. Take ideas for improvement, build them into future activities and communicate key issues to relevant colleagues 4.5. Identify, promote and celebrate successes and examples of successful innovation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to work collaboratively as part of a team, to provide guidance and support to others, and to participate in open and constructive discussions creative thinking skills to generate, explore, test and challenge ideas learning skills to stretch boundaries of own knowledge and skills literacy skills to analyse a wide range of information from varied sources planning and organisational skills to participate in the effective allocation of work in a team context problem-solving skills to work constructively to overcome issues and challenges of both a practical and conceptual nature and to make ideas become realities self-management skills to take a pro-active team role and to reflect on own performance in modelling and encouraging behaviour that supports innovation.
Required knowledge
barriers to innovation that can occur within a team and broader barriers that sometimes hinder innovation broad concepts of innovation including what innovation is, different types of innovation and the benefits of innovation characteristics of teams that are more likely to be innovative and characteristics of broader environments that support and encourage innovation different roles that people may play within a team, how this impacts on the way a team works and what it might achieve group dynamics in a team.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: active participation in a team where the team takes a pro-active and considered approach to innovation and innovative practice collaborative and open communication within the team knowledge and understanding of the internal and external factors that contribute to a team becoming and remaining innovative.
Context of and specific resources for assessment	Assessment must ensure: demonstration of skills as part of a team.
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 direct observation of team interactions evaluation of reports by the candidate or the team (could be oral or written) discussing the ideas, challenges and opportunities associated with teams, and how they can be more innovative evaluation of feedback from other people in the team about the candidate's communication approaches and abilities oral or written questioning to assess knowledge of the characteristics of innovative teams, innovation concepts more broadly and they ways in which innovation can be encouraged review of jointly established 'groundrules' for how the team will operate.
Guidance information for assessment	Innovation does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is highly recommended.

Range Statement

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.
What the team needs and wants to achieve may relate to:	addressing particular customer feedback conceiving and implementing a particular project developing new services or products generating ongoing ideas within the work unit improving budgetary performance improving or changing work conditions new ideas that impact beyond the workplace (e.g. that have a broader social or community impact)
Information about current or potential team members' work may relate to:	interests lifestyle preferences past jobs technical strengths work preferences working styles
Different ways that different people may contribute may relate to individual strengths around:	creating positive energy within the team fundamental literacy strengths (e.g. particularly strong in visual literacy, written or spoken communication) generating ideas networks or spheres of influence particular ways of thinking powers of persuasion problem-solving capacities specific technical skills or knowledge
Ground rules may relate to:	boundaries or lack of boundaries for team activities and ideas confidentiality copyright, moral rights or intellectual property regularity of communication key roles and responsibilities time lines ways of communicating
Team-based innovation may be encouraged through:	accessing training and learning opportunities enough but not too much guidance and structure equitable sharing of workload follow-through with ideas supportive communication
Behaviour that supports innovation may include being:	collaborative equitable fair fun hardworking reflective responsible sympathetic
External stimuli and ideas might be from:	Australia or overseas colleagues outside of the team family and friends internet journals networks or technical experts other organisations
Challenges of being innovative may relate to:	budgetary or other resource constraints competing priorities organisational culture problems with breaking old patterns of behaviour or thinking time pressures

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Innovation

Co-requisite units

Co-requisite units

BSBINN501A Establish systems that support innovation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conceptualise and establish new systems that support and encourage innovation in the workplace. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit may apply to individuals working in any community or industry context, in small or large organisations. While managers are often responsible for the development of new systems, depending on the organisation size and the nature of the system being developed, senior operational personnel or internal/external specialists may also undertake this role. Systems are varied in nature and might apply to human resources management, team management, organisational structures, product development, information technology, marketing or training and assessment. The critical focus is on systems conceived and developed with innovation as the key driver.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research context for new system development	1.1. Explore and analyse the impact of systems in the overall context of innovation 1.2. Explore and gain clarity around system objectives, particularly in relation to innovation 1.3. Analyse current organisational systems to identify gaps or barriers to innovation 1.4. Research and analyse current and emerging information about systems in other organisations and contexts 1.5. Evaluate the resources and other commitment required to foster innovation 1.6. Identify key stakeholders who can play a role in conceptualising or supporting new system ideas
2. Generate system concepts and options	2.1. Create system concepts that will foster innovation using individual and group techniques 2.2. Evaluate and discuss a range of ideas with relevant stakeholders 2.3. Clearly articulate the ways in which innovation is better supported by system ideas and options 2.4. Clearly articulate how the system itself is innovative 2.5. Expose ideas and options to ongoing testing, exploration and challenge 2.6. Select and refine system ideas that meet the workplace requirements and which are both feasible and innovative
3. Develop a plan for the system	3.1. Determine the need for specialised assistance and integrate into system planning 3.2. Analyse the potential impact of the new system on people, resources and other organisational practices 3.3. Consult with all stakeholders who will be involved with, or affected by, the new system 3.4. Develop an operational plan for the system, with budget, time lines and responsibilities 3.5. Develop a communication strategy to support the introduction of the new system 3.6. Evaluate the coaching and training needs of those who will use the system and plan a learning and development strategy
4. Trial the system	4.1. Present and consult on system proposals with relevant stakeholders 4.2. Analyse and integrate feedback into the system development process 4.3. Determine appropriate context and parameters for the trialling process 4.4. Initiate the trial, taking account of all required consultative, coaching and technical issues 4.5. Monitor and review the trial in relation to its goals for fostering innovation 4.6. Open the improvement process to ongoing collaborative input and challenge 4.7. Adjust system to reflect evaluation feedback

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to conduct potentially complex and challenging negotiations and consultations on new systems development and implementation creative thinking skills to explore and generate innovative concepts learning skills to stretch boundaries of own knowledge and skills, and to foster similar approaches in others literacy skills to analyse and develop potentially complex organisational requirements and documentation for work systems numeracy skills to develop and interpret financial estimates planning and organisational skills to plan the implementation of new systems and to organise and implement training and learning activities research skills to investigate the broader context for system development self-management skills to take responsibility for driving system development with a focus on innovation
Required knowledge
concepts and theories of change management, including ways of introducing change in different organisational contexts and change management communication strategies concepts and theories of innovation and how these link to innovation in practice in-depth understanding of the ways in which workplace systems can contribute to innovation in the workplace project planning and management techniques technical context in which the system is being developed typical ways in which systems may present barriers to innovation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing, trialling and reviewing more than one work system that is planned and structured to maximise opportunities for innovation by workers and managers in the workplace clearly articulating and understanding how and why the work system fosters workplace innovation among workers and managers knowledge of concepts and theories of innovation.
Context of and specific resources for assessment	Assessment must ensure: interaction with others to reflect the collaborative nature of systems development and of innovation more broadly use of current industry technology in the development of systems.
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 evaluation of systems developed by the candidate for a particular workplace context, with a focus on innovation (both in terms of process and outcome) oral or written questioning to assess knowledge of links between systems and innovation, wider innovation concepts and change management processes review of analysis of current organisational systems to identify gaps or barriers to innovation review of operational plan developed for the system review of communication strategy developed to support the introduction of the new system evaluation of learning and development strategy for users of the system.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is strongly recommended, for example: BSBHRM506A Manage recruitment, selection and induction processes BSBINM601A Manage knowledge and information BSBINN601B Manage organisational change BSBLED705A Plan and implement a mentoring program.

Range Statement

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.
Impact of systems may be positive or negative and relate to:	administrative processes degree of freedom or restriction for individuals, workers and teams extent of collaboration and cooperation within the organisation operational procedures quality of communication channels and processes quality of the physical environment responsiveness of the organisation to customer needs.
Systems might relate to:	human resources innovation reward systems learning and development systems product or service review processes project management quality management team management.
System objectives may include:	addressing operational or service problems changing the culture of the organisation developing workforce skills diversifying the business enhancing customer service quality generating more income improving competitiveness reducing operating costs winning more projects.
Gaps or barriers might relate to:	differences between management rhetoric and reality hierarchical system of management inadequate reporting or recording managers who do not accept new ideas overly bureaucratic processes people not communicating with each other or sharing information staff not being involved in decisions teams who work in rigid and inflexible ways.
Other organisations and contexts may be:	competitor organisations local, national or international organisations of similar size or structure totally different organisations who have developed interesting or successful systems wider community or business contexts in which innovation occurs.
Resources and other commitment may include:	financial human management commitment physical preparedness to change at all levels of the organisation.
Key stakeholders may include:	boards or committees customers government departments or other statutory authorities management specialist advisors work colleagues.
Individual and group techniques may include:	brainstorming cost-benefit analysis flow charts jotting down words mind maps process analysis review of approaches/procedures used by competitors strengths, weaknesses, opportunities and threats (SWOT) analysis value analysis visual imagining other creative thinking strategies.
Ongoing testing, exploration and challenge may include:	comparing contrasting gaining input from those who do not support the concept playing 'devil's advocate' seeking objective internal or external review.
Specialised assistance may include:	external consultants or advisers internal colleagues with specialist or technical knowledge relevant to the system.

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Innovation

Co-requisite units

Co-requisite units

BSBINN502A Build and sustain an innovative work environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to create an environment that enables and supports the application of innovative practice. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in leadership or management roles in any industry or community context. The individual could be employed by the organisation, but may also be an external contractor, the leader of a cross organisation team or of a self formed team of individuals. The work group could be permanent or temporary in nature. The unit focuses on the skills and knowledge required to develop and implement a holistic approach to the integration of innovation across all areas of work practice. It also acknowledges the importance of wider contextual evaluation for potential innovations to ensure their value and benefit.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Lead innovation by example	1.1. Make innovation an integral part of leadership and management activities 1.2. Demonstrate positive reception of ideas from others and provide constructive advice 1.3. Establish and maintain relationships based on mutual respect and trust 1.4. Take considered risks to open up opportunities for innovation 1.5. Regularly evaluate own approaches for consistency with the wider organisational or project context
2. Establish work practices that support innovation	2.1. Consult on and establish working conditions that reflect and encourage innovative practice 2.2. Introduce and maintain workplace procedures that foster innovation and allow for rigorous evaluation of innovative ideas 2.3. Facilitate and participate in collaborative work arrangements to foster innovation 2.4. Build and lead teams to work in ways that maximise opportunities for innovation
3. Promote innovation	3.1. Acknowledge suggestions, improvements and innovations from all colleagues 3.2. Find appropriate ways of celebrating and promoting innovation 3.3. Promote and reinforce the value of innovation according to the vision and objectives of the organisation or project 3.4. Promote and support the evaluation of innovative ideas within the wider organisational or project context
4. Create a physical environment which supports innovation	4.1. Evaluate the impact of the physical environment in relation to innovation 4.2. Collaborate with colleagues about ideas for enhancing the physical work environment before taking action 4.3. Consider potential for supporting innovation when selecting physical resources and equipment 4.4. Design, fit-out and decorate workspaces to encourage creative mindsets, collaborative working and the development of positive workplace relationships
5. Provide learning opportunities	5.1. Pro-actively share relevant information, knowledge and skills with colleagues 5.2. Provide or encourage formal and informal learning opportunities to help develop the skills needed for innovation 5.3. Create opportunities in which individuals can learn from the experience of others

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, consultation and negotiation skills to model and lead, open and collaborative relationships comprehension skills to interpret and develop information that may deal with complex ideas and relate to issues both within and outside a given workplace context planning and organisational skills to implement wide-ranging practical processes and procedures that support innovation problem-solving skills to assess and respond to challenges and risks around innovation at an operational management level self-management and learning skills to evaluate and enhance personal effectiveness, and to promote a culture of ongoing learning and development.
Required knowledge
benefits of providing coaching and learning opportunities in relation to innovation concept of innovation, what it is and what it means for different people either working independently or within an organisation context for innovation in the relevant workplace context including core business values, overall objectives, broader environmental context and the need to ensure the value and benefit of innovative ideas and projects different ways of rewarding performance factors and tools that can motivate individuals to use creative thinking and apply innovative work practices legislative framework that impacts on operations in the relevant workplace context management principles and leadership styles, including the impact of different approaches on innovation typical challenges and barriers to innovation within teams and organisations, and ways of overcoming these ways in which workplace climate can affect individual attitudes and performance.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: establishment of procedures and practices (for a project or a workplace) which support and foster innovative work practice and include sound evaluation processes modelling of behaviour that supports innovative work practice knowledge and understanding of the role of leaders and managers in encouraging innovation, and the issues and challenges associated with building and sustaining an innovative work environment.
Context of and specific resources for assessment	Assessment must ensure: involvement of a team for which the candidate provides leadership and guidance.
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 evaluation of outcomes and processes from activities managed by the candidate, particularly in relation to how innovation and innovative practice was encouraged and supported oral or written questioning to assess knowledge of ways that innovation can be fostered and the typical challenges and barriers to innovation.
Guidance information for assessment	Innovation does not occur in isolation. Holistic assessment with other units relevant to the industry sector, workplace and job role is highly recommended.

Range Statement

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.
Leadership and management activities may include:	people management practices planning processes regular management meetings review processes
Risks may include:	budgetary issues challenging changes in relationships, work practices and general workplace climate unforseen impacts of innovative ideas
Working conditions may include:	family-friendly leave entitlements flexible working hours social leave study leave time provided for coming up with ideas
Workplace procedures may relate to:	briefing processes client relations performance management project management staff meetings training
Evaluation of innovative ideas may relate to:	analysing consistency with overall goals, values or vision assessing resource requirements and practicalities assessing the potential to find 'champions' or supporters evaluating the external factors that may impact on the idea exploring the implications of ideas that may stretch or change existing ways of doing things
Collaborative work arrangements might be:	cross section vertical teams within a section working with supplier organisations or partner organisations
Ways that maximise opportunities for innovation may relate to:	collaborating collecting data creative thinking future scanning getting feedback making suggestions networking
Ways of celebrating and promoting innovation may include:	congratulating the project team ensuring management acknowledgment providing a newsletter story about the idea using the idea to help foster other ideas well-planned group incentive schemes
Impact of the physical environment may relate to:	eating areas extent to which design or style links with declared philosophies or objectives external areas general ambience of the work environment location of different people presence and ambience of relaxation areas style of dÃ©cor use of creative messages or images in the workplace workspace design and dÃ©cor workstation arrangements and opportunities for interaction
Formal and informal learning opportunities may include:	coaching conferences formal training courses/programs information seminars job rotation mentoring online learning

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Innovation

Co-requisite units

Co-requisite units

BSBINN601B Manage organisational change

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to determine strategic change requirements and opportunities; and to develop, implement and evaluate change management strategies. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers with responsibilities that extend across the organisation or across significant parts of a large organisation. They may have a dedicated role in human resources management, human resources development, or work in a strategic policy or planning area. The unit takes a structured approach to change management and applies to people with considerable work experience and organisational knowledge.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify change requirements and opportunities	1.1. Identify strategic change needs through an analysis of organisational objectives 1.2. Review existing policies and practices against strategic objectives to identify change requirements 1.3. Monitor trends in the external environment to identify events or trends that impact on the achievement of organisation's objectives 1.4. Identify major operational change requirements due to performance gaps, business opportunities or threats, or management decisions 1.5. Review and prioritise change requirements or opportunities with relevant managers 1.6. Consult specialists and experts to assist in the identification of major change requirements and opportunities
2. Develop change management strategy	2.1. Undertake cost-benefit analysis for high priority change requirements and opportunities 2.2. Undertake risk analysis, identify barriers to change, and agree and record mitigation strategies 2.3. Develop change management project plan 2.4. Obtain approvals from relevant authorities to confirm the change management process 2.5. Assign resources to the project and agree reporting protocols with relevant managers
3. Implement change management strategy	3.1. In consultation with relevant groups and individuals, develop communication or education plan to promote the benefits of the change to the organisation and to minimise loss 3.2. Arrange and manage activities to deliver the communication or education plans to relevant groups and individuals 3.3. Consult with relevant groups and individuals for input into the change process 3.4. Identify and respond to barriers to the change according to risk management plans 3.5. Action interventions and activities set out in project plan according to project timetable 3.6. Activate strategies for embedding the change 3.7. Conduct regular evaluation and review, and modify project plan where appropriate to achieve change program objectives

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
high level interpersonal and leadership skills to obtain acceptance of change processes and to inspire trust innovation skills to think laterally and to develop creative means to enable people to accept change positively learning skills to enable openness to new ideas and techniques which could contribute to ongoing organisational improvement planning and organising skills to sequence events and to enable staff to be clear in times of change or turbulence problem-solving skills to identify and respond to barriers to the change and analyse risks project management skills to implement the change management strategy teamwork skills to consult with relevant groups and individuals for input to the change process verbal communication skills to consult with relevant stakeholders and promote the change management plan
Required knowledge
change management process or cycle components of a change management project plan impact of the external environment on change strategies organisational behaviour potential barriers to change range of strategies for embedding change

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a change process that detailsrationale for the change and its objectives implementation of a change process critical evaluation of how the change process was managed demonstration of techniques for responding to resistance to change.
Context of and specific resources for assessment	Assessment must ensure access to appropriate documentation and resources normally used in the workplace.
Method of assessment	The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios around change management assessment of reports on change management direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate review of change management project plan and communication or education plans review of records outlining consultation with relevant groups and individuals for input to the change process oral or written questioning to assess knowledge of change management strategies.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Strategic change needs may include:	actions arising from strategic planning activities to bring about major change in the organisation, which may relate to: people processes technology structure.
External environment may refer to factors that are:	consumer-driven ecological economic ethical global legal political social technological the drive to corporate sustainability the move to a knowledge economy workforce-driven.
Relevant managers may include those:	affected by the change holding a leadership position in the organisation participating in the change project.
Barriers to change may include:	challenges to group norms or established roles existing organisational culture existing reward systems fear of loss of status, security, power or friends interdepartmental rivalry or conflict lack of involvement in the change low morale vested interests.
Resources may include:	contractors employees and managers external and internal consultants financial and budget allocation hardware and software physical assets.
Interventions and activities may include:	action research career planning job redesign sensitivity training succession planning surveys (with feedback) team building termination or redeployment training transition analysis.

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and innovation - innovation

Co-requisite units

Co-requisite units

BSBINN801A Lead innovative thinking and practice

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to generate, lead and sustain innovative organisational thinking and practice. The unit also covers generating innovative thinking and creativity to lead sustainable innovative practices; supporting a culture of innovation; and maintaining a sustained approach to innovative thinking and practice. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who initiate and lead innovation in any industry or community context. Each organisation's thinking and practice will be different depending on its core business, purpose, size, complexity and broader operating context. Leaders encourage innovative thinking and practice in relation to drivers shaping the particular work environment. Managers may use innovative thinking and practice to advance learning and business processes that contribute to organisational strategies, business plans and goals.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Generate innovative thinking and creativity	1.1. Research and use a range of techniques and tools to generate new ideas and thinking 1.2. Research and analyse trends shaping organisation's current and future thinking and practice 1.3. Introduce and promote creative thinking techniques to foster personal and team innovation 1.4. Evaluate overall context for individual and collective innovative thinking and creativity 1.5. Research and analyse specific conditions for innovation and issues that impact on individual and collective innovative thinking and creativity 1.6. Research and review innovation drivers and enablers
2. Lead innovative practices	2.1. Develop personal leadership style to model positive innovative thinking and practice 2.2. Review, challenge and refine own style and practice in relation to modelling and supporting innovation 2.3. Assess and determine the requirements to promote sustainable innovative activity for the operational context and people involved 2.4. Devise and implement most appropriate means to promote knowledge transfer 2.5. Identify, evaluate and manage risks associated with innovation within an organisation
3. Generate and support a culture of innovation	3.1. Introduce and promote innovative practices, processes, products or services appropriate to audience and organisational requirements 3.2. Establish ways to capture, communicate and share innovative ideas and practices 3.3. Initiate and foster communication, consultation and team development approaches that support innovation 3.4. Identify, assess and provide adequate resources for innovation to occur 3.5. Develop and apply strategies to foster a workplace culture capable of encouraging innovation 3.6. Establish mechanisms at system and process level that can support innovation
4. Sustain innovative thinking and practice	4.1. Develop strategies to make innovation an integral part of organisational activity 4.2. Develop and monitor processes to ensure ongoing awareness of individual and collective contributions to innovative thinking and practice 4.3. Analyse potential barriers and risks to innovation and devise strategies to respond 4.4. Analyse and reflect on innovation performance as a basis for developing strategies for improvement

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication, consultation and negotiation skills to model and lead open and collaborative relationships planning and organisational skills to develop, implement and sustain practical strategies for innovation problem-solving skills to assess challenges and risks at a strategic level and to develop appropriate responses research and analytical skills to work with structurally intricate and conceptually complex innovation texts and broader industry contexts; and to develop materials which deal with complex ideas and concepts self-management and learning skills to evaluate and enhance personal effectiveness, and to promote a culture of ongoing learning and development team and leadership skills to generate, promote and sustain innovation in an organisational or community setting technology skills to use computers for document production and research of innovative practices and theories
Required knowledge
current and past theories and thinking about innovation and creativity leadership styles including the way that different approaches impact on innovation in organisations, and specific approaches that foster innovation legislative framework that affects business operations in a given context, including particular legislation with a direct impact on innovation, for example concerning copyright, trademarks, intellectual property, occupational health and safety (OHS) management techniques and tools for the encouragement of creative thinking and for turning good ideas and creative thinking into innovation organisational and industry context for innovation including overarching mission, objectives and strategies relationship between theory and thinking on innovation and creativity, and applied practice risk assessment and management strategies in the context of innovation social, political, economic and technological developments that determine the broad context for innovation in the relevant workplace context theories, processes and practice of organisational transformation and the management of the stages of change typical strategic challenges and barriers to innovation within organisations and ways of overcoming these challenges and barriers

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: comprehensive understanding and application of key concepts, current theories and processes for promoting innovative thinking and practices in an organisational context critical examination of trends in thinking and emerging practices as they relate to an organisation's current thinking and practices knowledge of social, political, economic and technological developments that determine the broad context for innovation in the relevant workplace context.
Context of and specific resources for assessment	Assessment must ensure: assessment over a sufficient timeframe to allow holistic assessment of the candidate's capacity to lead and sustain innovative thinking and practice opportunities for interaction with others to reflect the collaborative nature of the innovation process access to current organisational documentation and support materials.
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 evaluation of reports prepared by the candidate to propose strategies and techniques for building innovative thinking and practice within a given organisational context oral or written questioning to assess knowledge of innovation theory and practice, context for innovation, and factors that affect innovation in a particular organisation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINN601B Manage organisational change BSBLED701A Lead personal and strategic transformation BSBLED702A Lead learning strategy implementation PSPMNGT614A Facilitate knowledge management.

Range Statement

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.
Range of techniques and tools for creative thinking may include:	brainstorming concept maps creative thinking matrix DeBono tools (e.g. six hats) foresight tools Kirton Adaptation Innovation Inventory mindmapping (Buzan) nominal group technique scenario analysis.
Overall context may include the environment relating to:	culture electronic and non-physical context global local or regional national work group or community.
Conditions for innovation may span causal factors and issues relating to:	ability to gain and respond to customer feedback available resources (in all their forms) business systems changes to workflow and processes competency, capability and skills of the workforce culture and values economic change emerging technologies executive support for innovation external globalisation government regulations, policy or funding initiatives internal labour market and industry changes and restructures learning culture management practices new business models new markets organisational sociocultural circumstances and issues (for example, within Indigenous organisations) research and development focus and support shift to knowledge economy or new economy structure and design of work in the organisation technology change and convergence vision, core purpose and capabilities.
Drivers are factors or changes that impel innovative practice and may include:	customer expectations globalisation market shifts new legislation (such as compliance) policies (such as environmental protection) price and profitability technology change.
Enablers are factors that help innovation overcome barriers and may include:	breakthroughs collaboration culture development intellectual property inventions management support profitability research resources responsiveness skilled workforce technology.
Leadership style will usually be differentiated by five classical approaches:	autocratic (non-participative) charismatic flexibility democratic (participative) laissez faire (free reign) paternalistic.
Risks may include:	damage to property/equipment environmental market changes OHS (including disease) product failure professional incompetence resource deficiencies systems and process failures.
Mechanisms at system and process level may be physical or electronic and relate to:	customer management human resources information technology learning market OHS operations planning (strategic and corporate) quality research and development risk resource management supply chain management structural and performance hierarchies (strata).

Unit Sector(s)

Unit sector

Competency field

Competency field	Creativity and Innovation - Innovation

Co-requisite units

Co-requisite units

BSBINT301B Apply knowledge of the international trade environment to complete work

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to complete work in an international trade context based on a demonstrated knowledge of the international trade environment. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work under the supervision of a more experienced colleague in various international work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge accessed from a variety of sources both internal and external to the workplace.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify international and Australian regulatory bodies and their roles and responsibilities	1.1. Assess personal knowledge of relevant international and Australian regulatory bodies, their roles and responsibilities and the required skills in applying this knowledge, to determine currency and adequacy 1.2. Identify knowledge and skills gaps 1.3. Seek assistance as required to identify relevant bodies, their roles and responsibilities and their impact on own work 1.4. Undertake learning to ensure currency and adequacy of knowledge and skills concerning regulatory bodies, their roles and responsibilities and their impact on own work
2. Identify significant trade routes and modes of transport	2.1. Assess personal knowledge of significant trade routes and modes of transport and the required skills in applying this knowledge, to determine currency and adequacy 2.2. Identify knowledge and skills gaps 2.3. Seek assistance as required to identify significant trade routes and modes of transport, and their impact on own work 2.4. Undertake learning to ensure currency and adequacy of knowledge and skills concerning significant trade routes and modes of transport, and their impact on own work
3. Investigate available sources of information about international trade	3.1. Determine specific needs for information 3.2. Access organisation's resources to meet information requirements 3.3. Use information to address specific work needs and to identify further information requirements 3.4. Access external information resources to meet further information requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analysis skills to evaluate skill and knowledge gaps problem-solving skills to identify appropriate sources of information literacy skills to read a variety of texts and work plans.
Required knowledge
significant trade routes and modes of transport relevant international and Australian regulatory bodies, their roles and responsibilities historical and contemporary context of trade, particularly as this affects Australian trade internal and external information sources related to regulatory bodies, trade routes and transport modes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: determining information needs as assigned by senior members of the organisation using a variety of internal and external sources to gather information examples of completed tasks that apply knowledge of international and Australian regulatory bodies, their roles and responsibilities and significant trade routes and modes of transport carrying out self assessment to address gaps in knowledge or skills.
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 case studies relating to international trade scenarios examples of relevant documents.
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: analysis of responses to case studies and scenarios assessment of learning undertaken to ensure currency and adequacy of knowledge and skills. direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of Australian and international regulatory bodies, significant trade routes and modes of transport
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINT302B Apply knowledge of legislation relevant to international trade to complete work.

Range Statement

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.
Regulatory bodies may include:	Australian Customs Service Australian Federal Police Australian Quarantine Inspection Service (AQIS) Australian Taxation Office relevant Australian government departments or agencies with particular interest in specific trade areas other comparable national and international regulatory bodies (e.g. International Monetary Fund, World Trade Organization, World Bank, International Chamber of Commerce)
Assistance may include:	advice from more experienced colleagues, technical experts, internet, intranet, induction kits, internal training materials and programs consulting technical experts in the industry, professional associations, training providers, government bodies and agencies using reference material within the organisation from training providers and government bodies and agencies, professional libraries, trade journals
Learning may include:	coaching and mentoring formal courses of any length informal learning through reading, attending conferences, reading trade journals, discussions with colleagues, short course attendance, web browsing, industry seminars
Resources may include:	external resources government agencies and publications, copies of legislation and explanatory notes industry/professional associations internal resources internet and organisation's intranet

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT302B Apply knowledge of legislation relevant to international trade to complete work

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to complete work in the context of legislation relevant to international trade. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work under the supervision of a more experienced colleague in various international work contexts. They may exercise discretion and judgement using appropriate knowledge of legislation relevant to international trade.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify legislative requirements	1.1. Seek assistance to identify current information about the range of legislation relating to own work 1.2. Access organisation's procedures and practices to facilitate compliance with relevant legislation and clarify with others in the workplace as required 1.3. Seek assistance in applying relevant legislation to own work
2. Comply with legislative requirements	2.1. Clarify compliance requirements with others within the workplace to confirm understanding and ensure consistency of application 2.2. Seek assistance as required to meet compliance requirements while completing assigned tasks 2.3. Check completed assigned tasks with others in the workplace to ensure compliance with legislative requirements
3. Report possible incidents of non compliance	3.1. Determine and clarify workplace procedures for reporting incidents of non-compliance as required 3.2. Report possible incidents of non-compliance in line with workplace procedures 3.3. Use incidents of non-compliance and possible implications of non-compliance to guide own work practices

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to identify compliance requirements and to act on feedback provided communication skills to clarify work requirements with colleagues problem-solving skills to address issues of potential non-compliance.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Dangerous Goods Act International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organization determinations organisational policies and procedures relating to compliance implications of non-compliance.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: maintaining compliance with regulatory and policy requirements reporting possible incidents of non-compliance seeking assistance to clarify compliance requirements knowledge of legislation relevant to international trade and workplace compliance requirements.
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 or case studies relating to international trade scenarios examples of documents normally used in workplaces to check compliance.
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 analysis of responses to case studies and scenarios observation of presentations to legislation applying to an international transaction oral or written questioning to assess knowledge of Australian and international legislation relating to international trade assessment of written reports about possible incidents of non-compliance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINT301B Apply knowledge of the international trade environment to complete work.

Range Statement

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.
Assistance may include:	advice from more experienced colleagues, technical experts, internet, intranet, induction kits, internal training materials and programs consulting technical experts in the industry, professional associations, training providers, government bodies and agencies using reference material within the organisation from training providers and government bodies and agencies, professional libraries, trade journals
Legislation may include:	legislation applicable across all organisations such as that relating to occupational health and safety, equal opportunity, anti-discrimination, company law, contract law, consumer law legislation specific to the organisation's operations and the conduct of international trade operations
Compliance requirements may include:	audit schedules and cycles checks and balances cross-checking policies and procedures detailing compliance requirements and processes to ensure compliance sign offs by individual/s responsible for ensuring compliance
Others within the workplace may include:	customs brokers more experienced colleagues supervisor or manager technical experts training staff
Implications may include:	failure to meet deadlines required for cargo movement fines or penalties warnings withdrawal of licences, approvals

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT303B Organise the importing and exporting of goods

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide general assistance to senior staff in organising the importing and exporting of goods. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work under the supervision of a more experienced colleague in various international work contexts. They may exercise discretion and judgement using appropriate knowledge of requirements for importing and exporting goods. Work may be for an external client or for the organisation in which the individual is employed.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Follow organisational systems and processes for organising the importation and exportation of goods	1.1. Detail goods to be imported or exported according to characteristics 1.2. Identify and access regulations and permits relating to international movement of specific goods with assistance of manager, supervisor or more senior personnel 1.3. Research and document required processes to import or export specific goods as assigned by and under direction of manager, supervisor or more senior personnel 1.4. Seek assistance as required to research import or export requirements
2. Contribute to cost calculations	2.1. Discuss and record components of costs of importing or exporting specific goods with supervisor or manager 2.2. Make a determination of components of costs 2.3. Seek assistance as required in assigned tasks related to calculating costs for international movement of goods 2.4. Document costs for international movement of goods in accordance with workplace procedures 2.5. Check cost calculation for accuracy and completeness prior to forwarding to supervisor or manager 2.6. Finalise and recheck any revisions to calculations by self and supervisor or manager
3. Assist in completing required documentation	3.1. Complete and collate required documentation for international movement of goods 3.2. Seek assistance as required in completing and checking documentation 3.3. Check required documents and forward for further checking by supervisor or manager 3.4. Finalise documents and submit or lodge with relevant parties 3.5. Identify and file copies of required documents in accordance with workplace procedures
4. Communicate with carriers	4.1. Identify customs licensed places and transportation services to be used in the international movement of goods with assistance of supervisor, manager or more senior personnel 4.2. Ensure communication facilitates arrangements to move goods within required time lines 4.3. Identify problems and take actions as required to facilitate resolution 4.4. Follow through arrangements for transportation of goods including arrangements with overseas representatives of carriers to finalisation, including arrival of goods at intended destination and settlement effected to complete the contract 4.5. Seek assistance as required in communicating with carriers

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to read and create documentations relation to the import and export of goods numeracy skills to perform cost calculations communication skills to resolve disputes or problems with carriers.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Dangerous Goods Act International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organization determinations significant trade routes and modes of transport international and Australian regulatory bodies and their roles and responsibilities organisational policies and procedures relating to business operations in an international trade context penalties for incorrect customs declarations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: providing assistance in the process of both importing and exporting goods contributing to cost calculations providing assistance in completing documentation and communicating with carriers knowledge of legislation, codes of practice and national standards relevant to the work role.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of importing and exporting requirements such as permit forms, and license documents.
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 documents outlining required processes to import or export specific goods; documents outlining costs for international movement of goods analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of importing and exporting requirements assessment of written reports identifying problems and actions taken to facilitate resolution.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other international business units.

Range Statement

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.
Characteristics may include:	country of origin or destination dangerous goods description of goods prohibited or restricted goods temperature controlled cargo volume to be imported or exported
Regulations and permits may include:	those issued by the Australian Government: Department of Agriculture, Fisheries and Forestry Department of Defence Department of the Environment and Heritage Department of Foreign Affairs and Trade Department of Health and Ageing Department of Industry, Tourism and Resources Office of Film and Literature Classification those issued by the: Australian Customs Service Australian Federal Police Australian Quarantine and Inspection Service (AQIS) other comparable national and international regulatory bodies
Processes may include:	advice from more experienced colleagues, technical experts, internet, intranet, induction kits, internal training materials and programs AQIS requirements such as fumigation, quarantine or other completion of customs declarations completion of required financial transactions consulting technical experts in the industry, professional associations, training providers, government bodies and agencies inspection processes obtaining necessary permits transport and warehousing arrangements in country of origin and destination within Australia using reference material within the organisation from training providers and government bodies and agencies, professional libraries, trade journals
Costs may include:	administrative charges for handling of commodities brokerage fees charges levied in country of origin government charges such as duty, tariff, permits, goods and services tax (GST) insurances interest on borrowed capital other fees and charges (local and overseas) packing, port charges, transport and storage charges (local and overseas)
Determination of components of costs may include:	advice from supervisor or manager, more experienced colleagues, customs brokers, training staff, technical experts previous history of international movement of goods involving same or comparable countries quotation or reference to existing tender or contract reference material within the organisation, training providers, professional libraries, trade journals or accessing internet or organisation's intranet tables of fees and charges
Relevant parties may include:	Australian and international regulatory bodies client (seller and buyer) financial institutions non-regulatory government agencies other personnel within the organisation
Services may include:	air freight ocean freight rail transport road transport warehousing and storage en route
Communication may include:	electronic data interchange (EDI) email fax interactive services used to communicate with the Australian Customs Service Integrated Cargo System (ICS) letter radio telephone
Problems may include:	delays in transit at transfer from one mode of transport to another or at international borders insurance claims as a result of damage to goods during transit other problems arising due to weather, industrial action, political unrest

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT304B Assist in the international transfer of services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide general assistance to senior staff in the operational aspects of transferring services internationally. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work under the supervision of a more experienced colleague in various international work contexts. They may exercise discretion and judgement using appropriate knowledge of international services. Work may be for an external client or for the organisation in which the individual is employed.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify services to be transferred internationally	1.1. Determine services to be transferred internationally and clarify with supervisor or manager 1.2. Determine own role in transfer of services internationally from job description, instructions provided and discussion with supervisor or manager
2. Contribute to implementing processes for transfer of services	2.1. Clarify and document preferred and required processes for transfer of services with supervisor or manager 2.2. Obtain required permit application forms for transfer of services internationally 2.3. Complete permit application forms with assistance as required 2.4. Complete any other documents required for transfer arrangements with assistance as required and as assigned 2.5. Check documents for accuracy and completeness
3. Contribute to cost calculations	3.1. Discuss and record components of costs for international transfer of services with supervisor or manager 3.2. Make a determination of components of costs 3.3. Seek assistance as required in assigned tasks related to calculating costs for international transfer of services 3.4. Document costs for international transfer of services in accordance with workplace procedures 3.5. Check cost calculation for accuracy and completeness prior to forwarding to supervisor or manager 3.6. Finalise and recheck any revisions to calculations made by self and supervisor or manager
4. Assist in completing required documentation	4.1. Complete and collate required documentation completed by self and others in the workplace 4.2. Seek assistance as required in completing and checking documentation required for international transfer of services 4.3. Check required documents by self and forward for checking by supervisor or manager 4.4. Finalise, submit to or lodge documents with relevant parties 4.5. Identify and file copies of documents required for filing according to workplace procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities communication skills to clarify requirements with supervisor or manager planning and organising skills to meet deadlines literacy skills to read and create documentation and to obtain permits numeracy skills to undertake cost calculations.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Dangerous Goods Act International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Warsaw Convention World Trade Organization determinations company history of arranging transfer of services internationally international and Australian regulatory bodies, their roles and responsibilities enterprise policies and procedures relating to business operations in an international context.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: providing assistance to arrange for the international transfer of services contributing to cost calculations assisting in the completion of documentation knowledge of legislation, codes of practice and national standards relevant to the work role.
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 documentation relating to the transfer of goods and services.
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 completed permit application forms and other documents required for transfer arrangements analysis of responses to case studies and scenarios observation of presentations oral or written questioning to assess knowledge of key differences between the transfer of goods and the transfer of services assessment of documented costs for international transfer of services assessment of submitted or lodged documents.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other international business units.

Range Statement

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.
Permit application forms may include:	payment of charges levied by the Australian government and international governments permits from regulatory bodies (Australian and international)
Other documents may include:	marketing information materials to support transfer of services such as training materials, technical data and information, enrolment forms quotation proformas standard contract forms standard licensing agreements form
Costs may include:	labour costs including consultancy licensing fees marketing costs materials costs profit margin project management costs setting up costs
Determination of components of costs may include:	advice from supervisor or manager, more experienced colleagues, customs brokers, training staff, technical experts previous history of international service transfer involving same or comparable countries quotation or reference to existing tender or contract reference material within the organisation, training providers, professional libraries, trade journals, internet or organisation's intranet tables of fees and charges
Relevant parties may include:	Australian and international regulatory bodies client (seller and buyer) non-regulatory government agencies other personnel within organisation

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT305B Prepare business documents for the international trade of goods

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to contribute to the preparation of business documents required for the trade of goods internationally. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work under the supervision of a more experienced colleague in various international work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge required for the preparation of international trade documentation. Work may be for an external client or for the organisation in which the individual is employed.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify goods to be transported internationally	1.1. Discuss requirements for transport of goods internationally with supervisor or manager 1.2. Make contributions and suggestions to assist in developing recommended options for arranging international transport of goods based on previous experience 1.3. Record recommendations made for international transport of goods for further investigation
2. Determine method of transport	2.1. Investigate options and requirements for method of transport 2.2. Determine and document suitability and availability of recommended transport options 2.3. Forward details of documented options for method of transport for goods to supervisor or manager for selection and approval 2.4. Seek assistance as required to determine method of transportation
3. Determine packaging and stowage requirements	3.1. Investigate options and requirements for packaging and stowage 3.2. Determine and document suitability and availability of recommended packaging and stowage 3.3. Forward details of documented options for packaging and stowage of goods to supervisor or manager for selection and approval 3.4. Seek assistance as required to determine packaging and stowage of goods
4. Contribute to cost calculations	4.1. Discuss and record components of costs for international transportation of goods with supervisor or manager 4.2. Make a determination of components of costs 4.3. Seek assistance as required in assigned tasks related to calculating costs for international transportation of goods 4.4. Document costs for international transportation of goods in accordance with workplace procedures 4.5. Check cost calculation for accuracy and completeness prior to forwarding to supervisor or manager 4.6. Finalise any revisions to calculations and ensure they are rechecked by self and supervisor or manager
5. Complete required documentation	5.1. Complete and collate required documentation by self and others in the workplace 5.2. Seek assistance as required in completing and checking documentation required for international transportation of goods 5.3. Check required documents by self and forward for checking by supervisor or manager 5.4. Finalise and submit documents to be submitted to or lodged with relevant parties 5.5. Identify and file copies of documents required for filing in accordance with workplace procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities analysis skills to evaluate skill and knowledge gaps planning and organising skills to prepare appropriate documentation within designated time lines literacy skills to read and produce a variety of documents numeracy skills to calculate costs.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Dangerous Goods Act International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organization determinations significant trade routes and modes of transport relevant to the work role in assisting with operational aspects of international transportation of goods international and Australian regulatory bodies, their roles and responsibilities relevant to the work role in assisting with operational aspects of international transportation of goods enterprise policies and procedures relating to business operations in an international trade context penalties for incorrect customs declarations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: providing assistance to arrange for the international transportation of goods assisting in determining method and costs of transportation, including packaging and stowage requirements accurate and timely completion of required documentation for submission or lodgement with relevant parties knowledge of legislation, codes of practice and national standards relevant to the work role.
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 documentation relating to the transfer of goods and services.
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 analysis of investigation of options and requirements for method of transport review of documentation about suitability and availability of recommended transport options; and documentation about suitability and availability of recommended packaging and stowage analysis of responses to case studies and scenarios oral or written questioning to assess knowledge of importing and exporting documentation requirements assessment of examples of completed documentation required for international trade.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: communication units.

Range Statement

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.
Requirements may include:	designated time lines destination/origin of goods handling instructions for cargo (especially for dangerous goods or temperature controlled goods) mode of transport nature of goods other documents specific to goods, country of origin/destination packaging and stowage, transportation and warehousing instructions permits from regulatory bodies (Australian and international) quarantine requirements separation of dangerous goods in transit
Method of transport may include:	air freight rail transport road transport shipping other transport modes warehousing and stowage en route and at point of destination while awaiting transportation within country of destination
Suitability and availability may include:	compliance with regulations (e.g. prohibition on air freight of certain classes of dangerous goods) cost country of origin/destination and connecting trade routes specialised transportation requirements (e.g. temperature controlled goods) travel time whether option being investigated is available at time and is appropriate for goods to be transported
Assistance may include:	advice from more experienced colleagues, technical experts, internet, intranet, induction kits, internal training materials and programs consulting technical experts in the industry, professional associations, training providers, government bodies and agencies using reference material within the organisation, from training providers and government bodies and agencies, professional libraries, trade journals
Costs may include:	costs for permits duty, tariffs fees and charges levied by regulatory authorities insurances interest on borrowed capital labour costs profit margin taxes as applicable transport and storage costs
Determination of components of costs may include:	calculation based on standard rates or rates per item/container/tonnage internet or organisation's intranet previous history of goods transported internationally to/from same destination/origin quotation or reference to existing tender or contract tables of fees and charges
Relevant parties may include:	Australian and international regulatory bodies client (seller and buyer) customs brokers and other external parties assisting in movement of goods non-regulatory government agencies other personnel within organisation transport and warehousing companies

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT306B Apply knowledge of international finance and insurance to complete work requirements

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply knowledge of international finance and insurance to complete work requirements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work under the supervision of a more experienced colleague in various international work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge of international finance and insurance. Work may be for an external client or for the organisation in which the individual is employed.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Maintain currency of knowledge of finance and insurance	1.1. Assess personal knowledge and skills in the area of finance and insurance against needs and available standards to determine currency and adequacy of own knowledge and skills 1.2. Identify the various insurance types available and their application for international trade 1.3. Identity knowledge and skills gaps 1.4. Undertake development to ensure currency and adequacy of knowledge and skills in applying finance and insurance to own work
2. Identify information requirements and access available information	2.1. Determine specific needs for information 2.2. Access enterprise resources to obtain available information 2.3. Check and access information from available resources against specific needs 2.4. Access further information if required
3. Interpret and analyse available information	3.1. Collect and collate available information for analysis 3.2. Interpret, analyse and process available information to obtain required information 3.3. Seek assistance of enterprise personnel and relevant third parties if required, to interpret, analyse and synthesise required information 3.4. Check outputs of analysis process against required information and specific needs 3.5. Undertake further research and analysis to meet specific needs if required
4. Apply knowledge to specific international trading operations	4.1. Use outcomes of research and analysis to facilitate international trading operations in compliance with relevant legislation (Australian and international), trade conventions and agreements, and international financing arrangements 4.2. Complete documentation according to enterprise standards, instructions supplied with document or form, and directions obtained from originator of form or document 4.3. Check documentation for accuracy and correctness by self and manager or supervisor as required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to access and interpret documentation numeracy skills to ensure accuracy of calculations for fees and charges, currency conversions and payments required analysis skills to evaluate knowledge and skills gaps problem-solving skills to identify information requirements.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: contract law Customs Act International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organization determinations enterprise policies and procedures relating to international trading operations financial risk and financing options for mitigating risk regulatory authorities, their roles in international trade, and penalties for incorrect documentation and declarations current political events related to countries with which organisation is trading.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accessing, analysing and applying information related to finance and insurance to international trading operations completing documentation related to finance and insurance of international trading operations knowledge of financial risk and financing options for mitigating risk.
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 case studies relating to finance and insurance in international trading operations.
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 development taken to ensure currency and adequacy of knowledge and skills in applying finance and insurance to own work analysis of responses to case studies and scenarios observation of presentations on financial and insurance requirements for international transactions oral or written questioning to assess knowledge of importing and exporting requirements assessment of research undertaken in determining international finance and insurance requirements assessment of completed documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: finance units or other international business units.

Range Statement

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.
Available standards may include:	competency standards enterprise standards industry standards specific training courses related to international trade
Development may include:	formal training courses industry-based seminars information sessions hosted by government departments, industry associations mentoring/coaching arrangements reading programs
Enterprise resources may include:	enterprise knowledge management system enterprise library or filing system government publications (Australian and international) other personnel in the enterprise
Accessing information may include:	external resources, internet, government agencies external libraries information 'hotlines' and 'help desks' International Chamber of Commerce specialist external consultants
Documentation may include:	financial calculations related to taxation, fees, quotations forms such as insurance claims or applications for policies, banking forms, internal requirements letters, memos, reports, other internal documents permit applications with regulatory authorities
Originator of documentation may include:	external sources including bank or financial institution, insurance broker or agency, regulatory authority internal sources within organisation
Accuracy and correctness may include:	accuracy of calculations correct spelling, grammar and syntax required format veracity of information supplied

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT401B Research international business opportunities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to ascertain the international business opportunities available and the feasibility of a particular opportunity. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who wish to investigate business opportunities outside Australia through offshore licensing. The activity could be undertaken by an owner/manager of a business or someone with a brief to investigate such opportunities. The unit does not cover scanning international markets to choose a country with which to do business. That area is covered in BSBINT403B Research international markets.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify international business opportunities	1.1. Investigate and identify business opportunities 1.2. Undertake a feasibility study to determine likely business viability 1.3. Identify specialist services and sources of advice where required
2. Identify business skills	2.1. Identify and take into account financial and business skills available in the identified country or countries when researching business opportunities 2.2. Access technical competencies required to take up identified business opportunities in the specific country or countries 2.3. Assess personal skills/attributes and match these against those perceived as necessary for a particular business opportunity 2.4. Identify, assess and document business risks according to resources available

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
research and data collection skills to maintain knowledge of potential opportunities communication and negotiation skills to obtain information on opportunities from colleagues.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organization determinations cultural aspects relevant to target markets principles of risk management relevant to the business opportunities.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: research that has led to decisions about taking up international business opportunities accessing different sources of information documenting outcomes of research knowledge of relevant Australian, international and local legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to relevant workplace documents access to information sources used by candidate.
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 feasibility study to determine likely business viability analysis of responses to case studies and scenarios demonstration of research techniques observation of presentations oral or written questioning to assess knowledge of cultural aspects relevant to target markets assessment of documentation about business risks.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: research units or other international business units.

Range Statement

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.
Business opportunities may include:	amount and types of finance available consideration of applications and costings for trademarks, patents and standards accreditation expected financial viability finance required likely return on investment returns expected or required by owners skills of operator understanding of legal, cultural and other factors unique to the country of business
Business viability may include:	cost of modifying products and services to meet market requirements location and/or premises available market competition opportunities available resources available risk related to a particular business opportunity, especially in regard to occupational health and safety (OHS) and environmental considerations skills available timing/cyclical considerations
Specialist services may include:	accountants Austrade, state/territory departments and agencies, chambers of commerce business brokers/business consultants industry/trade associations lawyers and providers of legal advice online gateway
Business risks may include:	credit/payment risk of exporter not being paid or importer facing additional and unexpected costs associated with one or more of the following risks: bank risk - financial standing of institutions involved in transaction/s commercial risk - buyer insolvency country risk - war/civil unrest/political decisions/economy exchange rate - exchange rate fluctuations finance risk - sufficiency of funding performance risk - exporter/importer ability to deliver transfer risk - exchange control/trade control transport risk - loss of or damage to goods other relevant risks such as: legal risks associated with tax legislation, overlapping jurisdictions, regulations relevant to trading with international firms market competition OHS and environmental considerations resources available supply and demand

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT405B Apply knowledge of import and export international conventions, laws and finance

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain currency of knowledge and skills of international conventions, laws and finance in order to apply these to import and export responsibilities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of international trade who have a requirement to maintain relevant knowledge and skills by recognising the limits of their own experience and knowledge, and organising learning in order to collect, analyse apply and review information required for specific complex tasks or projects.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Maintain currency of knowledge and skills	1.1. Assess personal knowledge of relevant international conventions, laws and finance and the required skills in applying this knowledge to determine currency and adequacy 1.2. Identify skills and knowledge gaps 1.3. Undertake learning to ensure currency and adequacy of knowledge and skills in applying international conventions, laws and finance to own work
2. Identify information requirements and access available information	2.1. Determine specific needs for information 2.2. Access organisation's resources to meet information requirements 2.3. Use information to address specific work needs and to identify further information requirements 2.4. Access external information resources to meet further information requirements
3. Interpret, analyse and apply available information	3.1. Collect and collate available information for analysis 3.2. Interpret, analyse and process available information to obtain required knowledge 3.3. Seek assistance of specialist experts if required, to interpret, analyse and synthesise required information 3.4. Use information and knowledge to facilitate import and export of goods in compliance with relevant Australian and overseas legislation, trade conventions and agreements, and international financing arrangements
4. Review research and analysis process	4.1. Use and review information and knowledge to facilitate import and export of goods for effectiveness 4.2. Document review findings for future use in import and export of goods 4.3. Identify skills and knowledge gaps and undertake further learning

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
self-management and analysis skills to identify skill gaps and to manage own learning opportunities research and data collection skills to maintain knowledge analysis skills to apply information and knowledge gathered to own work.
Required knowledge
organisational learning policies and resources identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: contract law International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organisation determinations

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying ongoing learning needs in relation to international conventions, laws and financial matters that impact on their import/export responsibilities identifying and using learning opportunities to gain the necessary information self-management of these learning processes knowledge of organisational learning policies and resources.
Context of and specific resources for assessment	Assessment must ensure: access to libraries and other resource collections access to an actual workplace or simulated environment access to office equipment and resources access to relevant workplace documents.
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 assessment of identified skills and knowledge gaps review of learning undertaken to address skills and knowledge gaps analysis of responses to case studies and scenarios observation of presentations on applicable conventions, laws and financial issues related to international transactions tests to assess knowledge of relevant conventions, treaties, agreements, guidelines, declarations, recommendations, laws.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other international business units.

Range Statement

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.
International conventions, laws and finance may include:	agreements bilateral free trade agreements conventions declarations economic blocks ASEAN Free Trade Agreement (AFTA) Asia-Pacific Economic Cooperation (APEC) European Union North American Free Trade Agreement (NAFTA) guidelines international organisations, bodies and legislation General Agreement on Trade and Tariffs (GATT) International Air Transport Association International Chamber of Commerce (ICC) International Labour Organization International Maritime Organization Organisation for Economic Co-operation and Development (OECD) United Nations World Trade Organization laws and rules copyright fair trading intellectual property recommendations specific countries treaties
Skills and knowledge about international finance may include:	banking institutions business development capital markets competition analysis finance policy and regulation investment promotion regional trade organisations specific international banking process relating to import/exports ICC Uniform Customs and Practice for Documentary Credits (UCP) Uniform Rules for Collections (URC) Uniform Rules for Bank to Bank Reimbursements Under Documentary Credits (URR)
Learning may include:	coaching and mentoring formal courses of any length informal learning through: attending conferences/seminars discussions with colleagues reading reading trade journals short course attendance web browsing
External information resources may include:	course providers government agencies and publications including legislation and explanatory notes industry and professional associations internet and the organisation's intranet libraries and bookshops

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT407B Prepare business advice on export Free on Board Value

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to accurately determine and prepare business advice on the export entry or declaration Free on Broad (FOB) Value on goods exported from Australia. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of international trade who contribute well developed skills to preparing business advice for a client on the FOB value field on an export entry declaration.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify relevant export invoice	1.1. Identify the buyer and seller 1.2. Identify the relevant contract and export invoice 1.3. Consider definitions and differences in definitions of FOB value in determining FOB value of goods being exported from Australia 1.4. Identify the International Commercial Terms INCOTERMS relevant to the contract 1.5. Identify the party to the sales contract responsible for Australian export formalities from INCOTERMS
2. Interpret invoice terms and currency	2.1. Identify the components that constitute the price, in Australian or foreign currency, paid or payable and appearing on the invoice 2.2. Identify INCOTERMS relevant to the invoice 2.3. Identify currency used
3. Adjust invoice price	3.1. Identify adjustments 3.2. Make additions and subtractions to the price
4. Calculate export FOB value, applying currency conversion principles	4.1. Apportion costs against exported goods using organisational requirements/policies/procedures 4.2. Apply appropriate rate of exchange
5. Finalise business advice on export FOB value	5.1. Complete advice on FOB value field on export entry or declaration 5.2. Check calculations for accuracy and verify as required 5.3. Retain and file completed documentation with relevant personnel in the enterprise 5.4. Pass relevant business advice on to the client

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities numeracy skills to calculate FOB value learning skills to maintain relevant knowledge of client products and services to be exported.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Australian Harmonized Export Commodity Classification (AHECC) - introduction and explanatory notes INCOTERMS trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act contract law World Trade Organisation determinations organisational policies and procedures relating to business operations in import/export/customs brokerage/freight forwarding contexts penalties and the infringement notice scheme as it applies to goods where the export FOB value is incorrect

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: interpreting a range of export documentation to determine export FOB value as required for goods exported from Australia documenting export FOB calculation as required by client knowledge of legislation, codes of practice and national standards relevant to work role.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to relevant workplace documents.
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 advice completed on FOB value field on export entry or declaration oral or written questioning to assess knowledge of penalties and the infringement notice scheme as it applies to goods where the export FOB value is incorrect assessment of business advice passed on to the client.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINT408B Prepare business advice on the taxes and duties for international trade transactions.

Range Statement

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.
Differences in definition of FOB value may include:	INCOTERMS definition of FOB, which states in part: 'This term can be used only for sea or inland waterway transport. If the parties do not intend to deliver the goods across the ship's rail, the FCA term should be used' customs definition: 'The total free on board (FOB) value of the goods, including all costs incidental to the sale and delivery of the goods on to the exporting vessels/aircraft'
Australian export formalities may include:	A2 or B2 Licences, authorisations and formalities Australian Harmonized Export Commodity Codes
Adjustments may include:	all costs that exclude international freight and insurance from the price including in the price all costs to bring the goods to the ship or aircraft side when exporting from Australia
Organisational requirements/policies/ procedures refer to:	factorisation where costs are proportioned over a line value (each line of the invoice for which there is a separate classification) other relevant requirements outlined in policies and procedures for calculating FOB

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT408B Prepare business advice on the taxes and duties for international trade transactions

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assess the applicability of the relevant taxes and duties for international trade transactions, and to prepare business advice based on the assessments and calculations undertaken. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of taxes and duties who contribute well developed skills and knowledge to preparing business advice for a client. This unit addresses the application of relevant legislation, determinations, decisions and guidelines pertaining to the Australian Taxation System and Australian Customs regulations to assess the applicability of the GST, Australian Harmonized Export Commodity Codes for tax and duty related to export transactions, and to accurately calculate relevant taxes and duty and to prepare appropriate business advice for a client.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Assess applicability of relevant taxes and duties to international trade transactions	1.1. Research applicability of relevant taxes and duty to international trade transactions 1.2. Research allowable exemptions and specialised schemes relating to international taxes or applicability to enterprise operations and specific international trade transactions 1.3. Apply allowable exemptions to trade transactions 1.4. Check accuracy of assessments
2. Calculate taxes and duty	2.1. Identify components of international trade transactions to be included in calculations 2.2. Calculate taxes and duty on international trade transactions 2.3. Check accuracy of calculations
3. Prepare business advice on applicable taxes and duty	3.1. Prepare results of calculations and business advice in the required format 3.2. Check calculations for accuracy, and seek and obtain verification from relevant personnel as required 3.3. Pass completed business advice on to client and other relevant personnel as required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skills to perform calculations learning skills to maintain relevant knowledge of client products and services to be exported.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Goods and Services legislation other taxation legislation and relevant determinations, decisions and guidelines trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act other applicable legislation allowable exemptions and specialised schemes affecting taxes/duty payable on imports/exports. exclusions allowable for GST, related taxes and duty organisation's policies and procedures relating to import, export and customs brokerage/freight forwarding activity penalties for incorrect calculation of taxes/duty payable

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: at least two examples of accurate calculation of GST, other taxes and duty payable across a range of international trade transactions at least two examples of situations where an assessment of allowable exemptions and/or incentives has been made records of relevant documentation used in the workplace including examples of completed business advice knowledge of legislation, codes of practice and national standards relevant to the work role.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documentation access to information about applicable taxes and exemptions access to an actual workplace or simulated environment access to office equipment and resources.
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 oral or written questioning to assess knowledge of allowable exemptions and specialised schemes affecting taxes/duty payable on imports/exports assessment of research into applicability of GST and related taxes and duty to trade transactions assessment of accuracy of calculations review of results of calculations and business advice prepared in the required format.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINT407B Prepare business advice on export Free on Board Value.

Range Statement

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.
Relevant taxes may include:	goods and services tax (GST) luxury car tax (LCT) wine equalisation tax (WET) other taxes, duties and tariffs on supplies and importations
Allowable exemptions and specialised schemes may include:	government initiatives and schemes to promote exports of Australian goods and commodities Tradex Scheme and other duty drawback schemes which provide for an upfront exemption from customs duty and taxes on imported goods intended for re-export or to be used as inputs to exports
Relevant personnel may include:	colleagues, for further processing customs broker manager, for checking and verification

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBINT409B Plan for international trade

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to effectively plan for the international trade of goods. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with the skills and knowledge to evaluate options when planning for the international trade of goods. The planning activity will usually be in the context of providing a preliminary quotation, a quotation, a supplementary advice on a quotation, or when evaluating a freight contract received from a buyer or seller.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate the most appropriate transport method, route and protection/security options according to cargo and delivery requirements	1.1. Ascertain business context of cargo movement 1.2. Examine factors to be considered in route/mode selection 1.3. Evaluate conditions and risks of different routes in relation to delivery requirements 1.4. Utilise resources that provide information on the current service status of particular transport routes
2. Review shipping and airfreight services available for transporting cargo	2.1. Identify airlines and air cargo services operating in and out of Australia 2.2. Compare configuration and carrying capacity of different types of aircraft 2.3. Identify shipping services and types of ocean vessels operating in and out of Australia 2.4. Compare different types of shipping services 2.5. Compare configurations and carrying capacities of different types of ocean vessels
3. Evaluate packing, marking and stowage requirements for a variety of cargo	3.1. Analyse and prepare protection, presentation and preservation requirements 3.2. Analyse range of containers available for international cargo and evaluate for use 3.3. Evaluate marking requirements and prepare correct marking advice 3.4. Identify risk factors in relation to packing and storing of goods for transportation and select appropriate options
4. Calculate international freight and other shipment costs	4.1. Examine and apply types of rates, volume-to-weight ratio factors, volume rules including rounding off and allowable projections, principles and methods of rating cargo for international carriage by sea 4.2. Take into account, variations in calculating shipping charges caused by surcharges and other variants 4.3. Calculate and compare costs of shipping a variety of goods by the several types of ocean service 4.4. Examine and apply types of rates, volume-to-weight ratio factors, volume rules including rounding off, principles and methods of rating cargo for international carriage by air 4.5. Explain variations in calculating airfreight charges caused by the applicability of TACT rates, fuel surcharges, other variants, and exchange rates 4.6. Calculate and compare costs of shipping a variety of goods by different air cargo services 4.7. Investigate and communicate postal and courier freight rates and size/weight factors and limitations 4.8. Investigate and communicate rates and costs associated with chartering vessels and aircraft 4.9. Investigate and communicate rating principles and methods used in domestic, sea, road, rail and air transport 4.10. Investigate all standard and extraordinary ancillary shipment costs on a door-to-door basis applicable in each mode 4.11. Investigate and communicate the total cost concept and other factors that may determine whether cargo is carried by air or sea, or a combination of both (multimodal transport)
5. Identify cargo insurance and claim requirements for goods	5.1. Evaluate the need for cargo insurance 5.2. Investigate the standard types of cover arrangements used by underwriters 5.3. Identify documents to be lodged with carriers, forwarders, insurance underwriters and customs in cargo loss or damage situations and complete for a hypothetical situation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities planning and organising skills to arrange and coordinate multimodal transport problem-solving skills to determine best options for international transport.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act INCOTERMS international standards for marking cargo and labelling and marking hazardous goods trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act contract law Warsaw convention World Trade Organisation determinations organisational policies and procedures relating to business operations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: choosing appropriate transport modes, route and securing options demonstrating successful preparation for the international transport for different types of general cargo documenting completed quotations, supplementary quotations, budget or expressions of interest prepared for external client or own workplace knowledge of legislation, codes of practice and national standards relevant to the work role.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to relevant workplace documents.
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 risk factors identified in relation to packing and storing of goods for transportation analysis of responses to case studies and scenarios oral or written questioning to assess knowledge of INCOTERMS assessment of completed documents to be lodged with carriers, forwarders, insurance underwriters and customs in cargo loss or damage situations.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: planning units, management units or other international business units.

Range Statement

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.
Business context may include:	preliminary quotation for the seller/buyer prior to negotiation of contract of sale quotation to seller/buyer result of receiving freight contract from seller/buyer supplement to original quotation to note any change in various cost components
Factors may include:	container rates costs delivery schedules direct shipment risks of delay and damage transhipment volume and weight
Airlines and air cargo services may include:	consolidation services courier and charter full container loose package post schedules services
Shipping services may include:	break bulk bulk charter services conference lines full container load (FCL) less than container load (LCL) - (consolidation/groupage/freight all kinds [FAK]) non-conference lines non-vessel operating common carriers (NVOCCs) parcel post scheduled services slot charter operations tanktainers tramp
Types of ocean vessels may include:	bulk carriers cellular container ships combination conventional other special purpose ships roll on/roll off
Protection, presentation and preservation may include:	range of specialised materials and accessories available to protect containerised cargo including: container liners data loggers other monitoring and protection equipment thermal control materials water absorption devices
Containers may include:	bags bales cartons cases drums lift vans pallet boxes pallets thermal cartons
Marking requirements may include:	accurate marking to avoid misdirection international standard cargo marks international standard labelling and marking for hazardous goods waterproof inks and labels
Standard and extraordinary ancillary shipment costs may include:	booking time slots break bulk fees consular or other certification cranage and oversize considerations customs clearances dangerous goods demurrage document and handling fees inland haulage insurance costs parcel post perishable goods permits port charges protective packaging and accessories storage fees
Standard types of cover may include:	annual policies open policies single shipment policies

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - International Business

Co-requisite units

Co-requisite units

BSBIPR301A Comply with organisational requirements for protection and use of intellectual property

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assist with the protection and lawful use of an organisation's intellectual property and to avoid intellectual property infringement. It focuses on supporting the maintenance of an organisation's policies and procedures for the protection of intellectual property and avoidance of intellectual property infringement. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who operate in a broad range of work roles and contexts. Their role may include assisting the organisation to comply with intellectual property requirements for the protection and use of intellectual property.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify organisational expectations for complying with intellectual property requirements	1.1. Identify the various types of existing and potential intellectual property within the organisation 1.2. Identify and access the organisation's intellectual property policies, procedures and information 1.3. Identify own role in protecting the organisation's intellectual property, using intellectual property and avoiding intellectual property infringement 1.4. Provide information and advice to relevant internal and external stakeholders about how the organisation's intellectual property policies and procedures operate, within limits of job role
2. Support policies and procedures for the protection and use of intellectual property	2.1. Assist with the development and/or implementation of policies and procedures for the protection and use of the organisation's intellectual property according to the type of protection required 2.2. Assist with the development and/or implementation of policies and procedures to prevent infringement of others' intellectual property 2.3. Assist in the maintenance of intellectual property policies and procedures 2.4. Contribute to the identification of potential problems and opportunities for improvement in the operation of the intellectual property policies and procedures and make recommendations to appropriate personnel for action
3. Contribute to recommendations about non-compliance issues with intellectual property requirements	3.1. Contribute to the identification of any potential non-compliance or intellectual property infringement issues, either internally or externally 3.2. Contribute to recommendations to appropriate personnel about actions to overcome non-compliance issues 3.3. Alert appropriate personnel to areas of potential intellectual property infringement or risk

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to provide information to relevant personnel about intellectual property problem solving skills to identify intellectual property compliance issues literacy skills to read and interpret procedures and other relevant documentation
Required knowledge
basic knowledge of types of intellectual property and the key characteristics of each relevant organisational policies and procedures in relation to intellectual property the range of intellectual property residing with the organisation basic knowledge of relevant legislative requirements as they apply to the job role

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of the different types of intellectual property within the organisation identification, use and/or maintenance of an organisation's intellectual property policies and procedures identification of potential non-compliance issues in an organisation
Context of and specific resources for assessment	Assessment must ensure: access to relevant information about an organisation's intellectual property policies and procedures if applicable, or opportunity to contribute to the development of the policies and procedures
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 a portfolio of evidence oral or written presentation to stakeholders outlining the organisation's approach to intellectual property protection and infringement avoidance analysis of case studies identifying potential intellectual property issues and proposed actions
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other administrative units from BSB07

Range Statement

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.
Intellectual property refers to:	the output of the mind or intellect rather than tangible objects. It includes: copyright trade marks patents designs plant breeder's rights circuit layout rights confidential information/trade secrets
Policies, procedures and information may include:	intellectual property policy licensing agreements procedures for ensuring copyright protection procedures for registering intellectual property rights register of intellectual property assets
Own role may include:	checking that other areas of the organisation are compliant communicating policy and procedure changes to others ensuring fees are paid entering data as it arises updating schedules and documents as requested e.g. register of intellectual property keeping up to date with intellectual property issues through subscriptions to intellectual property services, e.g. IP Australia News Alert
Infringement refers to:	deliberate or inadvertent misuse or non-compliance with legislation, regulation, policy, codes of conduct etc. in relation to intellectual property
Internal and external stakeholders may include:	internal stakeholders: other people within the organisation who may be affected by intellectual property, e.g. designers, writers, trainers, marketing staff, researchers whose efforts may produce intellectual property all employees, who need to be aware of the importance of, and procedures for, intellectual property protection and avoidance of intellectual property infringement external stakeholders: contractors service providers
Protection and use may include:	copyright for original works under the Copyright Act 1968 patents for inventions and innovations under the Patents Act 1990 protection from misleading packaging, advertising, misuse of power in the marketplace etc. under the Trade Practices Act 1974 registration of business names under Business Names legislation registration of trade marks under the Trade Marks Act 1995 registration of new or original designs under the Designs Act 2003 registration of domain names licences, agreements or other instruments for the protection or use of intellectual property
Potential problems may include:	changes to legislation or regulations aspects of intellectual property not covered by existing procedures fees not paid by own or external organisation out of date communication about intellectual property within organisation expiry of protection period inappropriate or illegal use of someone else's intellectual property
Appropriate personnel may include:	manager supervisor person in organisation designated as responsible for intellectual property
Non-compliance issues may include:	required fees not being paid, both to or from another body, e.g. for a licence agreement or for renewal of registered rights material being copied by other employees, e.g. from the internet or copying software, which could have potential copyright issues evidence of unlawful access to computer files marketing material being produced using images and other material which could breach copyright unlawful use of music or sound recordings
Actions may include:	reporting non-compliance issues to supervisor taking administrative action within job role, e.g. paying relevant fees ensuring a copyright notice is placed on all publications (e.g. the copyright symbol Â©, name of the copyright owner, year of creation or first publication)

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR401A Use and respect copyright

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to use and respect copyright. It covers maintaining control over the copyright owner's work, commercialising copyright material, preventing the unauthorised use of an original work, and using other party's original work legitimately. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to people who may be authors, creators or other owners of works covered by copyright. It also applies to employees who have a role in ensuring that their organisation's copyright is protected and/or that their organisation uses others' copyright appropriately to benefit the organisation without infringing the rights of copyright owners. These people may work in a wide range of industry and business contexts.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify extent of copyright protection for original works	1.1. Research copyright and its application to original works 1.2. Identify legislative requirements governing copyright 1.3. Determine the copyright owner of original works within or used by the organisation 1.4. Research the rights of the copyright owner, including moral rights 1.5. Determine whether a copyright notice is required 1.6. Identify sources of information and advice regarding copyright issues and use copyright professionals where required
2. Ensure that copyright protection is effective when using original works	2.1. Identify material within the organisation that may attract copyright 2.2. Identify and review organisation policies and procedures to ensure that own and others' original works are protected against direct or indirect infringement of copyright 2.3. Implement policies and procedures to protect the organisation's copyright, recognising exceptions that allow the legitimate use of own copyright material by others 2.4. Provide advice to relevant personnel about the legal and economic implications of copyright infringement 2.5. Evaluate and make recommendations for the commercialisation potential of copyright material 2.6. Research issues that need to be considered when licensing or selling copyright rights, including the use of copyright collection societies
3. Monitor policies and procedures for use of own copyright materials by other parties	3.1. Monitor policies and procedures to ensure that the organisation's copyright is respected locally and internationally 3.2. Create and maintain documentation in relation to copyright agreements where established 3.3. Implement procedures to limit or deter infringement of organisation's copyright and/or encourage the proper use of the organisation's copyright 3.4. Make recommendations to appropriate personnel when real or potential infringements of organisation's copyright may require further action
4. Monitor policies and procedures for legitimate use of others' copyright materials	4.1. Research when permission is needed to use copyright material belonging to others 4.2. Advise appropriate personnel about restrictions on and licensing requirements for the use of others' copyright material, and implement training if required 4.3. Advise appropriate personnel of legislative exceptions that allow use of copyright material without permission 4.4. Monitor policies and procedures covering organisational use of others' copyright material to ensure it is to the benefit of the organisation 4.5. Monitor organisational use of others' copyright material to reduce the risk of infringement 4.6. Take action to minimise damage if infringement of others' copyright material occurs

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
research skills to identify a range of issues and information relating to copyright ownership and use organisational skills to review and maintain policies and procedures communication skills to provide relevant advice to others about copyright protection problem solving skills to monitor copyright policies and procedures and make recommendations for action if required technology skills to research copyright information
Required knowledge
principal features of legislative framework for copyright and its application to the organisation: Australia Copyright Act 1968 and Copyright Regulations 1969 internationally WIPO Treaties, in particular the Berne Convention, the WIPO Copyright Treaty and the WIPO Performances and Phonograms Treaty International Trade Agreements, in particular the WTO TRIPS Agreement and the impact of free trade agreements to which Australia is a party (including AUSFTA) what works are protected by copyright and how long copyright lasts rights of copyright owners sources of information and advice on copyright methods for preventing unauthorised use of copyright material and action to take if infringement of copyright occurs when authorisation for use of copyright materials is needed and how to obtain it licensing and the role of collecting societies open source copyright licences, such as creative commons, AEShareNet, NEALS, GPL and other similar licences for copyright material impact of the internet on copyright

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of issues for the use, management and protection of original works with copyright implementation of policies and procedures for the use, management and protection of original works with copyright and legitimate use of others' original material
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on the individual or organisation's copyright requirements and procedures access to reliable and appropriate explanatory material and guidelines access to appropriate computer resources for establishment and maintenance of policies and procedures
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 portfolio of evidence oral or written questioning to assess knowledge of copyright and its implications for the organisation development of action plans for implementation of copyright policies and procedures, and commercialisation of original works analysis of case studies around copyright issues, with recommendations for action
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from BSB07 including other units relating to intellectual property

Range Statement

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.
Copyright refers to:	the protection of the original expression of ideas from copying and certain other uses, but not the ideas themselves a large range of works, including: works of art and design, and graphic representations, e.g. drawings, maps, community art literature and other written material, e.g. reports, manuals, guides music, e.g. tunes, lyrics sound recordings films and other moving images drama and dance broadcasts computer programs, software, games online or digital content traditional knowledge
Legislative requirements may include:	Copyright Act 1968 Copyright Regulations 1969
Copyright owner may be:	creator of the work employer where the employee creates a work in the course of employment as part of their usual duties, or is contracted to create the work for the employer person to whom copyright has been assigned person who arranged for a film or sound recording to be made person who commissioned design work on a commercial basis State, Territory or Federal Government for material created under their direction or control Note: there could be more than one owner of copyright
Rights of the copyright owner may include:	the exclusive right to reproduce, publish, communicate to the public, publicly perform and adapt material assigning their rights to others so that another party becomes the owner or exclusive licensee of the rights licensing their rights, giving another party the permission to use the copyright material but not own the rights licensing of rights associated with derivative works of copyright material, including: exact copies enhancements supplementary works compilations (For example license to use computer software programs - specialist legal advice should be obtained) Note: different rights attach to different types of copyright and the term of copyright may also differ
Moral rights:	refer to the personal legal rights of individual creators in the copyright works they have created. They are separate from the economic rights of the copyright owner and may be held by different people include the right of creators: to be attributed not to have their work falsely attributed not to have their work treated in a derogatory way
Copyright notice may refer to:	the copyright symbol Â© name of the copyright owner year of creation or first publication Note: a copyright notice is not required to obtain copyright protection in Australia, but is recommended to clearly indicate to others that the work is protected and to identify the copyright owner
Sources of information and advice may include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property, including trade mark attorneys and patent attorneys accountants business advisors marketing consultants branding consultants copyright collecting societies, e.g. CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet databases, e.g. local and international trade mark databases
Policies and procedures may relate to:	information technology and computer usage computer security measures employment contracts, including responsibility for intellectual property confidentiality agreements within the organisation or among people who may need to know about the copyright material, so as to keep the copyright secret prior to commercialisation
Direct infringement of copyright may include:	when a person, without the copyright owner's permission: reproduces the work (or a substantial portion thereof) in a material form publishes the work communicates the work to the public in the case of literary, dramatic and musical works, performs the work in public adapts the work
Indirect infringement of copyright may include:	when a person authorises or facilitates another person to infringe copyright, including through 'inactivity' or 'indifference' when a person, without the copyright owner's permission, imports certain articles into Australia, e.g. to sell, distribute, exhibit or hire, when the article if made in Australia would have been an infringement of copyright
Implications of copyright infringement may include:	legal and economic implications of not complying with copyright legislation legal and economic implications of others infringing the individual or organisation's copyright
Commercialisation potential could include:	licensing or transferring use of original work profiting from the sale of the original work developing a product or creative work under a government grant or other funding source and taking it to a commercial product stage
Copyright collection societies refer to:	societies that license, collect and distribute royalties on behalf of the copyright owners they represent
Locally refers to:	copyright protection within Australia which, under the Copyright Act 1968, exists automatically when something is written down or recorded in accordance with the requirements of the copyright legislation
Internationally refers to:	copyright protection in other countries. Copyright is protected by national laws of each country, usually based on international conventions
Procedures to limit or deter infringement may include:	making sure there is a copyright notice on all work statement on works outlining preferred licensing arrangements access codes in software encrypting express agreements on copyright ownership, particularly when work is outsourced
Further action could include:	seeking legal advice contacting publisher if the work is published civil actions, including informal negotiations and letters of cease and desist court order, including: order to seize infringing goods injunctions monetary damages/compensation
Restrictions may include:	not using others' copyright material without authorisation from the copyright owner Note: there are some limited exceptions: fair dealing for the specific purposes of research or study, criticism or review, and news reporting reproduction of computer programs, e.g. in the technical processes of running the program, for back-up copy, to correct errors copying industrial products

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR402A Protect and use new inventions and innovations

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to protect and use new inventions and innovations as the exclusive intellectual property of an organisation or individual. It covers identifying the need for protection of new inventions or innovations, working with specialists to file a successful patent application, monitoring and protecting intellectual property rights, and using the patent for business growth. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are actively involved in work concerning the development or ownership of inventive and innovative products. They may work as individual inventors or innovators in a range of industries or organisational contexts, as part of a research and development team within an organisation or be commissioning or employing others to develop new inventions or innovations. This unit will give individuals an understanding of patent law and how patents are assigned, to develop an understanding of the actions of patent specialists employed to patent the organisation's new inventions or innovations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the need for protection of new inventions and innovations	1.1. Research what constitutes a new invention or innovation in Australia 1.2. Identify legislative requirements governing invention and innovation protection 1.3. Identify inventions and innovations within own organisation that may require protection and identify the type of patent applicable 1.4. Research prior art to determine other inventions or innovations in a specific area of technology 1.5. Research patent information, use patent search and patent search tools, and evaluate their usefulness for the organisation 1.6. Evaluate commercialisation potential of new inventions or innovations to determine if protection is worth pursuing
2. Identify and initiate the process for protection of inventions and innovations	2.1. Identify sources of information and advice regarding protection and searching of new inventions or innovations 2.2. Identify processes required for filing a successful patent application 2.3. Identify processes for international invention protection 2.4. Evaluate the role of intellectual property professionals in the patent application process 2.5. Participate in a patent search and patent application and provide relevant information to an intellectual property professional for patent search and patent application, if required 2.6. Identify non-registrable forms of a protection strategy and evaluate the benefits of utilising patent alternatives
3. Monitor the market and protect and use new inventions and innovations	3.1. Identify and review organisation policies and procedures to ensure the protection and use of new inventions and innovations 3.2. Identify and establish processes to use own and others' patents for business growth 3.3. Identify appropriate legal measures to protect an invention or innovation against certified infringements, if required, with assistance from appropriate professionals 3.4. Monitor the market for possible patent infringements 3.5. Ensure all employees are aware of the importance to the organisation of the protection of new inventions and innovations and implement training if required 3.6. Identify and review organisation policies and procedures to prevent infringement of others' inventions and innovations

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
research skills to identify criteria for patent eligibility and to search prior art via patent databases analytical skills to identify commercial potential of new inventions or innovations literacy skills to interpret and implement IPAustralia's patent application standards and procedures problem solving skills to act on potential infringement issues
Required knowledge
what is considered an invention or innovation registrable and non-registrable forms of protection patent application guidelines overview of relevant legislation concerning patents sources of information and advice on protection of new inventions or innovations

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of issues for the use, management and protection of new inventions or innovations implementation of policies and procedures for the use, management and protection of new inventions or innovations and legitimate use of others' inventions or innovations
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation (application forms, etc.) and resources normally available to a patent applicant access to reliable and appropriate explanatory material and guidelines access to appropriate computer resources for establishment and maintenance of policies and procedures
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 portfolio of evidence oral or written questioning to assess knowledge of protection of new inventionsor innovations and its implications for the organisation development of action plans for implementation of policies and procedures for the protection of new inventions or innovations, and commercialisation of new inventions or innovations analysis of case studies around patents, with recommendations for action
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from BSB07 including other units relating to intellectual property design units

Range Statement

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.
Inventions may include:	any device, substance, method or process that is: inventive (i.e. not obvious to someone with knowledge in the field of the invention) novel (i.e. new) useful
Innovations may include:	any device, substance, method or process that involves an 'innovative step', i.e. a change that distinguishes the invention from what is currently known about the technology
Legislative requirements may include:	the Patents Act 1990; in particular section 18 which stipulates the inventive threshold
Types of patent may include:	standard patents, which last for twenty years from when the application is filed and cover as many claims as is deemed necessary to protect the invention innovation patents, which last for eight years from the date of filing and protect up to five claims
Prior art is defined as:	all information in the public domain relating to previous patents, inventions or innovations that may impact on an invention's or innovation's originality
Patent information refers to:	the technical and legal information contained in a patent document
Usefulness includes:	source of technical information learning about current research and innovations locating business partners or suppliers avoiding possible infringement problems assessing patentability of own invention or innovation exploitation of out of date patents
Commercialisation potential may include:	the potential profitability of an innovation which takes into account market size, competitors and investment required to get the invention or innovation to market alternative income stream, such as: licensing the patent to another party, allowing them to exploit it for a set price or royalties for a set time profiting from the manufacture and sale of a product selling or assigning all or part of the rights to the patent use of other's inventions or innovations within legal frameworks
Sources of information or advice may include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property trade mark attorneys and patent attorneys accountants business advisors marketing consultants branding consultants copyright collecting societies, e.g. CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet databases
Processes may include:	carrying out searches to ascertain originality of the invention or innovation reviewing and proliferating confidentiality agreements within organisation or among people who may need to know about the invention/innovation before a patent application is filed so as to keep the invention or innovation secret establishing a priority date by filing a provisional or complete application before releasing information into the public domain providing a specification defining the invention or innovation should this precede the previous step including a Notice of Entitlement form
International invention protection may include:	filing for protection with the patent offices of overseas countries or regional patent authorities filing an international application under the Patent Cooperation Treaty (PCT) through IP Australia
Non-registrable may include:	trade secrets confidentiality agreements and non-disclosure agreements
Legal measures may include:	consulting with a patent attorney to explore possible courses of action pursuing infringements through a civil lawsuit to prohibit future infringements and/or seek monetary compensation for past and/or projected losses pursuing criminal penalties if warranted by the nature of the infringements
Monitor may include:	observing the activities of competitors regularly reviewing patent databases watching the market for potential patent infringements

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR403A Protect and use brands and business identity

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to protect and use brands and other business identities as trade marks. It covers identifying the need for trade mark protection, lodging a successful application, monitoring and protecting the trade mark, and using the trade mark commercially. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are involved in work with marketable applications across a variety of work environments.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the need for protection of brands and business identity	1.1. Research what constitutes a registrable trade mark in Australia 1.2. Identify the legislative requirements governing trade mark protection 1.3. Identify other forms of trade mark protection 1.4. Identify existing or potential trade marks within organisation or scope 1.5. Explore the benefits, costs and risks of trade mark registration and other forms of trade mark protection 1.6. Make recommendations to develop and use trade marks with commercialisation potential
2. Identify and initiate application process for trade mark protection	2.1. Identify sources of information and advice regarding protection of brands and business identify 2.2. Evaluate the role of intellectual property professionals in the trade mark application process 2.3. Search databases of existing registered and pending trade marks and investigate any use of unregistered trade marks to ensure the proposed trade mark does not infringe on another party's existing trade mark 2.4. Identify processes required for lodging a successful trade mark application 2.5. Identify process for international trade mark registration 2.6. Participate in a trade mark application and provide relevant information to the intellectual property professional for trade mark application, if applicable
3. Monitor the market and protect and use trade marks	3.1. Identify and review organisation policies and procedures to protect and use the trade mark correctly 3.2. Identify and establish processes to use own and others' trade marks for business growth 3.3. Monitor the market for possible trade mark infringements 3.4. Pursue appropriate measures to protect trade marks against infringements, if required, using appropriate professional advice 3.5. Ensure that procedures are followed to maintain the organisation's trade marks, including payment of renewal fees as required 3.6. Ensure all employees are aware of the importance to the organisation of the protection and proper use of trade marks, and implement training if required 3.7. Identify and review organisation policies and procedures to prevent infringement of others' trade marks

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
research skills to identify relevant areas of trade mark law and the common law to protect organisation's intellectual property analytical skills to identify commercial potential of trade marks and brands literacy skills tointerpret and implement IP Australia's trade mark application procedures problem solving skills to act on potential infringement issues
Required knowledge
different ways to protect trade marks application guidelines, including definitions of registrable trade marks application formats and procedures overview of relevant legislation concerning trade marks sources of adviceon trade mark protection

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of issues for the use, management and protection of brands and business identity implementation of policies and procedures for the use, management and protection of brands and business identity and legitimate use of others' trade marks
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on the individual or organisation's brands and business identity requirements and procedures access to reliable and appropriate explanatory material and guidelines access to appropriate computer resources for establishment and maintenance of policies and procedures
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 portfolio of evidence oral or written questioning to assess knowledge of protection of brands and business identity and its implications for the organisation development of action plans for implementation of policies and procedures for protections of brands and business identity, and commercialisation of trade marks analysis of case studies around trade mark issues, with recommendations for action
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from BSB07 including other units relating to intellectual property design units

Range Statement

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.
Registrable trade marks may include:	letters, words, names, signatures, phrases, numerals, sounds, smells, shapes, logos, pictures, aspects of packaging, or any combination of these that can be represented graphically A trade mark can be difficult to register if it is: a generic word a term that other traders may need to use in relation to the same kinds of goods or services identical with or deceptively similar to a pending or registered trade mark likely to mislead the public about the nature of the goods or services scandalous or against the law Note: registration of a business, company or domain name does not in itself give proprietary rights
Legislative requirements may include:	the Trade Marks Act 1995 Section 52 of the Trade Practices Act 1974
Other forms of trade mark protection include:	common law by the passing off action consumer protection provisions of Trade Practices Act (Commonwealth) and State fair trading acts reviewing and proliferating confidentiality agreements within organisation or among people who may need to know about the trade mark before application for registration is lodged so as to keep the trade mark secret
Benefits include:	trader protection, e.g. protecting reputation of traders, facilitating advertising, encouraging brand loyalty, building brand value, persuading consumers to try new products under the established brand consumer protection, e.g. to facilitate choice between competing goods and services
Commercialisation potential may include:	considering the trade mark as an asset that can be bought, sold or licensed utilisation of the trade mark as a marketing tool and the basis for building a brand
Sources of information and advice may include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property trade mark attorneys and patent attorneys accountants business advisors marketing consultants branding consultants copyright collecting societies, e.g. CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet databases e.g. local and international trade mark databases
Searching databases may include using the following:	IP Australia's trade marks database which lists all the registered and pending trade marks the Australian Securities and Investment Commission database, which lists all registered and reserved business names (www.asic.gov.au) any other information source that is relevant to the goods or services provided by the applicant, e.g. trade directories, Yellow Pages
Investigating may involve:	using search engines on the Internet reviewing relevant industry journals, articles, advertising, etc. Note: The purpose is to determine whether competitors have used the proposed trade mark, or a similar mark, and developed a reputation in the mark
Processes include:	completing an approved form prescribed by the regulations, including graphically representing the trade mark on the application paying a specified fee having the application approved by a trade marks examiner
International trade mark registration includes:	filing for protection with the trade mark offices of overseas countries filing for protection under the Madrid Protocol through IP Australia to seek trade mark registration in a range of countries with a single application
Monitoring may include:	observing the activities of competitors watching the market for potential trade mark infringements
Measures may include:	bringing actions against an alleged infringer under: the Trade Marks Act 1995 Section 52 of the Trade Practices Act 1974 the common law tort of passing off bringing an opposition against, or seeking removal of, other trade marks which may infringe
Payment of renewal fees may refer to:	ensuring that the required fees are paid to periodically renew the trade mark registration licence fees to ensure the use of another organisation's trade mark
Proper use of trade mark includes:	ensuring that the trade mark is used 'as a trade mark', otherwise it may become vulnerable for removal using the mark with the correct notation (e.g.TM or ( R ))

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR404A Protect and use innovative designs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to protect the appearance or look of manufactured or hand made articles as registered designs. It covers identifying the need for protection, the process of design registration, monitoring and protecting registered designs, and using registered designs commercially. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals and organisations who are involved in creating industrial or fashion designs across a variety of work environments.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the need for protection of innovative designs	1.1. Research what constitutes a registrable design and what exclusive rights are obtained through registration 1.2. Identify legislative requirements governing design registration 1.3. Research prior art to determine what has already been published or registered in the area of design 1.4. Assess whether copyright provides protection and determine adequacy of non-registrable protection 1.5. Identify innovative designs within own organisation with commercial potential 1.6. Evaluate and make recommendations for commercialisation potential of innovative designs
2. Identify and initiate application for protection of innovative designs	2.1. Identify sources of information and advice regarding protection of innovative designs 2.2. Evaluate the role of intellectual property professionals in the registration process 2.3. Identify processes required for the application for registration of a design 2.4. Identify process for international design registration 2.5. Participate in a design registration process and, if applicable, provide relevant information to an intellectual property professional
3. Monitor the market and protect and use registered design	3.1. Identify and review organisation policies and procedures to protect and use the organisation's designs correctly 3.2. Identify and establish processes to use own and others' registered designs for business growth 3.3. Ensure that procedures are followed for the organisation to maintain innovative design protection 3.4. Ensure all employees are aware of the importance to the organisation of the protection of designs, and implement training, if required 3.5. Monitor the market for possible infringements of registered designs 3.6. Pursue appropriate legal measures to protect designs against infringements, if required, using appropriate professional advice 3.7. Identify and review organisation policies and procedures to ensure all employees respect the work of other designers in fair and open competition

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
research skills to identify rules governing design registration and search databases analytical skills to identify commercial potential of innovative designs and their registration applicability literacy skills tointerpret IP Australia's design registration procedures and contribute to an innovative design protection application problem solving skills to act on potential infringement issues
Required knowledge
application guidelines, formats and procedures to protect innovative designs overview of relevant legislation concerning designs, including the overlap of intellectual property rights between design protection and copyright sources of information and advice about protection of designs

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of issues for the use, management and protection of innovative designs implementation of policies and procedures for the use, management and protection of innovative designs and legitimate use of others' designs
Context of and specific resources for assessment	Assessment must ensure: access to relevant information on the individual or organisation's innovative design protection requirements and procedures access to reliable and appropriate explanatory material and guidelines access to appropriate computer resources for establishment and maintenance of policies and procedures
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 portfolio of evidence oral or written questioning to assess knowledge of protection of innovative designs and its implications for the organisation development of action plans for implementation of policies and procedures for the protection of innovative designs, and commercialisation of innovative designs analysis of case studies ofissues about protection of innovative designs, with recommendations for action
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from BSB07 including other units relating to intellectual property

Range Statement

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.
Registrable design refers to:	the appearance or look of a manufactured or hand made article that is: new and distinctive not substantially similar in overall impression to designs in the prior art distinctive in the view of the Informed User not used or shown in public before first application design protection may not be appropriate to protect: how a product works or functions items that are primarily artistic or literary in nature
Exclusive rights are defined as:	the right to prevent others from making, using and exploiting a design for a product, in relation to which the design is registered, for a specified period of time exclusive rights are limited in the following ways: infringement may not occur if the design is used on a product outside of the scope to that for which the design was registered certain repairs may not infringe the design where the product is a component part of a complex product protection does not cover the design features if only the idea of the general functional features are copied, as a product's function cannot be protected under design protection does not cover the underlying idea of the design, only the actual design
Legislative requirements refer to:	Designs Act 2003 Design Regulations Copyright Act 1968
Prior art is defined as:	all information in the public domain relating to previous designs that may impact on the design's originality
Non-registrable protection may include:	trade secrets confidentiality agreements and non-disclosure agreements
Commercialisation potential may include:	licensing the design to third parties for a fee or under certain conditions profiting from the manufacture and sale of a registered design
Sources of information and advice include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property trade mark attorneys and patent attorneys accountants business advisors marketing consultants branding consultants copyright collecting societies, eg CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet design databases
Processes may include:	reviewing and proliferating confidentiality agreements within organisation or among people who may need to know about the design before application for registration is lodged so as to keep the design secret carrying out searches on relevant databases including: bibliographic and pictorial searches on IP Australia's website pictorial or representation searches in the public domain drafting a completed application form preparing copies of representations of the design in relation to a product the application process may also include, if desired or requested: requesting an examination considering the value of a Statement of Newness and Distinctiveness to identify particular visual features of the design as new and distinctive responding to any adverse findings the Registrar of Designs may identify during the examination process considering any material submitted by a third party to dispute the Newness and Distinctiveness of the design
International design registration may include:	filing for design registration with the relevant offices of a foreign country Signatory states to the international convention for design protection allow for the priority date assigned to the design in Australia to be obtained internationally if applied for within six months of lodgement in Australia
Maintain protection may include:	keeping track of registration expiration dates applying for renewal of registration
Monitoring may include:	observing the activities of competitors scanning the market for potential design infringements regular or ad-hoc searching of design applications and/or registrations locally or internationally
Legal measures may include:	seeking legal advice from an appropriate professional requesting examination of suspected infringements bringing infringement proceedings against a party suing a party who has imported any infringing designs into Australia suing a party who has sold, or offered for sale, any product infringing their rights in the design implementing other business, regulatory or market strategies within legal means

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR405A Protect and use intangible assets in small business

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to effectively protect and exploit the intellectual property of a small business. It focuses on identifying and valuing intangible assets, implementing measures to protect and commercialise these assets as well avoiding the infringement of others' intellectual property rights. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who either operate a small business or who are investigating the establishment of a small business. It particularly applies to small businesses that have intangible assets with market value which require protection, and which can be used to improve business performance. Intangible assets refer to assets which may be protected under a range of intellectual property legislation, including patents, trade marks, designs and copyright, as well as protection under other techniques, such as common or contract law. This unit encourages small business owners to seek expert advice from intellectual property professionals when required for the protection of intellectual property.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and value intangible assets which are key to the small business	1.1. Identify intangible assets, which are a key to the ongoing success of the small business, through an intellectual property audit 1.2. Research appropriate sources of information and advice for protecting and effectively exploiting the small business's intangible assets, and seek professional advice when required 1.3. Value intangible assets so they can be incorporated into the business plan and risk assessment strategy
2. Identify and select types of protection available for intangible assets	2.1. Identify the types of protection for intangible assets, including registered and unregistered protection 2.2. Identify relevant legislative requirements in relation to the proper use and protection of intangible assets 2.3. Calculate the likely costs, risks and benefits of potential types of protection available 2.4. Assess organisational requirements, and balance costs and benefits to select the most appropriate methods to protect and use intangible assets
3. Implement appropriate protection for intangible assets	3.1. Ensure all employees, partners and directors are aware of the importance to the small business of protection of intangible assets 3.2. Implement confidentiality agreements if appropriate with employees and others who might have access to commercially sensitive information 3.3. Search appropriate databases and other resources to determine whether the small business's intangible assets are original, to avoid infringement of the intangible assets of others 3.4. Follow procedures to protect intangible assets according to the type of protection required, using appropriate intellectual property professionals 3.5. Develop and implement processes for detecting and defending infringements against the small business's intangible assets 3.6. Monitor the market for possible infringements of protection of intangible assets and take appropriate action if required
4. Develop and implement processes to avoid infringement of the rights of others	4.1. Develop and implement processes so that the small business does not infringe others' intellectual property rights 4.2. Ensure all employees are aware of and understand the importance of avoiding the infringement of others' intellectual property rights
5. Use and commercialise the small business's and others' intangible assets	5.1. Identify options for exploiting and commercialising own intangible assets 5.2. Identify intellectual property of others that can legally be used by the small business for business advantage 5.3. Identify taxation, accounting and financial reporting requirements for any gains made from commercialisation of intangible assets

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
research and analytical skills to investigate and interpret relevant legal requirements in relation to protection of intangible assets numeracy skills to understand the value of intangible assets organisational skills to develop processes to protect, use and exploit intangible assets communication skills to provide information to relevant personnel about intellectual property
Required knowledge
basic knowledge of types of intellectual property and the key characteristics of each the range of intellectual property residing with the organisation basic knowledge of relevant legislative requirements as they apply to the job role

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of issues for the use, management and protection of intangible assets implementation of policies and procedures for the use, management and protection of intangible assets and legitimate use of others' intangible assets in a small business context
Context of and specific resources for assessment	Assessment must ensure: access to a small business, either own, other or proposed, for exploration of intangible assets access to relevant documentation, including explanatory materials and guidelines access to appropriate computer resources for establishment and maintenance of policies and procedures
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 portfolio of evidence oral or written questioning to assess knowledge of intellectual property and its implications for the organisation development of action plans for implementation of intellectual property policies and procedures, and commercialisation of intangible assets analysis of case studies around intellectual property issues, with recommendations for action presentation to financial backers or others showing how intangible assets will be protected and commercialised
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBSMB401A Establish legal and risk management requirements of small business BSBSMB403A Market the small business

Range Statement

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.
Intangible assets may include:	brand business name customer/client list computer systems software confidential information copyrights core technology database design distribution agreements domain name employees' specialist knowledge goodwill ideas innovation invention logo packaging patent practical application of a good idea process product promotional materials secret recipe, process, formula standard of service/unique service technique trade mark trade secret training manuals
Intellectual property audit refers to:	a systematic review of the intellectual property owned, used or acquired by a person or organisation. It includes: identifying products or services that are key to the small business identifying intangible assets and the legal rights in relation to protection of the assets understanding what market advantage these rights give the small business
Sources of information and advice may include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property trade mark attorneys and patent attorneys accountants business advisors marketing consultants branding consultants copyright collecting societies, e.g. CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet databases e.g. local and international trade mark databases
Value may include:	using processes in accordance with accepted accounting standards and with the assistance of appropriate professionals: calculating how much time would be required to develop these assets from scratch estimating how much a competitor might pay to buy or use these assets estimating how much of the organisation's profit is attributable to the assets
Business plan may include:	executive summary objectives description of the business legal requirements, including intangible assets selling and marketing strategy research and development plan production or operating strategies ownership and management plan funding strategy financial plan strengths, weaknesses, opportunities and threats, including intangible assets
Types of protection may include:	copyright registered patents registered and unregistered trade marks registered company name, business name, domain name registered designs trade secrets sui generis protection (e.g. plant breeders and circuit layouts) moral rights
Registered protection refers to:	protection which occurs through the registration of the particular intangible assets, e.g. trade marks, patents and designs
Unregistered protection refers to:	protection which occurs automatically by law, without the need for registration, e.g., copyright, moral rights and common law trade marks
Legislative requirements may include:	Business Names legislation Copyright Act 1968 Designs Act 2003 Patents Act 1990 Trade Marks Act 1995 Trade Practices Act 1974 and State/Territory fair trading legislation
Confidentiality agreements may refer to:	an agreement between a party with confidential information and a party to whom that confidential information will be disclosed (e.g. potential partners and financial backers, employees) outlining conditions of the disclosure and permitted use of the information
Appropriate databases may include:	public registers of registered Australian and international patents, trade marks, designs and plant breeders' rights Note: these may be accessed via IP Australia's website or through use of a commercial search company or patent and trade mark attorney
Others' intellectual property rights may be infringed through unlicensed use of:	brands, logos, packaging, colours domain names, business and company names inventions, innovations, business methods designs content, e.g. photos, text, images software music film technology in new invention
Commercialising intangible assets may include:	franchising licensing selling off business and/or processes, inventions, brands, etc. manufacturing
Gains may include:	proceeds from: sales franchising licensing use of the intellectual property or associated products

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR501A Manage intellectual property to protect and grow business

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to protect, secure and effectively use intangible assets of value to an organisation. It focuses on establishing and maintaining systems to protect and exploit an organisation's intellectual property to ensure business growth. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers or coordinators who take an active role in recognising, securing and commercialising intangible assets which contribute to the organisation's profitability, productivity, product or service delivery, and market leadership. These managers and coordinators may work in a range of industry or other contexts and may have responsibility for managing people, systems or processes.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the organisation's intellectual property assets and rights	1.1. Identify the intangible assets residing within the organisation and how they can be protected 1.2. Identify the sections of the organisation in which intellectual property is created, procured or transferred and for which management is required 1.3. Research intellectual property rights appropriate to the organisation according to legislative requirements 1.4. Identify and access sources of information and advice for protection of the organisation's intellectual property 1.5. Conduct a cost-benefit analysis of protecting intellectual property and determine risks 1.6. Identify and use appropriate intellectual property professionals to initiate processes to protect intellectual property, according to the type of intellectual property protection required
2. Create a strategy to manage the organisation's intellectual property	2.1. Review or create an organisational strategy, and review or develop policies and procedures for protection, management and use of intellectual property as part of the organisation's business strategy 2.2. Plan and implement an intellectual property audit and establish or review the value and use of the organisation's intangible assets inventory 2.3. Plan and make recommendations for implementation of a strategy for business growth through use of organisation's intellectual property 2.4. Plan and implement strategies to ensure employees, partners and contractors protect the organisation's and others' intangible assets 2.5. Establish or review procedures to securely record and store documentation related to the organisation's intangible assets
3. Monitor and maintain organisational strategies for the protection and use of intellectual property	3.1. Monitor and review strategies, policies and procedures for the identification, protection and use of intellectual property regularly to ensure they are working effectively, and make changes if required 3.2. Manage the identification of potential infringement of organisation's intellectual property rights, and ensure appropriate action is taken 3.3. Promote a culture of compliance and respect for other organisations' and individuals' intellectual property rights
4. Manage the commercialisation of the organisation's intellectual property to ensure business growth	4.1. Research the role intellectual property will play in the strategic plans of the organisation 4.2. Contribute to the implementation of the commercialisation of the organisation's intellectual property 4.3. Manage the review of the activities of existing or potential competitors and assess their impact on the organisation's intangible assets 4.4. Access and effectively use others' intellectual property within legal guidelines for business advantage

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and analytical skills to conduct audits and make recommendations for compliance and commercialisation of intellectual property interpersonal skills to foster a positive culture of compliance within the organisation marketing skills to contribute to the commercialisation of the organisation's intellectual property problem solving skills to address intellectual property compliance issues research skills to find and interpret relevant legislation in relation to the particular types of intellectual property
Required knowledge
types of intellectual property protection and time restraints on protection relevant legislation and regulations relating to intellectual property rights potential sources of information and advice about intellectual property business and marketing advantages of intellectual property protection strategic and business planning options for commercialisation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of the types of intellectual property within the organisation and the relevant legislation protecting them establishment or review of strategies, policies and procedures for the management and use of own and others' intellectual property identification of commercialisation potential of an organisation's intellectual property
Context of and specific resources for assessment	Assessment must ensure: access to relevant organisational strategies, policies and procedures; or access to information to allow for the design of these policies and procedures access to relevant legislation and regulations as they relate to intellectual property access to appropriate computer resources for online search and report preparation
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: analysis of data collected on intangible assets and their compliance requirements within an organisation direct questioning combined with review of portfolio of evidence and third party workplace reports of on-the-job performance by the candidate, to demonstrate the establishment of strategies, policies and procedures to manage an organisation's intellectual property third party reports to demonstrate how the candidate promoted a culture of respect for the intellectual property of others presentation to appropriate personnel on the commercialisation of a range of intellectual property within the organisation oral or written questioning about relevant legislation as it relates to the organisation's intellectual property
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBRSK501A Manage risk other management units from BSB07

Range Statement

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.
Intangible assets may include:	brand business name customer/client list computer systems software confidential information copyrights core technology database/customer list design distribution agreements domain name employees' specialist knowledge goodwill ideas innovation invention logo packaging patent practical application of a good idea process product promotional materials secret recipe, process, formula standard of service/unique service technique trade mark trade secret training manuals
Sections of the organisation may include:	any section of the organisation that creates products or services that may be protected by intellectual property rights, or that is responsible for the management of intellectual property, including: design department marketing department research and development department product development group human resource department production, administration or service delivery legal services unit
Intellectual property refers to:	the output of the mind or intellect rather than tangible objects. It includes: copyright trade marks patents designs plant breeder's rights circuit layout rights confidential information/trade secrets
Intellectual property rights may refer to:	the exclusive rights associated with the relevant intangible asset the right to prevent use by others of the intangible asset
Legislative requirements may include:	Business Names legislation Copyright Act 1968 Designs Act 2003 Patents Act 1990 Trade Marks Act 1995 Trade Practices Act 1974 and State/Territory fair trading legislation
Sources of information and advice may include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property trade mark attorneys and patent attorneys accountants business advisors marketing consultants branding consultants copyright collecting societies, e.g. CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet databases, e.g. local and international trade mark databases
Intellectual property audit may involve:	a systematic review of the intellectual property owned, used or acquired by a person or organisation, including: products or services that are key to the organisation intangible assets and the legal rights that constitute them in relation to the goods or services what market advantage these rights give the organisation rights under which the organisation uses intellectual property gaps or weaknesses in the organisation's intellectual property and rights the valuation and recording of such intangible assets in accordance with accepted accounting standards
Intangible assets refer to:	registered forms of intellectual property, such as patents and trade marks unregistrable forms of intellectual property, such as copyright, client lists, know how, staff and training programs
Strategies may include:	preparation of employer, contractor and supplier contracts which protect the organisation's intellectual property, so that: the organisation's intellectual property is not introduced into other organisations ownership of the intellectual property is established, e.g. external contractors designing training materials for an organisation licensing, assignment or transfer of the organisation's intellectual property to other parties for the benefit of the organisation or its stakeholders conducting appropriate clearance searches and investigations
Documentation may include:	deeds registration certificates licence agreements contract and end user licence agreements employment contracts
Infringement occurs when:	someone consciously or inadvertently uses another party's intellectual property without their permission
Compliance is important to:	identify and where necessary take action to prevent breaches of laws and regulations in relation to intellectual property, to: avoid costly legal decisions be a good corporate citizen
Commercialisation may include:	utilising intellectual property with the aim of producing financial or other commercial gain, and/or public benefit, including: adapting applying assigning copying developing licensing making publishing selling using

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBIPR601A Develop and implement strategies for intellectual property management

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to obtain a strategic advantage from developing and implementing strategies for the management of intellectual property. It covers the evaluation of approaches to the management of intellectual property, and focuses on establishing, implementing, evaluating and monitoring an organisation's intellectual property strategy. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to directors or managers who take an active role in recognising and securing intangible assets which contribute to the organisation's profitability, productivity and market leadership. These managers and coordinators may work in a range of contexts and may have responsibility for managing people, systems or processes.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate approaches to the management of intellectual property	1.1. Analyse strategic and operational plans to determine intellectual property requirements 1.2. Identify sources of information and advice regarding approaches to the best practice management of intellectual property 1.3. Determine the implications and potential strategic advantage from protection of intellectual property 1.4. Determine the implications and potential strategic advantage from adopting a collaborative approach to intellectual property 1.5. Determine the implications and potential strategic advantage from adopting an open source approach to intellectual property
2. Establish a strategy for managing intellectual property	2.1. Develop an intellectual property strategy for management and use of own and others' intellectual property in line with the organisation's strategic goals or plans 2.2. Examine requirements and options for commercialisation or effective use of intellectual property 2.3. Establish required documentation for the management of the intellectual property strategy 2.4. Develop strategies for addressing intellectual property infringement 2.5. Ensure intellectual property strategy complies with legislative requirements and organisational policies 2.6. Communicate intellectual property strategy to key stakeholders within the organisation and externally
3. Evaluate proposed intellectual property strategy	3.1. Obtain legal and other professional advice regarding the proposed intellectual property management strategy 3.2. Identify and evaluate the benefits from the proposed intellectual property management strategy 3.3. Identify and evaluate the disadvantages, costs and risks of the proposed intellectual property management strategy 3.4. Adjust strategy according to legal advice and evaluation 3.5. Establish, document and present the business case for adopting the proposed intellectual property management strategy to senior management, directors and other key stakeholders
4. Implement and monitor the intellectual property management strategy	4.1. Work with others to ensure the implementation of the strategy 4.2. Monitor and evaluate the strategy and its implementation and report to senior management, directors and other key stakeholders 4.3. Make changes to strategy and its implementation as required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report on proposed strategy and develop any required documentation, such as licence agreements financial and analytical skills to prepare a business case for the proposed strategy information technology and research skills to find and interpret relevant information about intellectual property conceptual skills to design an organisational strategy demonstration of characteristics of responsible business practice and ethical behaviour
Required knowledge
types of intellectual property as they relate to the organisation alternative strategies for the organisation's intellectual property relevant legislation and regulations relating to the organisation's intellectual property rights potential sources of information and advice about intellectual property

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification of intellectual property rights appropriate to the types of intellectual property within the organisation and the relevant legislation establishment of strategies for the management of intellectual property feasibility study outlining alternative strategies, with risk analysis and cost-benefit analysis of each alternative recommendations for and implementation of commercialisation of intellectual property
Context of and specific resources for assessment	Assessment must ensure: access to relevant legislation and regulations as they relate to intellectual property access to appropriate computer resources for online search and report preparation access to sources of information and advice
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: analysis of intellectual property strategy alternatives direct questioning combined with review of portfolio of evidence and third party workplace reports of on-the-job performance by the candidate, to demonstrate the establishment of strategies to manage an organisation's intellectual property presentation to appropriate personnel on the commercialisation of a range of intellectual property within the organisation, or the chosen intellectual property strategy oral or written questioning about relevant legislation as it relates to the organisation's intellectual property strategy
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other management units from BSB07

Range Statement

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.
Intellectual property refers to:	the output of the mind or intellect rather than tangible objects, including: copyright trade marks patents designs plant breeder's rights circuit layout rights confidential information/trade secrets
Sources of information and advice may include:	IP Australia Attorney-General's Department Australian Copyright Council State and Commonwealth government agencies lawyers specialising in intellectual property trade mark attorneys and patent attorneys St James Ethics Centre accountants business advisors marketing consultants branding consultants copyright collecting societies, eg CAL, PPCA, MIPI, APRA, AMCOS publications websites, Internet databases, e.g. local and international trade mark databases
Strategic advantage may refer to:	the relative standing against competitors in the global market place the strategic benefit of the organisation's clients or stakeholders
Protection may include:	protection through a range of legislation, including: Copyright Act 1968 Designs Act 2003 Patents Act 1990 Trade Marks Act 1995 Trade Practices Act 1975 and State/Territory free trading legislation business names legislation
Collaborative approach may include working with:	specific partners the industry, both nationally and internationally
Open source refers to:	the creative practice of appropriation and free sharing of found and created content
Intellectual property strategy may include:	an approach of: protection collaboration open source mix of the above developing a global intellectual property strategy links to: risk management strategy business and marketing plans organisational training needs
Commercialisation may include:	utilising intellectual property with the aim of producing financial or other commercial gain, and/or public benefit, including: adapting applying assigning copying developing licensing making publishing selling using
Documentation may include:	documented portfolio of intangible assets intellectual property agreements or licences register policies and procedures
Strategies for addressing intellectual property infringement may involve:	identifying threats to the organisation from intellectual property infringement determining the cost of litigation or other actions against intellectual property infringement determining the impact of intellectual property infringement establishing a business case for the intellectual property infringement strategy licensing intellectual property on negotiated terms
Infringement occurs when:	someone consciously or inadvertently uses another party's intellectual property without their permission
Business case consists of:	a feasibility study with a cost-benefit analysis
Implementation may include:	overseeing the: development of policies and procedures around the strategy development of a communication strategy for internal and external stakeholders development of information sessions and training around relevant aspects of intellectual property development of required documentation, e.g. licence agreements negotiation of use of own and/or others' intellectual property
Monitoring may include:	consulting key stakeholders to provide feedback on the strategy reviewing documentation in relation to the strategy, eg licence agreements or sharing arrangements analysing profit from commercialisation of intangible assets reviewing any potential or real infringements of intellectual property which could have an impact on the organisation reporting of implementation of the strategy and its variation to the intended strategy applying corrective action where required

Unit Sector(s)

Unit sector

Competency field

Competency field	Regulation, Licensing and Risk - Intellectual Property

Co-requisite units

Co-requisite units

BSBITA401A Design databases

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and develop a database (including queries, forms and reports) to meet a defined need using existing data. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who create databases to store and retrieve data using commercially available database software. They may provide administrative support within an enterprise, or may be independently responsible for designing databases relevant to their own work roles.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Design database	1.1. Review organisational and task requirements to confirm scope and functionality of database design, including data redundancy 1.2. Develop a logical data model to identify and classify data into types 1.3. Select appropriate software according to organisational and task requirements and required scope and functionality of database 1.4. Confirm database design with appropriate person
2. Develop database	2.1. Set field attributes according to data type and link databases by a common field in accordance with software procedures 2.2. Identify primary key to uniquely identify data 2.3. Identify foreign keys to establish associations between data 2.4. Use software functions and formulae to meet organisational and task requirements 2.5. Create password and access system according to organisational and task requirements
3. Develop queries, forms and reports	3.1. Develop queries as required by organisational and task requirements 3.2. Develop input screens or forms in order to access required data 3.3. Develop reports according to organisational and task requirements
4. Test and finalise database	4.1. Populate database with sample dataset for testing 4.2. Assess and document effectiveness of data relationships, queries forms and reports 4.3. Address any errors in database design 4.4. Name and store database in accordance with organisational requirements and exit the application without data loss or damage 4.5. Confirm database readiness with appropriate person

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret and evaluate the purposes and features of databases numeracy skills to utilise software functions and formulae, and to establish data relationships and queries planning and organising skills to establish database design problem-solving skills to address inconsistencies in database design and data relationships.
Required knowledge
advanced functions of database software applications impact of formatting and design on the presentation and readability of data key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: producing a database containing a minimum of three tables and incorporating queries, reports and forms knowledge of advanced functions of database software app.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to sample data.
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 databasedesign review of database testing demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: IT use units other IT analysis and design units.

Range Statement

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.
Organisational and task requirements may include:	business requirements consistent corporate image, including colour schemes and company logo established guidelines and procedures for data usage existing database templates final output requirements for data house styles observing copyright legislation organisation name, time, date, document title, filename or other fields in headers and footers technical operating environment and platform
Scope and functionality of database may include:	concurrency of access requirements data relationships data structures forms queries reports screens security features table relationships
Software may include:	commercial software applications organisational specific software
Appropriate person may include:	clients colleagues supervisors
Software functions may include:	adding, deleting, moving, re-labelling fields altering field widths calculations, formula data protection field definitions and attributes formatting fields formatting text headers and footers inserting and deleting blank lines and spaces macros append delete edit exit list print query report repeating (if available) table, form and report wizards
Formulae may include:	formulae addition average combinations of formulae count division maximum minimum multiplication subtraction sum
Naming and storage may include:	authorised access filing locations organisational policy for backing up files organisational policy for filing hard copies of spreadsheets security storage in folders and sub-folders storage on disc drives, CD-ROM, USBs, tape or server back-up

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Analysis and Design

Co-requisite units

Co-requisite units

BSBITA601A Configure and optimise customer contact technology

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Outdated advice removed

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to establish optimal functionality and efficiency from technologies by configuring them to best suit operational needs.

Application of the Unit

This unit is applied in a customer contact environment where complex technology is employed and where the configuring of this technology is undertaken on an ongoing basis to maximise efficiencies and benefits to the organisation.

Competence in this unit requires comprehensive knowledge of customer contact technology, an appreciation of alternative and emerging trends and options in technology, and highly developed analytical skills to maximise the effectiveness and efficiency of the technology. Well developed understanding of business objectives and goals and cost benefit analysis are also required.

This role may be undertaken by those with managerial responsibility or specialist staff, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Analyse current capability of customer contact technology	1.1. Clearly specify the role of customer contact technology in customer contact operations 1.2. Recognise the scope of the functions supplied by the technology 1.3. Accurately align the capabilities of the technology to current and potential operational needs
2. Benchmark competing new technology applications	2.1. Identify specific operational needs that can be met by technology 2.2. Identify range of functions and capabilities supplied by benchmarking competing technologies 2.3. Select critical features of competing technologies for analysis 2.4. Conduct an analysis of technologies using cost effective processes 2.5. Select or report on appropriate new technology by considering the analysis of critical features
3. Develop a customer contact system configuration	3.1. Identify and analyse business model to be facilitated by technology 3.2. Identify the required technology components 3.3. Identify all specific contact pathways to be managed by technology 3.4. Arrange configuration of technology to satisfy the business model and contact pathways 3.5. Develop comprehensive testing program to ensure delivery and reliability of new configuration 3.6. Evaluate configuration against business model dimensions
4. Develop a strategy to optimise current technology	4.1. Identify unused capacity in existing technology 4.2. Identify applications for unused capacity appropriate to operational or business models 4.3. Develop a strategy for exploiting additional capacity 4.4. Assess the cost and efficiency of the strategy against available resources and budgets 4.5. Recommend a course of action in accordance with the assessment

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills
analytical skills to interpret, report and recommend actions from complex data and information attention to detail interpersonal skills to establish rapport, to build relationships with team members and stakeholders, and to establish effective networks literacy skills to develop reports which deal with complex ideas and concepts, and to articulate ideas and information effectively numeracy skills to analyse, manipulate and validate data, specifications and reports problem-solving skills to develop creative and innovative solutions project management skills to ensure that quality project management techniques are employed at all times research skills to ensure that all options are explored and recommendations are comprehensive and balanced report writing and presentation skills risk management skills to ensure that planning is balanced and risk averse.
Required knowledge
benchmarking principles budgeting and cost benefit analysis principles business case preparation principles business objectives and goals customer contact technologies - communications technologies, automatic call distributor (ACD) systems, interactive voice response (IVR) systems, databases, computer telephony integration (CTI) systems, prescriptive dialling, computer-based customer relationship management (CRM) systems, information management systems formal and informal communication and consultation processes, and key personnel related to communication needs of both internal and external customers operational budget and business plan.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysis, benchmarking, configuration and optimisation of customer contact technology knowledge of customer contact technologies.
Context of and specific resources for assessment	Assessment must ensure: access to workplace information, reporting and data access to either stakeholder feedback or stakeholders access to relevant standards and guidelines.
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 documentation and research related to technology, benchmarking, business objectives, financial imperatives review of benchmarking reports review of stakeholder feedback review of documentation of a strategy for optimising unused capacity in customer contact technology oral and/or written questioning to assess knowledge of business objectives including financial and business planning review of risk assessment process.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Customer contact technology may include:	CRM systems CTI systems intranet- or internet-based database systems local or network-based ACDs web software systems or other technology which supports customer contact operations
Benchmarking competing technologies may include:	assessment from specifications and information presented by potential vendors identifying organisations using different brands or versions of technology and comparing performance and functionality of other options using operating data and direct testing to compare the performance of two or more competing technology products - analysis is usually performed with reference to the required solution
Critical features may include:	capacity compatibility with existing systems ease of implementation end user friendliness future expansion of the connection speed of operation support
Contact pathways may include:	email traditional telephony call pathways web pathways other electronic communication pathways such as fax, short message service (SMS) or chat room

Unit Sector(s)

Information and Communications Technology - IT Analysis and Design

BSBITB501A Establish and maintain a workgroup computer network

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish a workgroup computer network with an information technology consultant and to manage the network by keeping records, responding to problems, assisting users and providing training. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who are required to apply broad knowledge of computer networks; they may be responsible for installing and maintaining the network, but they will work closely with computer professionals in all aspects of this process. In doing so, they may provide administrative support within an enterprise, or may have been delegated these responsibilities for their workgroup or organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Manage establishment of a workgroup network	1.1. Determine current and anticipated future network requirements with nominated person in accordance with organisational policy and budgetary constraints 1.2. Ensure selected network is compatible with current organisational software, hardware and work practices 1.3. Obtain and install equipment in accordance with organisational requirements and manufacturers' instructions 1.4. Install software in accordance with organisational requirements and the manufacturers' instructions 1.5. Ensure establishment of network promotes efficiency and access for users
2. Manage maintenance of a workgroup network	2.1. Establish and maintain records to ensure control and security of hardware and software stock, in accordance with organisational policy and procedures 2.2. Respond to network problems and rectify minor faults in accordance with organisational requirements 2.3. Report major problems and consult computer experts in accordance with organisational policy and procedures 2.4. File and store software in accordance with organisational procedures 2.5. Recommend improvement suggestions for the network to appropriate personnel
3. Assist and train network users	3.1. Provide training for staff in using the network in accordance with needs 3.2. Assist network users to maximise network potential 3.3. Examine user skills and provide access to appropriate training to improve individual and workgroup efficiency of network use

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to follow complex oral instructions when using new technology, to respond to a complex enquiry or complaint and to give complex instructions literacy skills to read and interpret complex technical procedures, and to clarify purchasing information on software and hardware for workgroup computer network research skills to seek information on the most appropriate hardware and software to suit the organisation's needs problem-solving skills to identify the best course of action if a difficulty arises in operating the workgroup network teamwork skills to work with others to ensure the success of the network.
Required knowledge
features of computer networking key provisions of relevant legislation from all forms of government, codes and standards that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws copyright occupational health and safety organisational policies and procedures relating to the tasks required software licensing rights and responsibilities.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying principles of computer networking identifying and addressing common problems and arising issues consulting and negotiating with IT professionals.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and networked computers access to software.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other information and communications technology units.

Range Statement

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.
Network requirements may include:	hardware, mainframes, servers internal/external maintenance memory size necessary skills and knowledge scalability set up needs software, operating system, application packages, programming virus scanners, security requirements
Nominated person may include:	external consultant IT department or section IT manager management service provider supervisor system users
Equipment may include:	computers, hardware, peripherals modem server, software
Software may include:	accounting anti-virus database internet organisation specific software page layout printer spreadsheet word processing
Efficiency and access for users may include:	clear instructions or guidelines, user guides easy to use eliminates or minimises duplication in electronic storage of information ensures accuracy and security of data firewalls gateways improves reporting processes logical set up maximises access to information multiple users reduces processing time security needs timely training
Records may include:	asset register details of software licences, locations of software within organisation file register index cards inventory lists log books requisition forms
Control and security may include:	allocation of folders and sub-folders limited number of users, limited time period for usage monitoring stock level restricted and authorised access storage conditions and requirements use of passwords and log-ins
Network problems may include:	damaged cabling human error memory full server crashing virus
Rectifying minor faults may include:	anti-virus software clearing memory space reloading software repairing or replacing parts resetting server
Computer experts may include:	computer service centre external consultant IT supervisor or manager online help supplier and manufacturer
Filing and storing software may include:	archiving creating back-up copy external storage file register, electronic or paper-based fire proof , heat proof , humidity proof storage organisation records room organisation storeroom
Training may include:	expert demonstration information sessions one-on-one workshops
Network users may include:	organisation personnel external clients
Maximising network potential may include:	access to information effectiveness efficiency multiple users reporting facilities usefulness
Examining user skills may include:	observing surveying testing and assessment

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Building and Implementation

Co-requisite units

Co-requisite units

BSBITB701A Implement advanced electronic technologies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to improve business, learning and knowledge outcomes through implementing advanced electronic technologies, as a member of a senior management team. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders or managers working to ensure learning advances individual and organisational capabilities. Leaders in learning should be able to implement advanced electronic technologies such as those associated with electronic business (e business) models; electronic retail (e retail) sales, service and payment solutions; mobile and wireless technologies; and technologies relating to the management of the supply chain. Operational management in relation to introducing technologies to enhance business processes may involve complex judgements. This unit may relate to learning activities within a small to medium sized organisation or to a significant unit of activity in a large organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement electronic technologies to advance business models	1.1. Determine and communicate to stakeholders the commercial set up of the business to supply electronic commerce (e-commerce) products or services 1.2. Analyse and evaluate e-business models appropriate to a specific operational context 1.3. Implement arrangements for conducting e-commerce appropriate to data management, and business and organisational requirements 1.4. Ensure e-business models interoperate technically and operationally with organisation's management of customer service, performance, learning and decision support 1.5. Implement customer authentication and transaction systems appropriate to business and organisational requirements 1.6. Review and report opportunities to improve e-commerce infrastructure, systems and solutions
2. Implement electronic technologies to advance retail sales operations	2.1. Determine and communicate to stakeholders the commercial set up of the business to supply e-retail services 2.2. Analyse and evaluate appropriate e-retail tools and processes 2.3. Align e-retail strategy with business strategies, and business and organisational requirements 2.4. Implement arrangements for conducting e-retailing appropriate to business and organisational requirements 2.5. Review and report opportunities to improve e-retail infrastructure, systems and solutions
3. Implement electronic technologies to advance mobile operations	3.1. Identify and communicate to stakeholders, range of options available in mobile computing devices and mobile technologies appropriate to business unit and organisational requirements 3.2. Confirm trends in mobile commerce and related systems 3.3. Research trends in mobile internet and other communication networks 3.4. Implement arrangements for mobile commerce and related systems appropriate to business and organisational requirements 3.5. Review and report opportunities to improve mobile electronic infrastructure, systems and solutions
4. Implement electronic technologies to advance supply chain management	4.1. Determine and communicate to stakeholders the commercial set up of the business to electronically manage a supply chain 4.2. Research and report strengths and weaknesses of options relating to electronic enhancement of supply chain management 4.3. Develop electronic supply chain model and strategy 4.4. Align supply chain management with e-business strategies and model 4.5. Implement electronic supply chain model 4.6. Review and evaluate electronic supply chain model against business and organisational requirements 4.7. Determine and report enhancements to electronic enablement of supply chain

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to consult with stakeholders and system users problem-solving, initiative and enterprise skills to: assess vulnerabilities in e-commerce systems and infrastructure set up manage risks and implications of electronic payment systems monitor business customer satisfaction map business customer needs and expectations evaluate competitive technologies for implementing electronic payments teamwork skills to provide leadership in occupational health and safety (OHS) practice and observance of ethical standards, legislative requirements and good corporate governance requirements technology skills to: use appropriate technology to achieve system and business outcomes use appropriate terminology use high levels of accounting (mathematical), technological and e-commerce systems assess suitability and reliability of hardware and software compare and recommend new technology solutions that have potential to improve organisational outcomes.
Required knowledge
business policies and procedures impacting on job role or function capabilities and limitations of infrastructure customer needs electronic payment and processing facilities and infrastructural management information sources on product and supply arrangements for customers manufacturers' specifications for use and maintenance of equipment and systems methods for assuring safe and secure payment using electronic medium planning techniques principles of supply chain management quality measures and principles relevant legislation, codes and regulations that affect business operations, especially in regard to OHS and environmental issues, equal opportunity, industrial relations and anti-discrimination relevant obligations under the Australian Quality Training Framework (AQTF) Standards for Registered Training Organisations resource investment and maintenance solutions resource requirements and limitations secure electronic system for merchant transactions technology underlying secure transmission and verification of information trends in business to business e-commerce and e-business systems written policies and internal procedures on trading, e-trading and associated contractual documents.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: research and evaluation of appropriate electronic technology for a given business system capacity to analyse, develop and implement plans for an effective e-business solution, e-retail solution, mobile business solution and electronic supply chain management solution to meet specific organisational needs knowledge of methods for assuring safe and secure payment using electronic medium.
Context of and specific resources for assessment	Assessment must ensure: competence is consistently demonstrated over time, and over a range and variety of situations access to required assessment facilities and resources.
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 applied projects or learning activities, for instance related to implementing effective electronic solutions across e-commerce, mobile, e-retail and electronic supply chain management for a specific business requirement direct observation of contextual application of skills oral or written questioning to assess knowledge of capabilities and limitations of infrastructure review of research and evaluation of the appropriate electronic technology for a given business system.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED704A Review enterprise e-learning systems and solutions implementation.

Range Statement

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.
Communication to stakeholders includes:	electronic or physical means to inform: business partners customers executive management other employees public public agencies, especially regulators shareholders suppliers
Commercial set up may include:	business to business (B2B) business to customer (B2C) business to government (B2G) customer to customer (C2C)
E-business models may include such typologies as:	advertising model affiliate model auction model barter model catalogue model channel model exchange model
Arrangements for conducting e-commerce may vary with:	access commercial set up of trading company content (product, data and information) payment methods services software supply arrangements
Data may include:	electronic catalogues electronic data interchange (EDI) inventory data logistics databases product shipment data real-time warehouse inventory status
Business and organisational requirements may include:	access and equity principles and practices business and performance plans collaborative or partnership arrangements confidentiality requirements defined resource parameters ethical standards existing technology, systems and processes such as electronic resource planning (ERP) and electronic performance or decision support systems (EPS) 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 or procedures manuals recording and reporting procedures team and business unit structures and focus
Customer authentication and transaction systems may include:	clearance systems credit card transactions customer authentication customer service team structure and orientation dishonour systems electronic bill payment electronic presentment fulfilment requirements payment gateways privacy compliance
Mobile computing devices may include devices with a data processor such as:	handheld computing devices mobile cellular telephones mobile computers personal digital assistants (PDAs)
Mobile technologies may include:	location and telemetry devices (such as global positioning system) network connection typology (such as wireless, cellular, satellite) RFID (Radio Frequency Identification), barÂ coding and scanning technology WAP (wireless application protocol) to allow personnel to access logistics databases via handheld or palm-sized devices
Mobile commerce includes:	all activities related to the use of mobile or wireless information and communication technologies (ICTs) to communicate, interact, entertain and transact any time, anywhere, any place across public or private networks
Supply chain includes:	entire cycle from raw materials to producers, component suppliers, manufacturers, wholesalers, third party service providers, retailers, customers and recyclers, freight, distribution and cash flow

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Building and Implementation

Co-requisite units

Co-requisite units

BSBITS401B Maintain business technology

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBITS401A Maintain business technology

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to maintain the effectiveness of business technology in the workplace. It includes maintaining existing technology and planning for future technology requirements.

Application of the Unit

This unit applies to individuals with a broad knowledge of business technology who contribute well developed skills in creating solutions to maintenance and upgrade issues with existing technology. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Maintain performance of hardware and software	1.1 Monitor and evaluate system effectiveness to ensure it meets organisational and system requirements 1.2 Use operating system, drive and disk structure, reports and files to identify performance problems 1.3 Maintain disk drives and peripherals according to manufacturers’ and organisational requirements 1.4 Replace consumables in accordance with manufacturers’ and organisational requirements
2. Provide basic system administration	2.1 Carry out system backup procedure at regular intervals according to organisational and system requirements 2.2 Install and operate software applications in accordance with developers’ and organisational requirements 2.3 Maintain and update security access procedures in line with organisational requirements 2.4 Ensure that licence for use of software is used, checked and recorded in accordance with organisational requirements 2.5 Regularly maintain and update virus programs in accordance with organisational requirements
3. Identify future technology requirements	3.1 Maintain knowledge of current and new technology by regularly accessing sources of information 3.2 Identify and develop improved technology systems using feedback from clients and colleagues 3.3 Assess existing technology against newly available technology to determine future needs and priorities 3.4 Identify and select new technologies to achieve and maintain continuous organisational development 3.5 Obtain management and budget approval for new selected technologies

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication skills to explain the operation and troubleshooting of technology in the work environment

literacy skills to interpret and evaluate the purposes and objectives of various uses of technology; to display logical organisation of written information

problemsolving skills to address routine and nonroutine faults with hardware and software

research and analytical skills to analyse and identify organisation’s future technology requirements.

Required knowledge

costs and benefits of technology maintenance strategies

general features and capabilities of current industry accepted hardware and software products

principles of environmental sustainable practice in implementing business technology

importance of backup and security procedures; maintenance and diagnostic procedures; licensing, installation and purchasing procedures

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

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

environmental issues

occupational health and safety (OHS).

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: installing software and hardware organising and accessing software, materials and consumables maintaining technology security and maintenance systems knowledge of costs and benefits of technology maintenance strategies.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of technology maintenance and security procedures.
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 onthejob performance by the candidate analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of general features and capabilities of current industry accepted hardware and software products.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other information and communications technology or general administration units.

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.

Organisational and system requirements may include:	backup procedures Code of Conduct ethical standards legal and organisational policy/guidelines and requirements maintenance of customised software OHS policies, procedures and programs quality assurance and/or procedures manuals register of licenses restore procedures security and confidentiality procedures software licence documentation storage of information technology documentation storage retrieval and type of product licenses updating of virus protection systems.
Disk drive and peripherals maintenance may include:	backing up files before major maintenance checking hard drive for errors cleaning dust from internal and external surfaces creating more free space on the hard disk defragmenting the hard disk deleting unwanted files reviewing programs using uptodate antivirus programs.
Consumables may include:	disks magnetic tape and cassettes print heads print media printer ribbons and cartridges.
Software may include:	accounting applications commercial software applications database applications internet/intranet/extranet related programs organisationspecific software presentation applications spreadsheet applications word processing applications.
Technology may include:	client services computers data transfer devices modems peripherals, including: printers, scanners, tape cartridges speakers, multimedia kits personal computer, modems input equipment such as mouse, touch pad, keyboard, pens mobile phones, palmtops and personal digital assistants (PDAs), laptops and desktop computers Bluetooth devices, universal serial bus (USB), Firewire (IEEE 1394) photocopiers printers scanners software.
Sources of information may include:	computer hardware manufacturers computer magazines and journals computer software designers industry associations internal/external clients internet retail outlets seminars, workshops and training sessions trade fairs.
Improved technology systems may include:	access protocols cable data transmissions delivery and installation systems hardware upgrades implementing a new system maintenance options multimedia networking options new hardware new software resource usage monitoring software upgrades environmentally sustainable design practices.

Unit Sector(s)

Information and Communications Technology – IT Support

Custom Content Section

Not applicable.

BSBITU101A Operate a personal computer

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to start up a personal computer or business computer terminal; to correctly navigate the desktop environment; and to use a range of basic functions. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals developing basic skills and knowledge of personal computer operation in preparation for working in a broad range of settings.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Start computer, system information and features	1.1. Adjust workspace, furniture and equipment to suit user ergonomic requirements 1.2. Ensure work organisation meets organisational and occupational health and safety (OHS) requirements for computer operation 1.3. Start computer or log on according to user procedures 1.4. Identify basic functions and features using system information 1.5. Customise desktop configuration, if necessary, with assistance from appropriate persons 1.6. Use help functions as required
2. Navigate and manipulate desktop environment	2.1. Open, close and access features by selecting correct desktop icons 2.2. Open, resize and close desktop windows by using correct window functions and roles 2.3. Create shortcuts from the desktop, if necessary, with assistance from appropriate persons
3. Organise files using basic directory and folder structures	3.1. Create folders/subfolders with suitable names 3.2. Save files with suitable names in appropriate folders 3.3. Rename and move folders/subfolders and files as required 3.4. Identify folder/subfolder and file attributes 3.5. Move folders/subfolders and files using cut and paste, and drag and drop techniques 3.6. Save folders/subfolders and files to appropriate media where necessary 3.7. Search for folders/subfolders and files using appropriate software tools 3.8. Restore deleted folder/subfolders and files as necessary
4. Print information	4.1. Print information from installed printer 4.2. View progress of print jobs and delete as required 4.3. Change default printer if installed and required
5. Shut down computer	5.1. Close all open applications 5.2. Shut-down computer according to user procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to identify work requirements, to comprehend basic workplace documents, to interpret basic user manuals and to proofread simple documents communication skills to identify lines of communication, to request advice, to effectively question, to follow instructions and to receive feedback problem-solving skills to solve routine problems in the workplace, while under direct supervision technology skills to use equipment safely while under direction, basic keyboard and mouse skills and procedures relating to logging on and accessing a computer basic typing techniques and strategies.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: OHS basic ergonomics of computer use main types and parts of computers, and basic features of different operating systems suitable file naming conventions.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: navigation and manipulation of the desktop environment within the range of assigned workplace tasks knowledge of organisational requirements for simple documents and filing conventions application of simple keyboard functions to produce documents with a degree of speed and accuracy relevant to the level of responsibility required.
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 workplace documentation.
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 demonstration of techniques oral or written questioning to assess knowledge of computer operations and functions review of shortcuts created review of folders/subfolders created.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBITU102ADevelop keyboard skills other general administration units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation may include:	exercise breaks mix of repetitive and other activities rest periods visual display unit (VDU) eye testing
Occupational health and safety requirements may include:	OHS guidelines related to the use of the screen equipment, computing equipment and peripherals, ergonomic work stations, security procedures, customisation requirements statutory requirements
Desktop icons include:	directories/folders files network devices recycle bin and waste basket
File attributes include:	dates size
Appropriate media may include:	CDs diskettes local hard drive other locations on a network USB/ Flash/Thumb drives zip disks

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU102A Develop keyboard skills

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop basic keyboard skills using touch typing techniques. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals developing skills and knowledge of basic keyboarding techniques in preparation for working in a broad range of settings.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Use safe work practices	1.1. Adjust workspace, furniture and equipment to suit user ergonomic requirements 1.2. Ensure work organisation meets organisational and occupational health and safety (OHS) requirements for computer operation
2. Identify and develop keyboard skills	2.1. Identify and apply keyboard functions for both alpha and numeric keyboard functions 2.2. Apply touch typing technique to complete a task 2.3. Develop speed and accuracy in accordance with workplace requirements for level of responsibility
3. Check accuracy	3.1. Proofread document carefully to identify errors 3.2. Amend document, correct errors and complete a final accuracy check

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to identify lines of communication, to request advice, to effectively question, to follow instructions and to receive feedback literacy skills to identify work requirements, to comprehend basic workplace documents, and to produce and proofread simple documents problem-solving skills to solve routine problems in the workplace, while under direct supervision technology skills to use equipment safely while under direction, and to use basic keyboard, touch typing and mouse skills to produce simple documents.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as OHS organisational benchmarks for keyboarding.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying touch typing technique to enter alphanumeric characters safely using keyboard.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of workplace documentation.
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 demonstration of techniques oral or written questioning to assess knowledge of keyboard operations and functions review of completed documents.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBITU101A Operate a personal computer other general administration units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation may include:	exercise breaks mix of repetitive and other activities rest periods visual display unit (VDU) eye testing
Touch typing technique may vary according to:	level of competency of operator workplace requirements
Speed and accuracy must be:	consistent with degree of experience of operator relevant to level of responsibility

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU201A Produce simple word processed documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to correctly operate word processing applications in the production of workplace documents. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who perform a range of routine tasks in the workplace, using a limited range of practical skills and fundamental knowledge of word processing and software in a defined context, under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to produce documents	1.1. Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed 1.2. Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required 1.3. Identify organisational and task requirements for document layout and design
2. Produce documents	2.1. Format document using appropriate software functions to adjust page layout to meet information requirements, in accordance with organisational style and presentation requirements 2.2. Use system features to identify and manipulate screen display options and controls 2.3. Use manuals, user documentation and online help to overcome problems with document presentation and production
3. Finalise documents	3.1. Ensure final document is previewed, checked, adjusted and printed in accordance with organisational and task requirements 3.2. Ensure document is prepared within designated time lines and organisational requirements 3.3. Name and store document in accordance with organisational requirements and exit application without information loss/damage

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify document requirements editing and proofreading skills to check own work for accuracy keyboarding skills to enter text and numerical data literacy skills to read and understand organisation's procedures, and to use basic models to produce a range of correspondence problem-solving skills to solve routine problems.
Required knowledge
formatting styles and their effect on formatting, readability and appearance of documents purpose, use and function of word processing software organisational requirements for ergonomics, work periods and breaks, and conservation techniques organisational style guide.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of simple word processing functions, standard document layout and design principles production of a minimum of three simple, word processed documents.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of word processed documents and style guides.
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 formatted document review of final document demonstration of techniques oral or written questioning to assess knowledge of word processing software functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other IT use units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation requirements may include:	exercise breaks mix of repetitive and other activities rest periods
Conservation requirements may include:	disposing of non-confidential waste paper in recycling bins double-sided paper use re-using paper for rough drafts (observing confidentiality requirements) utilising power-save options for equipment
Documents may include:	agendas briefing papers envelopes faxes labels letters mail merges memos minutes short reports simple one-page flyers standard form letters
Organisational requirements may include:	company colour scheme company logo consistent corporate image content restrictions established guidelines and procedures for document production house styles observing copyright legislation organisation name, time, date, document title, filename etc. in header/footer templates
Formatting may include:	alignment on page columns company logo/letterhead enhancements to format - borders, patterns and colours enhancements to text - colour, size, orientation headers/footers margins page orientation
Software functions may include:	default settings document protection grammar check headers/footers indent line spacing page numbers page set up paragraph formatting spell check tabs text formatting
Screen display options and controls may include:	layout view maximise/minimise normal view page view print preview ruler toolbars zoom percentage
Checking may include:	accuracy of information consistency of layout ensuring instructions with regard to content and format have been followed grammar proofreading spelling, electronically and manually
Printing may include:	basic print settings multiple copies odd or even pages print preview printer setup specified pages whole document
Designated time lines may include:	organisational time line e.g. deadline requirements time line agreed with internal/external client time line agreed with supervisor/person requiring document/s
Naming and storing documents may include:	appropriate file type authorised access file names according to organisational procedure e.g. numbers rather than names file names which are easily identifiable in relation to the content file/directory names which identify the operator, author, section, date etc. filing locations organisational policy for backing up files organisational policy for filing hard copies of documents security storage in folders/sub-folders storage on hard/floppy disk drives, CD-ROM, tape back-up

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU202A Create and use spreadsheets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to correctly create and use spreadsheets and charts through the use of spreadsheet software. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of creating spreadsheets in a defined context under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Select and prepare resources	1.1. Adjust workspace, furniture and equipment to suit user ergonomic, work organisation and occupational health and safety (OHS) requirements 1.2. Use energy and resource conservation techniques to minimise wastage in accordance with organisational and statutory requirements 1.3. Identify spreadsheet task requirements and clarify with relevant personnel as required
2. Create simple spreadsheets	2.1. Ensure data is entered, checked and amended in accordance with organisational and task requirements, to maintain consistency of design and layout 2.2. Format spreadsheet using software functions, to adjust page and cell layout to meet information requirements, in accordance with organisational style and presentation requirements 2.3. Ensure formulae are used and tested to confirm output meets task requirements, in consultation with appropriate personnel as required 2.4. Use manuals, user documentation and online help to overcome problems with spreadsheet design and production
3. Produce simple charts	3.1. Select chart type and design that enables valid representation of numerical data and meets organisational and task requirements 3.2. Create chart using appropriate data range in the spreadsheet 3.3. Modify chart type and layout using formatting features
4. Finalise spreadsheets	4.1. Ensure spreadsheet and any accompanying charts are previewed, adjusted and printed in accordance with organisational and task requirements 4.2. Ensure data input meets designated time lines and organisational requirements for speed and accuracy 4.3. Name and store spreadsheet in accordance with organisational requirements and exit the application without data loss/damage

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of spreadsheet editing and proofreading skills to check own work for accuracy keyboarding skills to enter text and numerical data literacy skills to read and understand organisation's procedures, and to use basic models to produce a range of spreadsheets numeracy skills to create and use spreadsheet formulae.
Required knowledge
formatting of workplace documents organisational requirements for ergonomic standards, work periods and breaks, and conservation techniques organisational guidelines on spreadsheet manipulation and processing purpose and range of use of spreadsheet functions.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing a minimum of two spreadsheets using cell-based formulae creating charts using relevant data knowledge of purpose and range of use of spreadsheet functions.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of spreadsheets and simple formulae.
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 final spreadsheets analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of spreadsheet software functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other IT use units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation requirements may include:	exercise breaks mix of repetitive and other activities rest periods
Conservation techniques may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) utilising power-save options for equipment
Spreadsheet task requirements may include:	data entry output presentation storage
Data may include:	numbers text
Checking may include:	accuracy of data accuracy of formulae with calculator ensuring instructions with regard to content and format have been followed proofreading spelling, electronically and manually
Formatting may include:	alignment on page efficiency of formulae enhancements to format - borders, patterns and colours enhancements to text headers/footers use of absolute and relative cell addresses use of cell addresses in formulae
Software functions may include:	adding/deleting columns/rows formatting cells formatting text headers/footers sizing columns/rows
Formulae may include:	absolute cell referencing and/or mixed references average division maximum minimum multiplication subtraction sum combinations of above
Chart types may include:	area bar column exploded pie line pie and 3-D pie scatter/bubble stacked/multiple bar stacked, 3-D column
Features may include:	axes axis title borders chart title colours data labels data tables fills gridlines legend lines patterns
Printing may include:	fit on one page fit specific number of pages with formulae with values
Designated time lines may include:	organisational time line e.g. financial requirements time line agreed with internal/external client time line agreed with supervisor/person requiring spreadsheet
Storing data may include:	authorised access filing locations organisational policy for backing up files organisational policy for filing hard copies of spreadsheets security storage in electronic folders/sub-folders storage on CD-ROM, zip drives, USB memory

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU203A Communicate electronically

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to send, receive and manage electronic mail (email), as well as to collaborate online using chat rooms, intranets and instant messaging. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who use business technology to perform a range of routine tasks to communicate with co workers, customers or others. The individual will use a limited range of practical skills and fundamental knowledge in a defined context under direct supervision or with limited individual responsibility.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement procedures to send and receive electronic mail	1.1. Log in to software for sending and receiving email in accordance with organisational requirements 1.2. Check outgoing email for accuracy and ensure any required attachments are prepared, in accordance with organisational and service provider requirements 1.3. Identify urgent, confidential, personal, suspicious or potentially dangerous email and take appropriate actions 1.4. Deal with returned email in accordance with organisational policies and procedures
2. Manage electronic mail	2.1. Set security levels and/or filters for incoming email in accordance with organisational requirements 2.2. Create and maintain individual mailboxes in accordance with organisational requirements 2.3. Store email and/or attachments in accordance with organisational requirements 2.4. Empty inboxes and archive or permanently delete in accordance with organisational requirements 2.5. Prepare and maintain electronic mailing lists in accordance with organisational requirements
3. Collaborate online	3.1. Identify software to be used in collaboration 3.2. Ensure online collaboration is undertaken in accordance with organisational policy, procedures and net etiquette (netiquette) 3.3. Respond to posts or communications in accordance with agreed parameters, organisational requirements and netiquette

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to request advice, to receive feedback and to work with a team literacy skills to identify work requirements; to understand and process basic, relevant workplace information; and to draft simple correspondence problem-solving skills to solve routine technology problems.
Required knowledge
different methods of electronic communication key provisions of relevant legislation from all forms 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.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: sending and receiving email for a range of purposes attaching and removing documents to email using software applications to collaborate online knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to software applications likely to be used in the workplace.
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 analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of electronic communication methods and tools review of attachments prepared for email review of electronic mailing lists evaluation of postings and responses to online discussions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other IT use units.

Range Statement

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.
Software may include:	mobile or wireless software applications: personal digital assistants (PDA) mobile phones text messaging (SMS/TXT) multimedia messaging (MMS) internet relay chat (IRC) personal computer-based software applications: email applications web-based email services chat applications internet discussion groups/boards/chat rooms intranet discussion groups/boards/chat rooms
Organisational requirements may include:	carbon copies or blind carbon copies concise, relevant subject line electronic signature form of address formality/informality of language, tone and structure including original message in the reply length of emails (i.e. short and to the point) net ethics net etiquette(netiquette) requesting read receipt sender's name and address
Checking outgoing email for accuracy may include checking:	clarity of intended meaning completeness content grammar punctuation recipient's address spelling structure
Attachments may include:	PDFs pictures spreadsheets word processed documents any electronic file
Suspicious or potentially dangerous email may include:	attachments email where sender is unknown, and subject line is enticing and/or personal (e.g. urging the receiver to open immediately) particular file extensions spam (unsolicited commercial email or junk email) unsolicited email containing viruses
Dealing with returned email may include:	checking email address checking size of attachment/s re-sending sending message by other means e.g. facsimile, post telephoning addressee
Storing email may include:	email application software paper-based filing system specialised recordkeeping, spreadsheet or database software
Mailing lists may include:	database or spreadsheet records electronic address books word processing tables or data files
Online collaboration may include:	chat rooms email communications instant messaging intranet
Net etiquette may include:	accepted (not mandated) rules for being a good net citizen (netizen) adjust to the style and tone of discussion groups be forgiving of other's mistakes do not abuse your power if you would not do it in real life do not do it in cyberspace keep flames under control (flaming is making personal attacks on others) look good online (spelling, grammar, and have something worth saying) protocols for discussion groups remember you are dealing with real people not computers respect copyright respect other people's privacy respect other's time and bandwidth share expert knowledge

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU301A Create and use databases

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to create simple two table relational databases with reports and queries, for the storage and retrieval of information. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who develop and use simple databases to store and retrieve data. They may provide administrative support within an enterprise, or may be independently responsible for the storage and retrieval of data relating to their own work roles.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Create a simple database	1.1. Design a simple database, with at least two tables, using a database application, basic design principles, software functions and simple formulae 1.2. Develop a table with fields and attributes according to database usage, as well as data considerations and user requirements 1.3. Create a primary key for each table 1.4. Modify table layout and field attributes as required 1.5. Create a relationship between the two tables 1.6. Check and amend data entered, in accordance with organisational and task requirements
2. Create reports and queries	2.1. Determine information output, database tables to be used and report layout to meet task requirements 2.2. Determine data groupings, search and sort criteria to meet task requirements 2.3. Run reports and queries to check that results and formulae provide the required data 2.4. Modify reports to include or exclude additional requirements
3. Use database	3.1. Ensure data input meets designated time lines and organisational requirements for speed and accuracy 3.2. Use manuals, user documentation and online help to overcome problems with database design and production 3.3. Preview, adjust and print database reports or forms in accordance with organisational and task requirements 3.4. Name and store databases, in accordance with organisational requirements, and exit application without data loss or damage 3.5. Prepare and distribute reports to appropriate person in a suitable format

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skills to create simple queries and to use simple formulae planning and organising skills to develop effective databases problem-solving skills to address inconsistencies in data and issues in database, and to query structures.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety organisational requirements relating to data entry, storage and presentation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: creating simple databases and queries manipulating data using queries formatting data into a final version.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to sample data.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: administration units other information and communications technology units.

Range Statement

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.
Database applications may include:	commercial database applications organisational specific database applications
Basic design principles may include:	naming conventions data layout formatting database use required output reporting and presentation requirements
Software functions may include:	adding, deleting, moving, re-labelling fields altering field widths calculating, using formula data protection field definitions and attributes formatting fields formatting text headers and footers inserting and deleting blank lines and spaces repeating (if available) table, form and report wizards
Simple formulae may include:	average count division maximum minimum multiplication subtraction sum combinations of above
Data may include:	numbers text
Checking and amending data may include:	accuracy of data accuracy of formulae with calculator ensuring instructions with regard to content and format have been followed outcome of sorting or filtering proofreading spelling, electronically and manually
Report layout may include:	alignment on page columns enhancements to format - borders, patterns and colours enhancements to text formatting provided through use of a wizard or other automated process headers/footers logical ordering of data tables
Designated time lines may include:	time line agreed with internal or external client time line agreed with supervisor or person requiring database
Printing may include:	forms queries records reports tables
Storing databases may include:	authorised access filing locations naming conventions organisational policy for backing up files organisational policy for filing hard copies of databases security storage in electronic folders and sub-folders storage on disk drives, CD-ROM, back-up tapes

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and communications Technology - IT use

Co-requisite units

Co-requisite units

BSBITU302B Create electronic presentations

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and produce electronic presentations for speakers, for self access and for online access. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who design electronic presentations. They may work as individuals providing administrative support within an enterprise, or may be responsible for production of their own electronic presentations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to create presentation	1.1. Organise personal work environment in accordance with ergonomic requirements 1.2. Determine purpose, audience and mode of presentation in consultation with content author or presenter 1.3. Identify presentation requirements in terms of supporting documents, transparencies and equipment 1.4. Apply work organisation strategies and energy and resource conservation techniques to plan work activities
2. Create presentation	2.1. Design slides, notes and handout masters to incorporate organisational and task requirements in relation to image and preferred style, avoiding distractions 2.2. Use software functions for consistency of design and layout, to meet identified presentation requirements 2.3. Balance presentation features for visual impact and emphasis 2.4. Use advanced software features to streamline and customise the presentation for different audiences 2.5. Prepare presentations within designated time lines
3. Finalise presentation	3.1. Use manuals, user documentation and online help to overcome problems with design and production 3.2. Check presentation for spelling, consistency in presentation features and style, in accordance with task requirements 3.3. Print presentation materials in accordance with presenter or audience requirements 3.4. Store presentation, in accordance with organisational requirements and exit the application without information loss or damage

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of documents keyboarding skills to enter text and numerical data literacy skills to read and understand organisational procedures, to use screen layout to support text structure, and to proofread and edit documents problem-solving skills to use processes flexibly and interchangeably.
Required knowledge
key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety effect of design features on readability and appearance of electronic presentations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: creating at least two electronic presentations
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of electronic presentations and style guides.
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 presentation materials demonstration of techniques oral or written questioning to assess knowledge of word processing software functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other business services units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Mode of presentation may include:	available for browsing by individuals display on one computer, control from another online, internet, intranet conference presentation self-running presentation speaker
Presentation requirements may include:	35 mm slides annotation pen computer equipment and peripherals for on-screen presentation data show digital pointer handouts internet access laptop computer network access outlines overhead projector overhead transparencies paper printouts of presentation or slide show slide projector speaker notes video projector/s world wide web documents
Work organisation strategies may include:	exercise breaks mix of repetitive and other activities rest periods
Energy and resource conservation techniques may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) using power-save options for equipment
Organisational and task requirements may include:	company colour scheme company logo corporate image music organisation name, time, date, occasion etc. in header/footer organisational video clip
Distractions may include:	heavy colour insufficient colour separation (background to text) irrelevant animation multiple transitions overly busy background overuse of sound too many words or pictures per slide too small fonts
Software functions may include:	backgrounds colour schemes creating templates handout master importing outlines from other applications importing images and graphics notes master placeholders slide master
Presentation features may include:	animation charts graphics headlines or titles illustrations logos music objects pace pictures sound text content timing transitions video clips
Advanced software features may include:	agenda slides presentation within a presentation - custom show
Designated time lines may include:	organisational time line e.g. conference deadline requirements timeline agreed with internal or external client timeline agreed with supervisor or person requiring presentation
Presentation materials may include:	handouts outlines overhead transparencies paper printouts of presentation/slide show speaker notes 35 mm slides world wide web documents
Storing presentations may include:	authorised access filing locations organisational policy for backing up files organisational policy for filing hard copies security storage in folders or sub-folders storage on disk drives, USB, CD-ROM, backup tapes, server

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU303A Design and produce text documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and develop predominantly text based documents using advanced features of word processing software. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who possess fundamental skills in computer operations and keyboarding, and basic skills in the operation of word processing software. They may work as individuals who provide administrative support within an enterprise, or may be technical/knowledge experts responsible for production of their own word processed documents.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to produce word processed documents	1.1. Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed 1.2. Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required 1.3. Identify organisational and task requirements for text-based business documents to ensure consistency of style and image
2. Design word processed documents	2.1. Design document structure and layout to suit purpose, audience and information requirements of the task 2.2. Design document to enhance readability and appearance, and to meet organisational and task requirements for style and layout 2.3. Use style sheets and automatic functions to ensure consistency of design and layout
3. Add tables and other data	3.1. Insert a standard table into a document, changing cells to meet information requirements 3.2. Insert and delete columns and rows as necessary 3.3. Insert images and other data to meet required specifications
4. Produce text documents	4.1. Use advanced software functions to enable efficient production of documents 4.2. Enter or import, and edit text and other data to meet required specifications 4.3. Preview, adjust and print documents in accordance with organisational and task requirements 4.4. Name and store text documents, in accordance with organisational requirements and exit the application without information loss/damage 4.5. Prepare text documents within designated time lines and organisational requirements for speed and accuracy 4.6. Use manuals, user documentation and online help to overcome problems with document design and production

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of documents editing and proofreading skills to check own work for accuracy against original keyboarding skills to enter text and numerical data literacy skills to read and understand the organisation's procedures, and to use models to produce a range of documents problem-solving skills to use processes flexibly and interchangeably.
Required knowledge
formatting styles and their impact on formatting, readability and appearance of documents organisational requirements for ergonomics, work periods and breaks, and conservation techniques organisational style guide purposes, uses and functions of word processing software.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying document design principles knowledge of organisation's style guide production of a minimum of three text documents using advanced software functions.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of text documents and style guides.
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: demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of word processing software functions review of text documents.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT301AWrite simple documents general administration units other IT use units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation requirements may include:	exercise breaks mix of repetitive and other activities rest periods
Energy and resource conservation requirements may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) using power-save options for equipment
Documents may include:	brochures calendars faxes flyers forms mail merge documents, including labels memos multi-page letters promotional material reports schedules tables
Organisational requirements may include:	company colour scheme company logo consistent corporate image content restrictions established guidelines and procedures for document production house styles observing copyright legislation organisation name, time, date, document title, filename, etc. in header/footer templates
Design may include:	balance diversity relative positioning of graphics and headings simplicity text flow typography
Structure and layout may include:	boxes colour columns drawing graphics headings letter and memo conventions page layout photographs typeface white space
Automatic functions may include:	auto correct auto date auto format auto text default settings headers and footers page numbering styles table headings
Consistency of design and layout may include:	annotated references borders bullet/number lists captions consistency with other business documents footnotes/endnotes indentations page numbers spacings typeface styles and point size
Data may include:	clip art data from other software applications digital photographs files graphics quotes references scanned photographs and logos tables, graphs and charts
Advanced software functions may include:	alternate headers and footers drawing tools graphics tools importing data/objects/pictures mail merge newspaper columns sections sort styles tables templates
Printing may include:	print merge print to file with comments with drawing objects with field codes with hidden text
Naming and storing documents may include:	authorised access file names according to organisational procedure e.g. numbers rather than names file names which are easily identifiable in relation to the content file/directory names which identify the operator, author, section, date filing locations organisational policy for backing up files, storage in folders/sub-folders organisational policy for filing hard copies of documents security/password protection storage on hard/floppy disk drives, CD-ROM, tape back-up
Designated time lines may include:	organisational time line e.g. deadline requirements time line agreed with internal/external client time line agreed with supervisor/person requiring document

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU304A Produce spreadsheets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop spreadsheets through the use of spreadsheet software. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of environments who require skills in the creation of spreadsheets that encompass formatting, formulae and charts. They tend to be personally responsible for designing and working with spreadsheets under minimal supervision.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Select and prepare resources	1.1. Adhere to ergonomic, work organisation and occupational health and safety requirements 1.2. Use energy and resource conservation techniques to minimise wastage 1.3. Identify spreadsheet task requirements in relation to data entry, storage, output and presentation
2. Plan spreadsheet design	2.1. Ensure spreadsheet design suits the purpose, audience and information requirements of the task 2.2. Ensure spreadsheet design enhances readability and appearance, and meets organisational and task requirements for style and layout 2.3. Use style sheets and automatic functions to ensure consistency of design and layout
3. Create spreadsheet	3.1. Ensure data is entered, checked and amended to maintain consistency of design and layout, in accordance with organisational and task requirements 3.2. Format spreadsheet using software functions to adjust page and cell layout to meet information requirements, in accordance with organisational style and presentation requirements 3.3. Ensure formulae are tested and used to confirm output meets task requirements, in consultation with appropriate personnel as required 3.4. Use manuals, user documentation and online help to overcome problems with spreadsheet design and production
4. Produce simple charts	4.1. Select chart type and design that enables valid representation of numerical data, and meets organisational and task requirements 4.2. Create charts using appropriate data range in the spreadsheet 4.3. Modify chart type and layout using formatting features
5. Finalise spreadsheets	5.1. Preview, adjust and print spreadsheet and any accompanying charts, in accordance with task requirements 5.2. Ensure data input meets designated time lines and organisational requirements for speed and accuracy 5.3. Name and store spreadsheet in accordance with organisational requirements and exit the application without data loss/damage

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of spreadsheet editing and proofreading skills to check own work for accuracy against original keyboarding skills to enter text and numerical data literacy skills to read and understand organisational procedures, and to use basic models to produce a range of spreadsheets mathematical and statistical skills to use spreadsheet functions such as sum, counts and averages.
Required knowledge
formatting requirements of workplace documents organisational guidelines on spreadsheet design and use organisational requirements for ergonomic standards, work periods and breaks, and conservation techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing spreadsheets that address a range of data and organisational requirements using software functions, graphics and support materials to create spreadsheets knowledge of formatting requirements of workplace documents.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to samples of data for inclusion in spreadsheets.
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 energy and resource conservation techniques used to minimise wastage demonstration of techniques oral or written questioning to assess knowledge of spreadsheet software functions review of spreadsheets produced.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other IT use units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation requirements may include:	exercise breaks mix of repetitive and other activities rest periods
Occupational health and safety requirements may include:	inspections organisational procedures regarding incidents, accidents, fire and emergencies workplace meetings workplace safety procedures other consultative activities
Conservation techniques may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) utilising power-save options for equipment
Spreadsheet design may include:	appropriateness to required tasks basic analysis charts formatting and reformatting formulae functions headers and footers headings headings and labels identification and parameters import and export of data labels macros multi-page documents split screen operation
Automatic functions may include:	auto date auto correct auto format auto text default settings headers and footers page numbering styles table headings
Consistency of design and layout may include:	borders bullet/number lists captions consistency with other business documents page numbers spacings typeface styles and point size
Data may include:	numbers text
Checking data may include:	accuracy of data accuracy of formulae with calculator ensuring instructions with regard to content and format have been followed proofreading spelling, electronically and manually
Formatting may include:	alignment on page efficiency of formulae enhancements to format - borders, patterns and colours enhancements to text headers/footers use of absolute and relative cell addresses use of cell addresses in formulae
Software functions may include:	adding/deleting columns/rows formatting cells formatting text headers/footers sizing columns/rows using macros utilising shortcuts
Formulae may include:	average division multiplication percentage subtraction sum combinations of above
Printing may include:	charts entire workbooks selected data within a worksheet worksheets
Designated time lines may include:	organisational time line e.g. financial requirements time line agreed with internal/external client time line agreed with supervisor/person requiring spreadsheet
Naming and storing spreadsheet may include:	authorised access file naming conventions filing locations organisational policy for backing up files organisational policy for filing hard copies of spreadsheets security storage in electronic folders/sub-folders storage on CD-ROM, USB, tape back-up, server

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU305A Conduct online transactions

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake a range of online transactions, including banking, buying and selling products and services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	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 conducting online transactions to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and investigate online service provider	1.1. Undertake online research to identify suppliers of required products/services 1.2. Assess service provider confidentiality, security and privacy facilities in accordance with individual and organisational requirements 1.3. Assess potential products/services for authenticity
2. Perform online transactions	2.1. Confirm organisational requirements for products/services to be obtained 2.2. Ensure authentication information is secured in accordance with organisational requirements 2.3. Use appropriate online functions to obtain required products/services 2.4. Report any difficulties in accessing or using online facilities to the service provider 2.5. Complete transaction and ensure that products/services are received in accordance with terms of online transaction
3. Maintain records of online transactions	3.1. Maintain records of transactions in accordance with organisational policy, procedures and level of authority 3.2. Compare organisational records with online records and deal with irregularities according to organisational policy and procedures
4. Review online transactions	4.1. Review obtained products/services rendered to determine quality, timeliness and level of customer service in relation to advertised profile 4.2. Make recommendations regarding continued or future use of online service provider, as supported by transaction history

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to negotiate with online service provider/s. literacy skills to read and analyse information for its relevance and sufficiency, and to follow policies and procedures numeracy skills to work with and evaluate monetary figures technology skills to operate computer and software appropriate to transaction being performed.
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 policies and procedures relating to use of the internet and online purchasing service provider requirements legal and ethical requirements relating to a range of online transactions.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification and selection of appropriate services to meet defined needs use of appropriate security considerations knowledge of policies and procedures relating to the use of the internet and online purchasing.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources.
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 analysis of responses to case studies and scenarios demonstration of techniques oral or written questioning to assess knowledge of legal and ethical requirements relating to a range of online transactions review of recommendations made regarding continued or future use of online service provider.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other information and communications technology units.

Range Statement

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.
Suppliers may include:	banks or other financial institutions e-auction e-brokerage service e-mail e-procurement service e-shop third party marketplace
Products/services may include:	financial services goods insurance loans shares
Confidentiality, security and privacy may include:	access to independent reviews of financial services such as: Australian Competition and Consumer Commission (ACCC) Financial Planning Association of Australia (FPA) authentication services disclaimers firewall protection jurisdiction level of encryption limit of liability personal identification number (PIN) physical site security of web server receipting terms and conditions of website use use of 'cookies' - small files automatically downloaded from a web server to the computer of someone browsing a website - information stored in cookies can be accessed any time computer returns to the site user name and password warranties

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU306A Design and produce business documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and produce various business documents and publications. It includes selecting and using a range of functions on a variety of computer applications. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who possess fundamental skills in computer operations and keyboarding. They may exercise discretion and judgement using appropriate theoretical knowledge of document design and production to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Select and prepare resources	1.1. Select and use appropriate technology and software applications to produce required business documents 1.2. Select layout and style of publication according to information and organisational requirements 1.3. Ensure document design is consistent with company and/or client requirements, using basic design principles 1.4. Discuss and clarify format and style with person requesting document/publication
2. Design document	2.1. Identify, open and generate files and records according to task and organisational requirements 2.2. Design document to ensure efficient entry of information and to maximise the presentation and appearance of information 2.3. Use a range of functions to ensure consistency of design and layout 2.4. Operate input devices within designated requirements
3. Produce document	3.1. Complete document production within designated time lines according to organisational requirements 3.2. Check document produced to ensure it meets task requirements for style and layout 3.3. Store document appropriately and save document to avoid loss of data 3.4. Use manuals, training booklets and/or help-desks to overcome basic difficulties with document design and production
4. Finalise document	4.1. Proofread document for readability, accuracy and consistency in language, style and layout prior to final output 4.2. Make any modifications to document to meet requirements 4.3. Name and store document in accordance with organisational requirements and exit the application without data/loss damage 4.4. Print and present document according to requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
keyboarding and computer skills to complete a range of formatting and layout tasks literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread documents to ensure clarity of meaning and conformity to organisational requirements numeracy skills to access and retrieve data problem-solving skills to determine document design and production processes.
Required knowledge
appropriate technology for production requirements functions and features of contemporary computer applications organisational policies, plans and procedures organisational requirements for document design e.g. style guide.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing and producing a minimum of 3 completed business documents, using at least 2 software applications in the production of each document using appropriate data storage options knowledge of the functions and features of contemporary computer applications.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of style guides and organisational procedures.
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 final printed documents demonstration of techniques observation of presentations oral or written questioning to assess knowledge of software applications.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other IT use units.

Range Statement

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.
Technology may include:	computers photocopiers printers scanners
Software may include:	accounting packages database packages presentation packages spreadsheet packages word processing packages
Business documents may include:	accounts statements client databases newsletters project reviews proposals reports web pages
Organisational requirements may include:	budgets correctly identifying and opening files legal and organisational policies, guidelines and requirements locating data log-on procedures manufacturers' guidelines occupational health and safety policies, procedures and programs quality assurance and/or procedures manuals saving and closing files security storing data
Functions may include:	alternating headers and footers editing merging documents spell checking table formatting using columns using styles
Input devices may include:	keyboard mouse numerical key pad scanner
Naming documents may include:	appropriate file type authorised access file names according to organisational procedure e.g. numbers rather than names file names which are easily identifiable in relation to the content file/directory names which identify the operator, author, section, date etc. filing locations organisational policy for backing up files organisational policy for filing hard copies of documents security
Storing documents may include:	storage in directories and sub-directories storage on CD-ROMs, disk drives or back-up systems storing/filing hard copies of computer generated documents storing/filing hard copies of incoming and outgoing facsimiles storing/filing incoming and outgoing correspondence

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU307A Develop keyboarding speed and accuracy

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop keyboard skills with speed and accuracy using touch typing techniques.

Application of the Unit

Application of the unit	This unit applies to individuals who work in a range of environments and are required to enter text and data with speed and accuracy. On successful completion of this unit, individuals must be assessed in accordance with the current version of AS 2708: 2001 and issued with a speed statement.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Use safe work practices	1.1. Adjust workspace, furniture and equipment to suit ergonomic requirements of the user 1.2. Ensure work organisation meets organisational and occupational health and safety (OHS) requirements for computer operation
2. Identify and develop keyboard skills	2.1. Identify and apply keyboard functions for both alpha or numeric keyboard functions 2.2. Apply touch typing technique to complete tasks 2.3. Develop speed and accuracy in accordance with workplace requirements for level of responsibility
3. Check accuracy	3.1. Proofread document carefully to identify errors 3.2. Amend document, ensure errors are corrected and complete a final accuracy check

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
keyboarding skills to enter text and numerical data literacy skills to read, proofread and edit documents numeracy skills to collate and present data, graphs and annotated references.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as: privacy laws copyright OHS.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: producing word processed documents typing with 98% accuracy assessed under test conditions in line with the current version of AS 2708:2001 Keyboarding speed tests knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to samples of word processed documents and organisational style guides that it is in accordance with the current version of AS 2708:2001 Keyboarding speed tests, which specifies the test material, the equipment, the environment and how to conduct and score the test that a speed statement be issued to individuals assessed as competent against the unit.
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 outcomes of keyboarding speed tests review of documents for accuracy demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: word processing units other units that include requirements to enter text or numerical data.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation may include:	exercise breaks mix of repetitive and other activities rest periods visual display unit (VDU) eye testing
Touch typing technique may vary according to:	level of competency of operator workplace requirements
Speed and accuracy must be:	consistent with degree of experience of operator relevant to level of responsibility

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU309A Produce desktop published documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and produce desktop published documents. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work in a range of environments and require skills in desktop publishing. They may work as individuals providing administrative support within an enterprise, or may be technical or knowledge experts responsible for the production of their own documents.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to produce desktop published documents	1.1. Use safe work practices including addressing ergonomic requirements and using work organisation strategies 1.2. Use energy and resource conservation techniques 1.3. Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required 1.4. Identify organisational and task requirements for desktop published documents to ensure consistency of style and image
2. Set up desktop published document	2.1. Design content structure and layout to ensure information and graphics are arranged according to related topics and logical sequences 2.2. Select appropriate formatting and create templates or master pages to ensure consistency of design and layout 2.3. Confirm layout with appropriate person
3. Create desktop published document	3.1. Prepare, format and enter required text 3.2. Import text from other applications and resolve any formatting issues 3.3. Scan or import graphics from other applications and resolve any formatting issues 3.4. Arrange text and graphics according to organisational and task requirements
4. Finalise desktop published document	4.1. Review text for possible errors and omissions, and resolve any issues 4.2. Check page order, structure and linkages 4.3. Produce completed document in required format 4.4. Name and store text documents, in accordance with organisational requirements and exit the application without information loss/damage 4.5. Prepare text documents within designated time lines and organisational requirements for speed and accuracy 4.6. Use manuals, user documentation and online help to overcome problems with document design and production

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of documents culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities editing and proofreading skills to check own work for accuracy against original keyboarding skills to enter text and numerical data literacy skills to read and understand the organisation's procedures and to use models or exemplars to produce a range of documents problem-solving skills to edit documents and to resolve issues of consistency of design.
Required knowledge
energy and resource conservation techniques organisational requirements for ergonomics, work periods and breaks organisational style guides purposes, uses and functions of desktop publishing software styles and their effect on formatting, readability and appearance of document.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of document design and layout principles producing desktop published documents.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources in a workplace or simulated environment access to samples of relevantworkplace desktop published documents.
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 desktop published documents demonstration of techniques oral or written questioning to assess knowledge of desktop publishing software functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: general administration units other IT use units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation strategies may include:	exercise breaks mix of repetitive and other activities rest periods
Energy and resource conservation techniques may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) utilising power-save options for equipment
Documents may include:	brochures calendars faxes flyers forms mail merge documents, including labels memos multi-page letters promotional material reports schedules tables
Organisational and task requirements may include:	company colour scheme company logo consistent corporate image content restrictions established guidelines and procedures for document production house styles observing copyright legislation organisation name, time, date, document title, filename or other fields in headers and footers templates
Design may include:	balance diversity relative positioning of graphics, headings and white space simplicity text flow typography
Structure and layout may include:	boxes colour columns drawing graphics headings letter and memo conventions page layout photographs typeface white space
Consistency of design and layout may include:	annotated references borders bulleted and numbered lists captions consistency with other business documents footnotes and endnotes indentations page numbers spacings font styles and point size
Naming and storing documents may include:	authorised access file and folder names which identify requirements such as the operator, author, section or date filing locations file names according to organisational procedure file names which are easily identifiable in relation to the content organisational policy for backing up files storage in folders and sub-folders organisational policy for filing hard copies of documents security and password protection storage on disk drives, USBs, CD-ROM, tape back-up to server
Designated time lines may include:	time line agreed with internal or external client time line agreed with supervisor or person requiring document organisational time line e.g. deadline requirements

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU401A Design and develop complex text documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and develop business documents using complex technical features of word processing software. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who work in a range of business environments and are skilled in the creation of complex documents using word processing software. These skills may be applied in the provision of administrative support within an enterprise, or by technical/knowledge experts responsible for producing their own word processed documents.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to produce word processed documents	1.1. Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed 1.2. Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required 1.3. Identify organisational requirements for text-based business documents to ensure consistency of style and image 1.4. Evaluate complex technical functions of the software for their usefulness in fulfilling the requirements of the task 1.5. Match document requirements with software functions to provide efficient production of documents
2. Design complex documents	2.1. Design document structure and layout to suit purpose, audience and information requirements of the task 2.2. Design document to enhance readability and appearance, and to meet organisational and task requirements for style and layout 2.3. Use complex software functions to enable efficient manipulation of information and other material, and ensure consistency of design and layout 2.4. Use manuals, user documentation and online help to overcome problems with document design and production
3. Add complex tables and other data	3.1. Insert a standard table into document, changing cells to meet information requirements 3.2. Format rows and columns as required 3.3. Insert images and other data, formatting as required
4. Produce documents	4.1. Use complex operations in the development of documents, to achieve required results 4.2. Preview, adjust and print documents in accordance with organisational and task requirements 4.3. Name and store documents in accordance with organisational requirements and exit the application without information loss/damage 4.4. Prepare documents within designated time lines and organisational requirements for speed and accuracy

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of documents keyboarding skills to enter text and numerical data literacy skills to edit and proofread documents, creating documents with a complex, organised structure of linked paragraphs which use simple and complex syntactic structure numeracy skills to collate and present data, graphs and annotated referencesproblem-solving skills to use processes flexibly and interchangeably.
Required knowledge
formatting styles and their effect on formatting, readability and appearance of documents organisational requirements for ergonomics, work periods and breaks, and conservation techniques organisational style guide.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: production of text documents using advanced software functions application of document design principles.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to examples of complex text documents and style guides.
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 documents with complex design demonstration of techniques oral or written questioning to assess knowledge of word processing software functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWRT401AWrite complex documents.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout equipment that is reasonably adjusted to meet personal needs, in appropriate circumstances
Work organisation requirements may include:	exercise breaks mix of repetitive and other activities rest periods
Energy and resource conservation requirements may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) using power-save options for equipment
Complex documents may include:	call outs captions concordance files different odd and even pages document protection drawing forms with fields hyperlinks linked and/or embedded objects long documents mail merge data documents master documents MS WordArt multiple headers and footers multiple sections multiple users primary mail merge documents subdocuments templates
Organisational requirements may include:	company colour scheme company logo consistent corporate image content restrictions established guidelines and procedures for document production house styles observing copyright legislation organisation name, time, date, document title, filename, etc. in header/footer templates
Complex technical functions may include:	alignment data transfer display features embedding exporting fields form fields formulae importing index linking macros merge criteria page and section breaks sort criteria style sheets table of contents templates
Design choices may include:	balance diversity relative positioning of graphics and headings simplicity text flow typography
Structure and layout may include:	boxes colour columns drawing graphics headings letter and memo conventions page layout photographs typeface white space
Consistency of design and layout may include:	annotated references borders bullet/number lists captions consistency with other business documents footnotes/endnotes indentations page numbers spacings typeface styles and point size
Formatting rows and column may include:	auto distribute fills/shading lines and borders merge cells sorting contents split cell text direction
Other data may include:	clip art data from other software applications digital photographs files graphics quotes references scanned photographs and logos tables, graphs and charts
Formatting of other data may include:	colour cropping layout position in relation to other text size
Printing may include:	print merge print to file to fit specific number of pages with comments with drawing objects with field codes with hidden text
Naming and storing documents may include:	authorised access file names according to organisational procedure e.g. numbers rather than names file names which are easily identifiable in relation to the content file/directory names which identify the operator, author, section, date etc. filing locations organisational policy for backing up files organisational policy for filing hard copies of documents security storage in folders/sub-folders storage on hard/floppy disk drives, CD-ROM, tape back-up
Designated time lines may include:	time line agreed with internal/external client time line agreed with supervisor/person requiring spreadsheet organisational time line e.g. deadline requirements

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU402A Develop and use complex spreadsheets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to use spreadsheet software to complete business tasks and to produce complex documents. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who require skills in the creation of complex spreadsheets to store and retrieve data. They may work as individuals providing administrative support within an enterprise, or may be independently responsible for designing and working with spreadsheets relevant to their own work roles.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to develop spreadsheet	1.1. Organise personal work environment in accordance with ergonomic requirements 1.2. Analyse task and determine specifications for spreadsheets 1.3. Identify organisational and task requirements in relation to data entry, storage, output, reporting and presentation requirements 1.4. Apply work organisation strategies and energy and resource conservation techniques to plan work activities
2. Develop a linked spreadsheet solution	2.1. Utilise spreadsheet design software functions and formulae to meet identified requirements 2.2. Link spreadsheets in accordance with software procedures 2.3. Format cells and use data attributes assigned with relative and/or absolute cell references, in accordance with the task specifications 2.4. Test formulae to confirm output meets task requirements
3. Automate and standardise spreadsheet operation	3.1. Evaluate tasks to identify those where automation would increase efficiency 3.2. Create, use and edit macros to fulfil the requirements of the task and automate spreadsheet operation 3.3. Develop, edit and use templates to ensure consistency of design and layout for forms and reports, in accordance with organisational requirements
4. Use spreadsheets	4.1. Enter, check and amend data in accordance with organisational and task requirements 4.2. Import and export data between compatible spreadsheets and adjust host documents, in accordance with software and system procedures 4.3. Use manuals, user documentation and online help to overcome problems with spreadsheet design and production 4.4. Preview, adjust and print spreadsheet in accordance with organisational and task requirements 4.5. Name and store spreadsheet in accordance with organisational requirements and exit the application without data loss or damage
5. Represent numerical data in graphic form	5.1. Determine style of graph to meet specified requirements and manipulate spreadsheet data if necessary to suit graph requirements 5.2. Create graphs with labels and titles from numerical data contained in a spreadsheet file 5.3. Save, view and print graph within designated time lines

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret and evaluate the purposes and uses of various features of spreadsheets and to use a variety of strategies for planning and reviewing own work proofreading and editing skills to check for accuracy and consistency of information by consulting additional resources numeracy skills to collate and present data, graphs and related references.
Required knowledge
advanced functions of spreadsheet software applications impact of formatting and design on the presentation and readability of data key provisions of relevant legislation from all forms of government, standards and codes that may affect aspects of business operations, such as: anti-discrimination legislation ethical principles codes of practice privacy laws occupational health and safety organisational policies and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing complex spreadsheets developing graphical representations of data contained in spreadsheets.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and software access to samples of data for inclusion in spreadsheets.
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 authenticated documents from the workplace or training environment demonstration of techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: administration units other information and communications technology units.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation strategies may include:	exercise breaks mix of repetitive and other activities rest periods
Energy and resource conservation techniques may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) using power-save options for equipment
Spreadsheet design may include:	analysis appropriateness avoidance of blank rows and columns embedding cell references in formulae formulae formatting and reformatting functions headers and footers headings headings and labels identification and parameters import and export of data labels linked formulae multi-page documents pivot tables relative and absolute cell references split screen operation
Functions may include:	basic financial functions (if available) date functions logical functions (lookup, if, choose, true, false, conditions) mathematical functions (square root, integer, absolute value, round) simple nested functions statistical functions (standard deviation, count, maximum, minimum)
Formulae may include:	addition average comparison division exponentiation multiplication percentage subtraction combinations of above
Macros may include:	printing sections of a spreadsheet
Templates may include:	font types and sizes forms headers and footers headings page formats reports
Importing and exporting data may include:	proofreading reformatting split screen (if available)
Printing may include:	charts entire workbooks selected data within a worksheet worksheets
Naming and storing spreadsheets may include:	authorised access file naming conventions filing locations organisational policy for backing up files organisational policy for filing hard copies of spreadsheets security storage in folders and sub-folders storage on disk drives, CD-ROM, USB, tape back-up, server
Graphs may include:	bar line pie scatter stack 3D
Creating graphs may include:	data range keys and legends labels and titles naming sizing (if possible) using graph menu X and Y axis

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBITU404A Produce complex desktop published documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design and produce complex desktop published documents. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals employed in a range of work environments who require well developed skills in desktop publishing. They may be individuals providing administrative support within an enterprise, or others responsible for the production of their own documents.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare to produce desktop published documents	1.1. Use safe work practices including addressing ergonomic requirements and using work organisation strategies 1.2. Use energy and resource conservation techniques 1.3. Identify document purpose, audience, presentation and final output requirements, and clarify with relevant personnel as required 1.4. Identify organisational and task requirements for desktop published documents to ensure consistency of style and image
2. Design desktop published documents	2.1. Design document to enhance readability and appearance, according to organisational and task requirements 2.2. Determine document type and assess production and design requirements 2.3. Set up and use master pages, templates and styles to ensure consistency of design and layout 2.4. Set up colour palettes according to organisational and task requirements
3. Create desktop published documents	3.1. Prepare, format and enter required text 3.2. Import text from other applications and resolve any formatting issues 3.3. Scan or import graphics from other applications and resolve any formatting issues 3.4. Use complex software functions to arrange text and graphics on page, according to organisational and task requirements
4. Finalise desktop published documents	4.1. Ensure pages. and combined graphics and text are composed correctly, to suit organisational and task requirements 4.2. Check that numerical sequencing and laydown of document is correct, to meet binding and finishing requirements 4.3. Incorporate bleed allowance in margins and borders
5. Produce desktop published documents	5.1. Review text for possible errors and omissions, and resolve any issues 5.2. Produce completed document in line with required final output 5.3. Name and store text documents, in accordance with organisational requirements and exit the application without information loss/damage 5.4. Prepare text documents within designated time lines and organisational requirements for speed and accuracy 5.5. Use manuals, user documentation and online help to overcome problems with document design and production

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements of documents culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities editing and proofreading skills to check own work for accuracy against original keyboarding skills to enter text and numerical data literacy skills to read and understand organisation's procedures and to use models or exemplars to produce a range of documents problem-solving skills to edit documents and to resolve issues of consistency of design.
Required knowledge
formatting styles and their effect on formatting, readability and appearance of documents organisational requirements for ergonomics, work periods and breaks, and energy and resource conservation techniques purposes, uses and functions of desktop publishing software organisational style guide.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying document design and layout principles producing complex desktop published documents.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to samples of desktop published documents.
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 authenticated documents from the workplace or training environment demonstration of techniques in a workplace or simulated environment oral or written questioning to assess knowledge of desktop publishing software functions.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other information and communications technologyunits.

Range Statement

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.
Ergonomic requirements may include:	avoiding radiation from computer screens chair height, seat and back adjustment document holder footrest keyboard and mouse position lighting noise minimisation posture screen position workstation height and layout
Work organisation strategies may include:	exercise breaks mix of repetitive and other activities rest periods
Energy and resource conservation techniques may include:	double-sided paper use recycling used and shredded paper re-using paper for rough drafts (observing confidentiality requirements) utilising power-save options for equipment
Document purpose may include using:	call outs captions concordance files different odd and even pages document protection drawing forms with fields hyperlinks long documents linked or embedded objects mail merge data documents master documents MS WordArt multiple headers and footers multiple sections multiple users primary mail merge documents subdocuments templates
Final output may include:	electronic publishing printed document professionally printed document web services
Organisational and task requirements may include:	company colour scheme company logo consistent corporate image content restrictions established guidelines and procedures for document production house styles master pages observing copyright legislation organisation name, time, date, document title, filename or other fields in headers or footers sheet size style sheets templates
Design may include:	balance boxes colour columns diversity drawing graphics headings letter and memo conventions page layout photographs relative positioning of graphics and headings simplicity text flow typeface typography white space
Consistency of design may include:	annotated references borders bullet/ number lists captions consistency with other business documents footnotes and endnotes indentations kerning and leading page numbers spacings typeface styles and point size
Complex software functions may include:	data transfer display features embedding exporting fields form fields formulae importing index linking macros merge criteria sort criteria table of contents templates
Naming and storing text documents may include:	authorised access file or folder names which identify the operator, author, section, date filing locations file names according to organisational procedure file names which are easily identifiable in relation to the content organisational policy for backing up files storage in folders and sub-folders organisational policy for filing hard copies of documents security and password protection storage on disk drives, CD-ROM, USBs, tape or server back-up
Designated time lines may include:	time line agreed with interna or external client time line agreed with supervisor or person requiring document organisational time line e.g. deadline requirements

Unit Sector(s)

Unit sector

Competency field

Competency field	Information and Communications Technology - IT Use

Co-requisite units

Co-requisite units

BSBLED101A Plan skills development

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify and document current skills and to plan future skills development under the guidance of an appropriate adviser. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals developing basic skills and knowledge of career planning and skills development in preparation for working in a broad range of settings.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Seek advice on future career directions	1.1. Identify possible career directions in industry or organisation 1.2. Identify and prioritise personal work goals 1.3. Discuss future work/career directions with appropriate people and identify additional skills requirements 1.4. Take into account personal values and attitudes regarding work and business, in planning future work/career directions 1.5. Identify additional skills required and determine appropriate method/s to acquire these skills
2. Conduct self assessment of skills	2.1. Identify work, life and study experiences relating to business 2.2. Assess current skills, knowledge and attitudes against a checklist of relevant competencies 2.3. Discuss results of self-assessment with trainer or assessor 2.4. Identify further skills development needs
3. Prepare portfolio of evidence	3.1. Identify and discuss types of evidence required 3.2. Develop a clear understanding of the purpose of evidence 3.3. Collect examples of evidence for portfolio 3.4. Complete application for recognition of current competency and/or personal resume with assistance from assessor

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy and communication skills to access information to identify career options and personal work goals, and to draft a portfolio of evidence problem-solving skills to solve routine problems related to the workplace, under direct supervision technology skills to use business equipment, under direction.
Required knowledge
importance of skills development in career planning terms sources of advice on career planning and skill development types of evidence and ways of creating portfolios of evidence.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documentation of personal strengths and areas for future skill development documentation of proposed career plan evidence of current competencies knowledge of the importance of skills development in career planning terms.
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 resumes and career planning resources.
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 prioritisation of personal work goals analysis of responses to case studies and scenarios observation of presentations oral or written questioning to assess knowledge of types of evidence and ways of creating portfolios of evidence review of documentation identifying further skills development needs analysis of portfolio.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other learning and development units.

Range Statement

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.
Appropriate people may include	assessors colleagues mentors supervisors trainers
Method/s to acquire additional skills may include:	attendance at workshop or demonstration formal course participation on-the-job coaching or mentoring work experience
Experiences relating to business may include:	family responsibilities study including formal or informal learning volunteer or recreational experience work experience
Checklist may include:	personal skills and attributes practical skills strengths and weaknesses
Relevant competencies may include:	academic results interpersonal skills organisation skills personal attributes personal skills e.g. demonstrated leadership, team work practical skills directly related to a workplace
Types of evidence may include:	academic results including informal studies personal interests and experiences previous employment recreational experiences volunteer work work experience
Purpose of evidence may include:	assessment of current competencies building a picture of personal attributes documentation of competencies relevant to the workplace identification of areas for further skill development identification of strengths and weaknesses
Personal resume may include:	contact details education and extra curricular activities past employment and/or volunteer work personal attributes, skills, strengths professional development i.e. formal or informal courses undertaken work experience work related or personal references

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED301A Undertake e-learning

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake learning using electronic and communication technologies. It relates to the identification of learning needs and opportunities and to the development of an e-learning plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	The unit focuses on learning undertaken with the use of electronic and communication technologies. It is particularly useful in situations requiring self-directed or self-managed approaches to learning.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify learning needs	1.1. Identify personal learning needs and skill gaps through self assessment 1.2. Self-assess learning factors related to e learning and identify any support required to optimise e learning outcomes 1.3. Identify and prioritise required outcomes from e learning in accordance with individual, team and organisational requirements
2. Identify e-learning opportunities	2.1. In consultation with management, assess the range of suitable e-learning opportunities in accordance with identified learning outcomes, available technology, time and budgetary requirements 2.2. Examine e learning content, materials and on-line methodology to determine their quality, applicability and acceptability to individual and organisational requirements 2.3. Determine blended training solutions in accordance with organisational requirements where e learning opportunities alone are insufficient to meet personal learning needs
3. Develop an e-learning plan	3.1. Negotiate the inclusion of agreed e learning opportunities and timeframes in learning plans in accordance with individual and organisational needs 3.2. Negotiate and include time required to access e learning opportunities in learning plans 3.3. Prepare, and obtain management agreement for, learning plans and required resources 3.4. Negotiate with management for the recognition of competencies developed through e learning
4. Undertake e-learning	4.1. Agree re-negotiated workload and deadlines with management to provide for the allocation of e learning time in accordance with agreed e learning plan and budgetary requirements 4.2. Undertake e learning in accordance with e learning plan and manage contingencies when unforeseen circumstances arise 4.3. Manage the integration of work and learning in accordance with the e learning plan and organisational requirements
5. Review e-learning	5.1. Evaluate the e learning experience in terms of its applicability to individual learning style and individual / organisational satisfaction with the process and the outcomes 5.2. Consider the advantages and disadvantages of e learning and make recommendations regarding participation in future e learning where necessary 5.3. Review and adjust individual e learning plan in accordance with individual requirements and organisational needs

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills for negotiation with management computer literacy to access e-learning literacy skills to interpret information about e-learning opportunities numeracy skills of complying with budgetary requirements self assessment skills to identify skill gaps self management skills to maintain motivation and seek assistance time management skills
Required knowledge
Internet / World Wide Web legal, ethical and security issues relating to e-learning organisational learning and development policy personal competency requirements relevant legislation, codes and national standards such as: award and enterprise agreements national, State/Territory legislative requirements especially in regard to Occupational Health and Safety industry codes of practice OECD International Guidelines for Consumer Protection in E-Commerce copyright laws anti-discrimination defamation laws privacy legislation intellectual property, confidentiality requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: integrated demonstration of all elements of competency and their performance criteria negotiating with stakeholders to develop an e-learning plan that meets individual and organisational needs successful contingency management satisfactory e-learning outcomes for self and organisation.
Context of and specific resources for assessment	Assessment must ensure: the learner and trainer have access to appropriate documentation and resources normally used in the workplace.
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: assessment of learning outcomes resulting from the application of e-learning and the development of options to address contingencies direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on e-learning programs review of learning plan and its development oral or written questioning to assess knowledge of e-learning applications, self-assessment processes and evaluation techniques. Evidence should be collected over a period of time which is sufficient to include an appropriate range and variety of situations.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate III in Customer Contact.

Range Statement

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.
Learning needs may include:	application of new information business processes competencies to access e-learning corporate values and culture development/update of existing skills and knowledge new technology new work practices
Learning factors may include:	comfort with online technologies cultural, language and educational background language, literacy and numeracy level of confidence or anxiety physical ability / disability preferred learning style previous experience with e-learning
Required support may include:	access to the internet from home class-based / face-to-face dedicated e-learning personal computer in a quiet location in the workplace induction into e-learning laptop computer learning / assessment partners online tutors print-based materials technical experts workplace mentors
e-learning opportunities may include:	discussion boards e-mail intranet iPod mobile phones multi-media PC based video-conferencing internet
Online methodology may include:	adaptable to learner preferences and values business simulations choice of male or female 'mentor' e-seminars, with experts talking on video about cutting edge developments e-study: a blend of text, graphics and on-screen interactions exploration of underlying issues interaction with fellow e-students and instructors in threaded discussions interactive technologies mentor discussion re choices made personalised to user's learning style scenarios short (10 - 15 minute) segments use of multimedia user control of the action
Blended training solutions may include:	e-learning and face-to-face training courses e-learning and on-the-job training e-learning and traditional distance education
Contingency management may include:	re-negotiating dedicated e-learning time re-negotiating timeframes re-negotiating work deadlines re-scheduling e-learning
Unforeseen circumstances may include:	absent staff changed work requirements illness (self or others) increased workload urgent work

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED401A Develop teams and individuals

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of learning and development who apply their skills in addressing development needs to meet team objectives. They may have responsibility to provide guidance or to delegate aspects of tasks to others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine development needs	1.1. Systematically identify and implement learning and development needs in line with organisational requirements 1.2. Ensure that a learning plan to meet individual and group training and development needs is collaboratively developed, agreed to and implemented 1.3. Encourage individuals to self-evaluate performance and identify areas for improvement 1.4. Collect feedback on performance of team members from relevant sources and compare with established team learning needs
2. Develop individuals and teams	2.1. Identify learning and development program goals and objectives, ensuring a match to the specific knowledge and skill requirements of competency standards relevant to the industry 2.2. Ensure that learning delivery methods are appropriate to the learning goals, the learning style of participants, and availability of equipment and resources 2.3. Provide workplace learning opportunities, and coaching and mentoring assistance to facilitate individual and team achievement of competencies 2.4. Create development opportunities that incorporates a range of activities and support materials appropriate to the achievement of identified competencies 2.5. Identify and approve resources and time lines required for learning activities in accordance with organisational requirements
3. Monitor and evaluate workplace learning	3.1. Use feedback from individuals or teams to identify and implement improvements in future learning arrangements 3.2. Assess and record outcomes and performance of individuals/teams to determine the effectiveness of development programs and the extent of additional development support 3.3. Negotiate modifications to learning plans to improve the efficiency and effectiveness of learning 3.4. Document and maintain records and reports of competency according to organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to receive and report on feedback, to maintain effective relationships and to manage conflict culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities leadership skills to gain trust and confidence of clients and colleagues literacy skills to read, write and understand a variety of texts; and to edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information negotiation skills to achieve mutually acceptable outcomes technology skills to support effective communication and presentation.
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) facilitation techniques to encourage team development and improvement organisational policies, plans and procedures career paths and competency standards relevant to the industry.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and implementing learning opportunities for others giving and receiving feedback from team members to encourage participation in and effectiveness of team creating learning plans to match skill needs knowledge of relevant legislation.
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 learning and development plans, policies and procedures examples of documents relating to diversity policies and procedures.
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 analysis of responses to case studies and scenarios oral or written questioning to assess knowledge of career paths and competency standards relevant to the industry review of records and reports of competency.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: management units other learning and development units.

Range Statement

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.
Learning and development needs may include:	career planning/development coaching, mentoring and/or supervision formal/informal learning programs internal/external training provision performance appraisals personal study recognition of current competence/skills recognition work experience/exchange/opportunities workplace skills assessment
Organisational requirements may include:	access and equity principles and practices anti-discrimination and related policy business and performance plans confidentiality and security requirements 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
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
Learning delivery methods may include:	conference and seminar attendance formal course participation induction involvement in professional networks on-the-job coaching or mentoring presentations/demonstrations problem-solving work experience
Equipment and resources may include:	facilities funding guest speakers technological tools and equipment time training equipment such as whiteboards and audio-visual equipment
Coaching and mentoring assistance may include:	fair and ethical practice non-discriminatory processes and activities presenting and promoting a positive image of the collective group problem-solving providing encouragement providing feedback to another team member respecting the contribution of all participants and giving credit for achievements

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED501A Develop a workplace learning environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning, and to monitor and improve learning performance. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers. All managers have a prominent role in encouraging, supporting and facilitating the development of a learning environment in which work and learning come together. At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Create learning opportunities	1.1. Identify potential formal and informal learning opportunities 1.2. Identify learning needs of individuals in relation to the needs of the team and/or enterprise, and available learning opportunities 1.3. Develop and implement learning plans as an integral part of individual and team performance plans 1.4. Develop strategies to ensure that learning plans reflect the diversity of needs 1.5. Ensure organisational procedures maximise individual and team access to, and participation in, learning opportunities 1.6. Ensure effective liaison occurs with training and development specialists and contributes to learning opportunities which enhance individual, team and organisational performance
2. Facilitate and promote learning	2.1. Develop strategies to ensure that workplace learning opportunities are used and that team members are encouraged to share their skills and knowledge to encourage a learning culture within the team 2.2. Implement organisational procedures to ensure workplace learning opportunities contribute to the development of appropriate workplace knowledge, skills and attitudes 2.3. Implement policies and procedures to encourage team members to assess their own competencies, and to identify their own learning and development needs 2.4. Share the benefits of learning with others in the team and organisation 2.5. Recognise workplace achievement by timely and appropriate recognition, feedback and rewards
3. Monitor and improve learning effectiveness	3.1. Use strategies to ensure that team and individual learning performance is monitored to determine the type and extent of any additional work-based support required, and any occupational health and safety (OHS) issues 3.2. Use feedback from individuals and teams to identify and introduce improvements in future learning arrangements 3.3. Make adjustments, negotiated with training and development specialists, for improvements to the efficiency and effectiveness of learning 3.4. Use processes to ensure that records and reports of competency are documented and maintained within the organisation's systems and procedures to inform future planning

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: deal with people openly and fairly encourage colleagues to share their knowledge and skills gain the trust and confidence of colleagues use consultation skills effectively literacy skills to access and use workplace information planning and organisational skills to facilitate, promote and monitor learning by: developing learning plans establishing a workplace which is conducive to learning evaluating the effectiveness of learning identifying learning needs negotiating learning arrangements with training and development specialists selecting and using work activities to create learning opportunities using coaching and mentoring to support learning.
Required knowledge
management of relationships to achieve a learning environment principles and techniques involved in the management and organisation of: adult learning coaching and mentoring consultation and communication improvement strategies leadership learning environment and learning culture monitoring and reviewing workplace learning problem identification and resolution record keeping and management methods structured learning work-based learning.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: methods for reviewing performance development needs and techniques for providing feedback on those needs models for planning professional development options available for professional development knowledge of relationship management required to achieve a learning environment.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of performance in role plays observation of presentations oral or written questioning to assess knowledge of the principles and techniques involved in the management and organisation of adult learning review of the development and implementation of learning plans evaluation of how workplace achievement is recognised review of processes used to record and report competency.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Management.

Range Statement

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.
Learning opportunities may include:	structured learning activities conducted outside and within the workplace such as: accredited training through an independent organisation such as a state/territory OHS authority action learning short courses training through a Registered Training Organisation (RTO) leading to a nationally recognised Australian Qualifications Framework (AQF) qualification or Statement of Attainment workshops workplace learning activities, that may also contribute to a recognised credential, such as: coaching exchange/rotation induction mentoring shadowing
Learning needs may include:	developmental learning, for example the learning required to progress through an organisation and take on new tasks and roles gaps between the competencies held by the employee, and the skills and knowledge required to effectively undertake workplace tasks
Learning plans may include:	codes of conduct key performance indicators negotiated agreement with individual/s OHS requirements performance standards team competencies team roles and responsibilities work outputs and processes
Diversity of needs may include:	learning needs that relate to social, cultural and other types of workplace diversity, such as the need for varied communication styles and approaches
Training and development specialists may be:	internal external
Encourage a learning culture may refer to:	encouraging learning and sharing skills and knowledge across the work team and the wider organisation to develop competencies of individual team members and the team as a whole

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBLED502A Manage programs that promote personal effectiveness

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage programs within a health and wellbeing focus. The unit addresses the management of the range of programs that would typically be associated with health and wellbeing such as stress management, smoking cessation, exercise, Employee Assistance Programs (EAPs). No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to human resources managers, human resources personnel or other managers who take responsibility for managing staff health and wellbeing program/s or activities. It has particular relevance for managers of human resources or diversity programs, frontline managers and specialist consultants responsible for promoting a balance between work demands and personal life. It is not assumed that the manager will be directly involved in delivering the program/s.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research and analyse employee health issues	1.1. Identify and collect information on employee health issues from appropriate internal and external sources 1.2. Review findings and their implications for the organisation and business objectives 1.3. Develop options for addressing identified health issues 1.4. Obtain support from senior managers for preferred option/s
2. Plan health and wellbeing program/s	2.1. Develop program/s scope and objectives in consultation with appropriate industry consultants, colleagues and managers 2.2. Plan and create administrative structure and resources for the program/s 2.3. Establish program responsibilities and clearly communicate to all stakeholders 2.4. Plan communications and marketing strategies in conjunction with stakeholders 2.5. Establish suitable evaluation methods, develop an overall program management plan and communicate this plan to stakeholders
3. Implement, administer and monitor program/s	3.1. Prepare policy documents, and implement and monitor strategies in conjunction with program team members 3.2. Provide appropriate support, assistance and mentors to relevant personnel 3.3. Implement and monitor tracking systems according to program guidelines 3.4. Reach program milestones within agreed time lines and provide regular progress reports to stakeholders
4. Evaluate program/s	4.1. Use agreed evaluation methods to assess the effectiveness of the program at specific stages 4.2. Communicate information from program evaluation process to stakeholders 4.3. Incorporate evaluation process and outcomes into continuous improvement strategies, enterprise agreements and future corporate plans

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
planning and organising skills to schedule and monitor activities research and analysis skills to explore employee health issues and to review data to determine whether employee health initiatives are meeting their objective.
Required knowledge
range of employee health issues and options for improving health outcomes employee health program design and evaluation techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: research on employee health issues and a plan to improve employee health in one or more areas techniques for monitoring an employee health program and evaluating its effectiveness knowledge of a range of employee health issues and options for improving health outcomes.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports on employee health issues and options to address health issues of concern direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on employee health programs review of documentation aligning strategies with corporate goals, mission statements and directions review of program management plan and how it was communicated to stakeholders evaluation of progress reports to stakeholders oral or written questioning to assess knowledge of employee health program design and evaluation techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Human Resources Management.

Range Statement

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.
Employee health issues may include:	alcohol or other drug use diet and obesity lifestyle related diseases, such as diabetes mental health, including depression and anxiety obesity physical fitness smoking stress
Business objectives may include:	becoming an employer of choice improving productivity reducing illness and absenteeism triple bottom line
Options may include:	changing canteen offerings conducting information or awareness-raising programs developing policies on health food, stress management or other health issues EAPs offering more flexibility in working hours or leave arrangements offering training or skills development programs subsidising exercise programs, gym membership or smoking cessation
Stakeholders may include:	colleagues, team members or other staff members owners/management/financial backers
Program management plan will normally include:	additional resource requirements (including technology) cost benefit analysis and contingency plans key program milestones strategies to assess, review and communicate progress against program goals strategies to obtain management approval for program plan
Evaluation methods may include:	collection of qualitative data collection of quantitative data cost benefit analysis feedback from consultants or staff delivering program/s interviews mapping against agreed goals and priorities

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED503A Maintain and enhance professional practice

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required by individuals to manage their own professional development and ongoing performance. This unit addresses the process required to maintain a high level of professional performance in a particular field. It includes modelling high standards of performance according to professional standards and procedures, and the processes and outcomes involved in determining professional development needs and participating in associated activities. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who are required to maintain and manage their professional development at a high standard. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Model high standards of performance	1.1. Ensure personal performance is consistent with the organisation's goals and objectives 1.2. Ensure work goals and plans reflect individual responsibilities in accordance with organisational and legal requirements
2. Determine personal development needs	2.1. Assess personal skills and knowledge against relevant benchmarks to determine development needs and priorities 2.2. Identify changes in professional practices and codes of conduct 2.3. Use feedback from colleagues and clients to identify personal learning needs and areas of professional development 2.4. Identify future career options 2.5. Update and document personal learning needs 2.6. Discuss personal development needs with relevant personnel for inclusion in professional development plan
3. Participate in professional development activities	3.1. Select development opportunities suitable to personal learning styles to support continuous learning and maintain currency of professional practice 3.2. Participate in professional networks to support continuous learning and to maintain professional practice 3.3. Use technology to maintain regular communication with relevant networks, organisations and individuals
4. Reflect on and evaluate professional practice	4.1. Research developments and trends impacting on professional practice and integrate them into work performance 4.2. Use feedback from colleagues, supervisors, staff and clients to identify and introduce improvements in work performance 4.3. Identify innovative and responsive approaches for improving professional practice through the use of continuous improvement techniques and processes 4.4. Track progress through a personal portfolio or other mechanism 4.5. Manage records, reports and recommendations for improvement

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
self-management skills to: systematically evaluate personal work practices to improve performance or understanding identify gaps in skills or knowledge obtain competencies or capabilities to meet current and future organisational objectives research skills to: keep up with trends in professional development in current and future roles identify relevant industry affiliations communication skills to: obtain feedback from colleagues and clients participate in professional networks interpersonal skills to: participate in industry events and activities build professional relationships build an industry network participate in communities of practice literacy skills to: document personal learning needs read and interpret information, such as legal and organisational policy documents complete and maintain records relating to professional development time-management skills to: organise professional development activities analyse and identify career options
Required knowledge
organisational goals and objectives organisational processes, procedures and opportunities relating to professional development range of continuous improvement techniques and processes, and their application social and education trends and changes impacting on legal practices and legal profession networks relevant to professional practice ethical and inclusive standards, principles and practices types and availability of training development activities and opportunities relevant policies, legislation, codes of practice and national standards, including commonwealth, state or territory legislation, for example: industry and workplace requirements duty of care under common law recording information and confidentiality requirements anti-discrimination, including equal opportunity, racial vilification and disability discrimination workplace relations industrial awards and enterprise agreements relevant OHS knowledge relating to work role and work context, and OHS when managing own professional practice and performance

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: document personal learning needs research networks, developments and trends apply continuous improvement techniques and processes reflect on own professional practice obtain feedback from clients and colleagues identify and address professional development needs.
Context of and specific resources for assessment	Assessment must ensure access to: relevant organisational and legal documentation networks, technology and modes of communication contemporary information on professional development and career planning relevant to occupation.
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: professional development portfolio and/or self-reflection journal maintained over a period of time case studies evidence of networking and using technology to gain information and other support evidence of feedback from colleagues and clients on professional practice.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Organisation's goals and objectives may relate to:	business plan client satisfaction financial performance flexibility and client responsiveness marketing and client service operational plan organisation's code of conduct people management quality and quality assurance strategic plan.
Organisational and legal requirements may include:	administrative and records management system, for example: document version control maintenance, retention, archiving, retrieval, storage and security of assessment information reporting and recording requirements and arrangements access and equity availability of policies and procedures client selection, enrolment and induction/orientation collaborative and partnership arrangements confidentiality and privacy requirements customer complaints, grievances and appeals defined resource parameters ethical standards financial management, including refund policies and systems to protect fees paid in advance (ifÂ appropriate) recognition of qualifications issued by other training and/or assessment organisations risk identification and management, including OHS quality and continuous improvement processes and standards, such as validation systems staff recruitment, induction and ongoing development and monitoring.
Feedback may include:	comments from clients comments from supervisors and colleagues formal and informal performance appraisals personal reflective behaviour strategies routine organisational methods for monitoring service delivery.
Relevant personnel may include:	career development professional coach human resource personnel mentor supervisor.
Professional development plan refers to:	organisation's professional development plan for each individual staff member, outlining: work and personal career objectives identified areas requiring development learning opportunities and activities relevant work activities and projects links to organisational training needs profile.
Development opportunities may include:	attending relevant conferences, seminars and workshops coaching and mentoring internal training and development programs networking with internal and external colleagues reading relevant journals and literature undertaking higher education or further VET qualifications undertaking professional development in specific areas of practice.
Professional networks may include:	informal networks, such as: contacts in vocational education and training other employees in the same or different organisation people working in industry or vocational area formal networks, such as: communities of practice interest and support groups, e.g. alumni groups professional and occupation associations regional, specialist and peak associations.
Developments and trends may include:	legislative and regulatory changes affecting legal practices new developments, directions and trends affecting job role new or revised Training Packages in vocational area of expertise policy changes in the legal profession.
Continuous improvement techniques and processes may include:	limited and systemic evaluation ongoing education and training review and maintenance of records self-assessment strategic business and operational planning team meetings and networking.

Unit Sector(s)

Unit sector

Competency field

Competency field	Leadership

Co-requisite units

Co-requisite units

BSBLED701A Lead personal and strategic transformation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to analyse and improve personal leadership style and professional competence, and to lead organisational transformation and learning for strategic outcomes. The unit also covers leading transformational practices, cultivating collaborative practices, completing ongoing professional development, and providing strategic leadership in a dynamic context. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders or managers working in organisations where learning is used to build capabilities. Their effectiveness is based on professional expertise and personal integrity, and they provide a role model for others. The unit may relate to learning activities within a small to medium sized organisation or a significant unit of activity in a large organisation. Leaders in learning must be able to respond strategically, acting as transformational agents in response to multiple drivers for change - they seek to improve competitive advantage through transformation of individual, team and operational capabilities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Reflect on personal efficacy	1.1. Identify and apply strategies to create a climate that encourages and allows for the receiving and giving of effective feedback 1.2. Regularly review personal efficacy, personal competence, and attainment of professional competence outcomes and personal development objectives and priorities 1.3. Review capacity as a role model in terms of ability to build trust, confidence and respect of diverse groups and relevant individuals 1.4. Evaluate personal efficacy and ability to build an effective organisational and workplace culture 1.5. Analyse and evaluate personal effectiveness in developing the competence required to achieve operational accountabilities and responsibilities
2. Lead in a transformational manner	2.1. Apply transformational and transactional leadership practices in a given context 2.2. Demonstrate empathy in personal communication relationships and day-to-day leadership role 2.3. Lead consistently, in an inclusive manner that is respectful of individual differences 2.4. Control and appropriately regulate own potentially disruptive emotions and impulses 2.5. Manage work-based relationships effectively 2.6. Integrate emotions with cognitions in personal leadership style 2.7. Evaluate personal leadership style and apply to a given context
3. Model and cultivate collaborative thinking	3.1. Display judgement, intelligence and commonsense when undertaking day-to-day leadership role 3.2. Analyse relevant legislation, information and intelligence sources when evaluating business opportunities 3.3. Draw upon personal expertise of self and relevant individuals to achieve strategic results 3.4. Seek and encourage contributions from relevant individuals 3.5. Use collaborative communication and learning approaches to model and encourage such practices in the workplace 3.6. Cultivate existing and new, collaborative and participative work relationships
4. Provide strategic leadership during change processes	4.1. Convey organisational direction and values positively to relevant individuals and relevant stakeholders 4.2. Analyse impact and role of leadership during organisational change 4.3. Analyse and confirm capacity and competence of relevant individuals consistent with their ability to contribute to change processes and plans 4.4. Develop learning and communication solutions to address problems and risks arising for individuals during organisational change 4.5. Identify leadership styles and develop approaches to best respond to the impact of change on people and processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
problem-solving, initiative and enterprise skills to: direct, motivate, consult and delegate appropriate to the circumstances collect, analyse and interpret data using a range of methods shape strategic thinking and inspire others through a shared vision work with teams with diverse emotional and multiple intelligences and thinking (cognition) skills teamwork skills to lead a team, workgroup or unit, being aware of employee needs and requirements self-management skills to: provide leadership in occupational health and safety (OHS) practice, ethical standards, legislative requirements and corporate governance review own personal and professional competence against personal development objectives support and use participative arrangements aimed at establishing trust communication skills to: maintain appropriate relationships with colleagues and others value and be open to, the opinions of others work as part of a team model collaborative communication and learning use active listening and negotiation skills encourage participation across all levels of personnel and clients seek opinions and elicit feedback from a range of stakeholders develop written texts which deal with complex ideas and concepts technology skills to use office computer applications
Required knowledge
relevant legislation that affects the business operation, especially in regard to OHS and environmental issues, equal opportunity and anti-discrimination, industrial relations organisation mission, purpose and values organisation objectives, plans and strategies leadership styles personal development planning methodologies data collection methods external environment scanning relating to social, political, economic and technological developments emotional intelligence and its relationship to individual and team effectiveness organisational transformation and the management of the stages of change organisational design and building in responsiveness of operations to change in customer or market conditions

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: capacity to improve own development, personal leadership style and self-management skills demonstrated application of leadership style and approach appropriate to individuals involved, outcomes being sought and context knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of complex tasks/projects and situations access to appropriate documentation and resources normally used in the workplacesuch as organisational policies and procedures, relevant legislation access to clients.
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 applied projects and learning activities such as reports and case studies direct observation of contextual application and presentations to a range of stakeholders oral or written questioning to assess knowledge of leadership styles analysis of personal reflection and self-awareness of leadership styles and impact of this approach on task completion and others review of personal development plan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINN501A Establish systems that support innovation BSBINN601B Manage organisational change BSBINN801A Lead innovative thinking and practice BSBLED702A Lead learning strategy implementation PSPHR616A Manage performance management system.

Range Statement

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.
Personal efficacy may include:	accurately reflecting and performing self-assessment having self-confidence recognising personal emotional responses in a given context.
Personal competence may include:	accessibility adaptability to change decisiveness flexibility personal performance appraisal self-analysis.
Relevant individuals may include:	employees, staff employers government agencies and departments industry associations and employer bodies industry representatives national Industry Skills Councils professional associations regulatory, licensing and compliance authorities research agencies students state and territory industry training advisory bodies subject or technical specialists and experts trade unions universities.
Accountabilities and responsibilities may include:	clarifying who is to be accountable for a decision or action prior to its execution identifying groups, individuals and activities for which a person is responsible for managing.
Controlling and appropriately regulating disruptive emotions and impulses may include:	avoiding personal responses that may be insensitive or inappropriate in a given context managing disruptive emotions and impulses positively shaping interpersonal relationships self-control.
Cognitions may include:	thinking through personal and other team member's responses to given situations thinking through problems and plans.
Leadership style will usually be differentiated by five classical approaches:	autocratic (non-participative) charismatic flexibility democratic (participative) laissez faire (free reign) paternalistic.
Intelligence refers to:	emotional and decision making intelligence.
Relevant stakeholders may include:	administrative and regulatory bodies coordinators, teachers, assessors, coaches, mentors and support staff experts industry, employees, employer, professional and peak bodies or associations other employers public or private sector enterprises students suppliers and business partners training and assessment organisation.
Risks may include:	issues, concerns or actions likely to result in a negative outcome, for example preventing the organisation to meet its objectives likely consequences of such an event on organisational performance and business continuity management.

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED702A Lead learning strategy implementation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide professional leadership in improving organisational learning, and the quality of training and assessment products and services. The unit also covers leading strategy formation; designing, developing and implementing an organisational learning strategy; and reviewing and improving overall organisational learning and development. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior leaders or managers working in an enterprise where learning is used to build capabilities. The unit may relate to leadership of a small to medium sized organisation or a significant unit of activity in a large organisation. Effective leadership requires the professional respect of colleagues, contacts, clients and the community. When applied to the development of organisational learning strategies this involves contributing to organisational strategies, business plans, goals, values and the bottom line by providing learning related services either directly, through partnerships or by using external providers. Learning leaders must be able to collaboratively implement relevant organisational strategies to ensure learning has a strategic role among the ever changing context and complex influences that affect learners, employees, and business and learning processes.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Provide leadership to learning strategy formation	1.1. Evaluate approaches to learning and workplace training against organisational strategic requirements 1.2. Analyse and confirm with key stakeholders the contribution of organisational learning to competitiveness 1.3. Examine and review options relating to deploying quality policies and processes in organisational learning 1.4. Analyse and plan requirements for an organisational learning strategy to support organisational strategic and policy requirements 1.5. Analyse and plan technological and systems requirements relating to an organisational learning strategy 1.6. Analyse and align organisational learning strategy with human resources and learning requirements and plans
2. Design and develop organisational learning strategy	2.1. Design organisational learning strategy to achieve instructor, learner and organisational strategic requirements 2.2. Include relevant units of competency, modules from accredited courses or non-accredited training specifications in organisational learning strategy 2.3. Develop flexible organisational learning strategies to permit and promote responsiveness of the organisation to changed circumstances and priorities 2.4. Design and develop learning and assessment strategies to support organisational strategic requirements 2.5. Establish processes and procedures for allocating and managing resources and staff, required to implement organisational learning strategy 2.6. Structure compliant assessment and recognition policies and processes appropriate to organisational strategic requirements 2.7. Structure procurement and supply policies and processes appropriate to organisational strategic requirements
3. Implement organisational learning strategy	3.1. Implement organisational learning strategy appropriate to organisational requirements 3.2. Validate organisational assessment methods and assessment tools consistent with learning and wider operational needs 3.3. Source learning resources compliant with specific international, national, industry and workplace needs 3.4. Review policies and procedures for continuing relevance, operational effectiveness and to identify any gaps 3.5. Systematically evaluate strategic outcomes attained through organisational learning strategy and update policies and procedures accordingly
4. Review organisational learning and development	4.1. Develop procedures to systematically liaise with educators, learners and others to monitor how well learning strategies and learning resources achieve organisational learning targets 4.2. Monitor and incorporate national policy and system changes into organisational learning and development strategies and practices 4.3. Modify or design learning strategies and learning resources to support the implementation of improved learning policies and procedures
5. Improve organisational learning strategy formation	5.1. Evaluate end-to-end implementation of organisational learning strategy 5.2. Review performance of resources and people supporting organisational learning strategy implementation 5.3. Construct and present plans for improving organisational learning strategy formation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to: communicate ideas, policies and procedures of an organisation encourage participation across all levels of personnel and clients seek opinions and elicit feedback from a range of stakeholders planning and organising skills to: develop, implement and review organisational learning strategy establish rules and procedures to ensure the effective implementation of organisational learning strategy allocate and assess performance of resources relating to organisational learning strategy problem-solving, initiative and enterprise skills to: complete research and analyse findings research and analyse organisational learning theory and procedures strategically evaluate outcomes of an organisational learning strategy design and create systems and processes to support learning self-management and learning skills to: evaluate personal effectiveness and professional competence lead the way in occupational health and safety (OHS) practice, ethical standards, legislative requirements and corporate governance.
Required knowledge
authoritative responsibilities and parameters within the organisation consultation and communication processes to support and encourage organisational input into polices and procedures development processes contemporary approaches to assessment instrument and strategy design contemporary organisational learning strategy design and development continuous improvement processes associated with organisational learning strategy implementation processes and their impact on an organisation locations, types and sources of relevant organisational documentation organisational evaluation strategies organisational learning theory quality management compliance requirements as it relates to organisational learning range of international e-learning compliance regimes relevant authority compliance requirements and obligations, for example under the Australian Quality Training Framework (AQTF) Standards for Registered Training Organisations (where applicable) relevant policy, legislation, codes of practice and national standards including commonwealth and state/territory legislation as it relates to the job role technology and systems requirements to support an organisational learning strategy.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrated capacity to research and evaluate models and approaches to organisational learning developing consultation and communication processes to support and encourage personnel input into design, implementation and review of organisational learning strategy initiating and implementing learning program partnerships in line with relevant regulatory, employment and organisational requirements sourcing, and if required modifying, learning resources or assessment tools to meet the requirements of organisational learning strategies knowledge of relevant authority compliance requirements and obligations.
Context of and specific resources for assessment	Assessment must ensure: competence is consistently demonstrated over time, and over a range and variety of complex tasks/projects and situations access to required assessment facilities and resources.
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 applied projects or learning activities, such as planning and implementing training and assessment, designing organisation's approach to training and assessment services, reviewing AQTF compliance and integration with organisational systems and learning frameworks, learning system compliance, and policy development and review observation of contextual application of knowledge and skills oral or written questioning to assess knowledge of organisational learning theory.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINN801A Lead innovative thinking and practice BSBLED701A Lead personal and strategic transformation BSBLED704A Review enterprise e-learning systems and solutions implementation BSBLED710A Develop human capital BSBREL701A Develop and cultivate collaborative partnerships and relationships PSPHR616A Manage performance management system PSPMNGT614A Facilitate knowledge management.

Range Statement

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.
Organisational strategic requirements may include:	access and equity principles and practices available technology and learning systems business and performance plans collaborative or partnership arrangements confidentiality requirements defined resource parameters efficiency and effectiveness of supply arrangements with third party suppliers (i.e. procurement arrangements) ethical standards existing technology and systems in place to manage performance, customer service, decision support, suppliers, learning, compliance and related activities goals, objectives, plans, systems and processes at corporate, strategic, operational and other levels of planning legal and organisational policies, guidelines and requirements OHS policies, procedures and programs quality and continuous improvement processes and standards quality assurance and procedures manuals recording and reporting procedures
Key stakeholders may include:	customers learners instructional designers instructors management and staff peers public public agencies, especially regulators suppliers and learning partners
Organisational learning strategy may include:	identification of personnel responsible for the implementation of the organisational learning strategy integrated strategic activity or multiple related activities or strategies being conducted for one defined organisation or entity mechanisms for involving personnel in the decision making and implementation mechanisms for the introduction of new or modified policies and procedures for an organisation or client mechanisms to facilitate continuous improvement processes quality procedures or workflow associated with implementation of learning and assessment strategies
Technological and systems requirements may include:	authoring tools learning environments learning management systems mode and format of content developed by the organisation and its suppliers mode of teaching (mix of face-to-face and online, blended, computer-based learning, distance) networks and bandwidth numbers of users, including concurrent system users storage and presentation systems including learning content management systems and learning object repositories
Human resources and learning requirements may include:	consistency in training and/or assessment services provided framework for consultation processes with industry for development of training and/or assessment services framework under which the provision of training and/or assessment services is conducted identification of roles and responsibilities of key personnel in an organisation mechanisms to facilitate continuous improvement within the training and/or assessment organisation transparency of the training and/or assessment organisation's approach to training and/or assessment services
Accredited courses may include:	courses accredited by a state/territory course accrediting body, which meet the requirements of the AQTF Guidelines for Course Developers courses resulting in credentials issued by a recognised higher education institution
Compliant learning resources and systems in the context of organisational learning strategy development my include:	accessibility and diversity needs (i.e. W3C) AQTF Standards for Registered Training Organisations content storage, discovery, management and access standards and reference models (i.e. ADL Registry, CORDRA, S1000D) international e-learning standards, specifications and reference models (i.e. SCORM, IEEE, IMS, AICC) industry standards/benchmarks OHS requirements training and/or assessment organisation standards
Assessment methods may include:	analysing portfolios and evidence compiled by the candidate questioning (for example, computer, oral and written questions) real work, real time activities (for example, direct observation and third party reports) reviewing evidence regarding recognition of current competence/skills recognition structured activities (for example, simulation exercises, demonstration and activity sheets)
Assessment tools may include:	instruments for recording summative assessment outcomes against the requirements of a unit of competency procedures, information and instructions for the assessor or candidate on use of assessment instruments and assessment conditions tools for use in assessments such as: evidence or observation checklists templates, proformas profile of acceptable performance measures specific questions or activities checklists for the evaluation of work samples candidate self-assessment materials
Wider operational needs may include:	managing assessment and reporting of outcomes relating to: compliance human capital knowledge performance service standards talent
Learning resources may include:	learning resources and learning materials developed under the Workplace English Language and Literacy (WELL) program manuals organisational learning resources published, commercially available support materials for Training Packages or accredited courses record or log books references and texts National Quality Council 'noted' Training Package support materials such as: learner or user guides trainer and facilitator guides example training programs case studies professional development materials assessment materials videos, CDs and audio tapes
End-to-end implementation of organisational learning strategy includes:	assessment delivery design development presentation reporting and managing activities that span the full supply chain such as quality, procurement, record keeping and administration

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED703A Implement improved learning practice

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to initiate and implement advanced learning practice that supports the improvement of learning strategies in an organisational context. The unit also covers evaluating ways to improve learning practice, managing and monitoring means to improve learning, and analysing and advancing adoption of improved learning practice. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders or managers using learning to build organisational capabilities. It focuses on using research, theoretical analysis and professional investigation to identify ways of improving learning practice and implementing appropriate pedagogy. Methods for improving learning practice include developing individual staff members from the perspective of the organisation's needs and imperatives, and enhancing outcomes for learners and candidates. The unit may relate to learning activities within a small to medium sized organisation, or to a significant unit of activity in a large organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate ways to improve learning practice	1.1. Review advances in learning practice within a given vocational, training, educational or content area 1.2. Review and challenge existing learning practice to develop and test improved approaches 1.3. Analyse interests, abilities, relationships and contextual needs of relevant individuals when promoting improved learning practice 1.4. Research how a range of appropriate learning theories and instructional design principles can improve learning practice 1.5. Ensure learning practice reflects qualification requirements for nominated qualification/s
2. Manage and monitor means to improve learning	2.1. Observe and assess learner styles with respect to appropriateness of current vocational, training and educational learning strategies 2.2. Evaluate the role and impact of new technologies on learners and training techniques 2.3. Plan improved learning practice based on how learners currently learn 2.4. Plan improved learning practice based on experience and personal interests of the learner
3. Analyse and advance adoption of improved learning practice	3.1. Develop improved vocational, training and educational learning practice appropriate to learner characteristics 3.2. Advocate for improved vocational, training and educational learning practice 3.3. Initiate research into improved learning practice 3.4. Design and test improved learning practice in real-world situations 3.5. Mentor colleagues to promote improved learning practice

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: demonstrate and model varied delivery and facilitation methods and techniques give instruction, presentations and lectures guide facilitation of individual and group learning activities, group work and case studies initiate and facilitate group discussions brainstorm activities provide and guide practice opportunities enable and support effective learner participation tutor conduct project-based activities coach and mentor undertake blended delivery learning-related skills to monitor learner progress, difficulties and readiness for assessment or new areas of learning planning and organising skills to evaluate effectiveness of learning practice, and to analyse and identify suitable learning practice and learning strategies for groups and individual learners teamwork skills to monitor group and individual interactions technology skills to complete electronic research, and to review and discuss learning modes and practice that involves information and communication technology.
Required knowledge
contemporary policy and approaches to vocational learning and assessment content and requirements of the relevant delivery and assessment strategies content of learning resources and learning materials design and management of learning objects and content different learning styles and how to encourage learners, for example: theoretical learners pragmatic learners activist learners reflective learners kinaesthetic learners audio learners visual learners tactile learners left and right brain learners learners and context of learning learning principles, for example connections of learning and experience, and adult learning principles range of appropriate learning strategies, and teaching and assessment methods research skills relating to pedagogical theory and practice, learner interests and changing learning styles, and application of information and communication technology to learning and teaching sources and availability of relevant learning resources and learning materials theory and practice relating to adult learning training techniques which enhance learning and when to use them, for example using: instruction and explanation questioning practice written information group, pair and team activities individual activities demonstration.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of adult learning practice construction of pedagogically sound contextually relevant learning strategies and improved learning practice research on theory and practice in relation to advanced learning practice, especially where these are enabled by new content solutions, vocational, training and educational approaches, or technologies.
Context of and specific resources for assessment	Assessment must ensure: competence is consistently demonstrated over time, and over a range and variety of complex situations access to required assessment facilities and resources.
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 applied projects or learning activities, relating to the research, construction and testing of advanced learning practice for a specific target audience and learning content in a given vocational, training and educational context direct observation of contextual application of skills oral or written questioning to assess knowledge of constructing and implementing advanced vocational, training and educational learning practice.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINN801A Lead innovative thinking and practice BSBLED701A Lead personal and strategic transformation BSBLED702A Lead learning strategy implementation.

Range Statement

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.
Learning practice may be:	applicable pedagogy or learning theories and their relationship to the vocational, training and educational strategies, techniques and approaches that can be used to improve learning
Relevant individuals may include:	employers employees, staff government agencies and departments industry associations, employer bodies industry representatives learners/students national Industry Skills Councils professional associations regulatory, licensing, compliance authorities research agencies state and territory industry training advisory bodies subject or technical specialists and experts unions universities
Appropriate learning theories may include:	action science applied learning models behavioural learning theory cognitive learning theory constructivist discovery learning humanistic information processing theory problem-based situational social learning
Instructional design principles may include:	application of adult learning principles inclusion of a variety of approaches and techniques for presenting information and activities and for encouraging participation by learning need for learner activity and interactivity opportunities for review of material and repetition presenting material in a logical order and sequence presenting material in order of increasing difficulty structuring information effectively
Qualification requirements may include:	relevant Training Package qualification packaging rules Australian Qualifications Framework (AQF) guidelines for qualifications, including: key features of each qualification guidelines for each qualification title national guidelines on cross-sector linkages issuing a qualification Australian Quality Training Framework (AQTF) Standards for State and Territory Registering/Course Accrediting Bodies levels and aspects of communication as described in the National Reporting System (NRS)
Learner styles may include:	activist auditory global, analytical kinaesthetic left and right brain pragmatist theoretical reflective visual
Learning strategies would include:	being logical, innovative and engaging to the learner group establishing the learning context identifying learner and client needs identifying the delivery and assessment arrangements identifying units of competency or other criteria which best reflect these needs indicating pathways to, from and within the qualification; identifying the operational resources needed to deliver the strategy outlining the learning framework which has been designed and sequenced to maximise learning providing a review process both before and after implementation
Training techniques may include:	demonstration group, pair and team activities individual activities instruction and explanation practice questioning written information
Learner characteristics may include:	cultural background and needs employment status language, literacy and numeracy requirements level of formal schooling in Australia or overseas level of maturity past learning experiences preferred learning styles specific needs, physical or psychological
Research may be compiled through:	evaluations of existing products focus groups informal discussions internet interviews literature reviews questionnaires workshops

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED704A Review enterprise e learning systems and solutions implementation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design, review and implement advanced enterprise electronic learning (e learning) solutions as a member of a senior management team. The unit covers evaluating trends in e learning in relation to organisational plans, monitoring e learning resources, and ensuring any proposed solutions are tested and evaluated against organisational requirements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders or managers working to ensure learning can enhance individual, team and organisational capabilities. Managing the introduction of information and communication technology (ICT) to positively affect learning related processes and procedures may involve a complex range of considerations and choices. Processes to oversee and guide the evaluation of e learning technologies and systems are often necessary to support the provision of quality training and assessment services. The unit may relate to learning activities within a small to medium sized organisation or to a significant unit of activity in a large organisation. Leaders in learning can be required to improve how an organisation adopts, modifies or integrates existing ICT learning and related processes.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate trends in e learning	1.1. Identify and differentiate forms of e-learning 1.2. Analyse trends in deployment of ICT in education and learning 1.3. Analyse and evaluate integration of ICT for learning and business purposes 1.4. Explore how the convergence of different technologies can affect learning practice
2. Monitor e learning resource alignment to organisational requirements	2.1. Research trends in teaching methods associated with different types of electronic learning resources 2.2. Determine organisation's strategic and learning requirements 2.3. Analyse and report risks associated with e-learning implementation 2.4. Devise policy and procedures to ensure brief, focus and type of e-learning resources are designed appropriate to organisational requirements 2.5. Establish how international e-learning regimes, human resources and learning policies and procedures will affect the design of e-learning resources
3. Test and evaluate e learning solutions	3.1. Set the parameters for testing e-learning solutions consistent with technical, user and organisational requirements 3.2. Review e-learning resources and e-learning systems or solutions against criteria tied to learner and organisational requirements 3.3. Adjust learning resource design or delivery methods where required to meet changing user and organisational requirements 3.4. Test and evaluate instructional design principles as appropriate for the given focus and context 3.5. Consult with learners, educators, designers and other personnel to evaluate constraints relating to organisation's e-learning systems and resources 3.6. Use research findings and reports on suggested improvements to e-learning resources or systems design to inform future practice

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: collaborate and work with vendors and consultants share ideas and information seek feedback on e-learning design research suitability of learning content for electronic development identify constraints, resources, standards and guidelines required to design and developing e-learning resources learning-related skills to represent e-learning design in a variety of ways such as: describing learner's pathway through a program to a designer writing e-learning pathways in a report describing e-learning pathways in a sketch or drawing referring to examples of other e-learning products with similar attributes to the desired online outcome planning and organising skills to: develop a learning strategy for an organisation anticipate or predict risks plan for contingencies generate options for e-learning resources problem-solving, initiative and enterprise skills to: research and analyse learning theory and processes design e-learning resources that meet Australian Quality Training Framework (AQTF) and other formal requirements, for example when designing resources to support endorsed Training Packages teamwork skills to collect and respond to user feedback to improve e-learning solutions and resources technology skills to: use and understand electronic technology identify international standards regimes and specifications that apply to the design of e-learning confirm the technology to be used for different modes of teaching and learning.
Required knowledge
assessment instrument and strategy design continuous improvement processes e-learning resource and systems testing and evaluation strategies information technology principles and terminology for example those related to using the internet, reviewing technology capabilities, describing e-learning methodologies and using related vocabulary how to create an effective learning experience using electronic technology, for example by using: multiple perspectives opportunities for reflection opportunities for collaborative learning authentic assessment incremental learning variety organisation good practice design instructional design for electronic materials, for example: systematic instructional strategies learning design principles criterion-referenced assessment order of increasing difficulty opportunities for review of material and repetition need for interactivity inclusion of a variety of approaches and techniques for presenting information and activities structure and sequencing of information what happens if the learner makes a mistake how to get help techniques to hold user's attention designing visual interface for improved learning, including graphics, use of fonts and white space, repetitive items learning strategy design organisational learning theory organisational policies and procedures quality management compliance requirements relevant obligations under the AQTF Standards for Registered Training Organisations (if applicable) range of e-learning environments and their application in designing e-learning resources relevant policy, legislation, codes of practice and national standards including commonwealth and state/territory legislation.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysis, design, implementation and evaluation of an e-learning solution to meet a business need or the needs of a specified user group documented review and confirmation of appropriateness of e-learning resources and policies and procedures to meet organisational and individual learner needs knowledge of e-learning resources and systems testing and evaluation strategies.
Context of and specific resources for assessment	Assessment must ensure: competenceis consistentlydemonstrated over time, and over a range and variety of situations access to required assessment facilities and resources.
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 applied projects or learning activities, for example covering e-learning system evaluations, research on trends in e-learning, review and confirmation of appropriateness of e-learning resources to organisational and individual learner needs, policies and procedures for e-learning resources, and selection of appropriate e-learning resources direct observation of contextual application of skills oral or written questioning to assess knowledge of range of e-learning environments and their application in designing e-learning resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBINN801A Lead innovative thinking and practice BSBITB701A Implement advanced electronic technologies BSBLED702A Lead learning strategy implementation BSBLED703A Implement improved learning practice PSPHR616A Manage performance management system.

Range Statement

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.
Forms of e-learning may vary with:	assessment or qualification outcomes blending with other modes of teaching (for instance blending classroom with online delivery) instructional design means of access mode of teaching standards compliance technology involved
Business purposes may vary with factors and issues relating to:	ability to gain and respond to customer feedback available resources (in all their form) business systems changes to workflow and processes competency, capability and skills of the workforce culture and values economic change emerging technologies executive support for innovation external globalisation government regulations, policy or funding initiatives internal labour market and industry changes and restructures learning culture management practices new business models new markets research and development focus and support shift to knowledge economy or new economy structure and design of work in the organisation technology change and convergence vision, core purpose and capabilities
Brief may include:	identified gap in learning product market proposal developed for a client or supplier of products and services tender for an organisational need
Organisational requirements may include:	access and equity principles and practices business and performance plans collaborative or partnership arrangements confidentiality requirements defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements occupational health and safety policies, procedures and programs quality and continuous improvement processes and standards quality assurance and procedures manuals recording and reporting procedures
International e-learning regimes such as:	Advanced Distributed Learning Co-Laboratory (ADL Co-Lab) (i.e. Sharable Content Object Reference Model - SCORM) Aviation Industry Computer-based training Committee (AICC) IMS Global Learning Consortium (i.e. IMS Learning design) Institute of Electrical and Electronics Engineers (IEEE) (i.e. Learning Object Metadata - LOM)
Human resources and learning policies and procedures may include:	framework for consultation processes with industry for development of training and/or assessment services framework under which the provision of training and assessment services is conducted identification of roles and responsibilities of key personnel in an organisation mechanism to facilitate continuous improvement within the training and assessment organisation transparency of the training and assessment organisation's approach to training or assessment services
E-learning resources may include:	assessment materials generic skills materials industry or enterprise specific materials information about the audience for the learning resource learning objects, activities professional development materials self-paced or instructor-led materials trainer or facilitator materials Training Package toolboxes
E-learning systems or solutions may include:	ICT deployed as infrastructure, hardware, software, or applications to support the full range of learning activities (i.e. from design to reporting of outcomes)
Instructional design principles may include:	ensuring learning is embedded in a realistic and relevant context how to get help inclusion of a variety of approaches and techniques for presenting information and activities and for encouraging participation by learning need for authenticity in learning and assessment activities need for collaborative learning opportunities need for learner-centred activities and interactivity opportunities for review of material and repetition presenting material in a logical order and sequence, and in order of increasing difficulty structure of the information techniques to engage the learner in learning what happens if the learner makes a mistake (feedback)
Focus may include:	accredited course individual units of competency, modules of accredited courses learning program learning resource to support introduction or implementation of new technology or equipment non-accredited course traineeship or apprenticeship qualification Training Package Training Package qualification
Constraints relating to organisation's e-learning systems and resources may include:	access to relevant technical or subject matter experts anticipated difficulties due to language, literacy and numeracy skills of learners/end users financial limitations to achieve proposed options limited access of intended learners/end users to the necessary technology limits of the technology and what types of things it can do logistical issues low levels of information technology skills of trainers or facilitators and intended learners/end users
Research findings may be compiled through:	evaluation of existing products focus groups informal discussions internet interviews literature reviews questionnaires workshops

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED705A Plan and implement a mentoring program

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan, develop and implement a mentoring program and to review the outcomes for those involved in the program. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders working to ensure learning advances individual and organisational capabilities. The mentoring program may apply to a: particular section or group within an educational organisation (for example, as part of a Registered Training Organisation's professional development activities) specific business purpose or objective within an enterprise whose core business is not education collaborative partnership that spans more than one organisation (such as to advance occupational or industry specific skill needs). This unit may relate equally to small scale learning activities within a small to medium sized organisation or to a significant activity in a large organisation. Leaders in learning must be able to plan, implement, monitor and evaluate a mentoring program that results in learning forged through a defined and active learning partnership with a mentor. The program should develop and use tools that enhance both the learning and the phased relationship, and it should be monitored and evaluated to ensure it explores and meets the mentee's learning needs.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan a mentoring program	1.1. Determine benefits of and need for, a mentoring program 1.2. Define mentoring program purpose and objectives 1.3. Develop a mentoring program plan with appropriate outcomes in consultation with key stakeholders 1.4. Establish relevant management structures and wider support requirements 1.5. Determine mentoring program modes and methods 1.6. Determine methods and resources required to report on mentoring program outcomes
2. Develop tools and materials to support a mentoring program	2.1. Develop a range of tools and resources appropriate to mentoring program modes and methods 2.2. Establish mentor and mentee selection criteria, procedures and tools 2.3. Establish formal requirements for the mentor-mentee relationship and communicate these requirements to all parties 2.4. Establish rules, procedures and requirements that encompass key accountabilities and responsibilities 2.5. Develop the means to report and collate outcomes from the mentor-mentee relationship
3. Coordinate mentor and mentee relationships	3.1. Implement strategies for recruiting and accurately matching mentors with mentees 3.2. Induct mentors and mentees into the program 3.3. Ensure plans required for personal growth are developed by mentors and mentees 3.4. Cultivate rapport, mutual trust and teamwork in the mentoring relationship 3.5. Consider and address cultural differences and diversity issues in all mentor-mentee communications 3.6. Use data and reporting tools supporting the program to monitor the mentor-mentee relationship
4. Evaluate a mentoring program	4.1. Complete mentoring record keeping and reporting requirements using agreed technology, reporting processes and procedures 4.2. Evaluate mentoring program against agreed outcomes and report through relevant management structures 4.3. Document improvement opportunities for future mentoring programs based on program evaluation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: maintain appropriate relationships with colleagues and individuals in the mentoring program establish trust value and be open to, the opinions of others work as part of a team use active listening techniques negotiate encourage and accept feedback language skills to: communicate organisational ideas, policies and procedures encourage participation across all levels of personnel and clients seek opinions and elicit feedback from a range of stakeholders planning and organising skills to plan a mentoring program and to schedule mentor-mentee interviews and sessions problem-solving skills to select and screen applicants for mentoring program, and to assist with resolution of issues that might arise during the program self management skills to evaluate personal effectiveness and to manage own time and resources teamwork skills to conduct mentor and mentee selection, and to monitor the progress of mentoring program in a team context technology skills to undertake record keeping and reporting using agreed technology, and to complete electronic communication and data sharing.
Required knowledge
content and data reporting and storage options how to complete the required data collection legislation, regulations, codes and policies relevant to the organisation's operations and methods for mentoring mentoring program design principles relevant communication processes and methods reporting methods requirements for mentoring tools screening techniques, and confidentiality and privacy issues.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing mentoring program plan in consultation with others working within the relevant management structure to gain executive support for mentoring program facilitating mentor and mentee selection process knowledge of relevant legislation specifically in relation to confidentiality and privacy.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of mentoring programs.
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 completion of applied projects or learning activities direct observation of application of skills in context oral or written questioning to assess knowledge of mentoring program design principles review of mentoring program plan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED702A Lead learning strategy implementation BSBLED706A Plan and implement a coaching strategy BSBREL701A Develop and cultivate collaborative partnerships and relationships PSPHR616A Manage performance management system PSPMNGT614A Facilitate knowledge management.

Range Statement

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.
Mentoring program is a:	formal program designed to forge relationships between a mentor and a mentee to achieve outcomes relating to: context individual needs knowledge transfer learning performance support
Mentoring program purpose and objectives may be:	strategic tactical or operational quantifiable or quantitative varied in duration (short-term versus long-term) to target personal, organisational or other outcomes
Mentoring program plan may include:	administration amount of material support anticipated outcomes content and resources program design principles facilities and location mentee's learning style mentor's skills method or mode of interaction (i.e. physical or electronic) omissions scope reporting requirements roles and responsibilities for key individuals (mentors, mentees, program coordinator, steering committees) workplace application time lines
Mentoring program outcomes may include:	behavioural compliance functional operational personal
Key stakeholders may include:	coordinators mentees mentors organisational management and staff peers public public agencies, especially regulators suppliers and learning partners
Relevant management structures may include:	executive endorsement grievance procedures policies and procedures program coordinators program management or reference group program measures and evaluation mechanisms program reporting mechanisms resources management and allocation steering committee
Mentoring program modes and methods may vary in terms of:	duration of program or individual sessions individual or group mentoring: one mentor to one mentee one mentor to many mentees many mentors to many mentees physical or electronic enablement (i.e. e-mentoring) peer mentoring versus independent or external mentoring tools and instruments being used
Tools and resources may include:	communication fliers and explanatory materials documents establishing the ground rules of the mentoring relationship electronic or physical presentation design instruments for mentor-mentee selection processes range of technologies (online or computer-based) templates for personal mentoring plans
Mentor is:	an independent person engaged in a two-way communication relationship with a mentee, whose primary role is to provide constant encouragement and assistance that enhances the mentee's attainment of personal and/or work related needs
Mentees may include:	an individual engaged in a two-way communication relationship with a mentor primarily aimed at the transfer of wisdom, encouragement and assistance related to personal and/or work related needs a mentee may also be called a mentoree, candidate, participant, trainee, employee, student
Formal requirements for the mentor-mentee relationship include:	compliance equal employment opportunity legal regulatory
Accountabilities and responsibilities means:	who is responsible and accountable for given roles, actions and outcomes within the mentoring program
Matching criteria may include:	access issues behaviours key performance outcome statements or indicators learning or communication styles personal or professional attributes skills and knowledge
Data and reporting tools supporting a mentor program may vary in terms of:	collaboration modes and means databases used information system design network configuration and access requirements security and privacy requirements
Mentoring record keeping and reporting may be:	completed through physical or electronic means

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED706A Plan and implement a coaching strategy

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan and develop a coaching strategy and to monitor the implementation of the resulting coaching program within an organisational context. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders working to ensure learning advances individual and organisational capabilities. A coaching strategy may be: •an internal program forming part of the professional development activities of an educational organisation (such as a Registered Training Organisation) or an enterprise whose core business is not education •developed for an external client, for example as part of the range of learning services offered or conducted in a collaborative partnership with more than one organisation. Leaders in learning are typically required to develop and implement coaching strategies in a systematic manner and to monitor, review and improve strategies to optimise learning outcomes for individuals and the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop coaching strategy	1.1. Research and review the need for and role of, coaching within an organisation 1.2. Establish a framework for the coaching strategy based on organisational context and needs 1.3. Determine roles, responsibilities and outcomes for key individuals involved in the coaching strategy 1.4. Develop time lines for coaching strategy implementation in consultation with stakeholders 1.5. Obtain organisational support for coaching strategy in accordance with organisational procedures
2. Prepare for coaching strategy implementation	2.1. Plan the coaching program and coaching models to suit the coaching strategy and the organisation's worker and employer issues 2.2. Design induction and training requirements 2.3. Design tools and resources for coaches and trainees 2.4. Analyse legal, regulatory and organisational compliance requirements for coaches 2.5. Establish recruitment processes for coaches and trainees
3. Implement coaching strategy	3.1. Promote coaching program 3.2. Recruit and select coaches and trainees 3.3. Establish tools, mechanisms and procedures for matching and managing the coach-trainee relationship 3.4. Induct, match and brief coaches and trainees
4. Monitor and support coaching strategy	4.1. Ensure coaching strategy is implemented consistent with work practices and operational requirements 4.2. Provide coaches with access to professional development and support necessary to acquit their role effectively and efficiently 4.3. Design techniques and practices for resolving differences and problems in coaching relationships 4.4. Monitor coaching relationships to ensure they are in accordance with organisational policies and procedures 4.5. Recognise and acknowledge the positive contribution individuals make to coaching activities
5. Review and report on coaching strategy	5.1. Collect, analyse and report data in relation to coaching outcomes at individual or group level, in line with organisational context and needs 5.2. Identify and promote ongoing opportunities for coaching in accordance with individual and organisational context and needs 5.3. Evaluate coaching strategy, document findings and present recommendations for improvement to relevant others

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: maintain appropriate relationships with colleagues and individuals involved in coaching establish trust value and be open to, the opinions of others work as part of a team use active listening techniques negotiate encourage and accept feedback learning skills to: develop a learning strategy based on applied research design coaching tools and resources conduct induction processes planning and organising skills to: plan coaching program frame a coaching strategy within available resources schedule coaching sessions problem-solving skills to: select and screen applicants for a coaching program assist with resolution of issues that might arise during the program conduct needs assessments teamwork skills to select and match coaches and trainees, and to consult with and influence a team to effectively deploy coaching strategies technology skills to communicate electronically with stakeholders and coaches, and to use technology to facilitate coaching.
Required knowledge
basic coaching techniques coaching program design principles communication processes and methods data collection methods human psychological development legislation, regulations, policies, procedures and guidelines relating to workplace coaching reporting methods requirements for tools used in coaching processes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing a coaching strategy in consultation with relevant others working within the relevant management structure to gain executive support for coaching strategy adhering to legal and regulatory compliance recruiting suitable coaches formation of robust relationships between all parties knowledge of relevant legislation specifically in relation to confidentiality and privacy.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of coaching strategies.
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 completion of applied projects or learning activities relating to planning, monitoring and reviewing a coaching strategy for an organisation direct observation of application of skills in context oral or written questioning to assess knowledge of coaching program design principles review of tools and resources designed for coaches and trainees.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED702A Lead learning strategy implementation BSBLED705A Plan and implement a mentoring program BSBREL701A Develop and cultivate collaborative partnerships and relationships PSPHR616A Manage performance management system PSPMNGT614A Facilitate knowledge management.

Range Statement

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.
Coaching is:	a defined relationship designed to enhance performance an activity requiring good interpersonal relations an activity which emphasises action or improved performance in a specific area focussed on the acquisition of job skills and knowledge, and is generally short-term frequently identified in personal learning and development plans not necessarily managed in a hierarchical relationship (such as being coached by one's supervisor) results oriented performance or goal directed provided by a coach who: maintains confidentiality monitors performance provides learning opportunities provides constructive feedback may have undertaken training or development for the role
Coaching strategy may include:	administration amount of material support application in the workplace content and resources expected outcomes facilities and location method or mode of interaction (i.e. physical or electronic) preferred learning style of person being coached roles and responsibilities for key individuals reporting requirements required coaching skills and methods scope time lines
Organisational context and needs may be:	stated in learning and development, and human resources strategies shaped by desired outcomes including: behavioural compliance functional operational organisational sociocultural circumstances and issues (for example, within Indigenous organisations) personal
Key individuals involved in the coaching strategy include:	coaches coaching program coordinator steering committees trainees
Stakeholders may include:	associations Boards/committees of management coaches coaching coordinators employees government organisational management and staff private sector organisations/businesses public sector organisations/agencies, especially regulators trainees suppliers and learning partners unions
Coaching models may include:	face to face virtual of e-mentoring individual or group based problem drive (by work, time, tasks, area of expertise, etc) personal (driven by individual needs not by imposed third party requirements such as work needs)
Worker and employer issues may include:	certified agreements contract work and self employment enterprise bargaining industrial awards occupational health and safety terms and conditions trade unions
Tools and resources may be:	communication fliers and explanatory materials documents establishing the ground rules of the coaching relationship electronic or physical presentation design instruments for coach-trainee selection processes range of technologies (online or computer-based) templates for personal coaching plans
Legal, regulatory and organisational compliance requirements may include:	commonwealth and state/territory legislation such as workplace relations legislation, and copyright and privacy laws as they relate to physical materials and electronic technology competency standards licensing requirements plagiarism relevant organisational policies, codes of practice and national standards security of information
Coach-trainee relationship may include:	access issues behaviours hierarchical relationship (such as being coached by one's supervisor) key performance outcome statements or indicators learning or communication styles location personal or professional attributes skills and knowledge
Techniques and practices for resolving differences may include:	finding a mutually beneficial solution inviting discussion providing explanations not taking it personally when information is rejected or contradicted not laying blame self-disclosure using 'I' messages (focusing on the giver of the message) rather than 'you' messages (focusing on the receiver of the message)

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED707A Establish career development services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan, implement and evaluate career development services in accordance with professional standards to facilitate well considered career decision making by participants. The unit also covers maintaining professional career development standards in an ongoing manner. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders seeking to provide career development services in accordance with professional standards. Careers are unique to each person and are dynamic, unfolding throughout life. Careers include how a person balances paid and unpaid work, and personal life roles. A wide range of career development programs and services may be provided in many different jurisdictions and delivery settings. Their object is to assist individuals to gain the knowledge, skills, attitudes and behaviours required to manage their life, learning and work in self directed ways.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Apply career development standards	1.1. Research contemporary career development theories, models, frameworks and strategies in relation to a specific context and target group 1.2. Analyse codes of professional conduct and career development standards, and how they can be applied in work practice 1.3. Apply regulatory requirements, policies, guidelines, standards and resources 1.4. Plan for and undertake, ongoing personal professional development 1.5. Apply career development standards to all aspects of work role 1.6. Establish and maintain relationships with professional peers and service providers
2. Plan for career development services	2.1. Apply career development theories in preparing to work with specific target groups 2.2. Analyse career development needs of specific target groups 2.3. Plan for the support systems and resources required to provide quality career development service delivery in a specific context and for a target group 2.4. Apply effective action planning skills in career development counselling services 2.5. Establish ongoing professional and follow-up support for clients of career development services
3. Implement career development services strategies	3.1. Develop strategies for career development services to reflect the contextual needs and aspirations of the specific target group 3.2. Encourage individuals to commit to and access, career development services 3.3. Establish mechanisms to follow-up the provision of career development services 3.4. Implement strategies to ensure records storage, security and privacy in accordance with professional and organisational requirements 3.5. Establish referral procedures and contacts
4. Review career development services delivery strategies and plans	4.1. Review career development services, service delivery strategies against plans and standards, and identify any gaps 4.2. Advocate for target group and individual career development needs and choices 4.3. Determine strategies to improve the quality of career development services 4.4. Discuss alternative career development strategies with key stakeholders

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and teamwork skills to: provide advocacy and support for the target group establish and maintain professional relationships consult with key stakeholders literacy skills to read and interpret structurally intricate career development texts, and to develop reports which deal with complex ideas and concepts planning and organising skills to: research career development theories plan career development services, support systems, resources and service delivery keep accurate records and reports plan and complete own professional development problem-solving, initiative and enterprise skills to: apply appropriate career development theories to meet client needs analyse the career development needs of a particular client group and to develop strategies for career development assess career development needs using professional and robust tools self management and learning skills to: maintain professional standards comply with legislation, codes of practice, and organisational policies and procedures act as a role model in the workplace refer individuals to other careers development experts technology skills to use communication technologies, electronic and IT support systems.
Required knowledge
career development policy and procedures in the given context of application common patterns of thinking, feeling and behaviour, and the impact on individual career choices human psychology and needs in relation to career choices organisational policies on career development.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: rigour in analysing, planning, implementing and evaluating career development services collecting, evaluating and using appropriate information when forming career development strategies and related support systems and resources appreciation of the diverse perspectives individuals can bring to any learning situation or the workplace as a result of their nationality, gender, ethnicity, experience, age, sexuality or disability knowledge of organisational policies on career development.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of situations providing career development services to a professional standard.
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 completion of applied projects or learning activities such as plans for career development services, quality systems to support career development services and implementation plans direct observation of contextual application of skills when developing quality career development services oral or written questioning to assess knowledge of common patterns of thinking, feeling and behaviour, and the affect on individual career choices.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED708A Conduct a career development session BSBLED709A Identify and communicate trends in career development BSBREL701A Develop and cultivate collaborative partnerships and relationships.

Range Statement

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.
Career development may include:	services intended to assist individuals of any age, and at any point throughout their lives, to make vocational, educational, training and occupational choices and to manage their careers, life, learning and work
Target group may include:	age career choices cultural background and needs employees employment status/role level of education achieved learners/students learning styles and preferences literacy and numeracy skills location predetermined service user group skill/competency profile socioeconomic background
Career development standards may apply to:	career related exploration choice implementation maintenance opportunity development planning preparation review
Career development standards:	are those competencies or codes set, recognised and authorised by a national body, for instance the Career Industry Council of Australia (CICA); this includes but is not be limited to the Professional Standards for Australian Career Development Practitioners (2006)
Support systems and resources may include:	career information and support materials communication technologies, such telephones, TTY and email electronic and information technology meeting rooms and facilities physical support services policies and rules for clients to complete follow-up with contact staff or service providers
Quality career development service may include a mix of physical and electronic means to achieve:	adequate resource needs of the counselling service capacity to offer a range of choices and advice careers counselling compliance with regulatory, professional and organisational standards effective conflict resolution identification and removal of any gaps in career counselling services negotiation, advocacy, enterprising, coaching and mentoring skills relevance, currency and appropriateness of services provided to individuals satisfaction of needs associated with a specific context and target group
Effective action planning skills may include:	appropriate session closure developing contingency plans exploring options factoring in time lines identifying and accessing resources identifying and addressing barriers making referrals planning sub-steps reinforcing commitment and empowering individuals
Career development counselling may be:	occupation or position specific general in relation to a number of occupations or an industry one-off or ongoing formal or informal expanding and narrowing choice, or specific to a career choice
Plans may include:	career development plan for an individual or group operational plan resource plan session plan taking into account the: needs of target group resources required to access services (such as access to internet service providers, other technology or transport facilities)
Key stakeholders may include:	associations Boards/committees of management employees employers government learners/students organisational management and staff private sector organisations/businesses public sector organisations/agencies, especially regulators suppliers and learning partners teachers/trainers trainees unions

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED708A Conduct a career development session

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conduct career development sessions that promote well considered solutions and opportunity oriented career and life decision making. The unit also covers applying appropriate career development theory; assisting individuals to make informed career choices; communicating professionally to promote career development outcomes; and using resources and technology to support career development sessions. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders seeking to conduct career development sessions in accordance with professional standards. Careers are unique to each person and will vary with specific target audiences. Career development sessions may be provided in a variety of ways given the different organisational contexts, individuals involved and delivery settings. The professional expertise of the provider and their use of effective interpersonal and communication skills are central to the success of a career development session.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Apply appropriate career development theory	1.1. Research the major career development theories and models 1.2. Analyse the differences between advice, information provision and professional standards in relation to career development 1.3. Apply theory in an appropriate manner, both to individuals involved and in relation to the context for a career development session 1.4. Evaluate models appropriate for individual and group career development sessions 1.5. Analyse diversity in relation to individuals and the target group, when planning a career development session
2. Conduct career development sessions	2.1. Conduct career development counselling in a clear and unambiguous manner 2.2. Complete problem and goal clarification to the satisfaction of all involved 2.3. Utilise key skills to successfully complete career development sessions 2.4. Identify common patterns of thinking, feeling and behaviour that limit making or acting upon well considered choices, and devise counter strategies 2.5. Effectively apply rapport building and attending skills 2.6. Ensure participants set personal goals and make informed choices in the career development session 2.7. Consistently apply effective responding skills when giving feedback on progress during career counselling session
3. Assist individuals make informed career choices	3.1. Assist individuals to identify career development needs 3.2. Determine individual needs and aspirations holistically, in the context of individuals' lives 3.3. Identify individual career development needs that fall outside the scope of practice of the career development service provider 3.4. Refer individuals to or inform them about, appropriate sources of further information or career development support services where required
4. Communicate professionally to promote career development outcomes	4.1. Communicate an accurate assessment of individual needs 4.2. Create a cooperative and productive environment for the conduct of a career development session 4.3. Create a climate of trust, comfort and safety for the conduct of career development sessions 4.4. Complete career development work in an ethical, cooperative and respectful manner within the team and wider organisational context
5. Use resources and technology to support career development sessions	5.1. Acquire, record and prepare relevant information prior to a career development session 5.2. Prepare accurate records and reports in accordance with professional conduct and career development standards 5.3. Assist individuals to use relevant support resources and technology 5.4. Monitor support resources and technology to ensure they support quality outcomes for career development services

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to interpret structurally intricate career development information and to develop reports which deal with complex ideas and concepts communication and teamwork skills to: provide advocacy and support for individual needs and career choices use a wide range of effective communication techniques, and methods and tools such as conflict resolution, negotiation, responding, creative coaching and mentoring planning and organising skills to: research career development theories and models plan, conduct and report on career development and counselling sessions keep accurate records and reports problem-solving, initiative and enterprise skills to: apply appropriate career counselling techniques and career development models to meet client needs establish a safe, comfortable, trusting relationship and environment within which to conduct career sessions conduct career development related assessments using professional and robust tools and techniques self-management and learning skills to: conduct career development sessions ethically, cooperatively and respectfully assist others to set personal and life goals refer individuals to other experts in the field where required technical skills to: use, and assist others to use, resources and technology in providing career development sessions monitor support resources and technology.
Required knowledge
common patterns of thinking, feeling and behaviour and their impact on individual career choices concepts and principles relating to service provision: lifelong learning, holistic career development, career counselling, career decision making, career coaching, career maintenance, work satisfaction, employability, enterprising, positive uncertainty and planned happenstance human psychology and needs in relation to careers counselling organisational policies and procedures on counselling.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: rigour in analysing, planning, implementing and evaluating individual and target group career development needs effective communication during a career development session and when providing information services using technology and other means to collect, assess and store information for use in a career development services setting capacity to review each individual's needs, taking into consideration the diverse perspectives individuals might hold in relation to characteristics such as their nationality, gender, ethnicity, class, age, sexuality or disability application of knowledge of a range of concepts and principles relating to service provision.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of situations providing career development sessions to a professional standard.
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: applied projects or activities such as collection of resources and information in relation to career development, conduct of career information sessions direct observation of contextual application of skills in a number of career development sessions conducted for a range of individuals and groups oral or written questioning to assess knowledge of providing vocational career development counselling.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED707A Establish career development services BSBLED709A Identify and communicate trends in career development.

Range Statement

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.
Career development may include:	services intended to assist individuals of any age, and at any point throughout their lives, to make vocational, educational, training and occupational choices and to manage their careers, life, learning and work
Career development sessions may be:	expanding and narrowing choice, or specific to a career choice formal or informal general in relation to a number of occupations or an industry occupation or position specific one-off or ongoing
Diversity includes variations in:	age belief systems and values culture expertise, experience and working styles gender interpersonal style interests language, literacy and numeracy physical differences political viewpoints race and ethnicity religious beliefs sexual orientation thinking and learning styles
Career development counselling may include:	expanding and narrowing choice, or specific to a career choice formal or informal general in relation to a number of occupations or an industry occupation or position specific one-off or ongoing
Key skills to successfully complete career development sessions include:	advocacy coaching and mentoring conflict resolution creativity negotiation
Rapport building and attending skills may include:	establishing a conducive environment using non-verbal and verbal encouragement using timely and appropriate pauses, tone, intonation, gestures
Effective responding skills may include:	exploration of discrepancies and exceptions; positives and negatives; past, current and potential implications exploration of general and specific examples intensity hierarchies and reframing questions to assist individuals refine their choices open and probing questioning to explore situations and contexts, time lines, behaviour, thinking and feelings, relationships timely, appropriate paraphrasing and summaries
Professional conduct and career development standards may include:	those competencies or codes set, recognised and authorised by a national body, for instance the Career Industry Council of Australia (CICA); this includes but is not be limited to the Professional Standards for Australian Career Development Practitioners (2006)
Support resources and technology may include:	career information and support materials communication technologies, such telephones, TTY and email electronic and information technology meeting rooms and facilities physical support services policies and rules for clients to complete follow-up with contact staff or service providers
Quality outcomes for career development services may include a mix of physical and electronic means to achieve:	adequate resource needs of the counselling service capacity to offer a range of choices and advice careers counselling compliance with regulatory, professional and organisational standards effective conflict resolution identification and removal of any gaps in career counselling services negotiation, advocacy, enterprising, coaching and mentoring skills relevance, currency and appropriateness of services provided to individuals satisfaction of needs associated with a specific context and target group

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED709A Identify and communicate trends in career development

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conduct the research required to identify and communicate career trends. It establishes the need to interact professionally with others in assessing career needs in order to effectively assist clients identify the competencies they require for a career and employability in a given context. The unit also covers maintaining quality of career development services and professional practice. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to leaders seeking to identify and communicate trends in career development. Careers are unique to each person and will vary within and across countries, industries, occupations, organisational contexts, individuals involved and jurisdictions. The relevance, currency and validity of the physical and electronic information sources used are central to the success of career development services. The importance of ongoing research is required to determine how changes to the structure of work, organisations and industries impact on learning and career pathways.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research and confirm career trends	1.1. Apply knowledge of changing organisational structures, lifespan of careers and methods of conducting work search, recruitment and selection processes 1.2. Analyse changing worker and employer issues, rights and responsibilities in a context of changing work practices 1.3. Examine the importance of quality careers development services 1.4. Maintain all research, documentation, sources and references (electronic or physical) to a high degree of currency and relevance 1.5. Analyse implications of relevant policy, legislation, professional codes of practice and national standards relating to worker and employer issues 1.6. Research changes and trends in relation to the theory of career development counselling and practice 1.7. Confirm clusters, levels and combinations of transferable employability skills and preferences that may open employment options spanning more than one occupation or career pathway
2. Assess and confirm ongoing career development needs of a target group	2.1. Analyse history and records in assessing the needs of a target group 2.2. Assess success of previous career development services and techniques used for individuals or target group 2.3. Deploy other means to investigate appropriate care and counselling approaches as required 2.4. Maintain privacy and security of all data, research and personal records according to relevant policy, legislation, professional codes of practice and national standards 2.5. Establish existing work-life balance requirements, issues and needs
3. Maintain quality of career development services and professional practice	3.1. Analyse and review relevance of career theories, models, frameworks and research for a target group 3.2. Incorporate into career development services and professional practice, major changes and trends influencing the workplace and career related options and choices 3.3. Comply with all relevant policy, legislation, professional codes of practice and national standards that influence the delivery of career development services

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to interpret structurally intricate career development information and to develop reports which deal with complex ideas and concepts communication and teamwork skills to: determine key elements of effective networking identify, analyse and model effective consultation and collaboration processes and strategies aimed at achieving shared stakeholder objectives apply career counselling techniques planning and organising skills to maintain currency and relevance of information, and to maintain quality of services problem-solving, initiative and enterprise skills to: research and identify trends in career development and work contexts apply verbal, visual or tactile work search strategies and skills assess and confirm ongoing career development needs resolve security and privacy of data self-management and learning skills to: maintain professional practice comply with all policy, legislation codes of practice and national standards maintain privacy and security of client information review and update career development services technical skills to access electronic sources of information, and to maintain accuracy and relevance of data.
Required knowledge
client care, counselling techniques and processes in the context of career development services counselling techniques diversity and its potential affect on career choices human psychological development and needs in relation to careers development organisational guidelines relating to career development recruitment and selection processes in the context of career development services research techniques trend analysis.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: capacity to research current economic, labour market, employment, career and vocational, educational and training trends identification of choices and career development needs for individuals and target groups within a given context reporting and documenting management of research and career development materials compliance with all relevant local, state/territory and national legislation, policies and practices knowledge of trend analysis.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of situations identifying and communicating trends in vocational, educational and training career pathways.
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 applied projects or assessment activities, especially related to research and communicating trends in vocational, educational and training career pathways research documentation or portfolio of evidence relating to identifying trends in vocational, educational and training career pathways observation of contextual application of skills in communicating trends in career development oral or written questioning to assess knowledge of research techniques.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLED707A Establish career development services BSBLED708A Conduct a career development session.

Range Statement

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.
Lifespan of careers may include:	duration an individual may be able to do a job or specific work duration of work - for technological, business, economic or social reasons opportunities arising from a career option (pathways)
Conducting work search, recruitment and selection processes includes:	access to and a constant review of, physical or electronic sources showing customers online careers and employment websites and portals established by government or other providers (i.e. employment service agencies)
Worker and employer issues may include:	awards certified agreements contract work and self employment enterprise bargaining occupational health and safety terms and conditions unions work choices
Quality careers development services may include:	adequate resource needs of the career development service careers counselling compliance with regulatory, professional and organisational standards identification and removal of any gaps in career counselling services implementation of effective conflict resolution negotiation, advocacy, enterprising, coaching and mentoring skills range of choices and advice able to be offered relevance, currency and appropriateness of services provided to individuals satisfaction of needs associated with a specific context and target group
Research may include:	evaluations of existing products focus groups informal discussions internet research interviews literature reviews professional communication mechanisms such as physical and electronic journals, professional newsletters, peer networks, subscriptions questionnaires workshops
Relevant policy, legislation, professional codes of practice and national standards may include:	competency standards copyright and privacy laws relating to physical materials and electronic technology licensing plagiarism security of information
Target group may include:	age career choices cultural background and needs employees employment status/role learners/students learning styles and preferences level of education achieved literacy and numeracy skills location predetermined service user group skill/competency profile socioeconomic background
Other means to investigate appropriate care and counselling approaches may include:	direct interviews investigation of files and records consultation with stakeholders contact with previous or other counsellors peer communication and communities of practice qualitative and quantitative research
Career development may include:	services intended to assist individuals of any age, and at any point throughout their lives, to make vocational, educational, training and occupational choices and to manage their careers
Major changes and trends encompass local and global causes relating to:	economic political social technological

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLED710A Develop human capital

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify human capital; to consult on the advantages of human capital with internal and external stakeholders or collaborative partners; and to develop and monitor the capital value attained through implementation of development activities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior leaders or managers working to enhance individual, team and organisational capabilities. While not all senior leaders and managers will operate within an organisation that acknowledges and treats people as a capital asset, training and related people development activities may be advanced by considering principles and practices relating to the concept of human capital. The unit may relate equally to small scale learning activities within a small to medium sized organisation or a significant activity in a large organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify human capital	1.1. Analyse and evaluate the principles of human capital theory and concepts 1.2. Assess the factors involved in the formation of human capital 1.3. Determine the capital asset value of human resources in an organisation, an industry or a region 1.4. Determine the relationship between human capital and organisational requirements
2. Consult on the advantages of human capital development	2.1. Develop and prioritise strategies for deploying human capital development strategies to support the organisation training needs profile in consultation with key stakeholders 2.2. Negotiate with key stakeholders on opportunities for collaborative human capital development projects
3. Develop and monitor human capital development	3.1. Complete human capital needs analysis and development planning according to organisational requirements 3.2. Analyse and interpret information and data on human capital gaps and forecasts 3.3. Implement options and strategies to develop, attract and retain talent 3.4. Implement options and actions to optimise asset value of human resources in relation to organisational strategic imperatives 3.5. Determine talent and develop the potential of human capital required to meet organisational requirements 3.6. Promote the capacity of the organisation, team and individual employees to achieve strategic and personal advantage through effort to develop human capabilities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: research and analyse data communicate ideas and organisational policies and procedures seek opinions and to elicit feedback from a range of stakeholders maintain appropriate relationships with colleagues and production staff value and be open to, the opinions of others work as part of a team use active listening techniques negotiate planning and organising skills to prepare and consult on a human capital development plan problem-solving, initiative and enterprise skills to: evaluate talent and human capital requirements undertake integrative thinking conceptualise and synthesise complex concepts self-management and learning skills to maintain records on talent and human capital for a work group or operational area technology skills to complete online research or data collection, and to develop and monitor human capital value using basic computer applications.
Required knowledge
communication processes and methods data collection methods human capital audit and assessment human capital development planning methodologies methods to value human capital organisational knowledge assets and capital reporting processes relationship of human capital to knowledge management and reporting relevant legislation, codes and by-laws that affect business operations, especially in regard to occupational health and safety (OHS) and environmental issues, equal opportunity, industrial relations and anti-discrimination.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurate assessment of human capital value in an organisation through human capital analysis and measurement documentation relating to data collection, and analysis of human capital and relationship to an organisation's knowledge management and human capital strategy documentary evidence of human capital audit and production of a talent development plan input from a wide range of sources providing evidence in respect to a broad range of activities and situations knowledge of human capital audit and assessment.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment competence is consistently demonstrated over time, and over a range and variety of situations access to appropriate documentation and resources normally used in the workplace.
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 completion of applied projects or learning activities - such as examining the relationship between human capital and human resource development; knowledge and organisational learning; talent attraction and development; and human capital and organisational agility completion of an action research project isolating the relationship of human capital to an organisation's intellectual and knowledge capital direct observation of contextual application of skills oral or written questioning to assess knowledge of methods to value human capital.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBFIM701A Manage financial resources BSBLED702A Lead learning strategy implementation PSPHR616A Manage performance management system PSPMNGT614A Facilitate knowledge management.

Range Statement

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.
Human capital is the:	capital asset value of knowledge vested in the individual that can be deployed to maximise organisational and industry competitiveness
Capital asset value is the:	determination of the value a business may derive from any stock of assets it owns, which can be deployed to create income, or from which interest and future value can be derived
Organisational requirements may include:	access and equity principles and practices business and performance plans collaborative partnerships and arrangements confidentiality requirements defined resource parameters ethical standards goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs organisational sociocultural circumstances and issues (for example, within Indigenous organisations) quality and continuous improvement processes and standards quality assurance and procedures manuals recording and reporting procedures
Organisation training needs profile may include:	areas where staff may require further development linked to the organisation's goals and reflect: age profile composition - full-time, part-time, casual formal education and training backgrounds gender ratio language and cultural backgrounds occupational groups organisational change programs roster and shiftwork arrangements
Key stakeholders may include:	customers instructional designers instructors learners management and staff members of the public peers public agencies, especially regulators suppliers and learning partners
Human capital needs analysis is the:	determination of the gap between the human capital an individual, group, organisation or wider grouping (e.g. society or industry) requires as opposed to what is currently available
Information and data analysis will usually occur through deployment of:	business technology software applications able to assess human capital analysis methods such as: data sampling feedback on results peer review qualitative and quantitative processes review of previous research statistical analysis
Options for the purposes of human capital development planning may include:	availability of resources, such as financial resources, and information technology and systems consultancy services developing in-house capacity to meet identified needs identifying training or assessment organisations to meet needs identifying specific units of competency, Australian Qualifications Framework (AQF) qualifications or skill sets to meet needs time lines urgency
Talent concerns the:	total potential an individual brings to an organisation within both current and future contexts
Capacity includes:	all innate and explicit competencies and capabilities able to be deployed to achieve desired outcomes in both current and future contexts

Unit Sector(s)

Unit sector

Competency field

Competency field	Workforce Development - Learning and Development

Co-requisite units

Co-requisite units

BSBLEG301A Apply knowledge of the legal system to complete tasks

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to complete a range of common legal administrative duties and the legal system that is required to carry them out. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. This unit underpins all units of competency in the Legal Services stream. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify the main roles and responsibilities of key bodies in the legal system	1.1. Identify the functions of the courts, regulatory bodies and other legal service providers 1.2. Identify the roles of key personnel in the legal industry 1.3. Explain and apply practical implications of relevant legal practice legislation in regard to own activities 1.4. Research identified gaps in knowledge
2. Identify key personnel/sections within a legal firm and their functions, to complete routine administrative tasks	2.1. Ensure the key functions of a firm are identified and can be explained 2.2. Identify the key functions of all personnel/sections within a firm 2.3. Identify personnel responsible for authorisation of specific matters (eg. partner for authorising movement of funds in trust accounts) 2.4. Use the correct names of personnel/sections in administrative tasks according to a firm's policies and procedures
3. Produce and despatch legal documentation	3.1. Ensure purpose of document/form, and the stage of the legal process to which it relates, can be explained 3.2. Access relevant information from the client file 3.3. Access precedent from firm's bank of forms/routine documentation or draft document according to firm's procedures 3.4. Attach file/matter number to all relevant documentation 3.5. Self-check document/form for accuracy and present it to the legal practitioner, within agreed timelines 3.6. Organise self or other to despatch document in the appropriate manner 3.7. Document all activities, actions and outcomes and record time as required 3.8. File documentation correctly
4. Organise self or other to apply for certificates	4.1. Arrange, document/record timelines with designated person 4.2. Identify and locate supplier of certificate 4.3. Identify and advise applicable fees, taxes and rebates to client, if appropriate 4.4. Organise self or other to apply for certificate using appropriate application forms and processes 4.5. Obtain record of application as appropriate 4.6. Facilitate legal practitioner's review of self or other's work 4.7. Organise self or other to pursue appropriate follow-up action if certificates are not received on time or further information is required
5. Use court etiquette appropriate to the various courts	5.1. Use the appropriate manner of entering into and departing from the courts/tribunals 5.2. Use the appropriate manner of addressing the courts/tribunals 5.3. Use relevant legal language where appropriate 5.4. Identify and research gaps in knowledge of court etiquette

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and interpret documents/forms; follow sequenced written instructions; use appropriate legal terminology and sentence structures; display awareness of purpose and context of documents organisational skills to select and apply the procedures and strategies needed to perform a range of tasks, eg. legal forms and enclosures; and to undertake tasks concurrently proofreading skills research skills to identify gaps in knowledge and search and assemble relevant information communication skills to listen and question to clarify information; explain legal terminology to others; modify language to meet audience requirements; and consult where necessary with team members and clients numeracy skills to use a combination of oral and written mathematical and general language for record keeping purposes technology skills to use a range of software applications, electronic mail and internet.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction legal terminology in relation to the area of law and the relevant legal process purpose of a range of certificates, documents and forms in relation to the area of law authorised 'signing parties'.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurately explaining relevant legal terminology in simple terms and using it correctly where appropriate applying knowledge of the purpose of different types of documents/forms to read and interpret client's file and select appropriate information for inclusion correctly preparing a range of relevant documents/ forms for lodgement or delivery in accordance with firm's procedures, relevant timelines and legislative requirements accurately referring tokey personnel/sections of a firm according to their functions in all administrative tasks, written information and when responding to enquiries applying correct processes, as designated by supplier, for the lodgement and receipt of certificates.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations questioning (oral or written) review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other legal services administration or general administration units.

Range Statement

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.
Courts, regulatory bodies and other legal service providers may include:	County Court Federal Court Industrial Relations Court Family Court Supreme Court Magistrates Court Civil Registry Courts State and Commonwealth Administrative Appeals Tribunal Registrar of Probates Liquor Licensing Commission others not included in this listing
Key personnel in the legal industry may include:	Barristers Coroners Crown Prosecutor Crown Solicitor Director of Public Prosecutions Judges Judges' associates Magistrates public defenders public solicitors solicitors solicitor for public prosecutions paralegals legal secretaries partner managing partner legal practice manager law clerk Queen's counsel process server authorised signing parties other key personal in the legal industry not included in this listing.
Relevant legal practice legislation requirements may relate to:	relevant State/Territory/Commonwealth legislation (eg. Legal Practice Act, The Judiciary Act) schedules of fees and duties payable the area of law the client and a firm (eg. Consumer Credit Code, Privacy Act, secrecy laws, Codes of Practice) trust accounting other Commonwealth, state/territory and/or local legislations, rules, regulations and/or codes of practice not included in this listing.
Key functions of a firm may include:	commercial law corporate law criminal law family law industrial relations/employment law litigation property law services in a specific area of law such as: tax law wills and probate a range of legal services in specific settings such as: Community Legal Centres Government Solicitor's offices Legal Aid Commissions legal departments in large businesses paralegal agencies (debt recovery, conveyancing) private law firms (large, medium and small) other areas of law not included in this listing
Key functions of personnel/departments may include:	accounts catering financial management human resources information technology library/information services mail room marketing reception specialised areas of law.
Personnel responsible for authorisation of specific matters may include:	business manager lawyer legal practice manager partner supervisor teacher/trainer work colleague other personnel not included in this listing.
A firm's policies and procedures may include:	accessing files checklists contingencies core values emergency procedures firm charter information sources information specific to the firm initiation of files on-line information manuals privacy procedure manual professional conduct code recording information security/confidentiality procedures telephone protocol training guides updating files verifying and authorising information.
Documents/forms may include:	agreements briefs emails internal correspondence letters memorandums of law opinion letters pleadings precedents registered legal instruments transcripts from supervisor's notes.
Requirements for documents/forms may include:	appropriate use of letterhead correct line spacing correct margins correct use of reference dual column system list of enclosures paragraph numbering placing of headings presence/absence of a back sheet presence/absence of a cover sheet specific sign off clauses usage of keycaps and font features use of document footers.
Precedents relevant to the particular area of law may include:	a firm's templates agreements contracts court documents leases letter confirming client's instructions and rights mortgages standard letters transfer of shares wills other precedents not included in this listing.
The precedent bank may be:	external in-house on-line stored pre-printed forms.
Documents may be despatched via:	courier email fax hand delivery pick up by client post AUSDOC.
Supplier of certificates may include:	clients contracted supplier local government agencies other law firms State and Federal government agencies.
Certificates may include:	birth business names citizenship death incorporation marriage rate and planning certificates registration of business title trademark registration.
Certificates may be requested:	by letter in person on-line via fax via telephone.
Documentation for application may include:	application for reservation of a name articles of association memorandum of association.
Court etiquette may include:	acknowledging the Judge as he/she enters the court/tribunal at commencement of proceedings acknowledging the Judge as he/she leaves the court/tribunal at the conclusion/adjournment of proceedings behaving appropriately when entering or leaving the court/tribunal during proceedings not speaking in the court/tribunal unless required to do so remaining standing until the Judge is seated using the appropriate form of address for a Judge or a Magistrate.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG302A Carry out search of the public record

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to complete a search of the public record. This involves planning and conducting the search, and obtaining and delivering the information according to instructions. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. This unit underpins all units of competency in the Legal Services stream. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan search	1.1. Arrange timelines for completing search and plan work 1.2. Identify appropriate information sources for completing the search and identify procedure for obtaining information from sources and clarify if necessary
2. Conduct search	2.1. Access and complete appropriate search request form accurately 2.2. Prepare monies to pay for search if necessary 2.3. Organise self or other to lodge search request appropriate person/official at correct search location 2.4. Obtain record of lodgement
3. Receive outcome of search	3.1. Arrange process of obtaining information with the appropriate person/official 3.2. Organise self or other to collect information from external agency in the arranged manner 3.3. File all records of expense 3.4. Check information to see that it meets identified needs and take appropriate follow-up action with assistance if necessary
4. Deliver information	4.1. Deliver information intact to designated person 4.2. Identify and resolve difficulties within timelines 4.3. Document all activities, actions and outcomes and record time

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen and question to clarify information; explain legal terminology to others; and consult where necessary with team members and clients literacy skills to follow legal procedures; follow sequenced written instructions involving legal terminology; lodge requests and provide clear and specific written instructions about information required research skills to conduct searches such as matching, key word searches, and locate specific information from a range of sources such as libraries, internet, government information services numeracy skills to use a combination of oral and written mathematical and general language record keeping purposes and in relation to search fees organisational skills to select and apply the procedures and strategies needed to perform a range of tasks; and to manage tasks within specified timelines technology skills to use a range of software, on-line applications and organisational information systems.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction legal terminology in relation to the area of law and the relevant legal process location and appropriate search procedures of relevant search sources, including on-line information locations standard problems and resolutions in the sourcing and delivery of information roles and responsibilities of internal and relevant external individuals/authorities.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: accurately searching and appropriately accessing a variety of information sources to meet identified needs giving clear and sufficient instruction to others and providing adequate explanation where necessary maintaining detailed file notes at each step of the search process, including a record of lodgement proactively consulting the legal practitioner or supervisor where difficulties can not be resolved through standard procedures preparing monies to pay for searches if necessary and maintaining records of all activities, actions, outcomes, time and costs in accordance with firm's policies and procedures.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: analysis of responses to case studies and scenarios assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations questioning (oral or written) review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG301A Apply knowledge of the legal system to complete tasks other legal services administration or general administration units.

Range Statement

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.
Timelines may be contingent upon:	case issues changes in legislation client needs court deadlines legal practitioner's workload significant dates such as new year, end of financial year.
The information source may be:	external agency on-line, including: at agency land data law point on-line services another law firm.
Information sources may include:	Australian Securities Commission information Business Licence Centre Commonwealth and State Freedom of Information Acts Consumer Affairs records credit files (in accordance with Privacy Act) databases electoral rolls motor vehicle registrations public telephone directories rates searches State and Supreme Courts libraries Titles Office/council records other sources not included in this listing.
The search request may vary according to:	the information required before the search can be carried out the search location whether information can be requested by email or fax or on-line whether specific form is required.
Search location may include:	Australian Securities Commission Court/Institutional library Local/Regional/State/Federal government departments Statutory bodies Titles Office.
Record of lodgement may include:	copy of request email confirmation number receipt stamped copy of request.
Designated person may include:	external client external official lawyer legal practice manager partner supervisor work colleague.
Difficulties in meeting timelines may relate to:	alterations to instructions available resources backlog at supplier's end client needs liaising with others technical difficulties.
A firm's policies and procedures may include:	charging of search expenses contingencies in terms of inadequate monies, unavailable information handling monies information sources office procedure manual recording information security/confidentiality/ privacy procedures.
Legislative requirements may relate to:	Legal Practice Act, The Judiciary Act relevant State/Territory/Commonwealth legislation the client and a firm (eg. Consumer Credit Code, Privacy Act, secrecy laws, Codes of Practice) schedule of fees and duties payable accessing information under the Freedom of Information Act other Commonwealth, state/territory and/or local legislations, rules, regulations and/or codes of practice not included in this listing.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG303A Deliver court documentation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to organise court documents for delivery, planning a schedule of delivery, delivering documents to the appropriate courts and returning proof of document lodgement. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Organise self or other to copy and collate court/tribunal documents	1.1. Identify documents for the same courts/tribunals 1.2. Organise self or other to copy and collate documents according to court requirements and a firm's policies and procedures 1.3. Attach file/matter number to copies of all relevant documents where appropriate 1.4. Appropriately file copies of all documents to be delivered
2. Plan court/tribunal delivery schedule	2.1. Establish times of delivery to ensure court/tribunal timelines are met 2.2. Selected appropriate delivery method 2.3. Prepare monies for court filing fee and record disbursement appropriately
3. Organise self or other to deliver documents	3.1. Transport documents securely to court/tribunal 3.2. Hand over documents and monies if necessary for court filing fees to appropriate court official 3.3. Seek and record information regarding deficiency from court official if documents are deficient and cannot be lodged, 3.4. Collect and file proof of lodgements and any associated documents appropriately 3.5. Appropriately resolve difficulties with lodgement or refer to designated person as appropriate

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to issue and follow clear, sequenced verbal instructions; and clarify information by questioning as necessary literacy skills to follow legal procedures; issue and follow written instructions about routine legal procedures; and complete routine forms about legal matters according to established workplace procedures numeracy skills to apply knowledge of mathematical concepts in relation to court filing fees and record keeping; adhere to deadlines; and copy and collate documents organisational skills to plan and prioritise own and other's activities and time problem solving skills to plan appropriate and efficient methods of delivery with regards to deadlines teamwork skills to define purposes and objectives to be achieved by working with others and negotiate task distribution with other members of the group.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction overview knowledge of relevant; court processes, current legislation, legal processes and required documentation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: correctly collating and lodging documentation for each court, with correct number of copies, signatures if necessary, and relevant attachments according to firm's policies and procedures and the court's requirements maintaining communication with designated person/s regarding actions, activities and outcomes and, where difficulties arise, contacting them if standard resolutions are not applicable planning court delivery schedule to accommodate agreed timelines, closing times of courts and the number of documents to be lodged preparing monies for court filing fees if necessary and maintaining records of all activities, actions, outcomes, time and costs in accordance with firm's policies and procedures.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: demonstration of techniques in a workplace or simulated environment direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of performance in role plays questioning (oral or written) review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG301A Apply knowledge of the legal system to complete tasks other legal services administration or general administration units.

Range Statement

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.
Courts/tribunals may include:	Children's Court Coroner's court Courts of Petty Sessions District/County Court Equal Opportunity Tribunal Family Court Federal Court High Court Industrial Relations Court Magistrates Court Small Claims Tribunal State and Commonwealth Administrative Appeals Tribunals Supreme Court other courts/tribunals not included in this listing
Court requirements may include:	back cover sheet colour and weight of paper front cover sheet margins nature of binding paper size ribbon
A firm's policies and procedures may include:	contingencies delivering a firm's business emergency procedures information specific to the firm keeping files up to date office procedure manual privacy/security/confidentiality procedures recording information time recording procedures transferring monies verifying and authorising information
Documents to be delivered may include:	affidavits briefs exhibits expert reports notices pleading documents witness statements writs
Delivery method may include:	AUSDOC courier personal service post
Appropriate court official may include:	bailiff court clerk sheriff
Proof of lodgement may involve:	affidavit of services receipt signature of court official
Difficulties with lodgement may relate to:	failure to meet court/case deadlines incomplete forms and documents incorrect address insufficient monies
Designated person may include:	lawyer partner supervisor teacher/trainer

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG304A Apply the principles of confidentiality and security within the legal environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to use ethical behaviour when dealing with sensitive and confidential information in a legal environment. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. This unit underpins all units of competency in the Legal Services stream. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Work within accepted codes of conduct	1.1. Submit work for review and approval by the legal practitioner who delegated the task/s 1.2. Keep paperwork up to date and forward reports on the progress of matter/s to clients regularly according to instructions and relevant legislation 1.3. Ensure contact with the opposing party in legal disputes occurs only under the specific direction of the legal practitioner responsible for the matter 1.4. Promptly communicate conflict of interest or potential conflict of interest in a legal matter to the legal practitioner responsible for the matter 1.5. Treat clients and fellow workers with respect 1.6. Take care to behave with honesty and integrity at all times 1.7. Direct trust account monies to legal practitioner for receipt
2. Follow confidentiality procedures	2.1. Assess information with regard to what is and what is not disclosable 2.2. Use discretion and judgement in all communications 2.3. Discuss client-related matters only within the confines of the practice and with appropriate personnel
3. Follow security procedures	3.1. Appropriately store and secure file related information, including electronically stored information 3.2. Hold discussions relating to client matters in a private location 3.3. Ensure all documents/exhibits relating to a file are locked away securely after use according to a firm's policies and procedures 3.4. Ensure all materials required by legislation to be stored for certain periods of time are clearly labelled and stored securely according to a firm's policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen to clear, sequenced instructions; and use strategies to confirm, repair or clarify understanding of terms and context literacy skills to interpret, classify and evaluate information ability to apply judgement in terms of identifying potential conflict of interest organisational skills to comply with statutory regulations concerning security of records and keep clients up to date on file matters.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction overview knowledge of relevant; court processes, current legislation, legal processes and required documentation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: knowledge of own scope of responsibility and roles and responsibilities of relevant others within the firm proactively applying the relevant state's Code of Conduct and Legal Practice Act, The Judicial Act to ensure all work is performed with honesty and integrity identifying and applying standard resolutions to breaches of confidentiality, security and conduct by self and others within the firm. providing clear, relevant and correct assistance and advice to co-workers where appropriate handling, storing and securing allelectronic and paper-based confidential information according to firm's policies and procedures consistently seeking clarification from appropriate sources where the level of confidentiality required in a situation is unclear.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: analysis of responses to case studies and scenarios demonstration of techniques in a workplace or simulated environment direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations questioning (oral or written) review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG301A Apply knowledge of the legal system to complete tasks other legal services administration or general administration units.

Range Statement

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.
Codes of conduct may include:	compliance with reasonable direction conflict of interest duty of care ethical behaviours maintaining confidentiality non-discriminatory practice privacy receiving and dispersing monies use of company property.
Relevant legislation may include:	State/Territory/Commonwealth legislation legislation related to the client and a firm (eg. Consumer Credit Code, Privacy Act, secrecy laws, Codes of Practice) schedule of fees and duties payable other acts not included in this listing
Conflict of interest may exist where:	a law firm, legal practitioner or support person some time in the past represented a client who is now on the other side in another case a legal practitioner and client are in business together a legal practitioner or support person has a personal, financial or other interest in a case a legal practitioner or support person is a witness in a case a legal practitioner simultaneously represents two clients whose interests are adverse to one another the legal stance of one client is detrimental to the business activities of another client.
Non-disclosable information may include:	addresses of clients, witnesses or staff details about the firm itself exhibits fact that the client has consulted the firm financial information firm's client database information relating to a client's legal matter names of clients, witnesses or staff nature of client's legal matter passwords or security procedures telephone numbers of clients, witnesses or staff trust account information whereabouts of client/witnesses witness statements.
Electronically stored information may be:	on audio-cassette on computer hard-drive or floppy disk on voice mail on-line (email or web).
A firm's policies and procedures may include:	charging of search expenses contingencies in terms of inadequate monies, unavailable information handling monies information sources office procedure manual recording information security/confidentiality/ privacy procedures.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG305A Use legal terminology in order to carry out tasks

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to understand and use legal terminology in order to undertake tasks. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. This unit underpins all units of competency in the Legal Services stream. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Use appropriate legal terminology in written and oral communication with internal and external parties	1.1. Use appropriate legal terminology in both written and oral communication with internal and external parties 1.2. Spell and pronounce legal terminology correctly and use in appropriate context when completing work tasks
2. Extend understanding of legal terminology	2.1. Identify gaps in knowledge and seek clarification through appropriate source or designated person 2.2. Identify and use abbreviations for commonly used legal terms and associated processes where appropriate 2.3. Ensure questions relating to legal terminology can be answered and terms defined

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to accurately pronounce legal terminology; follow oral, sequenced instructions involving legal terminology ; and apply strategies to confirm, repair or clarify understanding of terms and context literacy skills to read and interpret legal documents; understand and use vocabulary for a specific purpose; and follow written, sequenced instructions involving legal terminology research skills to clarify intended meaning and legal context of instructions or legal terminology; and increase own knowledge of legal terminology.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction overview knowledge of relevant; court processes, current legislation, legal processes and required documentation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: proactively applying research and communication skills to increase own knowledge of legal terminology consistently seeking clarification from appropriate person/source of information when instructions are unclear or to locate missing information competently carrying out instructions containing commonly used legal terminology and abbreviations accurately identifying and communicating the legal and financial consequences of misusing legal terminology using simple, non-legal language to explain legal terminology and processes to others using legal terminology appropriate to the situation when completing delegated administrative tasks.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: analysis of responses to case studies and scenarios demonstration of techniques in a workplace or simulated environment direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations questioning (oral or written) review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG301A Apply knowledge of the legal system to complete tasks other legal services administration or general administration units.

Range Statement

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.
Commonly used legal terminology may relate to:	courts and tribunals legal documentation legal personnel legal procedures legislation and regulations.
Commonly used legal terminology may vary according to:	a particular legal procedure legal setting eg. community legal work, Crown Solicitor's Office the area of law the jurisdiction.
Work tasks may include:	contacting external parties drafting letters in response to queries filing maintenance/update of clients' files, eg. file notes, certificates, results of public search, correspondence with a barrister organising payments preparing accounts preparing court documentation producing office memos taking and forwarding messages typing legal practitioner's notes.
Clarification regarding commonly used legal terminology may be sought from:	designated person/s glossary of commonly use legal terminology and processes legal dictionary relevant handbook eg. Legal Secretary's Handbook.
Designated person may include:	lawyer legal practice manager partner supervisor work colleague.
The area of law may include:	commercial law corporate law criminal law family law industrial relations litigation property law tax law wills and probate other areas of law not included in this listing

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG306A Maintain records for time and disbursements in a legal practice

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain time records and enter disbursements incurred. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. This unit underpins all units of competency in the Legal Services stream. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Record fee earner time	1.1. Access time sheets submitted by fee-earners 1.2. Organise self or other to enter time recording onto the accounting system against the relevant client or client matter file, or other relevant codes eg. training, marketing 1.3. Note irregularities and/or uncertainties and follow standard resolution procedures or alert designated person as appropriate 1.4. Make entries within agreed timelines
2. Enter disbursements incurred	2.1. Record details of disbursements accurately against the relevant client or client master file according to a firm's policies and procedures 2.2. Note irregularities and/or uncertainties and ensure standard resolution procedures are followed or alert designated person as appropriate 2.3. Attach file/master number to all relevant documentation and file such documentation appropriately

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy skills to apply combination of oral and written mathematical and general language for the record keeping process communication skills to listen to clear, sequenced instructions; clarify information by questioning as necessary; and consult where necessary with team members and clients technology skills to use a range of software applications literacy skills to follows a firm's legal procedures and sequenced, written instructions problem-solving skills to apply resolution procedures to standard problems organisational skills to select and apply the procedures and strategies needed to perform a range of tasks within designated time lines.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction overview knowledge of relevant; court processes, current legislation, legal processes and required documentation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstrating honesty and integrity in all financial dealings accurately entering time recording and disbursements onto the accounting system in accordance with firm's policies and procedures presenting relevant documentation to designated person/s for approval within agreed timelines consistently handling and administering trust accounts in accordance with firm's policies and procedures and legislative requirements applying standard procedures to resolve irregularities and/or uncertainties and/or alertingdesignated person/s as appropriate.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: analysis of responses to case studies and scenarios assessment of examples of records direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate questioning (oral or written) review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG301A Apply knowledge of the legal system to complete tasks other legal services administration or general administration units.

Range Statement

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.
Time sheets may be:	electronic paper-based.
Fee-earners may include:	accountant conveyancer law clerk paralegal qualified legal practitioner.
Designated person may include:	accountant business manager lawyer legal practice manager partner supervisor teacher/trainer.
Disbursements may include:	cost of duty stamps courier fees court costs filing fees photocopying postage search fees telephone charges other disbursements as described by state/territory requirements
A firm's policies and procedures may include:	accessing accounting system availability of information definition of disbursement and amount to charge detailing disbursements information specific to the firm liaising with financial institutions office procedure manual recording information security/confidentiality/privacy procedures time recording procedures verifying and authorising information.
Relevant documentation may relate to:	exchange of information financial transaction public search of record verbal communication with external parties.
Methods for maintaining records for time and disbursements may include:	specialised electronic software packages eg. LAW 2000, BillBack, LawLedger standard books of account - trust account receipt book, cash book, cheque book, ledger, bank deposit book timesheet.
The area of law may include:	commercial law corporate law criminal law family law industrial relations litigation property law tax law wills and probate other areas of law not included in this listing
Legislative requirements may relate to:	Australian Taxation Office regulations court scales in each State/Territory definition of a disbursement establishing a trust account Governing Legal Practice Acts in each State/Territory Law Society/Institute procedures in each State/Territory relevant State/Territory/Commonwealth legislation schedules of fees and duties payable taxation and banking requirements the area of law the client and a firm (eg. Consumer Credit Code, Privacy Act, secrecy laws, Codes of Practice, common law and Statutory Duties of Care involving financial relationships) Tort, Equity and Statute law trust accounting regulations in each State/Territory.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG308A Assist in prioritising and planning activities in a legal practice

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assist others (for example, Partner, Solicitor, Fee Earner, Human Resources Manager, External Client) to organise a legal schedule. This involves arranging appointments and other activities based upon court dates and required legislative timelines. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide services to support legal practitioners, while under supervision. This unit underpins all units of competency in the Legal Services stream. All aspects of legal practice may be subject to a range of legislation, rules, regulations and/or codes of practice relevant to different job roles and jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Record file related critical dates and times	1.1. Identify file related deadlines 1.2. Record file related deadlines according to a firm's policies and procedures
2. Make and record appointments on behalf of designated person	2.1. Establish and clarify priorities of designated person/s in discussion 2.2. Ensure timelines for achievement of priorities are agreed and documented/recorded 2.3. Arrange and/or re-arrange appointments to a time or date which is more convenient for parties involved
3. Assist designated person/s to prepare for critical dates	3.1. Check records daily for upcoming appointments and commitments 3.2. Remind designated person/s of critical file dates 3.3. Prepare and distribute information meeting legislative requirements to the designated person/s prior to critical dates 3.4. Monitor timelines regularly in consultation with designated person
4. Follow up outcomes of meetings or other activities	4.1. Plan and organise appropriate follow up actions and activities in conjunction with designated person and relevant parties 4.2. Update file notes according to a firm's policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen to clear sequenced instructions and note individual preferences regarding arrangements for group activity; apply questioning to clarify information; and discusses and confirm requirements and priorities of others teamwork skills to clarify defined purposes and objectives to be achieved by working with others literacy skills to follows a firm's legal procedures; and sequence writing with attention to organising principles of date, time, importance or file code according to organisation's requirements numeracy skills to order and compare sets of dates using simple everyday data; adheres to deadlines; and keep accurate records organisational skills to plan and prioritise own and other's activities and time problem solving skills to negotiate task distribution with other members of the group; and select most efficient and appropriate times for appointments etc. technology skills to use a range of software applications.
Required knowledge
scope of legal practitioner/support role and own responsibilities and obligations to provide legal advice, complete or sign off on legal work and/or appear in court as described by relevant jurisdiction(s) firm's policies and procedures firm's administrative systems and files accepted codes of conduct including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstratingan understanding of the responsibility involved in making arrangements for others and the legal consequences of not meeting critical timelines interacting courteously and efficiently with other parties when making, confirming, and changing appointments applying organisational skills and firm's procedures to accurately and legibly diarise all relevant details of appointments and file deadlines and follow up as required applying standard procedures to solve problems (such as double bookings or non-attendances) promptly and satisfactorily creating and maintaining up-to-date, legible, accurate and accessible records of all activities and outcomes according to firm's policies and procedures.
Context of and specific resources for assessment	Assessment must ensure: wherever possible the context is a real or simulated workplace access to workplace manuals and reference materials such as company policy, procedural manuals and checklists access to list of relevant sources of documentation and sample forms access to background information on courts, their jurisdiction and behavioural requirements access to appropriate technology such as computers with relevant software access to appropriate texts and access to person's with expert knowledge such as legal practitioners access to appropriate legislation and regulations relevant to common legal matters, such as that accessible via: http://www.law.gov.au http://www.ag.gov.au http://www.austlii.edu.au/ http://www.australia.gov.au/states-territories http://www.act.gov.au http://www.nsw.gov.au http://www.nt.gov.au http://www.qld.gov.au http://www.sa.gov.au http://www.tas.gov.au http://www.vic.gov.au http://www.wa.gov.au
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations questioning (oral or written) review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers tests of knowledge on relevant legislation, rules, regulations, codes of practice and research resources.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBLEG301A Apply knowledge of the legal system to complete tasks other legal services administration or general administration units.

Range Statement

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.
File related deadlines may include:	court appearances document lodgement cut off dates legislated timelines settlement dates other file related deadlines not included in this listing.
Designated person may include:	external client lawyer legal practice manager partner supervisor.
Difficulties in meeting timelines may relate to:	available resources client needs court adjournments failure of other parties/agencies to produce required materials on time variations to contracts.
Appointments may be arranged:	in response to continuing legal education requirements as designated by relevant Law Societies and Institutes in response to new/existing client enquiry/request to meet court requirements to meet legal matter requirements to meet the need for consulting experts.
Records may include, but are not limited to:	client's details may include: name telephone number type of matter court details may include: date location matter time dates on which follow-up actions are occur may include: payment of fees progress report to client property settlement other records not included in this listing.
Critical file dates may include:	court appearances court mentions lodgement of documents meetings with clients meetings: external internal property settlements settlement of accounts travel arrangements.
Legislative requirements may relate to:	relevant State/Territory/Commonwealth legislation - their legal process time and action requirements eg. required amount of time serving notice, timeline for submission/exchange of documents and/or monies, number and type of meetings required between parties. Governing legal practice Acts in each State/Territory the client and a firm (eg. Consumer Credit Code, Privacy Act, secrecy laws, Codes of Practice, Common Law and Statutory Duties of Care involving financial relationships) schedule of fees and duties payable employee-employer agreements and legislation
File notes may be stored:	electronically in date order on a checklist/form on a file note spike on the computer paper based with client file.
File notes may include:	date discussion notes file concerned mode of attendance (eg. in person/telephone) people involved resulting activity, action outcome time expended on matter.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Legal Services Administration

Co-requisite units

Co-requisite units

BSBLEG403B Maintain trust accounts

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain trust monies related to specific files, under instruction of a legal practitioner. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply a broad knowledge of administration tasks in providing support in a legal context. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Check that trust funds are adequate	1.1. Check relevant sources for information regarding disbursements and costs 1.2. Calculate and reconcile estimated disbursements and costs with available trust funds 1.3. Notify instructing legal practitioner where there are inadequate available funds 1.4. Notify client that further funds are required, where necessary, according to organisation's policies and procedures
2. Draw cheques against trust account	2.1. Complete appropriate requisition form 2.2. Gain authorisation from instructing legal practitioner according to organisation's policies and procedures 2.3. Inspect cheques for accuracy and correct account source 2.4. Organise instructing legal practitioner to verify and sign cheques 2.5. Keep accurate records of all file-related disbursements and costs
3. Prepare documentation upon completion of legal matter	3.1. Collate relevant information and documentation from file 3.2. Reconcile monies remaining in trust account 3.3. Promptly investigate discrepancies or irregularities and take appropriate follow-up action

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: follow and interpret instructions provide clear and specific instructions about information required literacy skills to: follow complex legal procedures proofread documents to ensure accuracy and consistency of information numeracy skills to performbanking transaction calculations and reconciliations problem-solving skills to resolve discrepancies with accounts organisational skills to select and apply the procedures and strategies needed to perform a range of tasks within designated timelines
Required knowledge
scope of own job role legal terminology in relation to trust accounting relevant Australian Taxation Office regulations, current legislation governing trust accounts, and legal processes required documentation for trust account transactions and security, confidentiality and privacy requirements statutory charges, taxes and other fees applicable to institutions accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: comply with organisation's trust accounting procedures, and legislative and regulatory requirements demonstrate honesty, integrity and accuracy in calculations and reconciliations prepare accurate and compliant documentation apply knowledge of codes of practice resolve or appropriately refer discrepancies and irregularities.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment workplace manuals and reference materials, such as company policies, procedural manuals and checklists list of relevant sources of documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
Method of assessment	The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate review of completed requisition form review of records of file-related disbursements and costs evaluation of reconciled trust account monies oral or written questioning to assess knowledge of trust accounting principles and practices, within the limits of own responsibilities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Relevant sources of information may include:	bank statements cheques credit notes delivery dockets deposit books information from open file invoices and receipts monies received into the trust account petty cash book petty cash vouchers purchase requisitions and orders transactions on the trust account.
Disbursements may include:	cost of duty stamps court costs filing fees photocopying postage telephone charges.
Organisation's policies and procedures may include:	accessing accounting system bank procedures and policies following up discrepancies and irregularities handling monies information sources keeping records of disbursements legal bookkeeping liaising with financial institutions notifying client when further funds are required recording information reporting to state law society/institute as required by law security, confidentiality and privacy procedures specific arrangements with banks as they apply to trust accounts verifying and authorising information.

c

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG413A Identify and apply the legal framework

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to research legal systems and jurisdictions within Australia. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who research legal systems within Australia. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify sources of law	1.1. Identify the main institutions of government in Australia 1.2. Research sources of Australian law 1.3. Assess rules for resolving conflicts of laws
2. Identify and analyse relationships between the Australian federal government and the states and territories	2.1. Identify legislative powers of the Australian federal government and limits on that power 2.2. Analyse the legislative powers of the states and territories 2.3. Evaluate the relationship between the legislative powers of the Australian federal government and the states and territories
3. Differentiate between civil and criminal proceedings	3.1. Identify and examine the differences in law and procedures between civil and criminal proceedings 3.2. Analyse the findings and determine which court would hear particular cases
4. Examine elements of the adversary system of trial	4.1. Identify main features of the adversary system of trial 4.2. Evaluate these features and determine how they apply in the context of the legal environment
5. Examine elements of precedent	5.1. Identify the main features of the principles of precedent 5.2. Analyse how precedent is applied in the context of a legal environment 5.3. Examine and document the outcomes of precedent
6. Examine legislation	6.1. Examine principles for reading and interpreting legislation 6.2. Apply principles for reading and interpreting legislation in the context of a legal environment

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
computer skills to access and document information literacy skills to read and interpret written material research and data collection skills to identify the characteristics, similarities and differences of Australian institutions, types of proceedings and trial procedures analytical skills to investigate and compare legal institutions
Required knowledge
institutions and main features of the Australian legal system legal terminology in relation to areas of the practice of the law and relevant legal processes methods used to identify appropriate information about sources of Australian law scope of responsibilities in the context of legal framework

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: explain the differences between Australian law making institutions identify appropriate institutions to hear civil versus criminal proceedings demonstrate how the adversarial system of trial operates demonstrate the application and outcomes of the principles of precedent read and interpret legislation.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment appropriate legislation and regulations relevant to common legal matters relevant sources of documentation background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate resources and people with expert knowledge.
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 observation of presentations about Australian legal institutions review of analysis of the legislative powers of the states and territories oral or written questioning to assess knowledge of the similarities and differences between Australian legal institutions, proceeding types and adversarial trial procedures case studies on principles of precedent case studies on reading and interpreting legislation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Main institutions may include:	commonwealth, state and territory constitutions courts federal system of government governments parliaments.
Sources may include:	British law colonial laws common law customary law equity statutes native title.
Legislative powers may include:	concurrent powers exclusive powers specific powers.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG414A Establish and maintain a file in legal services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the conduct of a file under the instruction of a designated individual. This includes establishing files, developing and obtaining appropriate documents, liaising with clients, and carrying out file closure procedures. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply well established, sound theoretical knowledge in the provision of administrative support in legal services. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Initiate preliminary file activities	1.1. Arrange meeting with designated individual to discuss new file, and to plan and prioritise preliminary work 1.2. Obtain details of the legal matter from client according to organisation's policies and procedures 1.3. Develop a quote in line with organisation's fee structure and forward it to instructing legal practitioner for approval 1.4. Forward quote and instructions for establishing a trust account to client on behalf of instructing legal practitioner 1.5. Clarify terms of engagement with instructing legal practitioner and client and ensure mutual expectations are agreed upon and documented 1.6. Prepare initial file documentation
2. Carry out conflict of interest check	2.1. Organise self or other person to carry out conflict of interest check 2.2. Record results of conflict of interest check in preliminary file notes, and discuss and resolve areas of potential conflict
3. Open file	3.1. Locate, access and extract relevant information for initiating files 3.2. Select and brief support staff to assist on file, in consultation with designated individual 3.3. Forward confirmation of instructions, details of those working on the file, a summary of work to be performed and associated timelines to client on behalf of instructing legal practitioner 3.4. Plan work in conjunction with designated individual and allocate resources
4. Contact other persons about the file	4.1. Undertake liaison with other persons and obtain statements if necessary 4.2. Undertake liaison with experts where appropriate 4.3. Update file notes detailing activities, actions and outcomes and record time
5. Undertake legal process according to plan	5.1. Carry out legal process as planned with designated individual 5.2. Maintain information flow to designated individual on progress of matter 5.3. Immediately refer issues or problems outside own range of responsibility to designated individual for resolution 5.4. Monitor trust account to ensure sufficient monies are present and contact instructing legal practitioner to facilitate the transfer of additional funds if necessary 5.5. Keep client up-to-date on matter through progress reports and, where necessary, meetings with designated individual
6. Facilitate file administration and closure	6.1. Organise self or other person to reconcile time records with costing 6.2. Organise self or other person to undertake final costing 6.3. Organise self or other person to prepare invoice 6.4. Arrange meeting with designated individual to review final invoice and relevant documentation in order to facilitate sign-off before forwarding to client 6.5. Update and complete file notes 6.6. Ensure final accounting of trust account and resolve outstanding disbursements 6.7. Close and archive file according to organisation's policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: follow and provide clear written and oral sequenced instructions participate in sustained and complex transactions apply questioning techniques to elicit and clarify information literacy skills to: follow intricate legal procedures read and interpret legal documents use legal vocabulary and grammatical structures to achieve precise meaning numeracy skills to: prepare a quote in line with organisation's fee structure maintain and reconcile time records to inform final costing prepare final invoice for sign-off by client research and report writing skills to assemble and evaluate background information and critical documents technology skills to: prepare and review invoicing for services research information and prepare reports on outcomes
Required knowledge
scope of role and responsibilities, and obligation to refer matters to supervisor organisation's policies and procedures, including quotation and invoicing procedures accepted codes of conduct, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction legal terminology, including that specific to area of law archiving procedures and appropriate file retention periods relevant court processes, current legislation, legal processes and required documentation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: document and file information according toorganisation's policies, procedures and legal requirements, and within agreed timeframes apply organisation's financial systems and procedures according to legal requirements and within agreed timeframes provide appropriate information, advice and assistance to clients within own scope of responsibility explain legal and legislative requirements underlying actions apply knowledge of relevant court processes, current legislation, legal processes and required documentation.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment workplace manuals and reference materials, such as company policies, procedural manuals, checklists, documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this units: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate review ofquotes developed and forwarded to instructing legal practitioner for approval review of preparation ofinitial file documentation evaluation of documentation with results of conflict of interest checks recorded review of information forwarded to client on opening a file evaluation of updated file notes review of progress reports forwarded to client analysis of monitoring of trust account oral or written questioning to assess knowledge of archiving procedures and appropriate file retention periods.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Designated individual may include:	legal practice manager legal practitioner supervisor.
Legal matter may include:	agreement contract disputing a claim initiating litigation mediated dispute protecting rights settling a dispute trademark.
Client may include:	business government entity individual insurance company legal aid not-for-profit organisation third party.
Organisation's policies and procedures may relate to:	accessing files conflict of interest check contingency management fee structure individual procedures adopted by instructing legal practitioner information sources information specific to the organisation initiating and updating files interviewing clients office procedural manual protocol for accommodating specific client needs, e.g. case manager, social worker or parole officer protocol for contacting clients, e.g. translator or interpreter providing quotes recording information security, confidentiality and privacy procedures telephone protocol terms of engagement time-recording procedures verifying and authorising information.
Fee structure may include:	fee by hour fixed quote scale of costs special rates tender.
Terms of engagement may include:	fee contingent on success of case pro bono work referral arrangement union agreement.
Client expectations may include:	bill narrative billing frequency charge out rate estimate of total legal costs information about avenues for querying invoice details name and address of recognised professional association (RPA) that regulates the organisation or practitioner other requirements as described by relevant state, territory and/or local legislation, rules, regulations and codes of practice reporting frequency.
Initial file documentation may involve:	assigning file or matter number to client ensuring file or matter number is attached to all relevant documentation recording relevant client matter details.
Conflict of interest check may include:	accounting package databases past working history of supervisor searching files.
Conflict of interest may include:	representing other party representing relative vested interest in outcome.
Resources may include:	access to: experts office materials services staff time venues for liaison and meetings.
Other persons with whom liaison may occur may include:	experts government departments and agencies opposing parties.
Experts may include:	historian medical practitioner parole officer psychiatrist psychologist social scientist social worker.
Activities, actions and outcomes may include:	consulting experts exchange of information failure to return call process of discovery verbal communication with external parties.
Issues or problems may include:	difficulties with accessing required information ensuring that support staff are adhering to security, confidentiality, privacy and timeline requirements technical difficulties.
Relevant documentation may include:	agreements bank statements briefs contracts information for client internal correspondence leases letters memorandums of law mortgages opinion letters organisation's templates other financial documentation pleadings precedents statements transcripts from supervisor's notes transfer of shares wills other relevant documentation required under commonwealth, state or territory and local legislation, rules, regulations and codes of practice.
Relevant documentation to be forwarded to client may include:	certificates experts' reports letters.
Disbursements may include:	billable hours cost of duty stamps court costs filing fees hiring experts hiring services photocopying postage.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG415A Apply the principles of contract law

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to enable a person to assess contractual issues in a legal environment. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles in assessing contractual issues. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine the nature and meaning of contract	1.1. Access sources of legal information on the nature and meaning of contract 1.2. Distinguish between common law and legislation in contract 1.3. Assess the significance of contracts and contract law in business, and document the outcomes of this assessment
2. Determine the principles of contract law	2.1. Define legal principles governing simple contracts 2.2. Identify and document key elements of a simple contract matter
3. Enhance professional practice through application of relevant principles of contract law	3.1. Assess a legal matter involving contractual issues by applying principles of contract law 3.2. Analyse and evaluate the key issues 3.3. Review analysis with designated person
4. Distinguish between a contract being discharged or breached	4.1. Specify procedures for the discharge of contracts 4.2. List available remedies for breach of contract 4.3. Apply procedures for discharge of contracts to workplace legal matter 4.4. Apply identified remedies to a relevant workplace legal matter

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and interpret written material research and data collection skills to identify: characteristics, similarities and differences of Australian institutions types of proceedings and trial procedures analytical skills to investigate and compare legal institutions and assess simple legal matters related to contract
Required knowledge
commonly used legal terminology, institutions and main features of the Australian legal system methods used to identify appropriate information about sources of Australian law nature, aims and rationale of contracts, including agreements, intention to create legal relations, consideration, and capacity to contract remedies for breach of contract illegal and void contracts privacy of contract and assignment of contract

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: demonstrate knowledge of the principles of contract law apply the principles of contract law demonstrate knowledge of the steps for the discharge of a contract demonstrate knowledge of remedies for breach of contract.
Context of and specific resources for assessment	Assessment must ensure access to: legislation and regulations relevant to contract law texts and background sources of information on contract law in Australia case studies involving a range of legal matters relevant to contract law personnel with expert knowledge of contract law.
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: analysis of responses to case studies and scenarios in a range of contractual contexts tests of knowledge of relevant legislation, rules, regulations and research sources direct questioning combined with portfolios of evidence review of authenticated documents from the workplace.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of legal information may include:	court library online information services and websites organisation's library precedent bank specialist texts.
Contracts may include:	commercial and business contracts contract for services rendered employment contracts sale of property.
Designated persons may include:	barrister legal practice manager legal practitioner supervisor.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG416A Apply the principles of the law of torts

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to enable a person to apply the principles of the law of torts in a legal environment. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles of the law of torts. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define nature and meaning of law of torts	1.1. Access sources of legal information on the nature and meaning of law of torts 1.2. Distinguish tort from crime, breach of contract, or other legal obligations
2. Identify principles of the law of torts	2.1. Define legal principles in the application of the law of torts 2.2. Determine key elements of law of torts matters
3. Apply relevant elements of tort	3.1. Assess legal matters relevant to possible torts 3.2. Analyse and evaluate information 3.3. Extract and document information relevant to particular matter
4. Identify remedies for breaches of law of torts	4.1. Identify circumstances giving rise to liability in law of torts 4.2. Identify and document remedies applicable to breach 4.3. Submit findings to designated person according to organisational policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and interpret written material research and data collection skills to identify: characteristics, similarities and differences of Australian institutions types of proceedings and trial procedures analytical skills to investigate and compare legal institutions
Required knowledge
commonly used legal terminology, institutions and main features of the Australian legal system methods used to identify appropriate information about sources of Australian law nature and meaning of law of torts torts relating to: negligence negligent misrepresentation person, goods and land meaning of: occupier's liability vicarious liability law of defamation

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: demonstrate knowledge of the principles of the law of torts demonstrate knowledge of the application of the law of torts demonstrate knowledge of liability of burden in the law of torts apply the principles of the law of torts.
Context of and specific resources for assessment	Assessment must ensure access to: legislation and regulations relevant to the law of torts texts and background sources of information on the law of torts in Australia case studies involving a range of legal matters relevant to the law of torts personnel with expert knowledge of the law of torts.
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: analysis of responses to case studies and scenarios in a range of contexts involving the law of torts tests of knowledge of relevant legislation, rules, regulations and research sources direct questioning combined with portfolios of evidence review of authenticated documents from the workplace.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of legal information may include:	court library online information services and websites organisation's library precedent bank specialist texts.
Application of the law of torts may include:	defamation negligence protection of interests in goods protection of interests in land trespass to the person.
Designated persons may include:	barrister legal practice manager legal practitioner supervisor.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG417A Apply the principles of evidence law

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assess issues associated with evidence law in a legal environment. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles in evidence law. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define nature and meaning of evidence law	1.1. Access sources of legal information on nature and meaning of evidence law 1.2. Distinguish between case law and legislation related to evidence 1.3. Assess the significance of evidence law in various contexts in a legal environment
2. Identify principles of evidence law	2.1. Define and document legal principles governing evidence 2.2. Determine key concepts underpinning evidence law
3. Enhance professional practice through application of relevant principles of evidence law	3.1. Apply the principles of evidence to relevant legal matters arising in the workplace 3.2. Analyse and evaluate key issues 3.3. Review analysis with designated person
4. Identify relevant and admissible evidence	4.1. Distinguish relevant and admissible evidence in the context of a legal matter 4.2. Identify consequence of evidence not being relevant and/or admissible

I

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read and interpret written material research and data collection skills to identify: characteristics, similarities and differences of Australian institutions types of proceedings and trial procedures analytical skills to investigate and compare legal institutions and legal matters
Required knowledge
commonly used legal terminology, institutions and main features of the Australian legal system methods used to identify appropriate information about sources of Australian law nature and meaning of evidence law, including: standard and burden of proof relevance of evidence hearsay evidence competence and compellability of witnesses opinion evidence evidence of character

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: demonstrate knowledge of the principles of evidence law apply the principles of evidence law demonstrate knowledge of the application of admissible law in a range of contexts.
Context of and specific resources for assessment	Assessment must ensure access to: legislation, regulations and case law relevant to evidence law texts and background sources of information on evidence law in Australia case studies involving a range of evidence law matters personnel with knowledge of evidence law.
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: analysis of responses to case studies and scenarios in a range of contexts involving evidence law tests of knowledge of relevant legislation, rules, regulations and research sources direct questioning combined with portfolios of evidence review of authenticated documents from the workplace.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sources of legal information may include:	court library online information services and websites organisation's library precedent bank specialist texts.
Various contexts may include:	civil disputes criminal liability examination of witnesses insurance disputes preparation for civil trial preparation for criminal trial.
Designated persons may include:	barrister legal practice manager legal practitioner supervisor.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG418A Produce complex legal documents

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to produce complex legal documents using a range of advanced functions within at least one software package and integrating functions from at least two software packages. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply a broad knowledge of administration tasks in providing support in a legal context. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Establish document design and structure	1.1. Identify requirements of task in line with instructions 1.2. Select software appropriate to task 1.3. Determine document design and structure 1.4. Design and structure document to meet legislative requirements 1.5. Review and update existing precedent documents
2. Develop precedents for document design	2.1. Develop and use precedents to ensure consistency of design and layout 2.2. Evaluate and amend templates to ensure document requirements can be met 2.3. Recommend improvements to design and/or structure of existing documents and facilitate a review process of suggested improvements
3. Prepare to produce documents	3.1. Prepare documents using appropriate and available precedent documents according to organisation's policies and procedures 3.2. Enter and edit relevant data 3.3. Use a range of advanced software functions to ensure accurate completion of task 3.4. Check documents for spelling, grammar, numeric data and layout 3.5. Proofread documents for accuracy of content and consistency of layout and style 3.6. Make modifications to meet required specifications 3.7. Manage any difficulties to produce completed documents within agreed timelines
4. Prepare to print documents	4.1. Print documents as required 4.2. Arrange review of documents with designated person 4.3. Undertake final printing of documents
5. Save file and exit system	5.1. Save and store document in appropriate directory or folder 5.2. Close file and exit application programs without loss of data 5.3. Make back-up copies of file according to specified procedures 5.4. File and store discs/data according to organisation's policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: follow and interpret instructions provide clear and specific instructions about information required literacy skills to: follow complex legal procedures consider aspects of context, purpose and audience when generating and formatting texts edit and proofread to ensure: clarity of meaning and conformity to enterprise requirements accuracy and consistency of information numeracy skills to collate and present data, graphs and annotated references problem-solving skills to use processes flexibly and interchangeably technology skills to use a range of software applications organisational skills to select and apply the procedures and strategies needed to perform a range of tasks within designated timelines
Required knowledge
application of organisation's policies and procedures in relation to precedent design developing and testing templates accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: ensure that confidentiality and security of information are maintained produce and present accurate documents that conform to specified standards within agreed timelines use advanced functions of at least one software package or integrate functions of at least two software packages, in document production apply knowledge of relevant legislation, rules, regulations, codes of practice and research resources.
Context of and specific resources for assessment	Assessment must ensure access to: the internet an actual workplace or simulated environment workplace manuals and reference materials, such as company policies, procedural manuals, checklists, sources of documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to legal context.
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 precedents and documents created from precedents class assessment to produce and/or amend precedents in a given timeframe third-party workplace reports of on-the-job performance by the candidate where appropriate oral or written questioning to assess knowledge of accepted codes of practice relevant to the workplace completed precedent/documents within given timeframes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Software packages may include:	database document management software graphics page layout software spreadsheet word processing.
Documents may include:	contracts costings court documents for filing in a variety of courts and tribunals deeds and agreements in-house newsletters precedents used in organisation promotional brochures research reports wills.
Document design and structure may include:	advanced software functions constraints regarding organisation's style and letterhead instructions for word processing operator legislated document layout guidelines links to existing information precedents' manuals range of complex software supporting the production of precedents.
Existing precedent documents may include:	business structure documents conveyancing documents documents used in civil proceedings documents used in criminal proceedings family law documents generic correspondence wills and probate documents.
Organisation's policies and procedures may include:	accessing files authorising creation of new legal precedents authorising precedent changes back-up procedures file maintenance information sources information specific to the organisation initiation of files office procedural manuals use of precedent and file naming conventions of document security, confidentiality and privacy procedures verifying and authorising information.
Difficulties needing management may include:	alterations to instructions client needs lack of available or suitable resources problems encountered when liaising with others technical difficulties.
Designated person may include:	barrister lawyer legal practice manager paralegal partner supervisor.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG510A Apply legal principles in family law matters

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply legal principles in family law matters. It is relevant to marriage dissolution; property settlement; maintenance, contact and residence; counselling and mediation; and the appeals process. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles in family law matters. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify laws related to family law	1.1. Source legislation, regulations and policies relevant to family law 1.2. Interpret key legal principles as they apply to family law matters
2. Apply principles of family laws in relation to marriage dissolution, property settlement and dealing with minors	2.1. Identify and apply steps involved in marriage dissolution 2.2. Establish facts about proposed dissolution and client interests 2.3. Determine if agreement has been reached before filing on all issues regarding property, support and parenting
3. Identify and prepare appropriate costing documentation	3.1. Identify legislative and regulatory requirements for costing legal services 3.2. Determine types of costs that apply 3.3. Prepare relevant costing documentation according to organisation's policies and procedures
4. Prepare and despatch documentation	4.1. Organise self and others with respect to file documentation and administration in accordance with organisation's policies and procedures 4.2. Obtain and forward relevant background documentation to designated person for review 4.3. Prepare and present relevant documents to designated individual for review and sign-off

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: give and interpret instructions obtain personal information from clients explain legal procedures to clients literacy skills to: follow complex legal procedures related to family law complete relevant family law documentation edit and proofread documentation for accuracy and consistency of information research skills to: locate necessary information from external sources identify and evaluate status of information interpersonal skills to participate in meetings between opposing parties in a legal matter organisational skills to: make arrangements for meetings receive and despatch documents numeracy skills to calculate maintenance obligations technology skills to operate office equipment and common software packages
Required knowledge
scope of job role in the workplace relevant court processes, current legislation, legal processes and required documentation as they relate to family law organisation's required policies and procedures for the full range of tasks covered legal terminology, including that specific to family law family law as applicable to the scope of workplace responsibilities accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply knowledge of the legal and philosophical basis of family law in providing appropriate information and documentation to clients at appropriate stages of the legal process apply relevant non-litigious solutions where appropriate adhere to accepted codes of conduct, including those relating to maintaining confidentiality, use of company property, duty of care, ethical behaviour, privacy, non-discriminatory practice, conflict of interest, and compliance with reasonable direction.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment appropriate legislation and regulations relevant to family law workplace manuals and reference materials, such as company policies, procedural manuals, checklists, sources of documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this units: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of role plays review of marriage dissolution and other relevant documents prepared evaluation of level of maintenance calculated oral or written questioning to assess knowledge of legal terminology specific to family law.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation, regulations and policies may include:	commonwealth, state and territory legislation and regulations relating to: family law, including marriage dissolution, property settlement, family violence and custody of children taxation.
Steps involved in marriage dissolution may include:	period of twelve month separation court ordered mediation addressing issues arising from family violence acknowledging service applying to Family Court for dissolution of marriage assessing spouse's respective assets and personal input into marriage court counselling and mediation court hearings granting of decree nisi determining maintenance arrangements one month after granting of decree nisi, granting of decree absolute determining residence and contact serving dissolution documents serving subpoena to give evidence at court settling on property three month cohabitation where possible where children are involved, settling on custody arrangements possible appeal rights.
Client may include:	applicant for marriage dissolution (person seeking a divorce) grandparent or guardian husband wife.
Legislative and regulatory requirements may relate to:	client and organisation, such as consumer protection policies establishing a trust account government legal practice Acts in state or territory legislation and regulations governing family law and associated matters.
Organisation's policies and procedures relating to costing documentation may relate to:	credit policy protocol for costing, including: billable hours fixed quote legal aid requirements no fee no win pro bono scale of costs special rates tender rates recording information security, confidentiality and privacy procedures using external cost consultants verifying and authorising information.
Organisation's policies and procedures relating to file documentation and administration may include:	accessing files code of conduct conflict of interest check contingency management fee structure individual procedures adopted by instructing legal practitioner information sources initiation of files interviewing office procedural manual protocol for accommodating specific client needs, e.g. case manager or social worker protocol for contacting clients, e.g. translator or interpreter recording information telephone protocol time-recording procedures.
Relevant background documentation may include:	affidavits concerning personal input into marriage application for final orders bank statements certificates documentation concerning school fees and expenses expert reports land title documents letters mortgage documents other financial statements salary documents statement of shares taxation documents.
Designated person may include:	barrister legal practice manager legal practitioner supervisor.
Relevant documents may include:	acknowledgement of service affidavits on various matters application for dissolution of marriage counselling certificate letter confirming the granting of a decree nisi letters to clients marriage certificate.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG511A Apply legal principles in criminal law matters

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply legal principles and carry out administrative tasks associated with criminal law matters. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles in criminal law matters. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify laws related to criminal law	1.1. Source legislation, regulations and policies relevant to criminal law 1.2. Interpret key legal principles as they apply to criminal law matters
2. Enhance professional practice through application of relevant principles of criminal law	2.1. Identify different criminal matters, defences, types of hearings, criminal jurisdictions and types of courts and explain relationships between them 2.2. Receive call from client or police and communicate details of client charge and bail status to legal practitioner
3. Draft and process documents involved in criminal law matters	3.1. Prepare letters and other documents for legal practitioner for review and sign-off according to organisation's policies and procedures 3.2. Determine types of costs in accordance with legislative and regulatory requirements for costing legal services 3.3. Ensure documents are despatched according to instructions 3.4. Facilitate liaison and communication between the parties 3.5. Maintain files, noting critical dates and reminders

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: give and interpret instructions clarify discussions provide required information literacy skills to: follow complex legal procedures complete documentation summarise cases edit and proofread documentation for accuracy and consistency of information research skills to: locate necessary information from external sources identify and evaluate status of information organisational skills to make arrangements and appointments technology skills to: operate office equipment use a range of common software packages
Required knowledge
scope of job role in the context of legislation, regulations and codes of practice in relevant jurisdictions relevant court processes, current legislation, legal processes and required documentation organisation'srequired policies and procedures for the full range of tasks covered legal terminology, including that specific to criminal law criminal law as applicable to the scope of workplace responsibilities accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction legislative requirements, which may relate to: client and firm (e.g. Consumer Credit Code, Privacy Act and secrecy laws) criminal law relevant commonwealth, state or territory legislation schedules of fees and duties payable tort, equity and statute law trust accounts

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: prepare appropriate documentation and information according to organisation's policies and procedures and provide to clients at the appropriate time treat clients in a sensitive, discreet and professional manner conduct work within accepted codes of conduct, including those relating to maintaining confidentiality, use of company property, duty of care, ethical behaviours, privacy, non-discriminatory practice, conflict of interests and compliance with reasonable direction demonstrate knowledge of criminal law as applicable to the scope of workplace responsibilities.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment workplace manuals and reference materials, such as company policies, procedural manuals, checklists, documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge.The following examples are appropriate for this units: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of role plays review of summaries made of common law cases review of possible barristers' details forwarded to instructing legal practitioners review of briefs prepared for barrister in conjunction with instructing legal practitioner oral or written questioning to assess knowledge of legal terminology specific to criminal law.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation, regulations and policies may include:	criminal law government regulations and policies relating to criminal law matters relevant commonwealth, state or territory legislation.
Different criminal matters may relate to:	assault excusable homicide homicide manslaughter murder property offences, including theft and larceny unlawful sexual intercourse.
Defences may relate to:	automatism denial duress ignorance of the law infancy insanity intoxication irresistible impulse or provocation mistake of fact necessity self-defence.
Types of hearings may include:	committal indictable, for example felonies/crimes and misdemeanours summary.
Jurisdiction over criminal matters may include variances between:	Australian government local law states and territories.
State courts in which criminal cases are heard:	county/district magistrates supreme.
Client may include:	defendant prosecutor victim.
Documents may include:	account adjournment letters affidavits artefacts briefs clinical reports confirming/reporting letter to client outlining results of court hearing court forms court reminder letters expert reports hospital discharge summaries letters medical reports photographs pleading documents records of prior convictions subpoena summary of matter videos witness statements writs.
Organisation's policies and procedures may include:	engaging barristers engaging experts individual procedures adopted by instructing legal practitioner protocol for accommodating specific client needs, e.g. case manager, social worker or parole officer protocol for contacting clients, e.g. translator or interpreter recording information security, confidentiality and privacy procedures verifying and authorising information.
Documents may be despatched to the following:	Attorney General's office client court Crown Crown Solicitor's office Department of Public Prosecutions government organisation opposing party opposing party's legal representative police service agency sheriff.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG512A Apply legal principles in property law matters

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required in the conduct and administration of straightforward property law matters. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles in property law matters. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define nature of property law	1.1. Source legislation, regulations and policies relevant to property law 1.2. Outline difference between real and personal property and make distinctions about their method of transfer 1.3. Identify titles of ownership and their legal implications 1.4. Identify types of mortgages, their legal implications, processes for obtaining and discharging them, and the rights of mortgagees
2. Enhance professional practice through application of relevant principles of property law matters	2.1. Identify parties involved in buying and selling a property and their respective roles 2.2. Identify steps involved in buying and selling a property
3. Prepare documentation associated with property law matters, including costing	3.1. Obtain relevant documents from authorities and service providers 3.2. Ensure documentation associated with sale or purchase of property is prepared according to organisation's policies and procedures 3.3. Determine types of costs in accordance with legislative and regulatory requirements for costing legal services 3.4. Draft leases according to instructions 3.5. Identify the duties of lessor and lessee 3.6. Ensure documentation is reviewed and signed off by designated person
4. Facilitate file administration	4.1. Arrange meetings and conferences as appropriate 4.2. Register and lodge relevant documents with land titles and other relevant government agencies 4.3. Check documentation and maintain file according to organisation's policies and procedures 4.4. Attend to post-settlement procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: give and interpret instructions provide clear and specific instructions about information required literacy skills to: follow complex legal procedures edit and proofread documents to ensure clarity of meaning and conformity to enterprise requirements check for accuracy and consistency of information numeracy skills to: record deposits calculate stamp duties, outstanding mortgage payments and bank cheque amounts organisational skills toselect and apply the procedures and strategies needed to perform a range of tasks within designated timelines research skills to: locate necessary information from external sources identify and evaluate the status of information technology skills to: operate office equipment use a range of common software packages time-management skills to prepare documentation within timelines
Required knowledge
scope of job role in the context of legislation, regulations and codes of practice in relevant jurisdictions relevant court processes, current legislation, legal processes and required documentation property law as applicable to the scope of workplace responsibilities accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction organisation's required policies and procedures for the full range of tasks covered legal terminology, including that specific to property law

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: prepare, give and obtain appropriate and accurate information and documents from the parties at the required stages of the legal process conduct duties according to accepted codes of conduct, including those relating to maintaining confidentiality, use of company property, duty of care, ethical behaviours, privacy, non-discriminatory practice, conflict of interest and compliance with reasonable direction apply the principles of property law in the buying and selling of property and preparation and execution of leases carry out the administrative activities associated with buying and selling property and preparing leasing contracts.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment appropriate legislation and regulations relevant to property law workplace manuals and reference materials, such as company policies, procedural manuals and checklists list of relevant sources of documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge.The following examples are appropriate for this units: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of role plays review of draft residential and commercial leasing contract review of draft contract of sale review of pre-settlement and post-settlement documents oral or written questioning to assess knowledge of legal terminology specific to property law.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation, regulations and policies may include:	commonwealth, state and territory legislation relevant to property law government regulations and policies on property law.
Titles of ownership must include:	99 year lease community company old system qualified strata title torrens.
Parties involved in buying and selling a property may include:	agent first mortgagee's representative purchaser purchaser's representative second mortgagee's representative vendor vendor's representative.
Steps involved in buying and selling a property may include:	arranging deposit arranging settlement meeting calculating balance and to whom payment should be made despatching documents to relevant parties discharging vendor's mortgage/s exchanging contracts handling requisitions invoicing client preparing prescribed documents and contracts registering documents at land titles office securing finance signing contracts stamping documents transferring title updating files and titles book.
Relevant documents include:	certificate of title documents concerning easements and right of way plan of land plan of sewerage on property town planning certificate.
Authorities and service providers include:	land titles office local government offices water authorities.
Documentation may include:	contract attachments contract of sale forward transfer letter of confirmation of settlement order of agent settlement documents, including settlement sheet.
Organisation's policies and procedures may include:	contingency management individual procedures adopted by instructing legal practitioner office procedural manuals precedents for various property documents protocol for accommodating specific client needs recording information requisition forms security, confidentiality and privacy procedures using electronic document exchange systems using electronic funds transfer systems.
Designated person may include:	barrister government official legal practitioner person authorised by government to carry out identified property law matters supervisor.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG513A Apply legal principles in corporation law matters

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply legal principles in corporation law matters, including establishing business structures and preparing associated documentation. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of a range of principles in corporation law matters. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify laws and principles of corporation law	1.1. Source knowledge of corporation law and related legislation 1.2. Identify different types of business structures and clearly outline their structure, personnel, legal obligations, establishment procedures and purpose 1.3. Identify the differences between proprietary companies and public companies, and clearly outline the legal obligations, criteria and purpose of each
2. Enhance professional practice through application of relevant corporation law principles to business structures	2.1. Identify consequences of incorporation 2.2. Identify structure, contents and purposes of an organisation's memorandum of association and articles of association 2.3. Identify other specific activities relevant to corporation law
3. Undertake administrative tasks associated with corporation law	3.1. Prepare forms, documents and annexures at the appropriate time, present to designated person for review and sign-off, and lodge with the appropriate government department 3.2. Make arrangements for documents to be despatched, signed and witnessed by appropriate parties 3.3. Provide assistance in preparing company prospectus where required 3.4. Arrange meetings as necessary to discuss the nature of debenture and the assets underwriting the charge 3.5. Undertake appropriate searches and obtain search documents from relevant agencies 3.6. Prepare forms and documents related to the administration of charges at the appropriate time, present to designated person for review and sign-off, and lodge with the appropriate government department 3.7. Determine types of costs for legal services in accordance with legislative and regulatory requirements 3.8. Make arrangements for documents to be despatched, signed and witnessed by appropriate parties

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills toprovide clear and specific instructions about information required literacy skills to: follow complex legal procedures consider aspects of context, purpose and audience when generating and formatting documents edit and proofread to ensure accuracy, consistency, clarity of meaning and conformity to enterprise requirements research skills to: locate necessary information from external sources identify and evaluate status of information organisational skills to prepare, complete and despatch documents in a timely fashion technology skills to: operate office equipment use a range of common software packages
Required knowledge
scope of job role in the context of legislation, regulations and codes of practice in relevant jurisdictions relevant court processes, current legislation, legal processes and required documentation organisation's required policies and procedures for the full range of tasks covered legal terminology, including that specific to corporation law accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: prepare and lodge appropriate and accurate information and documents at the required stages of the legal process conduct all duties within accepted codes of conduct, including those relating to maintaining confidentiality, use of company property, duty of care, ethical behaviours, privacy, non-discriminatory practice, conflict of interest and compliance with reasonable direction apply knowledge of relevant court processes, current legislation, legal processes and required documentation.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment appropriate legislation and regulations relevant to corporation law matters workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of role plays review of documentation outlining the legal obligations, criteria and purpose of proprietary companies, public companies and franchises review of forms, documents and annexures prepared for appropriate parties for review and sign-off oral or written questioning to assess knowledge of legal terminology and practice specific to corporation law.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation includes that relating to:	area of law Australian Taxation Office regulations client and firm relevant federal corporation law relevant state and territory corporation law schedules of fees and duties payable taxation and banking requirements tort, equity and statute law trust accounts.
Different types of business structures and business arrangements include:	association company limited by guarantee company limited by shares company limited by shares and guarantee franchise holding company no-liability company partnerships, including joint ventures, formal and informal registrable Australian corporation shelf company subsidiary company trusts, including express, discretionary and bare unlimited company.
Consequences of incorporation relate to:	formalities, publicity and expense limited liability perpetual succession property separate legal entity suing and being sued transfer of shares.
Specified activities within corporation law relate to:	annual general meeting auditing cessation of business class meeting extraordinary general meeting liquidation statutory meeting take-overs winding up.
Forms involved in incorporation may include:	application for: registration as a company registration of a business name reservation of a name notice of resolution notification of: allotment of shares consenting directors initial appointment of office holders statement of change in certain particulars, such as persons in relation to whom the business name is registered.
Designated person may include:	legal practitioner practice manager supervisor.
Appropriate parties involved in the incorporation of a company include:	company secretary director manager shareholder subscriber witness.
Search documents may include:	certificate of incorporation certificate of title.
Relevant agencies include:	Australian Securities and Investments Commission to confirm company details and prior charges land titles office to check if borrower's property is subject to any outstanding dealings, charges and/or mortgages.
Forms and documents related to the administration of charges include:	charge document, which an organisation may have in its precedent bank equitable charge document mortgage document notification of details of change notification of discharge or release of property from a charge prior charge documents priority agreement with previous mortgagees or chargees prospectus stamp duty compliance form.
Appropriate parties involved in arranging charges include:	borrower's solicitor company secretary director lender lender's solicitor manager previous mortgagee or chargee previous mortgagee or chargee's solicitor shareholder subscriber witness.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG514A Assist with civil procedure

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assist in civil procedure and litigation. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who provide administrative support in civil procedure contexts. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify laws and structures related to civil procedure	1.1. Identify jurisdictional limits of federal, state and territory courts and tribunals in relation to dispute resolution 1.2. Source legislation, regulations and policies relevant to civil procedure 1.3. Identify the roles of court personnel
2. Assess matter in dispute	2.1. Liaise with designated individual about the matter in dispute 2.2. Prepare relevant costing documents 2.3. Identify and consider options to litigation
3. Prepare and assist in litigation proceedings	3.1. Determine the steps prior to litigation 3.2. Obtain and prepare relevant documentation for designated person according to organisation's policies and procedures
4. Assist with interlocutory process	4.1. Identify the purpose of discovery and associated legal obligations 4.2. Undertake administrative tasks associated with discovery process

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: give and interpret instructions obtain personal information from clients explain legal procedures to clients literacy skills to: follow complex legal procedures related to civil law complete relevant documentation edit and proofread documentation for accuracy and consistency of information research skills to: locate necessary information from external sources identify and evaluate status of information interpersonal skills to participate in meetings between opposing parties in a legal matter organisational skills to: make arrangements for meetings receive and despatch documents technology skills to operate office equipment and common software packages
Required knowledge
limitations of job role as determined by relevant jurisdictions relevant court processes, current legislation, legal processes and required documentation as they relate to civil procedure organisation's required policies and procedures for the full range of tasks covered legal terminology, including that specific to civil procedure civil procedure as applicable to the scope of workplace responsibilities accepted codes of practice relevant to the workplace, including those relating to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: apply knowledge of civil procedure to relevant legal matters apply knowledge of alternative dispute resolution, purpose of discovery, discovery process and associated legal obligations in a manner that conforms to workplace expectations prepare accurate, compliant and complete document lists according to standard legislative procedures and organisation's policies and procedures.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment appropriate legislation and regulations relevant to civil procedure workplace manuals and reference materials, such as company policies, procedural manuals, checklists, sources of documentation and sample forms background information on courts, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to common legal matters.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge.The following examples are appropriate for this units: analysis of responses to case studies and scenarios observation of role plays direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate review of collated discoverable documents review of prepared lists of documents involved in the matter oral or written questioning to assess knowledge of alternative dispute resolution, relevant court processes, current legislation, legal processes and required documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation, regulations and policies may include:	court rules court's inherent power to control procedure judicial interpretation of rules organisation's policies and procedures policies and procedures of relevant courts and tribunals regulations of federal, state and territory courts.
Court personnel may include:	associate judge magistrate master prothonotary registrar.
Options to litigation may include:	mediation conciliation arbitration negotiation other practices for alternative dispute resolution.
Steps prior to litigation may include:	choice of court choice of mode and place of trial issue of a writ letters before action means for serving an originating process nature of a cause of action types of originating process.
Relevant documentation may include:	counterclaims defence fact sheets letters before action notes from interviews pleadings subsequent to reply statements of claim writs.
Designated person may include:	barrister legal practice manager qualified legal practitioner supervisor.
Organisation's policies and procedures may include:	code of conduct discovery procedures individual procedures adopted by instructing legal practitioner information sources liaising with opposing party office procedural manual protocol for accommodating specific client needs, e.g. case manager or social worker protocol for contacting clients, e.g. translator or interpreter recording information time-recording procedures using checklists.
Purpose of discovery may include:	legal obligations involved in discovery philosophy of discovery purpose of first and second schedule which documents can be included in a court hearing why documents can be reserved for client-solicitor legal privilege.
Legal obligations may include:	explaining process to client listing and making available listing documents inspected but no longer in an organisation's possession (second schedule) listing documents involved in pleading.
Administrative tasks may include:	collating discoverable documents organising table of contents contacting client and others for information or relevant documents reviewing and amending list contacting opposing party making appointments inspecting opposing party's discoverable documents.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBLEG515A Apply legal principles in wills and probate matters

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply legal principles in wills and probate matters, including preparing wills, powers of attorney and deceased estate documentation. A range of legislation, rules, regulations and codes of practice may apply to this unit at the time of endorsement, depending on job roles and jurisdictions.

Application of the Unit

Application of the unit	This unit applies to individuals who apply knowledge of legal principles in wills and probate matters when preparing documentation. Its application in the workplace will be determined by the job role of the individual and the legislation, rules, regulations and codes of practice relevant to different jurisdictions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify laws and principles of wills and probate law	1.1. Source legislation, regulations and policies relevant to wills, probate and administration 1.2. Interpret key principles as they apply to wills, probate and administration matters
2. Enhance professional practice through application of relevant principles of wills and probate law	2.1. Establish relevant information in the context of the particular matter 2.2. Ensuring client's needs are met, obtain testamentary, solicitor, deceased estate instructions and other details
3. Prepare and execute documentation	3.1. Draft documentation according to instructions of designated individual 3.2. Forward documentation to designated individual for review and sign off in accordance with organisation's policies and procedures
4. Process documentation	4.1. Ensure documents are despatched to appropriate agencies according to instructions 4.2. Determine types of costs in accordance with legislative and regulatory requirements for costing legal services 4.3. Facilitate liaison and communication with the parties 4.4. Maintain files, noting critical dates and reminders

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: give and interpret instructions clarify discussions provide required information literacy skills to: follow complex legal procedures complete documentation research skills to: locate necessary information from external sources identify and evaluate status of information organisational skills to make arrangements and appointments technology skills to: operate office equipment use a range of software packages and precedent bank
Required knowledge
scope of job role in the context of legislation, regulations and codes of practice in relevant jurisdictions relevant court or tribunal processes, current legislation, legal processes and required documentation organisation's required policies and procedures for the full range of tasks covered legal terminology, including that specific to wills and probate law accepted codes of practice relevant to the workplace including those relation to: privacy and confidentiality use of company property duty of care ethical behaviour non-discriminatory practice conflict of interest compliance with reasonable direction legislative requirements, which may relate to: professional practice limitations relevant commonwealth, state or territory legislation schedule of fees and duties payable trust accounts

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: treat clients in a sensitive, discreet and professional manner conduct all work within accepted codes of conduct that apply to the legal profession apply the law and its consideration as it relates to wills and probate prepare appropriate documentation, including wills and probate matters.
Context of and specific resources for assessment	Assessment must ensure access to: an actual workplace or simulated environment appropriate legislation and regulations relevant to wills and probate matters workplace manuals and reference materials, such as company policies, procedural manuals, checklists and sample forms background information on relevant courts and tribunals, their jurisdiction and behavioural requirements appropriate technology, such as computers with relevant software appropriate texts and people with expert knowledge, such as legal practitioners appropriate legislation and regulations relevant to legal matters concerning wills and probate.
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: review of forms, documents and annexures related to wills and probate prepared for designated individuals for sign-off oral and written questioning to assess knowledge of legal terminology and practice.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation, regulations and policies relevant to will and probates may include:	commonwealth, state or territory legislation government regulations and policies.
Relevant information may include:	fees to be charged information on available options legislative requirements organisational policies and procedures roles and responsibilities of parties involved, e.g. solicitor, client, and personal trust officer taxation issues.
Client's needs may include:	appointment of executor custody and guardianship of minor children details concerning assets and liabilities details of beneficiaries information held by notaries legal and medical opinion testamentary capacity.
Documentation may include:	letters of administration documentation powers of attorney probate documentation wills.
Designated individual may include:	government representative or other individual charged with legal responsibilities related to wills and probate legal manager practice manager qualified legal practitioner registrar of the Supreme Court (probate division) supervisor.
Organisation's policies and procedures may include:	individual procedures adopted by instructing legal practitioner protocol for accommodating client's needs, e.g. social worker or interpreter recording information security, confidentiality and privacy procedures use of precedent bank verifying and authorising information.
Appropriate agencies may include:	client government organisations other legal representatives Supreme Court (probate division) trust corporations.

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - legal administration

Co-requisite units

Co-requisite units

BSBMED301B Interpret and apply medical terminology appropriately

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to understand and respond to instructions; to carry out routine tasks and communicate with a range of internal/external clients in a medical environment; and to use appropriate advanced medical terminology. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are skilled operators and apply a broad range of competencies in various medical administration contexts. They may exercise discretion and judgment using appropriate knowledge to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Respond appropriately to instructions which contain medical terminology	1.1. Receive, interpret and document written and oral instructions using medical terminology 1.2. Use checklists where appropriate 1.3. Ensure own understanding of abbreviations for specialised medical terminology and associated processes 1.4. Ensure own understanding of and adhere to, the policies and procedures of the enterprise 1.5. Seek clarification when necessary
2. Carry out routine tasks	2.1. Use medical terminology correctly in the completion of routine tasks 2.2. Seek assistance from supervisor or experienced staff member as required
3. Use appropriate medical terminology in oral and written communication	3.1. Use appropriate medical terminology as directed, in oral communication with patients, fellow workers and health professionals 3.2. Use appropriate medical terminology as directed, in written communication with patients, fellow workers and health professionals 3.3. Present written communication to a designated person for verification if required 3.4. Spell and pronounce medical terminology correctly

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to interpret policies, signs and instructions and to use correct spelling, grammar and punctuation learning skills to research and increase own knowledge of medical terminology communication skills to understand, clarify and explain instructions and procedures.
Required knowledge
medical terminology, including the fundamental word structure used in medical terms basic systems of the body organisational documentation and recording requirements source of information relating to medical terminology key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation ethical principles privacy laws Freedom of Information Act.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: using medical terminology in written and verbal communication identifying and appropriately using abbreviations for medical terms and associated processes managing own learning to maintain knowledge of up-to-date medical terminology knowledge of relevant legislation from all levels of government that impacts on business operations, codes of practice and national standards.
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 documentation and resources.
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 authenticated documents from the workplace or training environment analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning observation of performance in role plays review of written communication with patients for use of appropriate medical terminology oral or written questioning to assess knowledge of workplace emergencies, risks and hazards assessment of documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration or medical services administration units.

Range Statement

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.
Written and oral instructions may include:	diary entries drugs orders instructions for postoperative care notices occupational health and safety (OHS) signs and instructions patient notes referrals routine reports telephone calls test results theatre lists verbal instructions
Medical terminology may include:	abbreviations for medical and pharmacological terms (e.g. BCG, HRT, IVP, tab, ante, ung) causes to changes in the systems of the body (e.g. changes to the musculo-skeletal system may include inflammation due to repeated strain on the system) common medical conditions including illnesses, injuries and diseases departments/sections in a hospital health insurance terminology interrelated functions of the body, locations and diseases (e.g. functions of the skeletal system, locations of skeletal injuries, skeletal diseases knowledge of medical specialties and the names and titles of doctors working in specialist fields medical conditions medical equipment and instruments medical investigations and procedures Medicare terminology medications referrals terms to describe onset and/or nature of disease
Policies and procedures may include:	abiding by local, state/territory and commonwealth legislation accessing and updating files cleanliness and hygiene correspondence format emergency procedures following instructions information specific to the enterprise office practice manual OHS Royal Australian College of General Practitioners (RACGP) Code of Practice for the Management of Health Information in General Practice RACGP Entry Standards for General Practices telephone protocol recording information security, confidentiality and privacy procedures
Clarification may be sought from:	drug and prescription information sources/databases experienced staff member/s medical dictionary office practice manual relevant handbook supervisor
Routine tasks may include:	answering patient enquiries contributing to meetings dealing with patient complaints entering patient details into computer system filing patient notes maintaining information to assist patients maintaining patient information maintaining reception area, waiting room, consultation room ordering stock (e.g. stationery, medical supplies) preparing medical equipment preparing reports processing correspondence producing a range of complex medical documents (e.g. patient history, case report) providing information to patients receiving and making telephone calls receiving visitors and patients recording information storing and maintaining security of drugs word processing
Oral communication may include:	answering routine telephone enquiries communicating with a range of medical/hospital professionals on patient related matters confirming appointments dealing with difficult patients/customers paging staff reporting to staff at meetings transferring calls verbal instructions
Written communication may include:	appointment diaries, cards case reports complex correspondence to a range of medical/hospital professionals on patient related matters forms letters memoranda minutes patient histories patient history questionnaires patient records telephone messages
Designated person may include:	doctor practice manager supervisor

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Medical Services Administration

Co-requisite units

Co-requisite units

BSBMED302B Prepare and process medical accounts

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide advice to patients regarding fee structures and process referrals, and to prepare and process medical accounts for a range of patients. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are skilled operators and apply a broad range of competencies in various medical administration contexts. They may exercise discretion and judgment using appropriate knowledge to provide technical advice and support to a team.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Provide advice to patients about fee structure	1.1. Identify and advise patients of schedule of fees for different services 1.2. Advise patients regarding entitlements and rebates 1.3. Schedule medical appointments using appropriate booking and account systems
2. Process referrals to specialist practitioners	2.1. Check referrals to ensure validity 2.2. Follow correct procedures for referral 2.3. File referral letters according to legislation and enterprise policies and procedures
3. Prepare medical accounts for bulk billed and private patients	3.1. Accurately follow procedures for billing based on account type 3.2. Identify and cost procedures which are not eligible for Medicate rebate 3.3. Select and complete appropriate account and billing documentation according to enterprise and legislative requirements 3.4. Follow procedures for preparing Veterans' Affairs, workers compensation and motor vehicle third party accounts accurately 3.5. Forward medical account to designated person or organisation according to legislation and account processing procedures
4. Process accounts	4.1. Receive and document payments 4.2. Prepare and issue receipts to person or authority according to legislation and office policies and procedures 4.3. Reconcile Medicare payments with claims made by the medical practice 4.4. Follow-up overdue accounts 4.5. Provide and store financial records and data in accordance with policies and procedures of the medical practice

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to listen and follow instructions and communicate professionally and clearly with patients, allowing for patients difficulties in understanding literacy skills to read and understand financial procedures and documentation numeracy skills to work with basic financial and accounting procedures, file documents and interpret data in tables, graphs and diagrams proofreading skills to check calculations, invoices and fee structures.
Required knowledge
health care system Medicare entitlements, schedule book, MedClaims public and private health insurance systems provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation ethical principles privacy laws Freedom of Information Act compensation systems, including workers compensation procedures for patients without Medicare card or number.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: communicating information on a range of entitlements and benefits using appointment and referral systems to ensure accuracy of billing records and processes applying knowledge of the healthcare system and practice polices and procedures to ensure timely and accurate collection of accounts.
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 documentation and resources.
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 authenticated documents from the workplace or training environment analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of workplace emergencies, risks and hazards observation of performance in role plays assessment of documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBITU306ADesign and produce business documents.

Range Statement

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.
Fees may relate to:	advice to patients AMA recommendations Department of Veterans' Affairs insurance medical reports Medicare (hospital, medical) other items sold to patients (e.g. immunisations, dressings) other services provided by the clinic provision of copies of medical files provision of legal and other reports provision of repeat prescriptions refund only scheduled fees services provided to Divisions of General Practice services with no fee structures Transport Accident Commission workers compensation
Entitlements and rebates may relate to:	Department of Veteran's Affairs Medicare private health funds (level of cover, restrictions) Transport Accident Commission workers compensation
Medical appointments may include:	block limited block sequential
Systems may include:	software-based accounting and appointment systems print-based accounting and appointment systems
Procedures for referral may include:	checking for 'acceptable evidence' (e.g. name of referring doctor, address or service provider number of the referring doctor) checking that the referral is valid (e.g. length of time stated in the referral has not been exceeded) entering patient details into computer system filing patient notes maintaining patient information recording information word processing
Policies and procedures may include:	abiding by state/territory and federal legislation accessing and updating files bank reconciliations and preparing banking documentation correspondence format end of session, end of day, end of week, end of month and end of year procedures following instructions information specific to the enterprise management of provider numbers for doctors managing particular Medicare problems (e.g. lost cards, newborns, foreign national, new card numbers, patients separating from family cards) office practice manual RACGP Code of Practice for the Management of Health Information in General Practice RACGP Entry Standards for General Practices recording information security, confidentiality and privacy procedures
Procedures for billing may include:	additional information attachments claims dates and names Department of Veteran's Affairs items of service descriptions of services explanatory notes forms Health Care cards hospital item numbers of services levels of fees medical certificates Medicare item numbers Medicare provider numbers name of service provider patient details payment options referrals services that are consultation items, and those that are procedural items treatment vouchers vouchers workers compensation
Account type may include	bulk billing private
Appropriate account and billing documentation may include:	accounts enterprise's templates (e.g. for accounts, accompanying reports) forms invoices receipts reports statements vouchers
Designated person or organisation may include:	Australian Medical Association Department of Veteran's Affairs guardian Health Insurance Commission patient Transport Accident Commission workers compensation organisations
Legislation may relate to:	consent duty of care equal opportunity malpractice negligence occupational health and safety (OHS) privacy relevant state/territory and commonwealth Acts workers compensation
Account processing procedures may relate to:	additional information attachments claims dates and names debt collection descriptions of services explanatory notes forms Health Care cards item numbers of services levels of fees medical certificates Medicare item numbers Medicare provider numbers name of hospital name of service provider overdue accounts patient details payment options receipts reconciliation of claims and payments referrals vouchers workers compensation
Storing procedures may relate to:	date order period of storage storage conditions
Financial records may relate to:	computerised billing software credits and debit amounts daily/weekly summaries/reports general ledger Medclaims (electronic billing of Medicare) overdue accounts overdue debtors list/report payment history payments received receipt book statements statistics types of payments and related documentation/reports (e.g. credit card payments, EFTPOS)

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Medical Services Administration

Co-requisite units

Co-requisite units

BSBMED303B Maintain patient records

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to maintain patient records within an existing medical records management system, under supervision. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who will be assigned tasks by a senior receptionist or practice manager. They are skilled operators and apply a broad range of competencies in various medical administration contexts. They may exercise discretion and judgement in accessing and maintaining patient records while fully respecting patient privacy and the confidentiality of their details. BSBMED401B Manage patient record keeping system, covers the management of the system within which this person works.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and clarify own role and procedures for patient record keeping	1.1. Determine own role and responsibilities within patient record keeping system through consultation with relevant personnel or via organisational policy and procedures manual 1.2. Access documented procedures for patient record keeping system and read for understanding 1.3. Seek clarification with relevant personnel of unclear or ambiguous procedures
2. Access patient records	2.1. Gain access to patient records to facilitate patient visit 2.2. Check currency and accuracy of patient demographic and personal details 2.3. Create new records according to enterprise protocols 2.4. Check records following patient visits, for practitioners' instructions related to follow-up action 2.5. Store patient files following organisational policy and procedures
3. Help maintain records	3.1. Make checks of patient files 3.2. Carry out archiving of patient files as required 3.3. Transfer patient files to another health facility upon appropriate request for patient information
4. Monitor and review own role	4.1. Monitor and review own role and responsibilities in maintaining patient records to identify opportunities for improvements to system and own work practices 4.2. Make recommendations to relevant personnel for improvements to the established procedures and processes for maintaining patient records

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
planning and organising skills to access and maintain records communication skills to receive and clarify instructions analysis skills to identify and address gaps in own knowledge.
Required knowledge
occupational health and safety (OHS), for example: manual lifting of materials ergonomics associated with using computers and own work station relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation ethical principles privacy laws Freedom of Information Act. specific legislation related to patient records organisation policies and procedures related to: patient record keeping privacy and confidentiality access to records filing systems and record management processes medical coding as required to access and maintain patient records.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: using record and file management systems to ensure organisation and accuracy of practice files communicating with internal staff and other external health care providers to maintain accuracy of patient data applying knowledge of the healthcare system, and practice policies and procedures to ensure accessibility of records.
Context of and specific resources for assessment	Assessment must ensure: access to records system documented procedures access to an actual workplace or simulated environment access to office equipment and resources.
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 new records created analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of workplace emergencies, risks and hazards observation of performance in role plays assessment of archived patient files assessment of recommendations made for improvements to the procedures and processes for maintaining patient records.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration or medical services administration units.

Range Statement

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.
System may include:	print-based records management systems software and hardware-based records management systems
Relevant personnel may include:	administrative manager health professionals manager of facility own supervisor partners in business
Practitioners' instructions may include:	filing documents in records making further appointments with health professionals within the facility referral to another health professional request for a letter of referral to be prepared
Checks of patient files may include:	checking on a pre-determined cycle checking on specified dates ensuring files are neat, tidy and correct ensuring files are stored in correct order (alphabetical, numerical, alphanumeric)
Archiving may include:	archiving on direction and under supervision file storage using appropriate archiving options such as boxes, external storage facility, electronic scanning and imaging identification of files for archiving removal of files from system
Appropriate request for patient information refers to:	legitimate request for patient information agreed to by patient and for purposes of furthering treatment regime with another health facility and within legislative requirements including: approval by relevant health practitioner Freedom of Information Act organisational policy and procedures Privacy Act

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Medical Services Administration

Co-requisite units

Co-requisite units

BSBMED304B Assist in controlling stocks and supplies

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to provide assistance in stock control processes within a medical environment. This involves assisting in maintaining stock levels, storing stock, stocktaking and disposing of out of date stock. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who provide assistance in controlling required levels of stocks and supplies in a medical administration context or work area. The person offers assistance under supervision and all work is undertaken in accordance within legislative requirements, Australian and industry standards and codes of practice, and in line with organisational policies, procedures and specific requirements.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine own role in stock control processes	1.1. Determine own role in stock control processes by consulting with manager or supervisor 1.2. Access documented procedures for stock control and read for understanding 1.3. Seek clarification with relevant personnel of unclear or ambiguous procedures
2. Assist in maintaining stock levels	2.1. Monitor stock levels against required levels 2.2. Order stock in a timely manner or in accordance with ordering cycles, to ensure continuity of supplies 2.3. Identify potential shortfalls in stock levels and take action to ensure stock is replenished in a timely manner 2.4. Check orders against enterprise documentation and take appropriate actions where any shortfall is identified 2.5. Complete and store documentation for maintenance of stock levels
3. Store stock	3.1. Unpack stock and check against order for condition and currency 3.2. Identify damaged or missing stock and take action to replace it 3.3. Store stock according to established storage systems 3.4. Identify and store stock requiring specialised storage 3.5. Rotate stock to minimise stock reaching expiry or use-by-date
4. Assist in stocktaking	4.1. Provide assistance in stocktaking to identify, count, move and locate items 4.2. Complete and store stocktaking documentation 4.3. Assist with other stocktaking actions as directed
5. Assist in disposal of out of date stock and recalls	5.1. Dispose of stock marked for disposal according to legislation and other industry specific or manufacturer requirements and under direction of supervisor 5.2. Complete and store required documentation of disposal of out-of-date stock

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numerical skills to assess stock levels and assess deliveries for completion problem solving skills to analyse storage and disposal requirements of stock.
Required knowledge
occupational health and safety (OHS), for example: safe handling of specific dangerous goods (as relevant for enterprise) manual handling relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation ethical principles privacy law Freedom of Information Act safe disposal of out-of-date stock recording of stock usage of prescribed substances and dangerous goods, where relevant enterprise policies and procedures for stock control including record keeping requirements for: stock levels stocktaking disposal of out-of-date stock.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting three activities relating to maintenance and ordering of stock and supplies, which may include: stocktaking reports communicating with suppliers to address shortfalls in orders stock rotation disposal of out-of-date stock knowledge of relevant legislation from all levels of government.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to workplace records and processes for stock control access to security arrangements for stock and supplies.
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 stock orders analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of relevant legislation observation of performance in role plays assessment of stored stock and store stocktaking documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration or medical services administration units.

Range Statement

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.
Stock control processes may include:	cycles for stocktaking and stock rotation levels of stock and supplies to be held on premises security arrangements for stock and supplies specialised storage conditions for stock and supplies
Actions may include:	contacting the supplier reporting to supervisor to take action
Specialised storage may include:	refrigeration or keeping in a cool environment security and special handling for dangerous goods transferring to specialised containers for storage

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Medical Services Administration

Co-requisite units

Co-requisite units

BSBMED305B Apply the principles of confidentiality, privacy and security within the medical environment

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to apply principles and requirements relating to confidentiality, privacy and security to own work within the medical environment. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a medical environment required to maintain confidentiality, privacy and security under legislation, and organisational policies and procedures. It covers working within accepted codes of conduct and following confidentiality, privacy provisions and security provisions.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Work within accepted codes of conduct	1.1. Ensure work is reviewed and approved by a health practitioner or senior administrator who has delegated task/s 1.2. Keep records up-to-date and complete tasks as required, neatly, accurately and in a timely manner 1.3. Seek clarification with relevant personnel of unclear or ambiguous procedures 1.4. Treat patients, colleagues and health practitioners with respect 1.5. Refer health related matters raised by patients back to medical practitioners 1.6. Take care to behave with honesty and integrity at all times 1.7. Communicate conflict of interest or potential conflict of interest promptly to manager or supervisor
2. Follow confidentiality and privacy procedures	2.1. Assess information and requests for information with regard to what is and what is not disclosable 2.2. Use discretion and judgement in all communications 2.3. Discuss patient-related matters within the confines of the facility and with appropriate personnel only 2.4. Seek advice and clarification with relevant personnel where potential confidentiality issues arise in dealings with patients, their families and others
3. Follow security procedures	3.1. Store and appropriately secure patient records and other confidential documentation 3.2. Clearly label and store securely according to organisational policies and procedures, all documents required by legislation to be stored for certain periods 3.3. Ensure drugs, equipment and other materials requiring secure storage and potentially posing an OHS threat to others, are stored securely at all times

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to clarify requirements and to resolve difficult issues with patients, their families and others planning and organising skills to access and secure records.
Required knowledge
occupational health and safety (OHS) for example: safe handling of specific dangerous goods (as relevant for enterprise) manual handling relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation ethical principles privacy laws Freedom of Information Act enterprise policies and procedures for confidentiality, privacy and security.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting three examples of activities in which confidentiality, privacy and security are maintained, which may include: examples of actions taken how difficult situations were addressed how guidance has been provided regarding confidentiality, privacy and security and clarification obtained on such matter when required knowledge of relevant legislation from all levels of government.
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 scenarios working with confidentiality, privacy and security issues.
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 record keeping analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of relevant legislation and impact on own work routine observation of performance in role plays assessment of labelling and storage of patient records and other confidential documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMED303B Maintain patient records

Range Statement

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.
Relevant personnel may include:	health practitioners other specialised staff partners in the business supervisor/manager
What is and what is not disclosable will be:	determined by the Privacy Act, the Freedom of Information Act, organisational policies and procedures, and guidelines in the practice manual which may include: details of patients' conditions financial information names and addresses of patients passwords security arrangements

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Medical Services Administration

Co-requisite units

Co-requisite units

BSBMED401B Manage patient record keeping system

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage a patient record system within a medical environment and to supervise others. It covers clarifying roles and responsibilities, managing the operation of a patient records system, and reviewing and improving the system. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals managing an existing record keeping system (and sub systems within the overall system) in a medical context. It may involve supervising the work of other personnel who implement the system and maintain patient records day to day. It also involves working with users of the system such as the health practitioners in the facility. The unit does not cover the design of a new system but does cover reviews and improvements to an existing system. BSBMED303B Maintain patient records, covers the day to day implementation of the system.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Clarify how patient records system operates	1.1. Access policies and procedures for patient records 1.2. Consult relevant personnel about how the system operates 1.3. Determine roles and responsibilities for the system operations 1.4. Communicate roles and responsibilities for system operations to relevant personnel
2. Manage operation of patient records system	2.1. Supervise staff maintaining patient records 2.2. Provide staff maintaining patient records with training as required 2.3. Regularly consult staff using patient records about system efficacy 2.4. Maintain integrity of patient records 2.5. Maintain security of patient records 2.6. Stress importance of confidentiality of patient records to all staff, including self, who handle or have access to patient files 2.7. Provide authorisation of transfer of records from facility according to practice protocols 2.8. Archive records as appropriate
3. Review and improve patient records system	3.1. Monitor and review implementation of the system to identify improvements 3.2. Make recommendations to relevant personnel for system improvements 3.3. Implement approved recommendations 3.4. Supervise staff maintaining patient records to implement changes 3.5. Plan and deliver any required training for staff to implement changes made to the system

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
management skills to supervise staff analysis skills to continuously improve procedures through reviewing, and identifying and implementing improvements.
Required knowledge
occupational health and safety (OHS), for example: manual lifting ergonomics associated with using computers and own work station relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: anti-discrimination legislation consumer laws including appropriate state legislation ethical principles privacy laws statutory regulations for records specific legislation related to patient records enterprise policies and procedures related to: patient record keeping including archiving and records transfer privacy and confidentiality access to records filing systems and record management processes medical coding as required to access and maintain patient records.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: managing a patient record keeping system over a significant period documenting how records have been accessed and archived by staff or self demonstrating how records have been provided to support relevant medical activities knowledge of relevant legislation from all levels of government.
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 documents and records for archiving access to records system documented procedures.
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 archived records analysis of responses to case studies and scenarios demonstration of techniques observation of presentations oral or written questioning to assess knowledge of filing systems and record management processes observation of performance in role plays.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other general administration or medical services administration units.

Range Statement

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.
Relevant personnel may include:	chief executive officer, director or manager of the business external bodies including peak industry organisations health professionals using the system partners in the business reception staff staff managing patient records
System may include:	software and hardware-based records management systems print-based records management systems
Supervising staff may include:	coaching/mentoring documenting procedures and processes formal training
Authorisation of transfer of records may occur in relation to:	organisational policy organisational procedure relevant laws

Unit Sector(s)

Unit sector

Competency field

Competency field	Administration - Medical Services Administration

Co-requisite units

Co-requisite units

BSBMGT401A Show leadership in the workplace

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within routine and non routine methods and procedures which require the exercise of some discretion and judgement. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline management provides the first level of leadership within the organisation. This unit applies to people who are making the transition from being a team member, to taking responsibility for the work and performance of others. Frontline managers have a strong influence on the work culture, values and ethics of the teams they supervise. As such it is important that frontline mangers model good practice, professionalism and confidently represent their organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Model high standards of management performance and behaviour	1.1. Ensure management performance and behaviour meets the organisation's requirements 1.2. Ensure management performance and behaviour serves as a positive role model for others 1.3. Develop and implement performance plans in accordance with organisation's goals and objectives 1.4. Establish and use key performance indicators to meet organisation's goals and objectives
2. Enhance organisation's image	2.1. Use organisation's standards and values in conducting business 2.2. Question, through established communication channels, standards and values considered to be damaging to the organisation 2.3. Ensure personal performance contributes to developing an organisation which has integrity and credibility
3. Make informed decisions	3.1. Gather and organise information relevant to the issue/s under consideration 3.2. Facilitate individuals and teams active participation in decision making processes 3.3. Examine options and assess associated risks to determine preferred course/s of action 3.4. Ensure decisions are timely and communicate them clearly to individuals and teams 3.5. Prepare plans to implement decisions and ensure they are agreed by relevant individuals and teams 3.6. Use feedback processes effectively to monitor the implementation and impact of decisions

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and presentation skills to represent the organisation, to explain its work to others and to model professionalism decision making skills to demonstrate good judgement and follow through.
Required knowledge
basic theory of group behaviour leadership styles and concepts.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: articulation of organisational values and expectations of behaviour instances where leadership and decision making have been demonstrated and which have led to positive changes in the workplace knowledge of leadership styles and concepts.
Context of and specific resources for assessment	Assessment must ensure: access to workplace documents.
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of performance in role plays observation of presentations review of performance plans oral or written questioning to assess knowledge of leadership styles evaluation of communication of expectations, roles and responsibilities review of documentation examining options and assessing associated risks to determine preferred course/s of action.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Frontline Management.

Range Statement

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.
Organisation's standards and values will be:	stated or implied by the way the organisation conducts its business
Feedback processes may be:	formal or informal from internal or external sources

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT402A Implement operational plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, producing short term plans for the department/section, planning and acquiring resources and providing reports on performance as required. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers are actively engaged in planning activities to achieve the measurable, stated objectives of the team and the organisation. This key role is carried out to provide safe, efficient and effective products and services to customer satisfaction within the organisation's productivity and profitability plans. At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning, evaluation, leadership and guidance of others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement operational plan	1.1. Collate, analyse and organise details of resource requirements in consultation with relevant personnel, colleagues and specialist resource managers 1.2. Implement operational plans to contribute to the achievement of organisation's performance/business plan 1.3. Identify and use key performance indicators (KPIs) to monitor operational performance 1.4. Undertake contingency planning and consultation processes 1.5. Provide assistance in the development and presentation of proposals for resource requirements in line with operational planning processes
2. Implement resource acquisition	2.1. Recruit and induct employees within organisation's policies, practices and procedures 2.2. Implement plans for acquisition of physical resources and services within organisation's policies, practices and procedures and in consultation with relevant personnel
3. Monitor operational performance	3.1. Monitor performance systems and processes to assess progress in achieving profit/productivity plans and targets 3.2. Analyse and use budget and actual financial information to monitor profit/productivity performance 3.3. Identify unsatisfactory performance and take prompt action to rectify the situation according to organisational policies 3.4. Provide mentoring, coaching and supervision to support individuals and teams to use resources effectively, economically and safely 3.5. Present recommendations for variation to operational plans to the designated persons/groups and gain approval 3.6. Implement systems, procedures and records associated with performance in accordance with organisation's requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
coaching and mentoring skills to provide support to colleagues literacy skills to access and use workplace information, and to prepare reports planning and organising skills to monitor performance and to sequence work of self and others to achieve planned outcomes.
Required knowledge
principles and techniques associated with: contingency planning methods for monitoring and reporting on performance monitoring and implementing operations and procedures problem identification and methods of resolution relevant budgeting and financial analysis, interpretation and reporting requirements resource management systems at the tactical implementation level resource planning and acquisition tactical risk analysis including identification and reporting requirements.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: ability to monitor and adjust operational performance, produce short-term plans for the department or section, plan and acquire resources, and provide reports on performance as required knowledge of principles and techniques associated with monitoring and implementing operations and procedures.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 documentation outlining contingency planning and consultation processes undertaken demonstration of techniques in managing performance evaluation of mentoring, coaching and supervision provided to support individuals and teams to use resources effectively, economically and safely.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Frontline Management.

Range Statement

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.
Resource requirements may refer to:	goods and services to be purchased and ordered human, physical and financial resources - both current and projected stock requirements and requisitions
Relevant personnel, colleagues and specialist resource managers may include:	colleagues and specialist resource managers managers occupational health and safety committees and other people with specialist responsibilities other employees people from a wide range of social, cultural and ethnic backgrounds, and people with a range of physical and mental abilities supervisors
Operational plans may refer to:	organisational plans tactical plans developed by the department or section to detail product and service performance
Key performance indicators may refer to:	measures for monitoring or evaluating the efficiency or effectiveness of a system, and which may be used to demonstrate accountability and to identify areas for improvements
Contingency planning may refer to:	contracting out or outsourcing human resources and other functions or tasks diversification of outcomes finding cheaper or lower quality raw materials and consumables increasing sales or production recycling and re-use rental, hire purchase or alternative means of procurement of required materials, equipment and stock restructuring of organisation to reduce labour costs risk identification, assessment and management processes seeking further funding strategies for reducing costs, wastage, stock or consumables succession planning
Consultation processes may refer to:	mechanisms used to provide feedback to the work team in relation to outcomes of consultation meetings, interviews, brainstorming sessions, email/intranet communications, newsletters or other processes and devices which ensure that all employees have the opportunity to contribute to team and individual operational plans
Organisation's policies, practices and procedures may include:	organisational culture Standard Operating Procedures organisational guidelines which govern and prescribe operational functions, such as the acquisition and management of human and physical resources undocumented practices in line with organisational operations
Performance systems and processes may refer to:	informal systems used by frontline managers for the work team in the place of existing organisation-wide systems formal processes within the organisation to measure performance, such as: feedback arrangements individual and teamwork plans KPIs specified work outcomes
Designated persons/groups may include:	other affected work groups or teams and groups designated in workplace policies and procedures those who have the authority to make decisions and/or recommendations about operations such as workplace supervisors, other managers
Systems, procedures and records may include:	databases and other recording mechanisms for ensuring records are kept in accordance with organisational requirements individual and team performance plans organisational policies and procedures relative to performance

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT403A Implement continuous improvement

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	Frontline managers have an active role in implementing the continuous improvement process to achieve the organisation's objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important role in influencing the ongoing development of the organisation. At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning and evaluation, and leadership and guidance of others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement continuous improvement systems and processes	1.1. Implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision making processes, assume responsibility and exercise initiative 1.2. Communicate the organisation's continuous improvement processes to individuals and teams, and obtain feedback 1.3. Ensure effective mentoring and coaching allows individuals and teams to implement the organisation's continuous improvement processes
2. Monitor and review performance	2.1. Use the organisation's systems and technology to monitor and review progress and to identify ways in which planning and operations could be improved 2.2. Improve customer service through continuous improvement techniques and processes 2.3. Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation
3. Provide opportunities for further improvement	3.1. Implement processes to ensure that team members are informed of savings and productivity/service improvements in achieving the business plan 3.2. Document work performance to aid the identification of further opportunities for improvement 3.3. Manage records, reports and recommendations for improvement within the organisation's systems and processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: coach and mentor team members gain the commitment of individuals and teams to continuously improve innovation skills to design better ways of performing work.
Required knowledge
principles and techniques associated with: benchmarking best practice change management continuous improvement systems and processes quality systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance supporting others to implement the continuous improvement system/processes, and to identify and report opportunities for further improvement knowledge of principles and techniques associated with continuous improvement systems and processes.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of principles and techniques associated with change management review of how the organisation's continuous improvement processeswascommunicated to individuals and teams review of documentation of work performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Frontline Management.

Range Statement

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.
Systems may refer to:	forums, meetings newsletters and reports organisational policies and procedures web-based communication devices
Participation in decision making processes may include:	feedback in relation to outcomes of the consultative process processes which ensures all employees have the opportunity to contribute to organisational issues
Continuous improvement processes may include:	cyclical audits and reviews of workplace, team and individual performance evaluations and monitoring of effectiveness implementation of quality systems, such as International Standardization for Organization (ISO) modifications and improvements to systems, processes, services and products policies and procedures which allow the organisation to systematically review and improve the quality of its products, services and procedures seeking and considering feedback from a range of stakeholders
Mentoring and coaching may refer to:	providing assistance with problem-solving providing feedback, support and encouragement teaching another member of the team, usually focusing on a specific work task or skill
Technology may include:	computerised systems and software such as databases, project management and word processing telecommunications devices any other technology used to carry out work roles and responsibilities
Customer service may be:	internal or external to existing, new or potential clients
Processes to ensure that team members are informed of savings and productivity/service improvements may refer to:	email/intranet, newsletters or other communication devices newsletters and bulletins staff reward mechanisms team meetings

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT404A Lead and facilitate off site staff

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to supervise staff who perform agreed duties at an alternative site (usually home) during some or all of the scheduled work hours. OFF SITE WORK is a flexible employment option that meets all legal and regulatory employment requirements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to frontline managers who may be supervisors or team leaders who have responsibility for overseeing the work of off site staff. Increasingly, managers and staff are at different locations and the opportunities for face to face communication are reduced. In these cases managers must develop different techniques and approaches to ensure quality standards and work outcomes are met.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Facilitate off site work outcomes	1.1. Clarify roles and responsibilities of off-site work supervisors with management and off-site staff 1.2. Provide leadership and direction to off-site staff to foster independent self-managed work practices that address agreed outcomes in terms of quality and milestones 1.3. Ensure that work objectives for off-site staff are linked to measurable targets and include agreed timeframes 1.4. Use participative, transparent decision making to review work allocation responsibilities of off-site staff and related on-site staff
2. Support off site staff	2.1. Provide guidance to off-site staff to establish and maintain a supportive working environment in accordance with legal and organisational requirements 2.2. Assign key personnel/mentors to support off-site staff and to provide a link between off-site staff and the organisation 2.3. Establish and maintain effective working relations between on-site staff and off-site staff through regular meetings and other occasions used to build organisational culture and values
3. Manage off site staff performance	3.1. Plan and conduct regular meetings to determine individual progress, identify needs, clarify and solve issues, and provide networking opportunities 3.2. Evaluate performance against agreed goals and targets, and address in accordance with organisational policy and practice 3.3. Address problems in work performance through constructive solutions identified with off-site staff 3.4. Ensure evidence relating to performance is valid, documented and evaluated to identify learning and development requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to negotiate and manage conflict and to manage performance computer skills to undertake online communication literacy skills to interpret requirements and to document performance management outcomes numeracy skills to determine time lines and milestones.
Required knowledge
e-work policy and practices legal and ethical requirements for e-work occupational health and safety relationship management.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: strategies to facilitate work and provide support for off-site staff methods for providing feedback and adapting the performance management system so that work outcomes are met knowledge of legal and ethical requirements for e-work.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios assessment of written reports demonstration of techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
Guidance information for assessment

Range Statement

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.
Role and responsibilities of supervisors of off-site work supervisors may include:	assessing progress coaching early identification and handling of problems flexibility in supervisory practices focus on quality of work rather than time spent goal setting including off-site staff in office meetings, both official and social off-site visits management based on outcomes recruitment and selection regular feedback telephone supervision
Off-site work may include:	home-based work where staff members work at home with access to various types of employer equipment, databases and networks hotelling or hot-desking where employees work out of the office for significant periods of time but can reserve a workspace, for example office or workstation in the organisation's facilities staff who travel and work in remote locations telecommuting where employees are physically situated at an alternative workplace such as a home office and continue to carry out their duties virtual office, which is a remote electronic work station for employees or work station for self-employed workers
Legal and organisational requirements of off-site work may include:	business contents insurance against damage and theft other insurance e.g. travel public liability taxation law workers compensation for work related injury/accident
Regular meetings may involve:	meeting with mentor/supervisor or with other team members or stakeholders periodic meetings at the off-site workplace periodic meetings at the organisation's premises

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT405A Provide personal leadership

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to display high levels of personal leadership and to be a role model within the work environment. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to staff who have a leadership role. It applies to the manner in which they conduct themselves, the initiative they take in influencing, assisting and guiding others, and to the way they manage their own role and responsibilities. Competence in this unit requires consistently high levels of self management and behaviours that exemplify the desired standards within the organisation. This involves the candidate earning the trust and respect of the team and acting as a role model at all times. This role is undertake by staff with managerial responsibility (people management or operational/ specialist management).

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Influence individuals and teams in a positive manner	1.1. Encourage, value and reward individual and team efforts and contributions 1.2. Promote accountability of work undertaken by individuals/teams by communicating roles, responsibilities and expectations clearly 1.3. Gain positive acceptance and support for information and ideas from the team
2. Make informed decisions	2.1. Gather and organise information relevant to the issue/s under consideration 2.2. Involve individuals/teams to actively participate in the decision making process 2.3. Determine preferred course of action after risks and options are examined and assessed 2.4. Communicate decisions to individuals/teams clearly and in a timely manner 2.5. Prepare plans to implement decisions after agreement by relevant individuals/team 2.6. Monitor the implementation and impact of decision using reliable feedback processes
3. Enhance the image of the enterprise	3.1. Conduct business in a way that is consistent with enterprise standards and values 3.2. Note and promptly discuss with the appropriate person, any inappropriate values and standards exhibited within the organisation, using established communication channels 3.3. Consistently display a very high standard of personal presentation in line with organisational expectations and policies
4. Demonstrate high standards of personal and management performance	4.1. Contribute to developing a reputable organisation which has integrity and credibility, through personal performance and behaviours 4.2. Ensure standards of personal and management performance are consistent with enterprise requirements 4.3. Provide a positive role model for others through personal and managerial performance 4.4. Develop and implement plans in accordance with enterprise goals and objectives 4.5. Develop, set and monitor key performance indicators and targets within the team/enterprise business plans

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
coaching and mentoring skills to encourage and develop team members effectively communication skills to conduct effective informal and formal meetings, to communicate effectively with personnel at all levels, and to provide effective feedback effective goal setting skills to be able to set realistic but challenging goals for team members interpersonal skills to establish rapport and to build relationships with clients, team members and stakeholders leadership skills to gain the trust and confidence of colleagues and clients literacy skills to communicate and articulate information and ideas clearly and effectively organisational skills to lead the team in a methodical and organised manner and in line with to agreed timeframes problem-solving skills to resolve problems in a systematic and positive manner and to create innovative and effective solutions team building skills to effectively develop team spirit and morale.
Required knowledge
coaching and mentoring techniques continuous improvement techniques and processes enterprise culture and values enterprise mission, business goals and standards enterprise policies, procedures and guidelines operational environment - customer base, company products and services performance management policies, procedures and systems.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: acquiring and using information to the best advantage for achievement of team/project performance goals making decisions appropriate to the achievement of team performance goals effectively managing work to achieve goals and results introducing and monitoring practices to improve performance undertaking effective consultation processes effectively using management information systems in the achievement of team performance goals and objectives clearly and effectively communicating critical information to team, peers and management promoting available learning methods to support team competence knowledge of the organisational goals, values and objectives.
Context of and specific resources for assessment	Assessment must ensure: access to workplace information and data access to relevant legislation, standards and guidelines access to 360 degree feedback access to documentation relating to continuous improvement initiatives, development plans and training 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 direct observation of leadership style and effectiveness in the work environment review of 360 degree feedback review of performance management, development planning, training and team meeting minute documentation oral and/or written questioning to assess knowledge of organisational goals, values and objectives review of leader's self-assessment of leadership effectiveness and self-awareness.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other management units

Range Statement

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.
Enterprise standards and values may include:	code of conduct (behaviours) compliance with regulatory and legislative requirements customer service charter enterprise quality and continuous improvement processes and standards ethical standards established by the enterprise policies and procedures values of the organisation vision and mission statement
Personal presentation may include:	body language conduct dress standards language punctuality
Personal and managerial performance may include:	way the candidate manages the performance and behaviours of team members and teams way the candidate self manages own performance and behaviours
Enterprise goals and objectives may include:	company business objectives company standards and values productivity and profitability objectives and targets

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT406A Plan and monitor continuous improvement

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan and monitor the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to frontline managers who have an active role in planning and monitoring a continuous improvement process to achieve an organisation's objectives. Their position, closely associated with the creation and delivery of products and services, means that they have an important role in influencing the ongoing development of the organisation. At this level, work will normally be carried out using routine and non-routine methods and procedures, which require planning and evaluation, and leadership and guidance of others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan continuous improvement systems and processes	1.1. Plan systems according to organisational policy to ensure that individuals and teams are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative 1.2. Communicate the organisation's continuous improvement processes to individuals and teams, and obtain feedback 1.3. Ensure effective mentoring and coaching allow individuals and teams to implement the organisation's continuous improvement processes 1.4. Support efforts to enhance sustainable and environmentally friendly work practices in accordance with the organisation's continuous improvement processes
2. Monitor and review performance	2.1. Use the organisation's systems and technology according to agreed operational processes to monitor and review progress and to identify ways in which planning and operations could be improved 2.2. Improve customer service through continuous improvement techniques and processes according to the requirements of the organisation's continuous improvement systems and processes 2.3. Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation
3. Provide opportunities for further improvement	3.1. Implement processes to ensure that team members are informed of savings and productivity or service improvements in line with the requirements of the business plan 3.2. Record work performance to assist in identifying further opportunities for improvement following agreed organisational record keeping processes 3.3. Manage records, reports and recommendations for improvement within the organisation's systems and processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to gain the commitment of individuals and teams to continuously improve innovation skills to design better ways of performing work learning skills to coach and mentor team members, using a range of methods to cater for different learning styles problem-solving skills to develop practical and innovative solutions teamwork skills to implement continuous improvement within a team
Required knowledge
principles and techniques associated with: benchmarking best practice change management continuous improvement systems and processes quality systems

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: taking active steps to implement, monitor and adjust plans, processes and procedures to improve performance supporting others to implement the continuous improvement system and processes, and to identify and report opportunities for further improvement.
Context of and specific resources for assessment	Assessment must ensure access to appropriate documentation and resources normally used in the workplace.
Method of assessment	The following assessment methods are appropriate for this unit: assessment of reports direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of principles and techniques associated with change management review of how the organisation's continuous improvement processes were communicated to individuals and teams review of documentation of work performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Systems may refer to:	forums and meetings newsletters and reports organisational policies and procedures electronic communication devices.
Participation in decision-making processes may include:	feedback in relation to outcomes of the consultative process processes that ensure employees have the opportunity to contribute to organisational issues.
Continuous improvement processes may include:	cyclical audits and reviews of workplace, team and individual performance evaluations and monitoring of effectiveness implementation of quality systems, such as International Organization for Standardization (ISO) modifications and improvements to systems, processes, services and products policies and procedures that allow the organisation to systematically review and improve the quality of its products, services and procedures seeking and considering feedback from a range of stakeholders.
Mentoring and coaching may refer to:	providing assistance with problem solving providing feedback, support and encouragement teaching another member of the team, usually focusing on a specific work task or skill.
Sustainable and environmentally friendly work practices may refer to:	addressing environmental and resource sustainability initiatives, such as environmental management systems, action plans, green office programs, surveys and audits applying the waste management hierarchy in the workplace complying with regulations and corporate social responsibility considerations for sustainability to enhance the organisation's standing in business and community environments determining organisation's most appropriate waste treatment, including waste to landfill, recycling, re-use, recoverable resources and wastewater treatment implementing ecological footprinting implementing environmental management systems, e.g. ISO 14001:1996 Environmental management systems life cycle analyses implementing government initiatives, e.g. Australian government's Greenhouse Challenge Plus improving resource and energy efficiency initiating and maintaining appropriate organisational procedures for operational energy consumption introducing a green office program (a cultural change program) introducing green purchasing introducing national and international reporting initiatives, e.g.Â Global Reporting Initiative introducing product stewardship reducing emissions of greenhouse gases reducing use of non-renewable resources referencing standards, guidelines and approaches, such as sustainability covenants and compacts or triple bottom line reporting supporting sustainable supply chain.
Technology may include:	computerised systems and software, such as databases, project management and word processing telecommunications devices any other technology used to carry out work roles and responsibilities.
Customer service may be:	internal or external to existing, new or potential clients.
Processes may refer to:	email, intranet, or other digital communication devices newsletters and bulletins staff reward mechanisms team meetings.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and leadership - management

Co-requisite units

Co-requisite units

BSBMGT502B Manage people performance

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage the performance of staff who report to them directly. Development of key result areas and key performance indicators and standards, coupled with regular and timely coaching and feedback, provide the basis for performance management. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to all managers and team leaders who manage people. It covers work allocation and the methods to review performance, reward excellence and provide feedback where there is a need for improvement. The unit makes the link between performance management and performance development, and reinforces both functions as a key requirement for effective managers. This is a unit that all managers/prospective managers who have responsibility for other employees should strongly consider undertaking.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Allocate work	1.1. Consult relevant groups and individuals on work to be allocated and resources available 1.2. Develop work plans in accordance with operational plans 1.3. Allocate work in a way that is efficient, cost effective and outcome focussed 1.4. Confirm performance standards, Code of Conduct and work outputs with relevant teams and individuals 1.5. Develop and agree performance indicators with relevant staff prior to commencement of work 1.6. Conduct risk analysis in accordance with the organisational risk management plan and legal requirements
2. Assess performance	2.1. Design performance management and review processes to ensure consistency with organisational objectives and policies 2.2. Train participants in the performance management and review process 2.3. Conduct performance management in accordance with organisational protocols and time lines 2.4. Monitor and evaluate performance on a continuous basis
3. Provide feedback	3.1. Provide informal feedback to staff on a regular basis 3.2. Advise relevant people where there is poor performance and take necessary actions 3.3. Provide on-the-job coaching when necessary to improve performance and to confirm excellence in performance 3.4. Document performance in accordance with the organisational performance management system 3.5. Conduct formal structured feedback sessions as necessary and in accordance with organisational policy
4. Manage follow up	4.1. Write and agree performance improvement and development plans in accordance with organisational policies 4.2. Seek assistance from human resources specialists where appropriate 4.3. Reinforce excellence in performance through recognition and continuous feedback 4.4. Monitor and coach individuals with poor performance 4.5. Provide support services where necessary 4.6. Counsel individuals who continue to perform below expectations and implement the disciplinary process if necessary 4.7. Terminate staff in accordance with legal and organisational requirements where serious misconduct occurs or ongoing poor-performance continues

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to articulate expected standards of performance, to provide effective feedback and to coach staff who need development risk management skills to analyse, identify and develop mitigation strategies for identified risks planning and organisation skills to ensure a planned and objective approach to the performance management system.
Required knowledge
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination relevant awards and certified agreements performance measurement systems utilised within the organisation unlawful dismissal rules and due process staff development options and information.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documented performance indicators and a critical description and analysis of performance management system from the workplace techniques in providing feedback and coaching for improvement in performance knowledge of relevant awards and certified agreements.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios assessment of written reports demonstration of techniques in providing feedback and coaching direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of work plans, performance indicators, risk analysis,performance management and review processes, performance improvement and development plans.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other management units.

Range Statement

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.
Performance standards mean:	level of performance sought from an individual or group which may be expressed either quantitatively or qualitatively
Code of Conduct means:	agreed (or decreed) set of rules relating to employee behaviour/conduct with other employees or an agreed (or decreed) set of rules relating to employee behaviour/conduct with other employees or customers
Performance indicators mean:	measures against which performance outcomes are gauged
Risk analysis means:	determination of the likelihood of a negative event preventing the organisation meeting its objectives and the likely consequences of such an event on organisational performance
Performance management means:	in accordance with relevant industrial agreements process or set of processes for establishing a shared understanding of what an individual or group is to achieve, and managing and developing individuals in a way which increases the probability it will be achieved in both the short- and long-term
Excellence in performance means:	regularly and consistently exceeding the performance targets established while meeting the organisation's performance standards
Termination means:	cessation of the contract of employment between an employer and an employee, at the initiative of the employer within relevant industrial agreements

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT515A Manage operational plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to develop and monitor implementation of the operational plan to provide efficient and effective workplace practices within the organisation's productivity and profitability plans. Management at a strategic level requires systems and procedures to be developed and implemented to facilitate the organisation's operational plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to people who manage the work of others and operate within the parameters of a broader strategic and/or business plan. The task of the manager at this level is to develop and implement an operational plan to ensure that the objectives and strategies outlined in the strategic and/or business plan are met by work teams. However in some larger organisations operational plans may be developed by a strategic planning unit. At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop operational plan	1.1. Research, analyse and document resource requirements and develop an operational plan in consultation with relevant personnel, colleagues and specialist resource managers 1.2. Develop and/or implement consultation processes as an integral part of the operational planning process 1.3. Ensure details of the operational plan include the development of key performance indicators to measure organisational performance 1.4. Develop and implement contingency plans at appropriate stages of operational planning 1.5. Ensure the development and presentation of proposals for resource requirements is supported by a variety of information sources and seek specialist advice as required 1.6. Obtain approval for plan from relevant parties and ensure understanding among work teams involved
2. Plan and manage resource acquisition	2.1. Develop and implement strategies to ensure that employees are recruited and/or inducted within the organisation's human resources management policies and practices 2.2. Develop and implement strategies to ensure that physical resources and services are acquired in accordance with the organisation's policies, practices and procedures
3. Monitor and review operational performance	3.1. Develop, monitor and review performance systems and processes to assess progress in achieving profit and productivity plans and targets 3.2. Analyse and interpret budget and actual financial information to monitor and review profit and productivity performance 3.3. Identify areas of under performance, recommend solutions, and take prompt action to rectify the situation 3.4. Plan and implement systems to ensure that mentoring and coaching are provided to support individuals and teams to effectively, economically and safely use resources 3.5. Negotiate recommendations for variations to operational plans and gain approval from designated persons/groups 3.6. Develop and implement systems to ensure that procedures and records associated with documenting performance are managed in accordance with organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to access and use workplace information and to write a succinct and practical plan technology skills to use software to produce and monitor the plan against performance indicators planning and organisational skills coaching skills to work with people with poor performance numeracy skills to allocate and manage financial resources.
Required knowledge
models and methods for operational plans budgeting processes alternative approaches to improving resource usage and eliminating resource inefficiencies and waste.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of an operational plan with details of how it will be implemented and monitored knowledge of models and methods for operational plans.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 oral or written questioning to assess knowledge of budgeting processes review of operational plan, key performance indicators and contingency plans evaluation of employee recruitment and induction strategies evaluation of processes implemented to acquire physical resources and services.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Diploma of Management.

Range Statement

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.
Resource requirements may include:	goods and services to be purchased and ordered human, physical and financial resources - both current and projected stock requirements and requisitions
Relevant personnel, colleagues and specialist resource managers may include:	employees at the same level or more senior managers managers occupational health and safety committee/s and other people with specialist responsibilities supervisors union or employee representatives
Consultation processes may refer to:	email/intranet communications, newsletters or other processes and devices which ensure that all employees have the opportunity to contribute to team and individual operational plans mechanisms used to provide feedback to the work team in relation to outcomes of consultation meetings, interviews, brainstorming sessions
Operational plans may also be termed:	action plans annual plans management plans tactical plans
Key performance indicators may refer to:	measures for monitoring or evaluating the efficiency or effectiveness of a system which may be used to demonstrate accountability and to identify areas for improvements
Contingency plans may include:	contracting out or outsourcing human resources and other functions or tasks diversification of outcomes finding cheaper or lower quality raw materials and consumables increasing sales or production recycling and re-using rental, hire purchase or alternative means of procurement of required materials, equipment and stock restructuring of organisation to reduce labour costs risk identification, assessment and management processes seeking further funding strategies for reducing costs, wastage, stock or consumables succession planning
Organisation's policies, practices and procedures may include:	organisational culture organisational guidelines which govern and prescribe operational functions, such as the acquisition and management of human and physical resources Standard Operating Procedures undocumented practices in line with organisational operations
Designated persons/groups may include:	groups designated in workplace policies and procedures managers or supervisors whose roles and responsibilities include decision making on operations other stakeholders such as Board members other work groups or teams whose work will be affected by recommendations for variations

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT516C Facilitate continuous improvement

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers who take an active role in managing a continuous improvement process in order to achieve an organisation's objectives. Where managers are closely associated with the creation and delivery of products and services, they play an important part in influencing the ongoing development of the organisation. At this level, work will normally be carried out using complex and diverse methods and procedures which require the exercise of considerable discretion and judgement, using a range of problem-solving and decision-making strategies.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Lead continuous improvement systems and processes	1.1. Develop strategies to ensure that team members are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative as appropriate 1.2. Establish systems to ensure that the organisation's continuous improvement processes are communicated to stakeholders 1.3. Ensure that change and improvement processes meet sustainability requirements 1.4. Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation's continuous improvement processes 1.5. Ensure that insights and experiences from business activities are captured and accessible through knowledge management systems
2. Monitor and adjust performance strategies	2.1. Develop strategies to ensure that systems and processes are used to monitor operational progress and to identify ways in which planning and operations could be improved 2.2. Adjust and communicate strategies to stakeholders according to organisational procedures
3. Manage opportunities for further improvement	3.1. Establish processes to ensure that team members are informed of outcomes of continuous improvement efforts 3.2. Ensure processes include recording of work team performance to assist in identifying further opportunities for improvement 3.3. Consider areas identified for further improvement when undertaking future planning

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills tocommunicate opportunities for improvement learning skills to coach and mentor staff, using a range of methods to cater for different learning styles innovation and lateral thinking skills to design better ways for achieving work outcomes planning skills to establish and monitor systems and process for continuous improvement teamwork and leadership skills to gain the confidence and trust of others
Required knowledge
continuous improvement models knowledge management systems quality systems sustainability principles

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development and use of a range of strategies and approaches that improve work outcomes or organisational functioning, using continuous improvement models monitoring performance and customer service.
Context of and specific resources for assessment	Assessment must ensure access to appropriate documentation and resources normally used in the workplace.
Method of assessment	The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios assessment of reports direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observationof presentations oral or written questioning to assess knowledge of quality systems review of strategies developed to ensure that team members are actively encouraged and supported to participate in decision-making processes, assume responsibility and exercise initiative evaluation of how customer-service strategies were communicated to stakeholders review of documentation outlining work team performance.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Strategies may refer to:	clarification of roles and expectations communication devices and processes, such as intranet and email communication systems, to facilitate input into workplace decisions long-term or short-term plans that factor in opportunities for team input mentoring and 'buddy' systems to support team members to participate in decision making performance plans reward and recognition programs for high performing staff training and development activities.
Systems may refer to:	forums and meetings newsletters and reports policies and procedures electronic communication devices.
Continuous improvement processes may include:	cyclical audits and reviews of workplace, team and individual performance evaluations and monitoring of effectiveness modifications and improvements to systems, processes, services and products policies and procedures that allow an organisation to systematically review and improve the quality of its products, services and procedures seeking and considering feedback from a range of stakeholders.
Stakeholders may include:	business or government contacts funding bodies individuals within the work team internal and external contacts organisation's clients and customers professional associations senior management and board members unions and employee groups.
Sustainability requirements may include:	addressing environmental and resource sustainability initiatives, such as environmental management systems, action plans, green office programs, surveys and audits applying the waste management hierarchy in the workplace complying with regulations and corporate social responsibility considerations for sustainability to enhance the organisation's standing in business and community environments determining organisation's most appropriate waste treatment, including waste to landfill, recycling, re-use, recoverable resources and wastewater treatment implementing ecological footprinting implementing environmental management systems, e.g. ISO 14001:1996 Environmental management systems life cycle analyses implementing government initiatives, e.g. Australian government's Greenhouse Challenge Plus improving resource and energy efficiency initiating and maintaining appropriate organisational procedures for operational energy consumption introducing a green office program (a cultural change program) introducing green purchasing introducing national and international reporting initiatives, e.g. Global Reporting Initiative introducing product stewardship reducing emissions of greenhouse gases reducing use of non-renewable resources referencing standards, guidelines and approaches, such as sustainability covenants and compacts or triple bottom line reporting supporting sustainable supply chain.
Knowledge management systems may include:	best practice transfer communities of practice cross-project learning expert directories knowledge brokers' knowledge mapping knowledge repositories measuring and reporting intellectual capital mentoring performance management post-project reviews proximity and architecture social software storytelling.
Operational progress may refer to:	customer service indicators OHS indicators productivity gains success in meeting agreed goals and performance indicators.
Recording of work team performance may include:	annotated performance plans quantitative data, such as production figures recommendations for improvement records and reports.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and leadership - management

Co-requisite units

Co-requisite units

BSBMGT605B Provide leadership across the organisation

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to demonstrate senior leadership behaviour, and personal and professional competence. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior managers who have a role in inspiring and motivating others to achieve organisational goals and to model professionalism in their organisation and industry. Leadership is seen in the context of the organisational mission. Business ethics are also addressed in this unit. The unit may relate equally to leadership of a small to medium sized organisation or to a business unit or area in a large organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Communicate organisational mission and goals	1.1. Clarify objectives, values and standards in accordance with organisation's strategic direction 1.2. Establish linkages between organisational objectives, values and standards and the responsibilities of relevant groups and individuals 1.3. Ensure media and language used is appropriate to individuals and group circumstances 1.4. State clear expectations of internal groups and individuals and explain in a manner which builds commitment to the organisation 1.5. Address expectations of the organisation 1.6. Investigate incidents promptly and communicate results clearly to relevant groups and individuals
2. Influence groups and individuals	2.1. Build trust, confidence and respect of diverse groups and individuals, through positive role modelling, and effective communication and consultation 2.2. Embrace, resource and effectively implement improvements to organisational and workplace culture 2.3. Demonstrate understanding of the global environment and new technology in work activities 2.4. Ensure actions convey flexibility and adaptability to change and accessibility 2.5. Ensure consultation and participation in decision making occurs with relevant groups and individuals where appropriate 2.6. Ensure decision making takes into account needs and expectations of both internal and external groups 2.7. Ensure decision making occurs in accordance with risk management plans for all options, and within appropriate timeframes 2.8. Ensure that the organisation is represented positively in the media and community
3. Build and support teams	3.1. Assign accountabilities and responsibilities to teams consistent with their competencies and operational plans 3.2. Ensure teams are resourced to allow them to achieve their objectives 3.3. Empower teams and individuals through effective delegation and support for their initiatives 3.4. Create and maintain a positive work environment 3.5. Encourage teams and individuals to develop innovative approaches to the performance of work
4. Demonstrate personal and professional competence	4.1. Model ethical conduct in all areas of work and encourage others to adopt business ethics 4.2. Adapt appropriate interpersonal and leadership styles to meet particular circumstances and situations 4.3. Set and achieve personal objectives and work program outcomes 4.4. Ensure self performance and professional competence is continuously improved through engagement in a range of professional development activities 4.5. Participate regularly in industry/professional networks and groups

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
interpersonal skills to communicate and inspire trust and confidence of others and to ensure their cooperation and support networking skills to ensure support from key groups and individuals for concepts/ideas/products/services risk management skills to analyse, identify and develop mitigation strategies for identified risks.
Required knowledge
business ethics and their application leadership styles and their application legislation, codes and by-laws relevant to the organisation's operations organisation mission, purpose and values organisation objectives, plans and strategies organisational change processes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: input from a wide range of sources providing evidence in respect to a broad range of activities and application of business ethics demonstration of personal competence that links to the organisation's requirements for managers effective communication skills and an ability to win commitment to the organisation and its activities knowledge of leadership styles and their application knowledge of legislation, codes and by-laws relevant to the organisation's operations.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to case studies and scenarios direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of demonstrated leadership techniques observation of presentations review of media and language used when communicating with individuals and groups evaluation of accountabilities and responsibilitiesassigned to teams review of documentation outlining personal objectives and work program outcomes review of professional development activities undertaken to improve self performance and professional competence.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Advanced Diploma of Management.

Range Statement

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.
Expectations of the organisation include:	environmental management occupational health and safety product safety service values and ethics other relevant factors
Incidents may include:	emergency response environmental event (emissions, noise, etc.) product failure workplace accident
Risk management means:	process of identification of potential negative events and the development of plans to mitigate or minimise the likelihood of the negative event occurring and/or the consequences in the event it does occur
Accountabilities and responsibilities means:	clarification of who is to be accountable for a decision or action prior to its execution, and identification of groups, individuals and activities for which a person is responsible for managing
Positive work environment means:	environment where employees identify with the organisation and its purpose and where communication is free-flowing, decisions are transparent and conflict is positive and constructive

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT608C Manage innovation and continuous improvement

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to sustain and develop an environment in which continuous improvement, innovation and learning are promoted and rewarded. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to people with managerial responsibilities, including for building a better and more effective work environment. Continuous improvement and innovation have links with the model of the learning organisation and people working at this level play an important role in building the culture, values and attitudes of the organisation. Links may be made between continuous improvement and formal quality systems, such as International Organization for Standardization (ISO) or quality software. However it is not assumed that formal quality systems or software are in the workplace. Innovation is seen as an important attitude and set of practices, which should be fostered by people working at this level in teams and across the organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Review programs, systems and processes	1.1. Establish strategies to monitor and evaluate performance and sustainability of key systems and processes 1.2. Undertake detailed analyses of supply chains, and operational, product and service delivery systems 1.3. Identify performance measures, and assessment tools and techniques, and evaluate their effectiveness 1.4. Analyse performance reports and variance from plans for key result areas of the organisation 1.5. Identify and analyse changing trends and opportunities relevant to the organisation 1.6. Seek advice from specialists, where appropriate, to identify technology and electronic commerce opportunities
2. Develop options for continuous improvement	2.1. Brief groups on performance improvement strategies and innovation as an essential element of competition 2.2. Foster creative climate and organisational learning by promoting interaction within and between work groups 2.3. Encourage, test and recognise new ideas and entrepreneurial behaviour where successful 2.4. Accept failure of an idea during trialling, and recognise, celebrate and embed success into systems 2.5. Undertake risk management and cost-benefit analysis for each option or idea approved for trial 2.6. Approve innovations through agreed organisational processes
3. Implement innovative processes	3.1. Promote continuous improvement and sustainability as essential to doing business 3.2. Address impact of change and consequences for people, and implement transition plans 3.3. Ensure objectives, timeframes, measures and communication plans are in place to manage implementation 3.4. Implement contingency plans in the event of non-performance 3.5. Follow up failure by prompt investigation and analysis of causes and manage emerging challenges and opportunities effectively 3.6. Ensure that learnings from activities are captured and managed to inform future work 3.7. Regularly evaluate continuous improvement systems and processes 3.8. Communicate costs and benefits of innovations and improvements to relevant groups and individuals

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to identify improvement opportunities in relation to: concepts and ideas developed services or products delivered flexibility and creativity skills to think laterally learning skills to develop options for continuous improvement teamwork and leadership skills to foster a commitment to quality and an openness to innovation
Required knowledge
cost-benefit analysis methods creativity and innovation theories and concepts organisational learning principles quality management and continuous improvement theories risk management sustainability practices

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of consultation processes to introduce or evaluate an existing continuous improvement process or system, including suggested actions or an action plan generation of an idea or concept that exhibits creative thinking and offers the possibility of benefiting the organisation demonstration of how the concept or idea was introduced, tested and evaluated,which does not have to have been shown to work or to be adopted by the business application of knowledge of quality management and continuous improvement theories.
Context of and specific resources for assessment	Assessment must ensure access to appropriate documentation and resources normally used in the workplace.
Method of assessment	The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios assessment of reports direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge of creativity and innovation theories and concepts evaluation of strategies established to monitor and evaluate performance of key systems and processes review of briefing of groups on performance improvement strategies and innovation review of documentation communicating costs and benefits of innovations and improvements to relevant groups and individuals.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sustainability may include:	addressing environmental and resource sustainability initiatives, such as environmental management systems, action plans, green office programs, surveys and audits applying the waste management hierarchy in the workplace complying with regulations and corporate social responsibility considerations for sustainability to enhance the organisation's standing in business and community environments determining organisation's most appropriate waste treatment, including waste to landfill, recycling, re-use, recoverable resources and wastewater treatment implementing ecological footprint implementing environmental management systems, e.g. ISO 14001:1996 Environmental management systems life cycle analyses implementing government initiatives, e.g. Australian government's Greenhouse Challenge Plus improving resource and energy efficiency initiating and maintaining appropriate organisational procedures for operational energy consumption introducing a green office program - a cultural change program introducing green purchasing introducing national and international reporting initiatives, e.g. Global Reporting Initiative introducing product stewardship reducing emissions of greenhouse gases reducing use of non-renewable resources referencing standards, guidelines and approaches, such as sustainability covenants and compacts or triple bottom line reporting supporting sustainable supply chain.
Supply chains include:	network of facilities that procures raw materials, transforms them into intermediate products or services and then finished goods or service, and delivers them through a distribution system procurement, production and distribution, viewed as interlinked not as discrete elements.
Performance reports may include:	budget or cost variance customer service environmental financial OHS quality other operating parameters.

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and leadership - management

Co-requisite units

Co-requisite units

BSBMGT615A Contribute to organisation development

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to contribute to the creation of an organisation development plan which ensures that the organisation will become more effective over time in achieving its goals. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior managers with organisation wide responsibilities who are critically involved in shaping and focussing the organisation so that it can adapt to new technologies, challenges and markets. People who have this responsibility may be in a dedicated organisation design role or may be change managers, or human resources managers. They may also be employed as consultants or contractors.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop organisation development plan	1.1. Analyse strategic plans to determine organisation development needs and objectives 1.2. Consult with relevant groups and individuals to profile the organisation's culture and readiness for organisational development 1.3. Determine who will take key roles in the organisational development process and confirm their commitment 1.4. Collect and analyse data on areas of the business experiencing problems or that need realignment 1.5. Determine and agree on objectives and strategies for organisational development 1.6. Consider change management techniques required to achieve the workplace culture outcomes and build them into the organisation development plan 1.7. Develop communication/education plans to achieve communication objectives in relation to the desired work environment and desired approach to problem-solving and developmental activities
2. Implement organisation development activities	2.1. Identify and implement consultative processes to maximise participation in the organisation development process 2.2. Undertake team development and training activities to develop collaborative approaches to problem-solving and development 2.3. Facilitate groups to articulate problems and to propose means for resolving the problems 2.4. Manage conflict between individuals and/or groups to achieve consensus or agreement 2.5. Undertake interventions in accordance with the organisation development plan 2.6. Brainstorm alternative proposals, and negotiate and agree on outcomes
3. Maintain organisation development program	3.1. Undertake surveys to identify any loss of support for organisation development program and activities 3.2. Maintain regular team meetings and individual feedback in accordance with communication plan 3.3. Set out activities and interventions in the organisation development plan and maintain, evaluate and modify them as required 3.4. Ensure senior management reinforces organisation development program by ongoing messages of support and appropriate resource allocation 3.5. Evaluate organisation development plans in terms of costs and benefits, including opportunity costs

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
leadership skills to gain commitment and followership communication and interpersonal skills to persuade others lateral thinking skills to find new, improved or different ways of working or engineering the organisation.
Required knowledge
planning processes concepts and theory of organisation behaviour; organisation dynamics; organisation culture; organisation change.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: detailed organisation development plan which clearly addresses what is to be developed and why, and how development will occur analysis of an organisation development process knowledge of concepts and theory of organisation behaviour; organisation dynamics; organisation culture; organisation change.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: analysis of responses to organisation development processes or organisational case studies assessment of written reports on organisation development direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of demonstrated techniques in engaging others in change processes review of analysis of data on areas of the business experiencing problems or that need realignment review of documentation outlining interventions undertaken review of organisation development consultative processes implemented evaluation of documentation outlining alternative proposals brainstormed, and negotiation and agreement on outcomes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Advanced Diploma of Management.

Range Statement

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.
Relevant groups and individuals refers to:	personnel who have knowledge about the issue being dealt with and the expertise to assist the decision-making process
Change management techniques may include:	business re-engineering consultative processes job redesign organisational redesign sensitivity training systems redesign work re-organisation
Communication/education plans refers to:	documented range of activities designed to ensure all affected groups and individuals (and other relevant parties) obtain sufficient knowledge to allow them to understand what is happening and why, and to allow them to participate where appropriate
Team development and training activities may include:	computer-based training group work one-on-one sessions informal coaching mentoring sensitivity training
Activities and interventions may include:	action research brainstorming career planning inter-group team building job redesign quality circles re-engineering sensitivity training succession planning surveys (with feedback) team building training transition analysis

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT616A Develop and implement strategic plans

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to establish the strategic direction of the organisation, and to sustain competitive advantage and enhance competitiveness. It requires analysis and interpretation of relevant markets, capability assessment of the organisation, and its existing and potential competitors and allies. It also covers implementation of the strategic plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in senior roles in the organisation, who have responsibility for ensuring that the organisation is positioned to ensure its long term viability and success. The unit covers the requirements for analysing the organisation's present position, and for developing specific actions and initiatives that will be undertaken by people working in various roles.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Confirm organisational vision and mission	1.1. Check with stakeholders that organisational vision and mission are still held to be current and are supported 1.2. Make any changes or refinements to vision or mission statement as required 1.3. Review or develop organisational values to support the vision and mission statement 1.4. Gain support for strategic planning process from all relevant stakeholders
2. Analyse the internal and external environment	2.1. Determine information requirements and undertake or commission research to deliver relevant information 2.2. Analyse political, economic, social, and technological developments in a global context 2.3. Seek advice from appropriate experts wherever necessary 2.4. Identify and consider strengths and weaknesses of existing and potential competitors and allies 2.5. Analyse organisation's strengths, weaknesses, opportunities and threats 2.6. Consider co-operative ventures that are supported by risk and cost-benefit analyses, are consistent with the organisational vision, mission and values, and provide for due diligence 2.7. Check that analysis of internal and external environment is consistent with the perspectives of other informed people
3. Write strategic plan	3.1. Document relevant research and background for inclusion in the strategic plan 3.2. Formulate strategic objectives and strategies needed for the future 3.3. Detail each strategy with an assigned priority, a timeframe, responsible parties and measurable performance indicators 3.4. Circulate strategic plan for comment, support and endorsement
4. Implement strategic plan	4.1. Communicate strategic plan to all relevant parties 4.2. Brief people with a specific role in relation to strategies 4.3. Use performance indicators to monitor progress in implementing plan 4.4. Make necessary refinements to plan 4.5. Evaluate achievement of objectives at agreed milestones 4.6. Review effectiveness of plan and consider methods for improving strategic planning processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to undertake value chain analysis, to review strengths and weaknesses, and to collate and interpret statistical data including trend analysis financial skills to consider resource implications of proposed strategies research skills to ensure accurate, up-to-date information is available for the environmental analysis risk management skills to plan and undertake appropriate due diligence.
Required knowledge
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination strategic planning methodologies including political, economic, social and technological (PEST) analysis and strengths, weaknesses, opportunities and threats analysis (SWOT) competitor knowledge codes and by-laws relevant to the organisation's operations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: thorough analysis of the organisation's own capabilities, those of their existing potential competitors and allies, and the external environment strategic plan which includes objectives, strategies, timeframes, performance indicators and methods for monitoring the implementation of the plan knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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 observation of presentations oral or written questioning to assess knowledge of strategic planning methodologies review of documentation outlining strengths and weaknesses of existing and potential competitors and allies review of strategies and their assigned priority, timeframe, responsible parties and performance indicators.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Advanced Diploma of Management.

Range Statement

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.
Stakeholders may include:	Board customers employees government agencies owners shareholders technical advisers
Research may include:	commissioned research demographics economics internal research market segmentation political product social technological
Global context means:	examination on a world-wide basis of factors which may impact on the long-term strategic direction of the business
Due diligence means:	process by which an investor, lawyer, auditor, or other qualified person, verifies the accuracy of data provided by another organisation

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT617A Develop and implement a business plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to run a business operation and covers the steps required to develop and implement a business plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals who are running an organisation or who take a senior role in determining the effective functioning and success of the organisation. As such, they may oversee the work of a number of teams and other managers. Business plans are critical tools for business growth and development. They will vary depending on the needs of the organisation. This unit covers the typical elements of a business plan and the standard approaches to be used in implementing a business plan. The business plan should be supported by a strategic plan, and may also be supported by a marketing plan and cash flow forecasts.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop business plan	1.1. Review and evaluate pre-existing strategic, business and operational plan, if available 1.2. Analyse and interpret business vision, mission, values and objectives 1.3. Consult with key stakeholders 1.4. Review market requirements for the product or service, profile customer needs and research pricing options 1.5. Develop performance objectives and measures through consultation with key stakeholders 1.6. Identify financial, human and physical resource requirements for the business 1.7. Consider any permits or licences that may be required for new activity 1.8. Write business plan
2. Monitor performance	2.1. Communicate business plan to all relevant parties and ensure understanding of performance requirements and timeframes 2.2. Ensure skilled labour is available to implement plan 2.3. Test performance measurement systems and refine, if necessary 2.4. Ensure timely reports on all key aspects of the business are available, user-friendly and balanced in terms of financial and non-financial performance 2.5. Report system failures, product failures and variances to the business plan as they occur
3. Respond to performance data	3.1. Analyse performance reports against planned objectives 3.2. Review performance indicators and refine if necessary 3.3. Ensure groups and individuals contributing to under-performance are coached, and provide training where appropriate 3.4. Review system processes and work methods regularly as part of continuous improvement

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical and research skills to review the market, to research competitors and to review pricing structures coaching and communication skills to remediate any under-performance in the work group or individuals planning and organising skills to sequence activities and to develop a logical structure.
Required knowledge
performance measurement approaches and benchmarking options for developing business plans.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysis of the strengths and weaknesses of a range of business plans implementation of a business plan including evaluation of performance against documented indicators in key results areas knowledge of performance measurement approaches and benchmarking.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace.
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: assessment of written reports/examples of business plans and their outcomes direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate oral or written questioning to assess knowledge of options for developing business plans review of development of performance objectives and measures review of how business plan was communicated to all relevant parties.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Advanced Diploma of Management.

Range Statement

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.
Strategic, business and operational plan may include:	previously formulated: action plan business goals competitor analysis financing arrangements or financial targets management arrangements and/or personnel requirements marketing approaches product or service research or analysis
Key stakeholders may include:	business partners or financiers customers shareholders staff technical experts or advisers
Performance objectives and measures may relate to:	efficiency measures input measures such as staff time or dollars allocated outcomes measures qualitative indicators such as feedback from customers, effect on the wider market or competitors, staff reports quantitative indicators, such as numbers produced and sold, turnover, customer satisfaction ranking, lower staff turnover
Business plan includes:	description of the business business products and services marketing activity financial indicators productivity and performance targets for key result areas such as: community awareness or branding environmental impact governance or management quality sales triple bottom line workforce
Coaching refers to:	informal on-the-job and off-the-job advice and training to improve performance

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBMGT618A Develop a contact centre business plan

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Outdated advice removed

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to develop, implement and maintain a business plan for a contact centre.

Application of the Unit

This unit applies in an environment where the candidate is required to develop and implement a business plan for the business unit in accordance with the overall organisational goals and objectives.

Competence in this unit requires developing, implementing and maintaining an effective business plan that achieves positive outcomes and supports the overall success and growth of the organisation. It requires understanding best practice, focus on continuous improvement activities, and the justification and presentation of the plan to the organisation.

This role is undertaken by staff with managerial responsibility or specialist staff, depending on the size and structure of the centre.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Analyse the current situation and evaluate alternatives	1.1. Use a broad range of information sources to identify best practice criteria and examples 1.2. Analyse current performance against best practice to identify improvement and business opportunities 1.3. Identify operating requirements and constraints imposed by internal and external customers and suppliers 1.4. Review and evaluate existing strategic and operating plans to identify opportunities for improvement 1.5. Propose viable alternatives to improve current situation and to exploit opportunities
2. Set objectives in alignment with corporate aims	2.1. Develop business objectives which represent business needs and global trends 2.2. Identify business objectives which support corporate aims 2.3. Consult with key stakeholders and other relevant parties to ensure consensus on objectives 2.4. Ensure objectives reflect a competitive position in the global market
3. Prepare a business plan	3.1. Develop a business plan based on agreed business objectives 3.2. Translate business objectives into a feasible strategy 3.3. Address all relevant operations in plans and justify any not addressed 3.4. Identify clear profitability, productivity and performance targets in line with objectives 3.5. Identify financial, physical and human resources requirements to implement strategies 3.6. Include appropriate feedback and customer satisfaction measurement methods in business plan 3.7. Comply with enterprise requirements for business planning 3.8. Identify risks posed by business plans 3.9. Incorporate risk management strategies for identified risks
4. Present a business plan to senior management	4.1. Deliver an effective written and oral presentation of a business plan 4.2. Focus on critical aspects of the plan in the presentation 4.3. Articulate and resolve specific concerns and needs raised about the plan
5. Implement and maintain a business plan	5.1. Communicate plan to team, engage team members with the plan and obtain buy in from the team 5.2. Establish action plans, systems and processes to implement business plan 5.3. Conduct measurement programs to assess performance against business plan 5.4. Adjust systems or processes in response to performance variations to maintain business plan 5.5. Conduct regular substantive reviews of systems and processes 5.6. Communicate performance results and issues arising to relevant stakeholders

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills
communication skills to conduct effective formal and informal meetings and to communicate effectively with personnel at all levels analytical skills to understand complex ideas and concepts, and to articulate ideas and information effectively consultation and negotiation skills to develop and implement business plan data and information gathering skills such as brainstorming, polling and interviewing information technology skills to effectively manage and analyse data and information leadership skills to gain trust, confidence and support of colleagues and clients presentation skills to develop and present reports or presentations that deal with numeracy skills to carry out analysis, and to produce graphs and presentations of workplace information and data to identify trends and patterns organisational skills to manage own tasks within timeframes problem-solving skills to create innovative solutions to problems that arise research and analytical skills to effectively undertake research and analysis of complex issues, options and information communication technology advances risk assessment and management skills to mitigate any risks that may impact on business plan outcome
Required knowledge
best practice or benchmarking principles corporate aims and objectives key personnel, stakeholders and resources organisational communication methods organisational, statutory, regulatory and legislative requirements principles of cost/benefit analysis recent or impending advances in technology risk management techniques.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing, implementing, controlling and monitoring a contact centre business plan knowledge of organisational, statutory, regulatory and legislative requirements.
Context of and specific resources for assessment	Assessment must ensure: access to workplace information and data access to information and databases for analysis activities access to relevant legislation, standards and guidelines access to stakeholder feedback.
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 business plan documentation oral and/or written questioning to assess knowledge of global trends and best practice review of stakeholder feedback review of communication plan and stakeholder understanding and knowledge of plan analysis of existing business plans review of documentation of business objectives direct observation of business plan presentation review of management documentation endorsing the business plan review of analysis of the performance of a business plan including statistical measurement.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Best practice may include:	business model and structure cost to serve customer satisfaction human resources management identifying areas with exemplary processes performance training use of technology
Stakeholders may include:	business unit staff (own team) enterprise employees at management level with an interest in operations and performance outcomes external clients and suppliers with an interest in business planning including contracting organisations, recruitment suppliers, software and equipment suppliers
Risks may include:	damage to property/equipment environmental equipment/system failures financial/economic loss/failure industrial disputation natural disasters occupational health and safety political events product failure professional incompetence security failure (including criminal activities)

Unit Sector(s)

Management and Leadership - Management

BSBMKG401B Profile the market

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to profile a target market or market segments in accordance with a marketing plan and to develop market positioning strategies. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing team who are responsible for segmenting a target market to review alignment with organisational marketing objectives. This involves identifying viable market segments and profiling target consumers, and then defining the target market in more detail and developing strategies to position products and services. This unit is relevant to individuals working in a variety of marketing communications occupational roles, including advertising, direct marketing, promotional marketing, personal selling and public relations.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Segment the market	1.1. Identify criteria for use in segmenting the market in accordance with the marketing plan 1.2. Identify and access sources of information for segmenting and profiling markets in accordance with the marketing plan 1.3. Segment the market in accordance with identified criteria 1.4. Review market segments for their usefulness in terms of factors such as their size, potential, distinctive needs, easy identification of members or distinctive media use patterns 1.5. Select market segments to meet marketing objectives, and choose and apply new segmentation criteria if required
2. Identify the target market	2.1. Evaluate approaches to determining and describing the total market for a product or service 2.2. Define the target market in terms of the consumers to be included as prospective users of a product or service, and the selected market segments 2.3. Use segment descriptors to describe the target market 2.4. Identify available strategic marketing options and select targeting strategies that best meet the requirements of the marketing plan
3. Profile the target audience	3.1. Describe the total market and selected market segments in the form of a consumer profile 3.2. Identify consumer characteristics in standard statistical terms and/or the descriptive terms used in media selection in the consumer profile 3.3. Use demographic and/or psychographic descriptions in the consumer profile in accordance with the requirements of the marketing plan 3.4. Describe consumer attitudes to products or services being offered 3.5. Ensure profile meets organisational requirements in terms of language, format, content and level of detail
4. Develop a positioning strategy	4.1. Identify available positioning strategies and choose a strategy to meet marketing requirements and consumer profile 4.2. Write a positioning implementation plan containing several options, in accordance with organisational requirements 4.3. Submit plan to supervisor within specified time lines and make appropriate adjustments based on feedback

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to select targeting and positioning strategies that meet organisation's requirements culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice Free TV Australia Commercial Television Industry Code of Practice privacy laws sweepstakes regulations Trade Practices Act literacy skills to prepare reports and to interpret internal and external marketing information research skills to identify and analyse market segments and target markets.
Required knowledge
Australian Marketing Institute Code of Professional Conduct data collection and analysis techniques industry knowledge including: components of the marketing mix elements of marketing planning marketing communications concepts and processes organisational structures, roles, responsibilities, business and marketing plans product and service standards and best practice models relevant legislation from all forms of government that may affect aspects of business operation in addition to those listed above, especially in relation to occupational health and safety, environmental issues, equal opportunity, industrial relations and anti-discrimination statistical terms used by the Australian Bureau of Statistics.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing a market positioning strategy that documents market segmentation, consumer profiling, targeting and strategies relevant to a product or service being offered to the marketplace.
Context of and specific resources for assessment	Assessment must ensure: access to appropriate documentation and resources normally used in the workplace access to information on past profiling, segmentation and targeting performed for a product or service.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following assessment methods are appropriate for this unit: assessment of positioning implementation plan direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of the application of criteria to segment markets, selection of targeting strategies oral or written questioning to assess knowledge and understanding presentation of marketing profiling activities review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG402B Analyse consumer behaviour for specific markets BSBMKG507AInterpret market trends and developments.

Range Statement

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.
Criteria may include:	attitude average order value in units and dollars desired benefits business characteristics consumer needs demographics geography lifestyle lifetime value in units, dollars and number of transactions product or service usage psychographics recency and frequency of response to direct marketing activities social and cultural factors
Sources of information for segmenting and profiling markets may include:	advertising sales representatives existing research data industry sources media representatives original a priori research (where the market segments are assumed at the beginning and research is used to confirm them) original response based research owners or brokers of mail, email and phone lists sales representatives website operators
Usefulness in terms of size may include:	segments which are large enough to justify the expense of creating distinctive offers and creative executions small segments which are viable if telephone and email are used as communication media rather than other types of media
Potential may include:	high response of market segment members to test campaigns high response to previous campaigns by members of market segments
Distinctive needs may include:	specific price points specific products or services specific response vehicles such as: store visiting only website only response specific timing of communications such as: day of week seasonality time of day
Easy identification of members may include:	flags such as: postcode date of last purchase geographical location of segment members, such as: city metropolitan region regional centre rural region state or territory spending habits such as: one-off purchasers subscribers
Distinctive media use patterns may include:	age email use ethnic language television, newspapers and radio gender internet use mobile phone use special interests
Selection of market segments may be contingent upon:	expected frequency of purchase expected lifetime as customers expected volume of purchase how efficiently segment members can be reached with targeted communications one or more segments
Approaches may include:	describing total market in dollar or unit terms as gross sales of all other products or services similar to those offered by the organisation describing total market in prospect terms as those most similar to current customers identifying consumers with relevant needs identifying current users of a product or service identifying people with related characteristics
Prospective users may include:	market segment users most similar to current customers
Segment descriptors may include:	demographic descriptions geographic descriptions historic descriptions such as: volume of purchase frequency of purchase psychographic descriptions
Strategic marketing options may include:	advertising strategies such as: most cost effective creative executions most cost effective media or media vehicle for each segment most cost-effective media or media vehicle distribution strategies such as: one-step multi-step innovative strategies
Targeting strategies may include:	anniversary of first purchase concentrated, differentiated and mass strategies de-duping prospect lists against customer lists differentiation and segmentation ease of entry frequency of purchase gender geography of home or workplace growth considerations innovation market share media usage niche markets price sensitivity purchasing power recency of purchase sales volume
Standard statistical terms may include:	categories used by the Australian Bureau of Statistics in collecting and reporting census data media selection terms such as: behaviouristics demographics geo-demographic analysis of census data available from proprietary research suppliers geographic selections and segmentations
Demographic descriptions may include:	age date and place of birth disability education first language gender household income indigenous Australian languages spoken at home marital status nationality number and age of children occupation
Psychographic descriptions may include:	activities affiliations attitudes interests lifestyle opinions political views values
Positioning strategies may include:	competitive positioning conspicuous positioning convenience of use convenience to buy image perceptions market follower positions market leader positions Me-Too positioning prestige and exclusive positioning pricing quality repositioning service positioning uniqueness value positioning
Marketing requirements may include:	business-to-business marketing direct marketing ideas marketing marketing of goods public sector marketing services marketing telemarketing

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG402B Analyse consumer behaviour for specific markets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to analyse consumer behaviour to target marketing to specific markets and specific needs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing team who need to analyse consumer behaviour to examine the factors that impact on decisions to purchase products or services. Having thoroughly analysed consumer attitudes and behaviour, recommendations can be made on marketing strategies to increase consumption of the product or service being marketed. This unit analyses consumer behaviour in greater detail than BSBMKG401B Profile the market, which covers more generic profiling, targeting, and positioning strategy development and planning. This unit is relevant to individuals working within a variety of marketing communications occupational roles including advertising, public relations, direct marketing, promotional marketing or personal selling roles.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Confirm product or service market	1.1. Gather information on the market or market segment for a product or service in accordance with the marketing plan 1.2. Identify consumer attributes for the market or market segment from the market profile or existing customer data 1.3. Identify and test features of the product or service in accordance with the marketing plan
2. Assess the reasons for existing levels of consumer interest	2.1. Investigate consumer need for the product or service through analysis of trends and past performance 2.2. Review past marketing or positioning of a product or service in relation to the effectiveness of its focus of appeal 2.3. Assess, test and estimate the impact of individual, social and lifestyle influences on consumer behaviour for a product or service 2.4. Analyse consumer responses to previous marketing communications 2.5. Assess organisational behaviour capability to respond quickly to consumer demand for products or services in accordance with the marketing plan
3. Recommend a focus of appeal for marketing strategies for a product or service	3.1. Ensure marketing strategies address innate and acquired needs of consumers and appeal to the motives that influence decision making 3.2. Present a rationale for the focus of appeal that outlines how influences on consumer behaviour will be used to target effective marketing strategies 3.3. Ensure the focus of appeal meets legal and ethical obligations and the budgetary requirements of the marketing plan

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to prepare reports with complex marketing concepts research skills to investigate overall market trends, past product/service performance and consumer behaviour characteristics.
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and the principles of equal opportunity, equity, and diversity ethical principles Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice Free TV Australia Commercial Television Industry Code of Practice privacy laws industry and product or service knowledge marketing communication concepts and processes organisational structure, procedures and marketing objectives.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting and presenting an analysis of consumer behaviour including recommendations on what marketing strategies should be developed to influence consumers to be more inclined to purchase a product or service knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to past marketing performance review documents.
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: analysis of responses to case studies and scenarios assessment of written reports containing analysis of consumer behaviour and recommendations demonstration of techniques to analyse consumer behaviour direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of analysis conducted and resulting recommendations oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG401B Profile the market other marketing units.

Range Statement

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.
Information on the market or market segment may include:	customer segments such as: active customers inactive customers former customers demographics existing product usage lifestyle non-customer segments such as: core prospects non-core prospects social and cultural factors values or attitude factors
Marketing may include:	business-to-consumer marketing business-to-business marketing direct marketing ideas marketing marketing of goods public sector marketing services marketing telemarketing
Individual influences may include:	attitudes beliefs learning past experience perception personality self-image
Social influences may include:	culture family background family decision-maker/s social class socioeconomic factors
Lifestyle influences may include:	aspirations interests leisure activities
Consumer responses may include:	average order value preferred frequency of contact preferred medium of contact preferred medium of response preferred order size preferred price point for typical purchase preferred range of options within a single offer
Organisational behaviour may include:	contract buying group decision making modified re-purchase new purchases re-purchase
Legal and ethical obligations may include:	codes of practice cultural expectations and influences ethical principles relevant legislation policies and guidelines regulations social responsibilities such as: protection of children environmental issues societal expectations

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG408B Conduct market research

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conduct market research using interview and survey methodologies (not specialist statistical design and analysis) and to report on findings. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to non specialist market research personnel who have data and information gathering and analysis as a major part of their role and who are required to conduct market research. These individuals may work in areas such as marketing, communications, strategic planning and organisational development.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Conduct desk research to gather background market information	1.1. Conduct initial desk research using appropriate sources to gather background market information 1.2. Identify options for information collection and collation tools and methods 1.3. Determine and seek approval for reporting formats for market research documentation 1.4. Report initial research findings in approved formats in accordance with organisational procedures
2. Develop research methodology and objectives	2.1. Develop hypotheses and research objectives for market research 2.2. Identify options for quantifying data 2.3. Identify market research methodology and determine, develop, test and amend required survey tools 2.4. Determine and test methods of data extraction, collation and analysis
3. Recruit respondents	3.1. Interpret market research plans to identify potential respondents and their requirements 3.2. Identify respondents in line with research and organisational requirements 3.3. Recruit respondents in line with the agreed research methodology and organisational requirements
4. Gather data and information from respondents	4.1. Prepare and arrange resources for data gathering 4.2. Gather data and information using survey tools 4.3. Record data and information gathered in approved formats, in accordance with organisational procedures 4.4. Store and safeguard survey information and data in accordance with organisational procedures
5. Analyse research information	5.1. Conduct checks on quality of data and information collected 5.2. Select appropriate techniques to summarise data and information 5.3. Design software files for entering data and information 5.4. Process data using a method appropriate to research design 5.5. Interpret and aggregate data and information including categorisation, to provide observations relevant to research objectives
6. Prepare research reports	6.1. Collate and assess findings for relevance and usefulness to research objectives 6.2. Prepare research reports 6.3. Communicate research findings to relevant personnel and stakeholders in accordance with organisational procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities information management skills to categorise, store and retrieve market research information innovation and creativity skills to conceptualise, test and refine qualitative and quantitative questionnaires and other tools literacy skills to prepare reports containing complex ideas research and data collection skills to locate information sources, to design and analyse a market research strategy.
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and principles of equal opportunity, equity, and diversity Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice ethical principles Free TV Australia Commercial Television Industry Code of Practice privacy laws marketing communications concepts and processes market research principles and practices including: data processing methods and data analysis techniques design of samples development and use of hypotheses research reporting formats roles and uses of qualitative and quantitative research use of survey instruments requirements of house or other style manuals or protocols for written communication.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing and implementing a market research survey tool accurately recording and securely storing survey data in accordance with organisational procedures utilising a range of methodologies to analyse market research information documenting market research activities and findings in a research report.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources including computer hardware and software access to exemplar survey tools and recently used survey tools.
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: analysis of responses to case studies and scenarios analysis of survey tools direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of data collection techniques observation of presentations of market research results oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Appropriate sources of background market information may include:	published (including on the internet) data and information from: articles and advertisements business advisors clients and suppliers conferences government bodies industry associations and trade media other research projects reports from trade or professional associations annual reports reports to regulatory or funding bodies speeches enterprise information such as: sales data attendance figures
Information collection and collation tools and methods may include:	forms for recording information sources reviewed procedures for abstracting key information and citing sources rules for including or not including information and data reviewed
Reporting formats may include:	prose reports verbal presentations visual aids, such as: charts photographs tables
Market research methodologies may include:	brand equity research brand name testing concept testing consumer decision process research depth interviews descriptive techniques experimental techniques focus groups mystery shopping observational techniques projective techniques qualitative research quantitative research random sampling
Survey tools may include:	handouts one-on-one discussions overhead transparencies questionnaires small group discussions
Potential respondents may include:	current, past or potential clients key stakeholders persons identified from lists or directories staff
Research and organisational requirements may include:	legal requirements need for respondent to meet demographic or psychographic criteria need for respondent to represent an organisation, have specific expertise or knowledge, or meet other criteria quality assurance policy and procedures requirements for statistical validity in sampling
Resources for data gathering may include:	appropriate venues and rooms organisation of tables, chairs, audio and visual equipment, refreshments audio-visual recording and display devices telecommunications equipment and facilities
Checks may include:	ensuring data is: a true record of interview accurate adequately expressed authentic complete not fabricated ensuring others collecting data and information have studied and understood instructions keeping records on data sources, copyright and privacy information rejecting inadequate data and resurveying to overcome gaps reporting to senior personnel on issues and problems in data collection where required, verifying records of interview with respondents
Appropriate techniques to summarise data may include:	charts and tables coefficient of variation mean median mode percentile prose commentary range standard deviation statistical detailed analysis statistical overview variance
Software files may include:	databases with specified forms and fields spreadsheets with specified axes word processing programs with specified heading structures, text and table formats
Interpreting and aggregating data and information may include:	development of further hypotheses based on initial processing of raw data, and statistical tests of these hypotheses bringing together data or datasets statistical analysis of raw data using general or specialist software
Categorisation may include:	creation of a preliminary report table of contents with headings and subheadings under which data and information could be organised data tabulation in a format appropriate for the type of analysis to be performed development of basic market segmentation categories by demographic or psychographic characteristics
Research reports may include:	detailed data analysis explanation of methodology key observations and findings key summaries of data recommendation and implementation issues recommendations for future research references, citations and other correct acknowledgement for all non-original material

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG409A Design direct response offers

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design, implement and evaluate direct response offers which match organisational business and marketing objectives and resolve marketing problems. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing assistant or account manager role who are required to design direct marketing offers for products or services. Such individuals may work in small, medium or large enterprises across a variety of industries; they usually work with a team and customers to design offers. Direct response offers include payment related promises such as offers in relation to exchanging goods and services for money; terms of payment; performance and quality guarantees; delivery method; and time, place and method of order placement. Offers may also be made that do not involve payment matters, such as the offer of a free brochure or catalogue in return for providing a name and address.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Design offer components	1.1. Determine what will be supplied in direct response offer in conjunction with team members 1.2. Determine what the respondent must supply or do in response to offer 1.3. Select and document appropriate types of offer to be made to customers
2. Test direct response offers	2.1. Provide customers with a range of direct response offer options 2.2. Provide vehicles for customers to provide feedback on direct response offer options 2.3. Analyse customer responses to test offers and follow-up if appropriate 2.4. Modify products or services being offered based on customer feedback provided 2.5. Ensure offer option selected matches organisational marketing objectives and solves marketing problems 2.6. Match supporting material requirements to type of direct marketing sale
3. Select offer pricing structure	3.1. Evaluate factors affecting pricing to determine normal or average selling price of offer 3.2. Determine short-term pricing strategies 3.3. Select payment term options
4. Determine and design required customer service levels	4.1. Design process that ensures accepted offers are fulfilled promptly 4.2. Develop procedures to ensure prompt answers to queries and complaints regarding product or service 4.3. Ensure access to instant, accurate information about status of delivery of products or services and customer accounts, including after-hours, to provide enhanced customer service

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to design a range of direct response offers which elicit interest and response from customers culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities interpersonal skills to build relationships with clients numeracy skills to determine pricing of offers organisational and time management skills to sequence tasks and to meet time lines problem-solving skills to provide solutions to customer requirements and to solve organisational direct marketing problems
Required knowledge
teamwork skills to develop and refine direct response offers in response to customer feedback technology skills to use a range of office equipment (telephones, internet) and software (databases) to formulate and refine direct response offers.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing and testing a range of direct response offers which meet organisational marketing objectives developing a pricing structure, customer service levels and relevant support materials for at least one product or service presenting a direct response offer for a product or service.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources.
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: analysis of responses to case studies and scenarios assessment of examples of direct response offers demonstration of design, testing and refinement techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers tests of knowledge on offer component, offer type, pricing structure, customer service and creative options for direct response offers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG410A Test direct marketing activities other marketing units.

Range Statement

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.
What will be supplied may include:	additional products or services automatic delivery into the future brochures catalogues entry in a prize draw free trial periods guarantees instalment payment terms premiums product or service being offered sales presentations warranties
What the respondent must supply or do may include:	responding to a telephone call completing a response form transmitting a response form making a payment for things such as: insurance premiums order processing or account handling fees postage or freight fees product or service base price single or multiple instalments providing information such as: address bank account details birth date credit card account details email gender name PayPal account details phone number selecting a payment method such as: cash on delivery cheque company purchase order credit card e-cash money order wire transfer selecting preferred delivery method such as: delivery to third party transfer point delivery to local, regional, national, continental or international location pick up at supplier's premises
Types of offer may include:	making a direct sale from the organisation establishing an ongoing account where the response includes a commitment to future purchases such as: continuity of supply subscription generating a lead for a direct sale generating a lead for a sale by a third party such as: retailer wholesaler agent recording interest to generate information from customers and prospects which guides an organisation to modify existing offers and to create new offers
Options may include:	providing alternatives on: delivery methods order placement methods payment methods quantities available for purchase what is available to buy
Vehicles for customer feedback may include:	complaints forms feedback forms telephone hotlines web response forms
Modifying products or services may include:	adjusting, modifying, changing or replacing characteristics such as: appearance and behaviour of staff delivering products or services delivery methods design or content of brochures or catalogues sent in fulfilment of multi-step marketing offers maintenance and repair arrangements packaging quality, performance or customer satisfaction guarantee
Marketing problems may include:	high response rate with low profitability low average order value low response rate and high cost per response
Type of direct marketing sale may include:	one step sales requiring things such as: delivery details how to order presentation of products or services pricing of all possible response options multi-step sales requiring things such as: sending catalogues presenting the product or service making a sales presentation visiting stores third party sales
Factors affecting pricing may include:	those based on gross margin targets those based on economies of scale discounts for volume purchases fluctuations in purchasing cost of: capital energy labour raw materials
Short-term pricing strategies may include:	free or discount bonuses introductory prices for new customers sale prices
Payment term options may include:	credit provided by a marketing organisation leasing options such as: buyback hire purchase novated which credit cards are accepted

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG410A Test direct marketing activities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to design, construct and implement a direct marketing test program, analyse its outcomes, and act upon its findings in order to increase the likely success of direct marketing activities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing assistant or account manager role who are required to design and test direct marketing activities in relation to a product or service. They may work in small, medium or large enterprises in a variety of industries and typically undertake controlled experiments to test direct marketing activities before designing and implementing the activity. The results of such testing can be analysed to predict the likely success of the proposed direct marketing activities. Direct marketing experiments may include testing the offer, media, communication, timing or response components of direct marketing activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine appropriate testing methods	1.1. Establish rationale for conducting tests on direct marketing activities 1.2. Determine testable components of direct marketing activities that can substantially affect test results or can be differentiated without affecting other components 1.3. Evaluate and select appropriate testing methods for media being used and media component being tested
2. Design and conduct a test	2.1. Create a range of hypotheses to be tested 2.2. Formulate a number of possible scenarios expected at conclusion of test 2.3. Select minimum and maximum number of test cells 2.4. Define control cells and establish a method to identify all responses by cell of origin 2.5. Establish minimum significance variance in response 2.6. Apply test to selected offer components
3. Analyse and act upon test results	3.1. Use statistical techniques to analyse results 3.2. Determine whether test results provide a null, positive or negative result in relation to each hypothesis 3.3. Determine appropriate testing actions for results obtained 3.4. Refine, modify or change direct response offer components in accordance with testing results until final offer is created 3.5. Document and visually present testing results in format specified by organisational policies and procedures

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities information management skills to record, collate and transfer test results numeracy skills to interpret and analyse statistical information research and data collection skills to design and analyse tests of direct marketing offer components and direct marketing activities technology skills to use a range of office equipment and computers; and to use a range of statistical software applications, including databases, spreadsheets and specialist statistical programs relevant to marketing.
Required knowledge
overview of key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations, such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Conduct and 'Do Not Mail' and 'Do Not Call' service register Free TV Australia Commercial Television Industry Code of Practice privacy laws sweepstakes regulations Trade Practices Act marketing communication concepts and processes media options statistical methods, tests, and techniques for measurement and analysis software applications used in direct marketing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: isolating and selecting a direct response offer component to be tested creating and testing a range of hypotheses conducting and re-running tests on offer components until a satisfactory outcome has been reached knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources.
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: analysis of responses to case studies and scenarios assessment of written reports on testing activities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of testing results oral or written questioning to assess knowledge of statistical techniques review of test design.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Testable components may include:	communication components such as: copy proposition, content, style, tone and personalisation art direction production values offer components such as: product or service being offered additional products or services attached to the offer guarantees or warranties entry into a prize draw media components such as: type of medium specific media channels appearance within a media channel response components such as: response media selected response form characteristics timing components such as: date day of the week time of day frequency of repetition time gap between primary and secondary communications
Appropriate testing methods may include:	nth record split record rotation segmentation
Media may include:	cable or satellite television email fax free-to-air television phone print website
Media components may include:	specific channels within a medium such as: list segments lists programs specific publications appearance within a specific channel such as: duration during ad break size on which program
Appropriate testing actions may include those for:	null results in which the hypothesis is neither accepted or denied: re-running the test with larger test cells designing a new test for the same hypothesis designing a new test positive results in which the hypothesis is accepted: adopting the winning cell as the new test control negative results in which the hypothesis is denied: continuing with current control cells

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG411A Analyse direct marketing databases

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to collect, enhance, cleanse and analyse and utilise data for marketing purposes. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in entry level marketing roles who collect, analyse and store data such as customer or prospect lists, using databases in accordance with organisational procedures. Individuals undertaking these roles also analyse data to segment and profile prospective or existing customers, or to identify new direct marketing opportunities, prior to direct marketing offers being sent. Technical aspects in relation to designing, creating and generating reports from databases are covered in BSBITA401A Design databases.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect data	1.1. Determine purpose for acquiring data 1.2. Identify and analyse data requirements 1.3. Evaluate and select appropriate database system or database management service 1.4. Use appropriate methods to collect data or source data from external providers on prospects 1.5. Input and store data accurately, in accordance with organisational procedures and legal and ethical requirements
2. Enhance, cleanse and update data	2.1. Retrieve data in accordance with organisational requirements 2.2. Check list against 'Do not call', 'Do not mail' register 2.3. Remove duplication from database 2.4. Regularly cleanse and update data files to maintain accuracy 2.5. Determine whether to outsource data enhancing to third party services
3. Analyse and use data for direct marketing purposes	3.1. Segment and profile data according to demographic, psychographic and behaviouristic characteristics 3.2. Assess quality of data 3.3. Identify database fields with cross-selling and value-adding opportunities, and any changes in consumer behaviour 3.4. Use data analysis findings to design or test new direct marketing offers or for other direct marketing purposes 3.5. Modify and enhance existing direct marketing offers or other marketing activities in accordance with analysis findings

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
information management skills to store, record, retrieve and update customer information in direct marketing databases numeracy skills to perform calculations on customer list data organisational and time management skills to sequence tasks and to meet time lines research and data collection skills to obtain lists and customer information technology skills to use a range of office equipment such as telephone systems and computers; and to use a range of software (spreadsheets, word processing packages, databases).
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations, such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Conduct and 'Do Not Mail' and 'Do Not Call' service register privacylaws Trade Practices Act organisational policies, procedures, products, services and structure principles and techniques for recording, filing, and cataloguing data range of database software applications used in direct marketing.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: collecting, storing and accurately maintaining customer or prospect data used in a direct marketing campaign segmenting and profiling customer data according to specified characteristics analysing data to identify direct marketing opportunities and quality of data using data to design or modify new or existing marketing activities knowledge of relevant legislation, codes and standards.
Context of and specific resources for assessment	Assessment must ensure: access to existing client lists and databases access to office equipment and resources.
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: assessment of written reports on data analysis activities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of analysis, segmentation and profiling results or identification of marketing opportunities extracted from data observations of database cleansing, updating and enhancement oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBITU404AProduce complex desktop published documents BSBMKG401BProfile the market other marketing units.

Range Statement

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.
Database system may include:	MS Access MS Excel in-house, custom built databases
Appropriate methods may include:	acquisition of customer lists business cards obtained from conferences, trade fairs and exhibitions competition response forms obtaining lists from list brokers warranty forms
Legal and ethical requirements may include:	codes of practice such as Australian Direct Marketing Association (ADMA) Code of Practice cultural expectations and influences ethical principles relevant legislation such as: copyright privacy policies and guidelines regulations social responsibilities societal expectations
Cleansing and updating may include:	dealing with dead letters dealing with unsubscribes logging contact and payment details changes managing bounceback emails removing duplication return-to-sender letters
Demographic characteristics may include:	age date and place of birth disability education first language gender household income Indigenous Australian languages spoken at home marital status nationality number and age of children occupation
Psychographic characteristics may include:	activities affiliations attitudes interests lifestyle opinions political views values
Behavioristic characteristics may include:	benefits sought by buyer loyalty status of buyer readiness stage of buyer user status of buyer

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG412A Conduct e-marketing communications

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to prepare electronic advertisements for use in Internet, email or facsimile marketing communications, and to evaluate their effectiveness in achieving marketing objectives. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in advertising, public relations, marketing or promotional roles who are required to use electronic communications and existing business websites to effectively convey marketing communications and achieve marketing objectives in accordance with marketing or e-marketing plans.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare electronic advertisements	1.1. Choose media for electronic advertisements in accordance with the organisation's marketing (or e-marketing) strategy 1.2. Select multiple marketing channels to optimise marketing effort 1.3. Ensure copy and design elements communicate the desired image, features and benefits of the products or services, and suit the characteristics of the chosen media 1.4. Position and size each element of the advertisement to achieve balance and focus 1.5. Ensure typeface selections suit the product, the chosen media and the central message of the advertisement, and that the layout achieves balance in its elements including white space and margins 1.6. Ensure any added sound, animation or graphics enhance the content of advertisements and do not distract from the message 1.7. Ensure advertisements meet the requirements of the marketing strategy and legal and ethical requirements
2. Use business website as e marketing tool	2.1. Identify website marketing objectives in the organisation's marketing (or e-marketing) strategy and plan 2.2. Ensure the website design meets objectives and conveys the required image of the business and the features and benefits of its products or services 2.3. Ensure the website content, site map, navigation buttons, frames and multiple pages are in accordance with the marketing strategy and plan 2.4. Ensure the website incorporates data recording, contacts and feedback mechanisms to allow evaluation of the website as a marketing tool
3. Use electronic marketing	3.1. Identify the required media vehicles and website hotlinks for electronic advertisements, and negotiate contracts for website development where necessary to meet the requirements of the marketing strategy, budget and legal and ethical requirements 3.2. Promote marketing channels to identified target market segments 3.3. Place or disseminate electronic advertisements in accordance with the marketing strategy, media contracts and legal and ethical requirements
4. Monitor and evaluate results of e marketing	4.1. Monitor the transmission of the electronic advertisements or other e-marketing products and rectify any errors or omissions 4.2. Develop measures of effectiveness for e-marketing advertisements and monitor effectiveness 4.3. Evaluate the effectiveness of e-marketing advertisements against measures of effectiveness and record outcomes in accordance with organisational requirements 4.4. Use outcomes of evaluation activities and other feedback from marketing channels to plan for improvements to electronic marketing strategies and products

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills for graphic and multimedia design to create advertisements culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to interpret marketing, advertising and creative requirements and create e-advertisements technology skills to use a range of computer equipment and software used in conducting electronic marketing, accessing the Internet and using multimedia applications
Required knowledge
overview knowledge of key provisions of relevant legislation from all levels of government, codes of practice and national standards that affect business operations such as: Australian Direct Marketing Association Limited (ADMA) DirectMarketingCodeofPractice confidentiality requirements copyright laws defamation laws FACTS (Federation of Australian Commercial Television Stations) codes OECD International Guidelines for Consumer Protection in the Context of Electronic Commerce Australian Government's PolicyFrameworkforConsumerProtectioninElectronicCommerce and the AustralianE-commerceBestPracticeModel PrivacyAct1988 (Cth) sweepstakes regulations TradePracticesAct1974(Cth) anti-discrimination legislation and principles of equal opportunity, equity, and diversity industry products and services knowledge intellectual property requirements organisational structure, roles and responsibilities principles of marketing and advertising software applications used in conducting electronic advertising and marketing

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing at least one electronic advertisement for a product or service using electronic media to convey marketing communications consistent with an organisational marketing strategy and objectives monitoring and evaluating the results of electronic advertisements and marketing.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources.
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: assessment of electronic advertisements created and appropriateness of media used for the products or services direct questioning with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of electronic advertisements oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members or colleagues.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: advertising units other marketing units.

Range Statement

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.
Media may include:	bulletins chat rooms email facsimiles websites
Electronic advertisements may include:	auto responders banner exchanges bulk email e-zine (electronic magazine distributed or accessed via a file server) and webzine (web-site distributed electronic magazine) advertising e-zine and webzine publishing as a marketing tool FFA sites free or paid classifieds news groups search engine submission web rings
Legal and ethical requirements may include:	codes of practice confidentiality cultural expectations and influences ethical principles legislation policies and guidelines privacy regulations social responsibilities e.g. protection of children, environmental considerations societal expectations
Measures of effectiveness may include:	attitude measurements awareness measurements customer satisfaction ratings inquiry measurements media vehicle audience measurements opinion measurements readership measurements recall measurements sales measurements

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG413A Promote products and services

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to coordinate and review the promotion of an organisation's products and services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of the promotion of products and services specific to an organisation. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan promotional activities	1.1. Identify and assess promotional activities to ensure compatibility with organisational requirements 1.2. Plan and schedule promotional activities according to the marketing needs of the organisation 1.3. Determine overall promotional objectives in consultation with designated individuals and groups 1.4. Ensure that time lines and costs for promotion of activities are realistic and consistent with budget resources 1.5. Develop action plans to provide details of products and services being promoted
2. Coordinate promotional activities	2.1. Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals 2.2. Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel 2.3. Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation 2.4. Use networks to assist in the implementation of promotional activities
3. Review and report on promotional activities	3.1. Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and services 3.2. Assess effectiveness of planning processes to identify possible improvements in future activities 3.3. Collect feedback and provide to personnel and agencies involved in promotional activity 3.4. Analyse costs and time lines to evaluate the benefits accruing from the promotional activities 3.5. Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of promotional activities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to read a variety of texts; to prepare general information and papers; and to write formal and informal letters according to target audience technology skills to select and use technology appropriate to a task problem-solving skills to manage contingencies in promotional activities numeracy skills to analyse data and to compare time lines and promotional costs against budgets.
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 environmental issues occupational health and safety (OHS) planning processes for organising promotional activities organisational marketing plan and associated budgets.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing and delivering promotional presentations evaluating promotional impacts presenting and advocating promotional strategies within the organisation assessing and reporting on customer satisfaction
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 products/services and promotional strategies.
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 action plans developed for products and services being promoted analysis of responses to case studies and scenarios demonstration of techniques observation of presentations assessment of written reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing, sales or public relations units.

Range Statement

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.
Promotional activities may include:	advertisements client functions employee functions media announcements product launches web pages
Organisational requirements may include:	access and equity principles and practices confidentiality and security requirements defined resource parameters ethical standards filing and documentation storage processes goals, objectives, plans, systems and processes legal and organisational policies, guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurance and/or procedures manuals replacement and refund policy and procedures who is responsible for products or services
Designated individuals and groups may include:	colleagues committees customers external organisations line management supervisor
Personnel and resources may include:	management marketing funds organisational personnel promotional products samples technology time venue
Roles and responsibilities may include:	Code of Conduct job description and employment arrangements marketing plans organisation's policy relevant to work role skills, training and competencies supervision and accountability requirements including OHS team structures
Networks may include:	company customer internal media and promotional professional social
Feedback may include:	customer/client response employee data sales orders market share data focus groups

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG414B Undertake marketing activities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan, implement and manage basic marketing and promotional activities. It is a foundation unit that covers general and basic marketing and promotional activities that do not require detailed or complex planning or implementation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	The unit applies to people with no previous experience in marketing. It could be undertaken as part of a broader role of a person in a small enterprise, or as part of a marketing plan for a larger enterprise.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Research marketing information	1.1. Research the concept of marketing as it applies to the organisation 1.2. Identify and analyse organisation's marketing plan and relevant policies and procedures 1.3. Identify need for marketing activities from the established marketing plan 1.4. Investigate previous marketing activities for relevant information 1.5. Identify profile of the market segment 1.6. Identify positioning and market mix for each target segment 1.7. Identify outcomes expected from marketing activities
2. Plan marketing activities	2.1. Undertake analysis of collected basic marketing information 2.2. Develop and document work activity plans for marketing activities 2.3. Obtain approval of plans from relevant enterprise personnel
3. Implement marketing activities	3.1. Determine and access resources required for work activities 3.2. Undertake marketing activities within job role 3.3. Assist with assigning responsibilities and functions to relevant personnel performing specific marketing functions 3.4. Monitor marketing activities, and review and amend activity plan as required
4. Review marketing activities	4.1. Measure and record outcomes of marketing activities 4.2. Review marketing activities against expected outcomes and record identified improvements 4.3. Prepare reports of marketing activities and communicate to relevant enterprise personnel

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
learning skills to: select and use appropriate research methods review and learn from marketing activities to contribute to the organisation's marketing operations literacy skills to: prepare general information and papers for a target audience read a variety of texts write formal and informal letters planning and organising skills to develop implementation schedules problem-solving skills to address issues that may affect plans and their implementation research skills to: research the concept of marketing identify profile of marketing segment
Required knowledge
basic foundations of marketing practices: concept of marketing marketing planning process marketing mix segmentation targeting and positioning key provisions of relevant legislation and industry-specific regulations that may affect aspects of marketing, such as: anti-discrimination legislation codes of practice competition legislation consumer legislation environmental issues ethical principles OHS legislation privacy legislation trade practices legislation organisational policies and procedures relating to marketing specific product knowledge related to products and services being marketed

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: research into the foundations of marketing practice and how they apply to an organisation planning and implementing marketing activities reviewing the effectiveness of the marketing plan recording the activities and processes worked with.
Context of and specific resources for assessment	Assessment must ensure: access to a workplace or simulated work environment access to office equipment and resources examples of products or services to be marketed examples of marketing plans, policies and procedures.
Method of assessment	The following assessment methods 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 work activity plans for marketing activities analysis of responses to case studies and scenarios observation of presentations oral or written questioning to assess knowledge of marketing techniques and strategies analysis of documentation outlining the outcomes of marketing activities review of marketing activity reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Need may be determined by:	analysis of sales figures and other performance data analysis of client information direction from relevant enterprise personnel development of new products and services.
Marketing activities may include:	attendance at trade shows, conferences and other events basic advertising development and distribution of general promotional and informational materials development and distribution of samples, case studies, testimonials and other evidence of enterprise activity development of displays and signs development of media releases, articles and media background information information sessions for clients, suppliers and stakeholders online information telephone promotions.
Outcomes may include:	projections for: potential client enquiries detailed potential client follow-up sales and service levels.
Analysis may include:	market definition, statistics and basic research basic market segmentation target audience profiles.
Work activity plans may include:	activity monitoring and evaluation plans detailed implementation plans covering the how, what and when of activities financial plans human resource plans plans for other required resources time plans.
Relevant enterprise personnel may include:	coordinators owners managers section leaders supervisors team leaders.
Resources may include:	finance human resources resource contributions from suppliers and partners.
Relevant personnel may include:	administrators copywriters desktop publishers external consultants graphic artists and designers marketing specialists printers and sign-writers.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG415A Research international markets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to undertake market research to select markets to pursue. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working with minimal supervision but with the support and assistance of a more senior person within the organisation. The activities will be focused on the target market and will involve communication and executing tasks across cultural and geographic barriers. The tasks involved in marketing goods and services internationally include selecting and implementing appropriate marketing activities, and monitoring and reviewing marketing performance.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect information about target markets	1.1. Identify target markets for market research for international markets from brief or manager 1.2. Confirm information requirements for market research 1.3. Seek assistance as required, with sourcing and accessing required information 1.4. Identify and access sources of required information
2. Investigate trends in target markets	2.1. Collate required information from information sources 2.2. Apply statistical analysis tools to information to identify trends 2.3. Seek assistance as required, with analysing required information 2.4. Investigate causal influences 2.5. Document and report identified trends and causal influences to relevant personnel within the organisation
3. Utilise data in decision making	3.1. Base decision making on available data 3.2. Check consistency of decision making against data, and document a rationale for decision making in relation to markets to be pursued 3.3. Document and report recommendations to relevant personnel within the organisation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities research and data collection skills to maintain knowledge of potential opportunities literacy skills to document research findings and recommendations planning and organising skills to manage timelines.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organisation determinations cultural aspects relevant to international markets researched market research techniques and tools required formats for reporting outcomes of research available external and internal information sources related to international markets.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and documenting trends in the target market analysing information to validate trends making decisions based on available data knowledge of relevant Australian, international and local legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to relevant workplace documents access to information sources used by candidate.
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 documenting and reporting of identified trends analysis of responses to case studies and scenarios observation of presentations of research about international markets oral or written questioning to assess knowledge of cultural aspects relevant to international markets researched assessment of documentation reporting decision making recommendations in relation to markets to be pursued.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: research units international business units other marketing units.

Range Statement

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.
Target markets may include:	specific country or countries geographic region/s within specific country or countries specific sub-groups within selected areas combinations of above
Information requirements may include:	balance of payments data competitors cultural and social influences of consumers demand and unmet demand demographic data economic and socioeconomic data regulations on foreign investment size of market segments tariff and non-tariff barriers
Assistance may be sought from:	Austrade, state/territory departments and agencies, chambers of commerce industry or trade associations, other private organisations, consultants manager and colleagues within organisation
Sources may include:	academic publications and personnel Austrade, state/territory departments and agencies, chambers of commerce trade and business publications
Statistical analysis may include:	measures of central tendency measures of dispersion nature and degree of relationship between variables normal distribution probability curve sampling time series analysis
Trends may include:	buying patterns changes in demand and unmet demand demographics of decision maker/purchaser imports versus local sales seasonal variations
Causal influences may include:	attitude towards Australia and Australian products and services consumer awareness cultural considerations related to values, beliefs current availability of products or services economic or socioeconomic factors local alternatives to product or service perceptions of potential consumers
Decision making may refer to:	market entry strategy to be adopted markets selected for more in-depth research markets to be pursued
Relevant personnel may include:	chief executive officer of organisation, board of directors client for market research manager or supervisor marketing manager

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG416A Market goods and services internationally

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to market goods and service internationally in line with the organisation's marketing plan and marketing strategy for a specified international target market. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with a broad knowledge of marketing who contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They provide leadership and guidance to others and have limited responsibility for the output of others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Select appropriate marketing activities	1.1. Access marketing plan and marketing strategy for specific international target market 1.2. Seek clarification as required, to interpret marketing plan and marketing strategy 1.3. Draw up a potential range of marketing activities 1.4. Select activities based on cultural and social appropriateness, cost, viability and suitability in relation to market research undertaken 1.5. Seek and obtain assistance as required, to select appropriate marketing activities 1.6. Document selected marketing activities with costs and rationale for selection and obtain approval for implementation
2. Implement international marketing activities	2.1. Prioritise marketing activities and obtain resources for their implementation 2.2. Brief persons involved in the marketing effort on their roles and responsibilities as members of a self-managed team to ensure the success of marketing strategies 2.3. Implement promotional activities in accordance with marketing objectives and budgetary requirements 2.4. Assign responsibility for ongoing monitoring of marketing activities and evaluate business performance against objectives and targets 2.5. Ensure implementation of marketing activities meets legal, ethical and safety requirements, and cultural considerations
3. Monitor and review marketing performance	3.1. Monitor progress against performance, analyse performance gaps and take corrective action as required 3.2. Analyse over-performance against targets for trends and set new targets 3.3. Encourage all staff involved in marketing activities to propose ways to improve marketing performance 3.4. Implement processes to gather customer reaction to all aspects of the marketing mix to improve targeting and outcomes 3.5. Conduct ongoing research of customer and business requirements to identify opportunities for change and improvement and their timing 3.6. Analyse changes in market phenomena for new business opportunities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills sufficient to document marketing activities and strategies communication and negotiation skills to seek and use feedback to improve current practice.
Required knowledge
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organization determinations organisational client relationship strategy marketing concepts, principles and strategies evaluation and monitoring principles and strategies.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: implementing culturally appropriate marketing and promotional activities monitoring market performance identifying and making improvements to marketing activities and strategies knowledge of relevant Australian, international and local legislation.
Context of and specific resources for assessment	Assessment must ensure: access to relevant workplace documents access to customer feedback access to an actual workplace or simulated environment access to office equipment and resources.
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 documentation for selected marketing activities analysis of responses to case studies and scenarios observation of marketing presentations on goods and services oral or written questioning to assess knowledge of evaluation and monitoring principles and strategies assessment of analysis of changes in market phenomena for new business opportunities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: international business units other marketing units.

Range Statement

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.
Clarification may be sought from:	consultants manager, supervisor or relevant specialist staff specialist staff involved in marketing
Marketing activities may include:	advertisements client functions demonstration activities distribution of free samples employee functions media announcements product launches web pages
Assistance may be sought from:	Austrade, state/territory departments and agencies, chambers of commerce industry or trade associations, other private organisations, consultants manager and colleagues within organisation
Approval may be obtained from:	client manager or supervisor owner of organisation, chief executive officer, board of directors
Persons may include:	colleagues and self consultants overseas agents and representatives
Legal and ethical requirements and cultural considerations may include:	cultural expectations and influences environmental issues ethical principles legislation e.g. Trade Practices Act policies and guidelines regulations and codes of practice safety issues security and privacy issues social responsibilities societal expectations
Safety requirements may include:	occupational health and safety considerations, for example: establishing procedures for staff safety and security at promotional events health and safety arrangements for contractors safe handling of equipment and substances safety of staff working in remote and isolated locations e.g. communication arrangements
Processes may include:	advertisements client functions consultants demonstration activities distribution of free samples employee functions manager or supervisor or relevant specialist staff media announcements product launches specialist staff involved in marketing web pages
Opportunities for change and improvement may include:	ancillary services delivery times/quality market positioning packaging pricing structure product/service configuration raw materials

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG501B Identify and evaluate marketing opportunities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify, evaluate and take advantage of marketing opportunities by analysing market data, distinguishing the characteristics of possible markets and assessing the viability of changes to operations. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in senior marketing management roles who, together with a marketing team, identify, investigate and evaluate marketing opportunities to determine whether they meet organisational and marketing objectives. Based on this evaluation, changes to current business operations can be determined to take advantage of marketing opportunities. Adjusting the marketing mix in the light of new marketing opportunities is covered in BSBMKG502B Establish and adjust the marketing mix.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify marketing opportunities	1.1. Analyse information on market and business needs to identify marketing opportunities 1.2. Research potential new markets and assess opportunities to enter, shape or influence the market in terms of likely contribution to the business 1.3. Explore entrepreneurial, innovative approaches and creative ideas for their potential business application, and develop into potential marketing opportunities
2. Investigate marketing opportunities	2.1. Identify and analyse opportunities in terms of their likely fit with organisational goals and capabilities 2.2. Evaluate each opportunity to determine its impact on current business and customer base 2.3. Use an assessment of external factors, costs, benefits, risks and opportunities to determine the financial viability of each marketing opportunity 2.4. Determine probable return on investment and potential competitors 2.5. Describe and rank marketing opportunities in terms of their viability and likely contribution to the business
3. Evaluate required changes to current operations	3.1. Identify and document changes needed to current operations to take advantage of viable marketing opportunities 3.2. Ensure organisational changes to service an increased or different customer base include provision for continued quality of service to existing customers 3.3. Estimate resource requirements for changed operations 3.4. Determine and communicate viability of making changes to current operations to key stakeholders 3.5. Document newly identified marketing opportunities and required changes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to identify and interpret market information, to write in a range of styles for different audiences and to document outcomes and requirements numeracy skills to calculate and evaluate financial information on new marketing options research and evaluation skills to gain information on and interpret market trends to identify marketing opportunities.
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and the principles of equal opportunity, equity and diversity ethical principles marketing codes of practice and conduct such as the Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice; Free TV Australia Commercial Television Industry Code of Practice; and the Australian E-commerce Best Practice Model privacy laws Trade Practices Act organisational marketing plan, structure, products and services principles of marketing and the marketing mix statistical methods and techniques to evaluate marketing opportunities, including forecasting techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and evaluating marketing opportunities to determine whether they will meet organisational objectives documenting how current business operations will need to be modified and what resources will be required to take advantage of newly identified and evaluated opportunities.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to organisational strategic and marketing 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: analysis of responses to case studies assessment of written reports on identified marketing opportunities and evaluation activities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on opportunity identification, evaluation and required resources to capitalise on new marketing opportunities oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG502B Establish and adjust the marketing mix international business units other marketing units.

Range Statement

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.
Information on market and business needs may include:	comparative market information competitors' performance customer requirements legal and ethical requirements market share market trends and developments new and emerging markets profitability sales figures
Marketing may include:	business-to-business marketing direct marketing ideas marketing marketing of goods public sector marketing services marketing telemarketing
New markets may include:	e-commerce export markets segments of the market not currently penetrated
Contribution to the business may include:	effect on sales volume growth market share profitability
Evaluation may include:	investigation of: knockout factors present value analysis return on investment scored criteria weighted criteria
External factors may include:	codes of practice policies and guidelines regulations relevant legislation
Resource requirements may include:	additional staff distribution costs equipment production costs promotional costs research and development re-tooling staff training
Key stakeholders may include:	Board of directors finance staff human resources staff managers marketing personnel owners production staff supervisors

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG502B Establish and adjust the marketing mix

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to determine the optimum marketing mix for a business through analysis of inter related marketing components. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in marketing management roles responsible for developing the marketing and promotional mix within an organisation. They may also adjust the marketing mix when new marketing opportunities have been identified. The skills and knowledge required to evaluate and identify new market opportunities are covered in BSBMKG501B Identify and evaluate marketing opportunities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Evaluate each component of the marketing mix	1.1. Identify key characteristics of products or services and estimate their significance to the market 1.2. Review pricing policy and analyse pricing variables to determine their effect on demand 1.3. Analyse promotional methods to determine their importance to marketing outcomes 1.4. Review channels of distribution and estimate their significance in relation to marketing outcomes 1.5. Identify and analyse level of customer service provision to determine its significance to marketing outcomes 1.6. Identify potential customer base and key pressure points for success 1.7. Analyse and test the effect of the components of marketing mix on each other, and establish their relative importance to customer base
2. Determine marketing mix for specific markets	2.1. Identify and asses environmental factors for their impact on marketing mix 2.2. Identify consumer priorities, needs and preferences that affect marketing mix 2.3. Consider product, pricing, promotional, distribution and service variations, and evaluate these against marketing objectives, target market characteristics and desired positioning 2.4. Select marketing mix that best satisfies target market and meets marketing objectives 2.5. Ensure marketing mix decision meets organisational, strategic and operational marketing objectives
3. Monitor and adjust marketing mix	3.1. Monitor marketing mix against marketing performance and isolate components for testing 3.2. Evaluate implications of altering one or more components of marketing mix in relation to market factors and consumer response 3.3. Adjust components of marketing mix in response to test results and evaluation of market response 3.4. Ensure adjusted marketing mix meets budgetary requirements 3.5. Ensure adjusted marketing mix continues to meet organisational, strategic and operational marketing objectives, and desired positioning

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to identify market information, to write in a range of styles for different audiences and to interpret requirements numeracy skills to interpret testing results and to manage marketing budgets organisational and time management skills to design and adjust a marketing mix.
Required knowledge
key provisions of relevant legislation from all forms of government that may affect aspects business operations, codes of practice and national standards such as: anti-discrimination legislation and principles of equal opportunity, equity and diversity ethical principles marketing codes of practice and conduct such as the Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice; Free TV Australia Commercial Television Industry Code of Practice privacy laws Trade Practices Act organisational policies, procedures, products and services principles and concepts of marketing such as consumer or buyer behaviour and elements of marketing mix statistical techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing a report containing a description of activities undertaken to establish a marketing mix in an organisation, including information on each element of the marketing mix, such as: levels of customer service to be provided how a product or service will be distributed how a product or service will be priced whether additional products or services will be offered how the product or service will be promoted reporting on at least one review of the success of marketing mix activities developed including coverage of any necessary adjustments made.
Context of and specific resources for assessment	Assessment must ensure: access to an actual or simulated workplace access to office equipment and resources access to organisational and marketing strategic 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: analysis of responses to case studies and scenarios assessment of written reports on the marketing mix direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on the marketing mix or changes made to the marketing mix oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG501B Identify and evaluate marketing opportunities other marketing units.

Range Statement

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.
Characteristics of products or services may include:	brand brand loyalty compatibility with other products, services or equipment degree of customisation design durability ease of maintenance features flexibility functional performance innovativeness occupational health and safety issues packaging pollution hazard reduction quality range of size, colour or other factors reduction of risks to health and safety, such as noise robustness styling technical features upgrading volumes available
Pricing variables may include:	cost of ownership credit terms discount percentages discount structure financial deals leasing arrangements price point chosen psychological elements residual value sales special offers stage payments
Promotional methods may include:	impersonal promotion such as: advertising sales promotion personal promotion such as: direct marketing face-to-face selling personal selling segmentation
Marketing may include:	business-to-business marketing direct marketing ideas marketing marketing of goods public sector marketing services marketing telemarketing
Channels of distribution may include:	dealers delivery service distributors e-business franchisees internet mail order podcasts re-seller retail self-service telesales wholesale
Level of customer service may include:	after sales service call centre support electronic client service no customer service one-on-one personal service sales assistance for problems or queries only
Marketing mix may include:	customer service variables distribution variables pricing variables product or service variables promotional variables
Customer priorities, needs and preferences may include:	required or preferred products/services preferred price point preferred purchase volume in units and in dollars preferred method of payment preferred time and place for responding preferred time and place to take delivery preferred medium to respond to direct response offers such as: in person mail phone website

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG506B Plan market research

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan market research by identifying market research needs, defining market research objectives, identifying data gathering approaches and developing a market research plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in a non market research organisation who conduct market research planning at a managerial level. While market research planning can be undertaken as part of a broader role, it does require a good general knowledge of market research principles and practices, and a detailed understanding of the organisation's operations, objectives and the application of market research. This unit applies to managers who allocate responsibility to team members who conduct market research, covered by BSBMKG408B Conduct market research.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify market research needs	1.1. Communicate role of market research in enterprise operations to relevant personnel 1.2. Identify contribution of market research to enterprise activity 1.3. Analyse enterprise planning and performance documentation to determine research needs 1.4. Consult relevant personnel to determine research needs 1.5. Develop statement of market research needs
2. Define market research objectives	2.1. Draft research objectives 2.2. Undertake preliminary project scoping 2.3. Consult with relevant personnel on draft research objectives to ensure relevant and useful information is gathered 2.4. Review and finalise draft objectives in light of scoping parameters
3. Define data gathering approaches	3.1. Identify types of data required to inform objectives 3.2. Determine combinations of types of data to best inform objectives 3.3. Identify and evaluate suitable data gathering methods 3.4. Identify data sources 3.5. Quantify required data 3.6. Identify and evaluate suitable data processing methods 3.7. Make decisions in relation to data types, combinations, gathering methods, sources, quantities and processing methods
4. Develop market research plan	4.1. Estimate resources and time lines required for market research projects 4.2. Determine feasibility of market research projects 4.3. Prepare market research plan for approval 4.4. Obtain approval to implement plan from appropriate personnel as required

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
financial skills to set and manage market research budgets negotiation skills to gain approval for proposals from senior management organisational and time management skills to develop complex market research plans including time lines and options research and data collection skills to determine organisational market research requirements.
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and principles of equal opportunity, equity and diversity ethical principles marketing codes of practice and conduct such as the Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice privacy laws Trade Practices Act market research principles and practices including: data processing methods and data analysis techniques project design to meet given budgets and other resource constraints design of samples development and use of hypotheses role of research in enterprise development roles and uses of qualitative and quantitative research use of survey instruments project planning principles and practices including for: consultation and stakeholder involvement development of time lines, budgets and other implementation plans gaining of approvals needs analyses scoping practices statistical methods and techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and defining market research requirements in an organisation developing a documented market research plan describing the scope, objectives, time and budget for market research to be undertaken by an organisation.
Context of and specific resources for assessment	Assessment must ensure: access to data and information records from previous marketing research activities access to office equipment and resources.
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: assessment of documented market research planning activity reports and plans direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of communication with team members and senior management to refine market research planning activities observation of presentations on market research plan oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Relevant personnel may include:	clients customers enterprise owners managers supervisors suppliers
Contribution of market research may include:	best practice information about competitors, clients, stakeholders information to enable predictions for: marketing policy making service development and delivery strategic planning
Enterprise planning and performance documentation may include:	correspondence financial reports information about sales and sales force performance internal reports
Research needs may include:	research on competition: comparing consumer attitudes to an organisation's services and those of competitors identifying frequency of use of competitors' products and services identifying key competitors and their strengths measuring awareness research on consumers: developing detailed consumer profiles identifying changes in attitudes and behaviour patterns identifying existing, potential or lapsed consumers research on place: identifying attitudes towards location identifying cooperative opportunities for distribution of information or services identifying demand for products or services at other locations research on pricing: identifying attitudes towards prices identifying costs testing alternative pricing strategies research on products and services: evaluating competitors' products evaluating consumer attitudes towards presentation and packaging identifying potential new products or services or ones which may be at the end of their life cycle measuring attitudes towards existing products or services research on promotion: measuring advertising and promotion effectiveness testing alternative messages testing and comparing different media options
Project scoping may include:	human, financial and physical resources required and available need for external market research assistance possible research locations possible research methodologies possible sample size and nature of sample time required and available to conduct research
Types of data may include:	formal or informal comments and other feedback from client, customers, staff and others government statistics industry planning information qualitative data quantitative data sales figures
Data gathering methods may include:	case study investigation focus groups literature searches mail surveys one-on-one interviews in person or by telephone personal observation of performance structured or informal small group discussions supervised or unsupervised completion of questionnaires or other survey tools by respondents use of questionnaires and other tools by staff to record data about enterprise activities
Data processing methods may include:	data processing service experts manual or personal methods packaged analysis routines or programs specialist software packages
Decisions may include:	choices achievable with available resources, and costs and benefits of choices choices consistent with organisational policies and procedures choices that will best satisfy the research objectives
Feasibility of market research projects may include:	likely ease of implementing the recommendations quality and credibility of the methodology ultimate usefulness of the research whether similarly valid results can be obtained by other means

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG507A Interpret Market Trends And Developments

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conduct an analysis of market data in order to determine organisational and competitor business performance, and to prepare market and business forecasts that assist in targeting marketing activities and in drawing up a marketing plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to marketing professionals who use statistical techniques to analyse organisational and competitor marketing performance, and to interpret new and emerging trends when forecasting future business needs. Information gathered is used to assist in developing an organisation's marketing plan and to determine the current or potential future success of marketing strategies.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Interpret trends and market developments	1.1. Use statistical analysis of market data to interpret market trends and developments 1.2. Analyse market trends and developments for their potential impact on the business 1.3. Use measures of central tendency or dispersion and correlations between sets of data for quantitative interpretation of comparative market data 1.4. Perform qualitative analysis of comparative market information as a basis for reviewing business performance 1.5. Analyse the market performance of existing and potential competitors and their products or services, to identify potential opportunities or threats
2. Analyse qualitative results	2.1. Analyse performance data from all areas of the business to determine success of marketing activities 2.2. Identify over-performing and under-performing products and services to be considered for redevelopment or withdrawal 2.3. Forecast existing and emerging market needs based on information available using forecasting techniques
3. Report on market data	3.1. Prepare, plot and interpret data for visual presentation 3.2. Assess visual presentation for potential problems, and take any necessary corrective action 3.3. Report on analysis of market data to meet organisational requirements in terms of content, format, level of detail and scheduling

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
facilitation and presentation skills to present statistical findings literacy skills to prepare reports containing complex ideas and concepts numeracy skills to use a range of statistical analysis techniques and elementary probability.
Required knowledge
economic, social, and industry directions and trends key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation consumer laws including appropriate state/territory legislation ethical principles marketing codes of practice and conduct such as the Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice privacy laws Trade Practices Act software applications especially spreadsheets and statistical packages, and use of the internet statistical methods and techniques, and reporting formats.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying a range of statistical techniques to analyse market trends and developments, current marketing performance and comparative market information documenting analysis of market data including visual presentation of findings.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources.
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: analysis of responses to case studies and scenarios assessment of written reports presenting findings of statistical analysis demonstration of statistical and forecasting techniques in the workplace direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG401B Profile the market BSBMKG402B Analyse consumer behaviour for specific markets BSBMKG501B Identify and evaluate marketing opportunities.

Range Statement

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.
Statistical analysis may include:	conversion rate of leads to sales measures of central tendency particularly for such things as: average order value average response rate measures of dispersion nature and degree of relationship between variables net response rate normal distribution probability curve sampling time series analysis such as: speed of response curve recency or frequency grids lifetime value of customers net present value of customers
Data may include:	charts curves graphs spreadsheets
Market trends and developments may include:	changes in technology changes in supplier prices demographic trends ecological and environmental trends economic trends (local, regional, national, international) government activities e.g. interest rates, deregulation industrial trends penetration of new technologies social and cultural factors
Measures of central tendency or dispersion and correlations may include:	cross-tabulations for grouped or ungrouped data mean median mode Z, T and chi square tests
Sets of data may include:	geodemographic segmentations available from proprietary suppliers such as: ACORN MOSAIC PRIZM segmentation by customer lists such as: average order value by units or dollars geography lifetime value by units, dollars and transactions recency and frequency or response/purchase segmentation of the prospect list by: demographic match with customers geographic match with customers psychographic match with customers
Comparative market information may include:	best practice information books and articles, including: academic business general industry brochures direct mail packages documentaries and interviews on broadcast media inter-firm comparison data international benchmarking internet public or proprietary research speeches
Performance of existing and potential competitors may include:	comparisons about: corporate share price market share number of customers profitability sales in units or dollars
Opportunities may include:	alliances cooperative ventures exports extending, expanding or otherwise changing an existing business through: increasing customer numbers increasing average order value increasing lifetime value of the customer reducing costs of marketing improving current products/services developing new distribution channels franchising joint ventures new products or services for existing markets new products or services for new markets potential for greater penetration of existing markets with existing products or services strategic alliances
Threats may include:	new competitor entering the market new products or services being launched by existing competitors increased number of inactive customers resulting in reduced average lifetime reduced average order value resulting in reduced average lifetime value
Forecasting techniques may include:	Delphi techniques model building projection scenario planning surveys of intentions top-down forecasting bottom-up forecasting

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG508A Plan direct marketing activities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan direct marketing activities that match organisational objectives. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals in a marketing management role who are responsible for planning direct marketing activities, including formulating direct marketing plans. They may work in small, medium or large enterprises across a variety of industries. People in this role develop the direct marketing plans and would usually supervise a team who would have the task of implementing the plans.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Develop direct marketing strategies	1.1. Develop customer acquisition strategies which include objectives related to numbers of new customers, cost of recruiting, media options and promotional activities within an overall budget 1.2. Develop customer retention strategies that relate to customer needs and wants, customer buying patterns, opportunities for up-selling or cross-selling, and customer renewals and reactivations 1.3. Develop customer loyalty strategies that address relationship marketing objectives and contribute to long-term partnerships
2. Select direct marketing activity	2.1. Analyse changes in market trends to identify and select direct marketing opportunities 2.2. Compare advantages and disadvantages of types of direct marketing activity 2.3. Select most appropriate direct marketing activity 2.4. Match direct marketing activity to business objectives
3. Produce a direct marketing plan	3.1. Document direct marketing objectives and purpose 3.2. Analyse previous response data to determine performance gaps and required corrective actions 3.3. Calculate costs of direct marketing activities 3.4. Select methods to report and measure effectiveness of direct marketing activities 3.5. Assign responsibilities to team members for data capturing and reporting

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to identify new direct marketing opportunities based on changing market trends culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to write reports with complex concepts and ideas numeracy skills to set direct marketing budgets.
Required knowledge
economic, social, industry, and media directions, trends, practices and techniques key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice and 'Do Not Mail' and 'Do Not Call' service register Free TV Australia Commercial Television Industry Code of Practice privacylaws sweepstakes regulations Trade Practices Act organisational policies and procedures.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing a documented direct marketing plan providing information on the: objectives of the direct marketing activity type of direct marketing strategies and activities to be undertaken analysis of previous data and any corrective actions taken budget methods to measure effectiveness.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to previous direct marketing activity data.
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: analysis of responses to case studies and scenarios assessment of written reports demonstration of direct marketing planning techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units advertising units sales units.

Range Statement

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.
Types of direct marketing activity may include:	advertising program such as: collecting data from advertisers to send a prospect to a third party prospect responding to advertiser purchasing a product or service from a third party distribution program such as: direct purchase of product or service from advertiser innovation program
Direct marketing objectives may include:	net growth of customer base through: increase in acquisition reduced attrition increased relationship building target sales in units and dollars
Performance gaps may include:	low response rate cost per response too high average order too low
Corrective actions may include:	dropping under-performing segments increasing frequency of contact to existing lists or audiences offering inducements to purchase greater volume testing or using more attractive offers testing or using new lists or audiences using less expensive communications tactics
Costs may include:	maximum profitable acquisition cost at current lifetime value of new customers maximum profitable cost to generate average sale from existing customer segments
Methods to measure and report effectiveness may include:	annual attrition rate gross profit per message transmitted net response rates ration of marketing cost to sales income

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG509A Implement and monitor direct marketing activities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement, monitor and evaluate the effectiveness of direct marketing activities in accordance with an organisation's marketing plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in marketing management roles who are responsible for managing a team to implement direct marketing activities for a product or service. They may work in small, medium or large enterprises and across a variety of industries.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Allocate responsibilities for direct marketing activities	1.1. Critically analyse criteria for setting priorities for direct marketing activities, in accordance with marketing plan and organisational direct marketing requirements 1.2. Assemble required resources to conduct direct marketing activities 1.3. Brief staff and suppliers on their budgets, time lines, roles and responsibilities 1.4. Develop forms for conducting direct marketing activities and recording responses
2. Implement direct marketing activities	2.1. Schedule work on each campaign element according to lead times required for different media and in accordance with marketing plan 2.2. Ensure staff and suppliers meet agreed production schedule and budget 2.3. Identify any likely variations in production budget, raise with relevant persons as required and gain approval for variations 2.4. Make provisions to cover promotion over-performance 2.5. Implement direct marketing activities in accordance with direct marketing plan objectives 2.6. Ensure activities are implemented in accordance with legal and ethical requirements
3. Monitor direct marketing activities	3.1. Record responses at regular intervals throughout the campaign 3.2. Identify and use evaluation criteria to determine campaign effectiveness 3.3. Determine whether campaign is over-performing 3.4. Implement new targets and procedures to capitalise on positive over-performance 3.5. Modify direct marketing activities to extinguish non-profitable over-performance
4. Determine continuous improvement opportunities	4.1. Analyse success indicators of direct marketing campaign 4.2. Document campaign performance in accordance with organisational reporting requirements 4.3. Encourage team members to identify and propose ways to improve campaign performance 4.4. Determine, document and assign responsibilities for required improvements to future direct marketing campaigns

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills to ensure required resources are obtained from team members and external suppliers literacy skills to prepare reports with complex concepts and ideas numeracy skills to analyse performance of direct marketing activities and to run campaign budgets organisational and time management skills to sequence tasks and to meet time lines teamwork skills to support a team involved in direct marketing activities.
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations, such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice and 'Do Not Mail' and 'Do Not Call' service register Free TV Australia Commercial Television Industry Code of Practice privacylaws sweepstakes regulations Trade Practices Act organisational policies and procedures software applications used in direct marketing activities such as databases.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: allocate responsibilities to team members and external suppliers for at least one direct marketing campaign coordinate resources, tools and personnel required to implement direct marketing campaign monitor and evaluate performance of direct marketing campaign analyse campaign performance involving team at conclusion of campaign.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to marketing plan and past campaign performance data and information.
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: assessment of written reports demonstration of direct marketing techniques in a workplace environment direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on campaign performance oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG410A Test direct marketing activities BSBMKG514A Implement and monitor marketing activities other marketing units.

Range Statement

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.
Criteria for setting priorities may include:	what needs doing first what promises to deliver the highest return what requires the greatest financial, human and other resources
Required resources may include:	customer lists data databases financial software staff
Roles and responsibilities may include:	art direction chasing data that has not been provided development of copy development of design media planning media buying obtaining lists
Forms may include:	hard copy documents digital offline (email) records digital online (direct to database) records
Media may include:	cable or satellite television email facsimile free-to-air television phone print website
Provisions to cover promotion over-performance may include:	conducting thorough and rigorous sales forecasts ensuring website can cope with high volume having a buffer stock of product or service brochures or other promotional materials to cover better than expected response rates taking steps to ensure availability of adequately trained call centre staff
Legal and ethical requirements may include:	Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice Free TV Australia Commercial Television Industry Code of Practice privacy laws state/territory regulations regarding sweepstakes Trade Practices Act
Regular intervals may include:	daily hourly three monthly weekly
Evaluation criteria may include:	average order size (units) average order value (dollars) calculating the total response in terms of: dollars orders units cost per response gross profit per attempted contact response rate calculated as a percentage of attempted contacts such as: copies of publication distributed emails actually sent phones actually answered phones actually rung pieces actually mailed right party contacted website click throughs website visits
Non-profitable over-performance may include:	customer service issues related to not following up leads quickly excessive processing and fulfilment costs low gross profit per contact low margin offer priced too low
Success indicators may include:	customer satisfaction levels maintained or improved materials delivered on time and within budget number of responses and cost per response meeting budget all tasks completed on time

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG510B Plan e-marketing communications

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to research, prepare and evaluate an organisational e-marketing plan that integrates electronic communications and website marketing in support of marketing objectives. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to managers working in advertising, public relations, marketing or promotional roles who plan electronic communications to effectively convey marketing communication messages and support achievement of marketing objectives.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare an electronic marketing strategy or plan	1.1. In consultation with relevant personnel, determine electronic marketing purpose and objectives that reflect the organisation's strategy, direction and values 1.2. Develop an electronic marketing (e-marketing) strategy or plan that addresses the aims and targets of the organisation's existing business or marketing plan, and is consistent with organisational and budgetary requirements 1.3. Develop a value proposition for the e-marketing strategy or plan 1.4. Identify, cost and detail electronic marketing tools for the organisation and its products and services in the e-marketing strategy or plan 1.5. Identify and incorporate electronic marketing approaches, tools and strategies to reach target market and achieve objectives 1.6. Ensure e-marketing strategy or plan includes an action plan, schedule and budget estimates for developing and implementing electronic marketing strategies 1.7. Ensure e-marketing strategy or plan includes effectiveness measures and meets legal and ethical requirements
2. Prepare and evaluate a website marketing strategy	2.1. Evaluate website marketing objectives to ensure they are consistent with e-marketing strategy or plan, and modify if required 2.2. Establish strategies for evaluation of the website as a marketing tool 2.3. Evaluate website design according to overall e-marketing strategy or plan to ensure the design projects required image of the organisation and conveys the features and benefits of products or services, and recommend modifications if required 2.4. Evaluate website data recording, contacts and feedback mechanisms as part of the website evaluation 2.5. Develop website marketing strategy in accordance with, and for inclusion in, e-marketing strategy or plan 2.6. Integrate website marketing strategy into the overall e-marketing strategy or plan 2.7. Evaluate effectiveness of website marketing strategy

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills toimplement marketing strategies initiative and enterprise skills to identify marketing approaches, tools and strategies that meet organisation's objectives learning skills to: evaluate a website marketing strategy learn from this evaluation to improve the organisation's operations literacy and numeracy skills to: interpret organisational and budgetary requirements write electronic marketing plans or strategies planning and organising skills to plan e-marketing strategies technology skills to use a range of computer software and electronic equipment when conducting electronic marketing
Required knowledge
characteristics of a range of electronic marketing tools and: associated benefits for use with e-marketing challenges with implementation, for example costs, and availability of technology overview knowledge of key provisions of relevant legislation that affect business operations, codes of practice and national standards, such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice Australian Communications and Media Authority (ACMA)Australian eMarketing Code of Practice Australian Marketing Institute Code of Marketing Practice confidentiality requirements copyright laws defamation and libel laws Federation of Australian Commercial Television Stations (FACTS) codes Organisation for Economic Cooperation and Development (OECD) Guidelines for Consumer Protection in the Context of Electronic Commerce Australian government's policy framework for consumer protection in electronic commerce and the Australian E-commerce Best Practice Model Privacy Act 1988 (Commonwealth) sweepstakes regulations Trade Practices Act 1974 (Commonwealth) foundation principles of marketing communications, consumer behaviour and opportunities for electronic marketing

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of an e-marketing strategy or plan for at least one product or service, containing: action plan schedule costings monitoring strategy evaluation methods development of a website marketing strategy for a product or service that meets overall organisational e-marketing objectives.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment office equipment and resources relevant organisational strategies and plans.
Method of assessment	The following assessment methods are appropriate for this unit: assessment of reports outlining electronic and website marketing strategies and reports review of portfolios of evidence and third-party workplace reports of the development of e-marketing and website marketing strategies observation of presentations of strategies and plans oral or written questioning about characteristics of e-marketing tools, and their benefits and challenges review of case studies about e-marketing strategies.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Relevant personnel may include:	business owners in-house, outsourced or otherwise contracted personnel management technology personnel.
Purpose may include:	building and maintaining customer relationships through electronic communications collecting direct responses distributing information via internet generating leads by attracting potential customers internet advertising online transactions.
Value proposition may include:	benefits a company can derive from using electronic commerce benefits a company's products or services provide to customers consumer need that is being fulfilled.
Electronic marketing tools may include:	electronic advertisements, such as: affiliate marketing auto responders banner exchanges bulk email directory listing e-zine and webzine publishing as a marketing tool free for all (FFA) sites free or paid classifieds news groups pop-up advertisements search engine submission interactive TV media, such as: bulletins chat rooms emails facsimiles websites mobile technology, such as: 3G mobile phones personal digital assistants (PDAs) online, such as: catalogues customer services press releases surveys web rings.
Effectiveness measures may include:	attitude measurements awareness measurements customer satisfaction ratings inquiry measurements media vehicle audience measurements opinion measurements readership measurements recall measurements sales measurements.
Legal and ethical requirements may include:	codes of practice, e.g. Australian eMarketing Code of Practice confidentiality cultural expectations and influences ethical principles legislation policies and guidelines privacy social responsibilities e.g. protection of children and environmentally sustainable practices societal expectations.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG511A Analyse data from international markets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to analyse data from international markets. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with managerial responsibility for interpreting international trends and market developments, interpreting competitor market performance and reporting on market data. The purpose and intent of reporting on market data is to assist the organisation to target marketing activities and to draw up marketing plans.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Interpret trends and market developments	1.1. Use statistical analysis of Australian and international market data to interpret international market trends and developments 1.2. Analyse trends and developments within Australia and relevant international settings for their potential impact on international business activity within target market 1.3. Identify aspects of culture that may have an impact on international business activity within target market 1.4. Use measures of central tendency/dispersion and correlations between sets of data for quantitative interpretation of comparative international market data 1.5. Perform qualitative analysis of comparative international market information as a basis for reviewing business performance in international settings
2. Interpret competitor market performance	2.1. Analyse the international market performance of existing and potential competitors and their products or services to identify potential opportunities or threats 2.2. Compare international business performance to that of competitors to identify market position
3. Report on market data	3.1. Prepare, plot and interpret data for visual presentation 3.2. Assess visual presentation for potential problems and take corrective action if necessary 3.3. Ensure report meets organisational requirements in terms of content, format and level of detail 3.4. Submit report within the required timeframe

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to profile international markets, audiences and segments culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities evaluation and assessment skills to investigate international business opportunities literacy skills to write reports with complex ideas and concepts technology skills to use a range of software to collect and analyse international market data.
Required knowledge
cultural, historical, political, economic and general knowledge of international events that may have an impact on international business activity identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Customs Act Dangerous Goods Act International Commercial Terms (INCOTERMS) trade modernisation legislation: Customs Legislation Amendment and Repeal Act, Import Processing Charges Act, Customs Depot Licensing Charges Amendment Act Trade Practices Act Warsaw Convention World Trade Organisation determinations sources of external and internal information on international markets research, data analysis and statistical analysis techniques relevant to market data variety of statistical techniques for use in analysing market data.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: analysis of market data to inform the process of targeting marketing activities and the drawing up of a marketing plan examples where the candidate has analysed and reported on market data, including interpreting trends and market developments and competitor market performance data documentation of results of analysis in a report knowledge of cultural, historical, political, economic and general knowledge of international events that may have an impact on international business activity.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to workplace documents including completed reports access to information sources used by candidate.
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 comparison of international business performance to that of competitors analysis of responses to case studies and scenarios demonstration of data analysis techniques observation of presentations oral or written questioning to assess knowledge of international markets and strategies assessment of data analysis reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG517AAnalyse consumer behaviour for specific international markets.

Range Statement

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.
Statistical analysis may include:	measures of central tendency measures of dispersion nature and degree of relationship between variables normal distribution probability curve sampling time series analysis
Trends and developments may include:	changes in technology demographic trends ecological/environmental trends economic trends (local, regional, national, international) government activities e.g. interest rates, deregulation industrial trends political events such as: wars internal conflicts forthcoming elections social and cultural factors
Aspects of culture may include:	attitude of overseas countries to Australia and Australians degree of fiscal conservatism or liberalism within culture family structures, and usual purchasers and decision makers in families religion values and beliefs
Measures of central tendency/dispersion and correlations may include:	benchmarking against Australian performance cross-tabulations grouped or ungrouped data inter-firm comparison data international benchmarking mean median mode Z, T and chi square tests
Comparative international market information may include:	benchmarking against Australian performance best practice information inter-firm comparison data international benchmarking
Opportunities may include:	cooperative ventures extending, expanding or otherwise changing an existing business franchising joint ventures new products or services for existing markets new products or services for new international settings or within other regions of existing international settings potential for greater penetration of existing markets with existing products or services strategic alliances
Visual presentation may include:	desktop published reports of market data graphical data including pie/bar/column graphs material using a variety of media such as video, audio, CD-ROM, photographs, slides, film

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG512A Forecast international market and business needs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to gather intelligence about the target international market and to use that information in the business. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with managerial responsibility for forecasting international and business needs including collecting market intelligence, reviewing current business performance and capability, evaluating specific markets and documenting how the business can meet current and emerging needs of the target market.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Collect market intelligence	1.1. Gather and document market intelligence through networking activities and participation in activities such as trade fairs, conferences, and/or professional development activities 1.2. Identify and access further sources of market intelligence 1.3. Evaluate commercial services providing market intelligence for value-for-money and quality of market intelligence, and access as required 1.4. Collate and analyse market for relevance and applicability to the organisation's international business activity and undertake an evaluation of marketing performance
2. Review current business performance and capability	2.1. Confirm core activities, customer base, business values and current business direction 2.2. Identify current international marketing performance and effectiveness of past international marketing or positioning 2.3. Review performance data from all areas of the business to identify strengths, weaknesses and critical success factors relevant to international business activity 2.4. Identify and assess current capabilities and resources to identify areas for improvement or exploitation within international markets 2.5. Identify under-performing products or services within international markets for re-development or withdrawal 2.6. Confirm the strength and current competitive position of the business within international markets
3. Evaluate the specific market	3.1. Identify and analyse trends and developments having an impact on international business activity for their potential impact on the business 3.2. Gather and analyse comparative international market information as a basis for reviewing business performance 3.3. Analyse the market performance internationally of existing and potential competitors and their products or services to identify potential opportunities or threats within international business markets 3.4. Identify and tap sources of intelligence for advance warning of new products, services, technology or new international markets for the business 3.5. Identify and analyse the legal, ethical and environmental constraints of the international market for their effect on international business activity
4. Document how business can meet current and emerging needs of the target market	4.1. Identify, analyse and document poor/under-servicing of existing international market needs by the organisation and/or its competitors 4.2. Identify changes in international markets that link positively to the organisation's strengths or capabilities 4.3. Consider the advantages and disadvantages of forecasting techniques in relation to the required outcome, and select technique/s in accordance with organisational requirements 4.4. Forecast and justify emerging international market needs in terms of available information 4.5. Identify the needs of the business in terms of changes required to improve performance or to address an international market opportunity

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to evaluate current business performance culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities evaluation and assessment skills to gather and analyse international market and business requirements when creating market forecasts forecasting skills literacy skills to write reports with complex ideas and concepts market analysis skills technology skills to use a range of software to create forecasts.
Required knowledge
cultural, historical, political, economic and general knowledge of international events that may have an impact on international business activity market analysis tools identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: occupational health and safety privacy Trade Practices Act World Trade Organisation determinations software programs and electronic media available to conduct forecasting sources of external and internal information on international markets range of products or services marketed by business in international settings.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: undertaking of analysis to forecast international market and business needs, including: collection of market intelligence review of current business performance and capability evaluation of specific international markets written report of how the business can meet current and emerging needs of targeted international markets knowledge of market analysis tools.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to relevant information sources access to workplace documents.
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 performance data from all areas of the business analysis of responses to case studies and scenarios observation of techniques used to gather market intelligence oral or written questioning to assess knowledge of sources of external and internal information on international markets analysis of trends and developments having an impact on international business activity in terms of their potential impact on the business assessment of forecast of emerging international market needs.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: international business units other marketing units.

Range Statement

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.
Sources may include:	business advisory services commercial sources of market intelligence provided by specialists and consultants databases financial institutions information from Austrade and state/territory government agencies, chambers of commerce internet new networking opportunities official statistics peers professional/trade associations and publications
Evaluation may include:	comparative analysis competitive analysis life cycle models product portfolio analysis strengths-weaknesses-opportunities-threats (SWOT) analysis value chain analysis
Marketing may include:	business-to-business marketing direct marketing e-business ideas marketing marketing of goods public sector marketing services marketing telemarketing
Performance data may include:	accidents complaints coverage faults penetration production time and cost profitability sales share warranties
Areas of the business may include:	finance marketing overseas representatives or branches of the organisation personnel production
Capabilities and resources may include:	situational factors such as: 24-hour operation age and life of business equipment capacity of equipment relative to current output communications competence of staff relative to business needs human and financial resources industrial relations climate level of technology location/position transport distribution channels intangibles such as: brand 'feel good' factor image perceived quality or value service social acceptability style
Trends and developments may include:	changes in technology demographic trends ecological/environmental trends economic trends (local, regional, national, international) government activities e.g. interest rates, deregulation industrial trends political events (wars, internal conflicts, forthcoming elections) social and cultural factors
Comparative international market information may include:	benchmarking against Australian performance best practice information inter-firm comparison data international benchmarking
Opportunities may include:	consideration of applications and costings for trademarks, patents and standards accreditation cooperative ventures extending, expanding or otherwise changing an existing business franchising joint ventures new products or services for existing markets new products or services for new international settings or within other regions of existing international settings potential for greater penetration of existing markets with existing products or services strategic alliances
Legal, ethical and environmental constraints may include:	Australian, international and local context of legal and ethical obligations codes of practice cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children, environmental issues societal expectations
Forecasting techniques may include:	bottom-up forecasting Delphi techniques model building projection scenario planning surveys of intentions top-down forecasting

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG513A Promote products and services to international markets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to promote products and/or services of the business within specified international markets. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with managerial responsibility for promoting products and/or services to international markets. This includes planning, coordinating, reviewing and reporting on promotional activities. Management of promotional activities may involve geographic separation from these activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Plan promotional activities	1.1. Access marketing plan for international business activity to inform planning of promotional activities 1.2. Access relevant information sources to support planning of promotional activities 1.3. Identify and assess promotional activities to ensure compatibility with organisational requirements and cultural appropriateness 1.4. Plan and schedule promotional activities according to the marketing needs of the organisation 1.5. Determine overall promotional objectives in consultation with designated individuals and groups both in international and domestic settings 1.6. Ensure time lines and costs for promotion of activities are realistic and consistent with budget resources 1.7. Develop action plans to provide details of products and/or services being promoted
2. Coordinate promotional activities	2.1. Identify and prepare personnel and resources to support promotional activities, both in international and domestic settings, to facilitate the achievement of promotional goals 2.2. Identify, agree upon and allocate roles and responsibilities of overseas and domestic personnel for delivery of promotional activities 2.3. Establish and conduct relationships with targeted groups in overseas settings in a manner which enhances the positive image of the organisation 2.4. Supervise and support roles and responsibilities of overseas personnel involved in promotional activities 2.5. Use international business networks to assist in the implementation of promotional activities
3. Review and report on promotional activities	3.1. Analyse audience feedback and data to determine the impact of the promotional activity on the delivery of products and/or services 3.2. Assess the effectiveness of planning processes to identify possible improvements in future international promotional activities 3.3. Collect and provide feedback to personnel and agencies involved in the promotional activity both in international and domestic settings 3.4. Analyse costs and time lines to evaluate the benefits accruing from the internationally based promotional activities 3.5. Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of internationally based promotional activities

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities interpersonal skills to establish rapport and build relationships with clients organisational and time management skills to sequence tasks and meet time lines research, data collection, assessment and evaluation skills to determine appropriate promotional activities for international markets technology skills to record and use information gathered about promotional activities.
Required knowledge
available overseas media cultural characteristics of groups within target market international business networks marketing strategies and promotional activities identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: bilateral or regional trade agreements occupational health and safety (OHS) Trade Practices Act World Trade Organisation rules.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: demonstration of planning, coordinating and reviewing of promotional activities to align with marketing plans and market research undertaken for the international markets selected report detailing promotional activities undertaken and recommendations to inform and guide future promotional activities in international settings knowledge of relevant Australian, international and local legislation.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to workplace documents including completed reports access to feedback on activity from overseas personnel/clients.
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: analysis of responses to case studies and scenarios assessment of written reports on promotional activities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations promoting goods, services or organisation to international clients or business associations/networks observation of techniques used when undertaking promotional activities oral or written questioning to assess knowledge of cultural characteristics of groups within target market review of action plans developed to provide details of products and/or services being promoted analysis of audience feedback and data assessment of conclusions and recommendations prepared and advice on future directions of internationally based promotional activities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: international business units other marketing units.

Range Statement

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.
Information sources may include:	academics and training providers Austrade and other Australian, state/territory government departments and agencies overseas embassies, consulates, government departments and agencies within Australia and overseas trade and industry publications
Promotional activities may include:	advertisements client functions demonstration activities distribution of free samples employee functions media announcements product launches web pages
Organisational requirements may include:	access and equity principles and practice allocation of responsibilities for products and/or services confidentiality and security requirements consideration of cultural issues defined resource parameters ethical standards filing and documentation storage processes goals, objectives, plans, systems and processes legal and organisational policy/guidelines and requirements OHS policies, procedures and programs payment and delivery options pricing and discount policies quality and continuous improvement processes and standards quality assurances and/or procedures manuals replacement and refund policy and procedures
Cultural appropriateness refers to:	appropriateness of activity related to the culture of countries selected for promotion of products and/or services
Designated individuals and groups may refer to:	colleagues committees customers external organisations such as Austrade, state/territory government departments and agencies, chambers of commerce line management supervisor
Personnel and resources may refer to:	contractors engaged for specific purposes within promotional activity management marketing funds organisational personnel both in international and domestic settings promotional products samples technology time venue
Roles and responsibilities may include:	codes of conduct considerations of cultural issues contractual arrangements with consultants or specialists hired for promotional activity job description and employment arrangements marketing plans organisation's policy relevant to work role skills, training and competencies supervision and accountability requirements including OHS team structures
International business networks may refer to:	formal or informal networks government sponsored networks through Austrade or state/territory government agencies, chambers of commerce individuals, groups, organisations personal or business networks professional or trade networks
Feedback may be collected from:	customer/client response data employee data focus groups market share data sales orders word-of-mouth reports

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG514A Implement and monitor marketing activities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to implement marketing activities described in a marketing plan, to monitor their effectiveness in meeting organisational marketing objectives, and take actions to improve marketing performance. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in marketing management positions who are responsible for implementing and monitoring organisational marketing strategies. In this role they would usually lead and coordinate a marketing team, implement the marketing plan, monitor the performance of marketing strategies and evaluate their effectiveness. They also involve team members in identifying improvements to marketing strategies and formulating recommendations for future marketing activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Implement marketing strategies and tactics	1.1. Brief stakeholders who participated in the marketing planning process on their implementation roles and responsibilities 1.2. Identify and brief marketing and non-marketing personnel critical to the success of the marketing plan, on the objectives of the plan, performance measures, and their roles and responsibilities 1.3. Prioritise marketing strategies and identify resources for their implementation, in accordance with organisational requirements 1.4. Implement communication and team building strategies to ensure that personnel responsible for each element of the marketing mix work together to meet the organisation's marketing objectives 1.5. Implement strategies for monitoring marketing activities and analysing marketing performance, in accordance with the marketing plan
2. Monitor marketing strategies and tactics	2.1. Monitor and implement promotional activity against communication objectives in the marketing plan 2.2. Monitor product, pricing and distribution decisions against organisational policy and the objectives of the marketing plan 2.3. Monitor marketing results against targets in the marketing plan 2.4. Monitor marketing revenue and costs against budget, and analyse record variations 2.5. Prepare and present marketing reports that indicate ongoing progress towards marketing objectives
3. Evaluate and improve marketing performance	3.1. Regularly assess marketing performance against objectives 3.2. Identify opportunities for improvement through discussion with customers and personnel responsible for each element of the marketing mix 3.3. Change business practices in line with changing customer requirements to maintain business relevance and viability 3.4. Document recommendations for improvement in accordance with organisational requirements 3.5. Communicate changes to marketing objectives and targets with relevant stakeholders, to facilitate implementation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to prepare complex reports on marketing performance numeracy skills to analyse marketing performance, revenue and cost teamwork skills to manage a marketing team.
Required knowledge
organisational strategic and marketing objectives, plans and performance measures principles of the marketing mix key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and principles of equal opportunity, equity, and diversity ethical principles marketing codes of practice and conduct such as the Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice privacy laws Trade Practices Act.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: successfully implementing marketing strategies identified in an organisation's marketing plan coordinating personnel involved in conducting marketing activities monitoring, evaluating and reporting on marketing activities against defined objectives modifying marketing activities in line with new or emerging trends.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to organisational and marketing strategic 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: analysis of responses to case studies and scenarios assessment of written reports on marketing performance direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of team management activities observation of presentations on marketing performance reports oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Stakeholders may include:	Board of directors finance staff human resources staff IT staff managers marketing personnel owners production staff supervisors
Marketing may include:	business-to-business marketing direct marketing ideas marketing marketing of goods public sector marketing services marketing telemarketing
Non-marketing personnel may include:	advertising personnel managers public relations personnel sales manager sales team staff supervisors
Resources may include:	financial human IT physical technical
Marketing mix may include:	distribution level of service pricing product or service variables such as: design quality range safety features technical features promotion

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG515A Conduct a marketing audit

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to prepare for, conduct and report on a marketing audit in accordance with an organisation's marketing plan. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing management role who are required to develop a comprehensive description of the organisation's marketing operations as part of the marketing planning and management auditing process of an organisation. The outcomes of marketing audits generally are used to inform an organisation's marketing plan.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare for a marketing audit	1.1. Identify main purposes of the marketing audit in accordance with organisational requirements 1.2. Determine scope of the marketing audit and audit methodology in accordance with organisational requirements 1.3. Determine appropriate times when a marketing audit should be undertaken, in accordance with organisational requirements 1.4. Identify participants likely to be involved in carrying out a marketing audit
2. Identify the form of a marketing audit	2.1. Identify main characteristics of a marketing audit in terms of relevance to the task and audit priorities 2.2. Identity main elements to be included in a marketing audit and its format, in accordance with organisational requirements 2.3. Identify various forms of a marketing audit and select those that best meet the requirements of the marketing plan, in accordance with organisational requirements
3. Conduct an external marketing audit	3.1. Identify criteria to use in an external marketing audit, in accordance with organisational requirements 3.2. Identify and describe in qualitative and quantitative terms external environmental factors which meet the requirements of the audit process 3.3. Identify and describe in qualitative and quantitative terms the technological factors, market characteristics and competitive factors relating to or affecting the business, which meet audit process requirements
4. Conduct an internal marketing (self) audit	4.1. Identify criteria to use in an internal marketing audit in accordance with organisational requirements 4.2. Describe the marketing organisation in accordance with organisational and audit requirements 4.3. Describe the marketing systems in accordance with organisational and audit requirements 4.4. Identify the marketing productivity in terms of profitability and cost effectiveness, and record the results in accordance with organisational and audit requirements
5. Prepare a marketing audit report	5.1. Write a marketing audit report in accordance with organisational requirements 5.2. Ensure marketing audit report meets the reporting requirements of the marketing audit form selected 5.3. Ensure marketing audit report meets the requirements of the marketing plan

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people form diverse backgrounds and people with diverse abilities literacy skills to identify relevant information, and to prepare reports with complex marketing concepts and ideas research and data collection skills to collect internal and external marketing information.
Required knowledge
elements of marketing planning key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation occupational health and safety privacylaws Trade Practices Act organisational business and marketing plans research methodologies and data collection techniques appropriate to the marketing services industry types of marketing audits.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: conducting, documenting and reporting on an internal and external audit of an organisation's marketing activities in accordance with organisational reporting requirements.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to appropriate documentation and resources used to conduct marketing audit activities.
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge. The following assessment methods are appropriate for this unit: assessment of written marketing audit reports direct questioning combined with a review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations of marketing audit reports oral or written questioning review of authenticated documents from the workplace or training environment review of testimony form team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Main purposes of the marketing audit may include:	investigating the potential macro- and micro-environmental factors which may affect business and marketing operations obtaining a comprehensive description of all major marketing activities of the organisation providing a basis for marketing planning activities
Criteria to use in an external marketing audit may include:	business and competitor characteristics consumer needs credit availability demographics forecast trends such as: age growth income regional distribution of population size general effects that changes in the law and politics may have on the organisation influence of technology on the operations and substitution of products and services on the organisation's business interest rates and cost of capital macro-external environment elements, including: demographic economic ethical physical/geographic political/legal social/cultural technological material shortages micro-external environment elements, including: buyer and consumer behaviour collaborators and alliance partners competition market demand product or service usage social and cultural factors unemployment
External environmental factors may include:	business environmental factors general economic and demographic environmental factors political, fiscal and legal environmental factors social and cultural environmental factors
Criteria to use in an internal marketing audit may include:	existing research data and marketing information systems industry sources internal data such as sales, promotions and product or service development organisation structures supply chain management and logistics
Describing the marketing organisation may include:	functional efficiency internal interface within the organisation organisation's formal structure
Marketing systems may include:	marketing control marketing information marketing planning product, service and concept related systems

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG516B Profile international markets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to select and confirm an appropriate international market. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with managerial responsibility for selecting and confirming appropriate international market/s by identifying the target market, profiling the target market and developing a positioning strategy.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Select potential international markets for further investigation	1.1. Determine readiness to market products or services internationally 1.2. List potential international markets for further investigation 1.3. Identify information sources to inform process for selection of international markets 1.4. Determine and document criteria to determine suitability of international markets for product or service 1.5. Access and use information sources to determine suitability of international markets for product or service to be marketed 1.6. Select international markets for profiling
2. Identify the target market	2.1. Evaluate and choose approaches to determining and describing the total market within selected countries for a product or service 2.2. Define the target market for a product or service in terms of prospective users/consumers, the selected market segment/s and cultural appropriateness of the product or service 2.3. Use segment descriptors to describe the target market 2.4. Identify available marketing strategic options and select the targeting strategy that best meets the requirements of the marketing plan 2.5. Check the cultural appropriateness of the chosen targeting strategy using available information sources
3. Profile the target audience	3.1. Describe the total and selected market and the selected market segment/s in the form of a consumer profile 3.2. Ensure the consumer profile identifies consumer characteristics in standard statistical terms and/or the descriptive terms used in media selection 3.3. Use demographic data and/or psychographic descriptions in the consumer profile in accordance with the requirements of the marketing plan 3.4. Ensure the profile meets organisational requirements in terms of language, format, content and level of detail
4. Develop a positioning strategy	4.1. Identify available positioning strategies are and choose a strategy to meet marketing requirements and the consumer profile including the culture of profiled groups 4.2. Check cultural appropriateness of chosen positioning strategies using available information sources 4.3. Write a positioning implementation plan in accordance with organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to profile international markets, audiences and segments culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities evaluation and assessment skills to investigate international business opportunities literacy skills to write reports with complex ideas and concepts research and information-gathering skills to obtain information about prospective international markets, audiences and segments technology skills to use a range of software to conduct market profiling activities.
Required knowledge
cultural aspects relevant to international markets profiled market profiling techniques and related software programs organisational requirements for presentation of completed profile identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: occupational health and safety Privacy Act Trade Practices Act World Trade Organisation determinations sources of external and internal information on international markets.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: completed profiles where candidate has documented potential international markets based on established criteria, targeting strategy, profile of international markets, positioning strategies, and checks for cultural appropriateness of products targeting strategy and positioning strategies which account for cultural differences knowledge of cultural aspects relevant to international markets profiled.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to evidence of completed profiles access to relevant sources of information to develop profiles.
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 consumer profiles analysis of responses to case studies and scenarios observation of demonstrated international market profiling, targeting and segmentation techniques observation of presentations on international marketing profiles developed oral or written questioning to assess knowledge of international markets assessment of positioning implementation plan.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG517A Analyse consumer behaviour for specific international markets.

Range Statement

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.
Determining readiness may include analysing:	available financial resources of own organisation economic conditions within potential international markets existing competitors international standards for product or service knowledge of international laws, conventions and culture links to and networks within international markets organisation's experience and capability to market internationally production capacity and ability to expand capacity as required research capability
Information sources may include:	advice from: academics chambers of commerce colleagues who are residents or former residents of chosen countries industry associations other private agencies specialising in international trade professional advisors senior colleagues technical experts training providers government agencies such as Austrade and state/territory government departments professional libraries reference material (paper-based and internet) within organisation trade journals training providers
Criteria may include:	capabilities, interests and preferences of own organisation economic considerations such as: economic wealth within selected countries anticipated cost to provide service or product existing competitors operating within selected country/countries history of product or service provision within selected country/countries relevant international regulations and taxes/duties the product or service would attract trade routes and modes of transport available to destination countries
Approaches may include:	identifying consumers with relevant needs identifying current users of the product or service identifying people with related characteristics
Consumers may include:	businesses government agencies households individuals
Targeting strategy may include:	concentrated, differentiated and mass strategies differentiation and segmentation ease of entry growth considerations market share niche markets price sensitivity purchasing power sales volume
Statistical terms may include:	categories used by the Australian Bureau of Statistics in collecting and reporting census data
Demographic data may include:	age children education first language gender geographic location within country income marital status nationality occupation
Psychographic descriptions may include:	activities interests lifestyle opinions values and attitudes
Positioning strategies may include:	competitive positioning conspicuous positioning image perceptions market follower positions market leader positions me-too positioning prestige and exclusive positioning repositioning service positioning value positioning
Marketing requirements may include:	business-to-business marketing direct marketing ideas marketing marketing of goods public sector marketing services marketing telemarketing

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG517A Analyse consumer behaviour for specific international markets

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to analyse consumer behaviour for specific international markets. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals with managerial responsibility for confirming the target market, assessing the current level of consumer interest, and developing and documenting recommended marketing strategies.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Confirm the target market	1.1. Identify the market or market segment for a product or service in accordance with the marketing plan 1.2. Identify aspects of culture that may have an impact on international marketing of products or services within target market 1.3. Identify consumer attributes for the market or market segment from the market profile 1.4. Identify features of the products or services in accordance with the marketing plan
2. Assess current level of consumer interest	2.1. Investigate consumer need for the products or services through analysis of trends and past performance of products and services both within Australia and within relevant international settings 2.2. Review past marketing, including plans, strategies and campaigns or positioning of products or services in relation to the effectiveness of its focus of appeal both within Australia and within relevant international settings 2.3. Assess individual, social and cultural influences on consumer behaviour and estimate their impact for products or services 2.4. Assess lifestyle influences on consumer behaviour and estimate their impact for products or services 2.5. Assess organisational behaviour in relation to products or services in accordance with the marketing plan
3. Recommend marketing strategies	3.1. Ensure marketing strategies address innate and acquired needs of consumers and appeal to the motives that influence decision making 3.2. Present a rationale for the focus of appeal and outline how influences on consumer behaviour and cultural considerations will be used to target effective marketing strategies 3.3. Ensure the focus of appeal meets the legal and ethical obligations and the budgetary requirements of the marketing plan, and check for cultural appropriateness

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to profile international markets, audiences and segments culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities evaluation and assessment skills to analyse consumer behaviour literacy skills to write reports with complex ideas and concepts research and information-gathering skills to obtain information about prospective international markets, audiences and segments technology skills to use a wide range of software.
Required knowledge
cultural aspects relevant to international markets profiled market analysis techniques organisational requirements for presentation of completed profile identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: occupational health and safety privacy Trade Practices Act World Trade Organisation determinations software tools to analyse consumer behaviour sources of external and internal information on international markets.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: completed marketing strategies where candidate has documented process to confirm target market, assessed current level of consumer interest and used this analysis process to document recommended marketing strategies that are culturally appropriate to the selected international markets knowledge of cultural aspects relevant to international markets profiled.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to completed marketing strategies and other relevant workplace documents access to information sources used by candidate.
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 past marketing analysis of responses to case studies and scenarios demonstration of market analysis techniques observation of demonstrated international market analysis techniques observation of presentations on consumer behaviour characteristics in target international markets oral or written questioning to assess knowledge of international markets and strategies assessment of written reports analysing consumer behaviour.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG516BProfile international markets.

Range Statement

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.
Aspects of culture may include:	attitude of overseas countries to Australia and Australians degree of fiscal conservatism or liberalism within culture family structures, and usual purchasers and decision makers in families religion values and beliefs
Marketing may include:	business-to-business marketing direct marketing e-business ideas marketing marketing of goods public sector marketing services marketing telemarketing
Individual influences may include:	attitudes beliefs learning past experience perception personality self-image values
Social and cultural influences may include:	culture family background family decision maker/s social class socioeconomic factors
Lifestyle influences may include:	aspirations interests leisure activities
Organisational behaviour may include:	contract buying group decision making modified re-purchase new purchases re-purchase
Legal and ethical obligations may include:	Australian, international and local context of legal and ethical obligations codes of practice cultural expectations and influences ethical principles legislation policies and guidelines regulations social responsibilities such as protection of children and environmental issues societal expectations
Cultural appropriateness may include:	appropriateness of service or product in relation to the culture of countries selected for marketing

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG518A Plan and implement services marketing

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to use a range of strategies to plan and implement the marketing of services. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing supervisory or management role within a marketing team responsible for the marketing of services. They may work in small, medium or large enterprises and in a variety of industries, including service industries. The services to be marketed could be professional services, services to consumers and business customers, and services linked to tangible products. The unit reflects the fact that the marketing of services differs from the marketing of goods; and that services have distinctive characteristics with implications for a strategy.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify strategies for the marketing of services	1.1. Research services and their characteristics in a specific industry context 1.2. Identify marketing mix as it applies to services 1.3. Evaluate consumer behaviour in services and implications for marketing strategies 1.4. Identify factors influencing customer satisfaction with services 1.5. Identify range of strategies to market the service appropriate for the organisation
2. Select strategies for the marketing of services	2.1. Analyse market trends for service delivery and identify opportunities to market the services 2.2. Identify previous service marketing strategies in the organisation, and analyse successful strategies and areas for improvement 2.3. Select most appropriate service marketing strategies and activities which fit with the organisation's strategic and marketing plans
3. Plan and develop activities for marketing of services	3.1. Record service marketing objectives and purpose 3.2. Calculate costs of service marketing activities 3.3. Select methods to report and measure effectiveness of service marketing activities 3.4. Develop effective service level agreements 3.5. Assign responsibilities to team members for service marketing activities 3.6. Record the strategy plan for the marketing of services marketing and present to relevant stakeholders 3.7. Assemble required resources to implement the service marketing plan
4. Implement and monitor marketing strategy for services	4.1. Schedule work on each services marketing campaign element according to lead times required for different media, and marketing plan for services 4.2. Brief staff and suppliers on their budgets, time lines, roles and responsibilities, and legal and ethical requirements 4.3. Implement service marketing activities according to marketing plan for services 4.4. Identify and use evaluation criteria and evaluation methods to determine effectiveness of marketing, and make required modifications 4.5. Analyse success indictors of marketing campaign and record performance according to organisational reporting requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to identify new opportunities for marketing of services learning and analytical skills to: evaluate effectiveness of services marketing apply this learning to contribute to the organisation's outcomes literacy skills to write reports with complex concepts and ideas numeracy skills to: calculate costs of service marketing activities set marketing budgets planning and organising skills to schedule the marketing strategy research skills to research trends, customer requirements and appropriate strategies for marketing verbal communication skills to present strategies to relevant personnel
Required knowledge
aspects of consumer behaviour specific to services marketing components of a service guarantee marketing mix as it applies to services methods of measuring effectiveness of marketing activities range of marketing strategies appropriate for services range of services and their characteristics special aspects of consumer behaviour in services marketing trends in service delivery and marketing

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a services marketing plan providing information on the: objectives of the plan type of service marketing strategies and activities to be undertaken budget methods to measure effectiveness responsibilities analysis of an implemented services marketing strategy.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment office equipment and resources relevant organisational documentation.
Method of assessment	The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios review of a portfolio of evidence documenting research, planning and implementation of a services marketing plan oral or written questioning around aspects of services marketing assessment of reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Services may include:	financial health care hospitality logistical personal professional social travel utility.
Characteristics may include:	challenges with evaluation heterogeneity high involvement and personal nature importance of time factor intangibility lack of customer ownership lack of inventories perishability simultaneous production and consumption use of different distribution channels variability of service encounters.
Marketing mix as it applies to services may include:	people physical evidence place price processes product promotion.
Factors may include:	attributions for service success or failure consumer emotions other consumers personal factors price quality of service service features.
Strategies to market the service may include:	building reputation customer relationship management (CRM) distribution systems internet marketing pricing strategies promotional program, e.g. advertising, displaying results of using service, indirect promotion relationship marketing service blueprinting service encounters - social and physical elements service quality.
Market trends may include:	changing demographics growing culture of convenience growth of information society increased foreign competition increased internal competition outsourcing non-core functions reduced government regulation technology changes.
Activities may include:	adjusting pricing to influence demand advertising through a range of media instituting total quality management programs offering service guarantees providing tangibility through physical appearance of the facility training employees on service provision.
Service level agreements may include:	customer duties disaster recovery performance measurement problem management termination of agreement warranties.
Evaluation methods may include:	customer focus groups post-transaction surveys relationship surveys research on lost customers review of customer complaints.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG519A Plan and implement business-to-business marketing

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan and implement business-to-business (B2B) marketing. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing supervisory or management role within a marketing team responsible for business-to-business marketing. They may work in small, medium or large enterprises and in a variety of industries. The unit reflects the fact that business-to-business marketing differs from consumer marketing; and that business markets have distinctive characteristics with implications for a strategy.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and evaluate business-to-business marketing strategies	1.1. Identify business-to-business markets in an industry context 1.2. Research characteristics of business markets in an industry context 1.3. Identify and analyse factors influencing business buyers in an industry context 1.4. Analyse the business buying process and its implications in the industry context 1.5. Research and analyse a range of business-to-business marketing strategies appropriate for an organisation 1.6. Identify key personnel in the buying decision process in the organisation's business markets
2. Select business-to-business marketing strategies	2.1. Analyse trends for business markets and identify business-to-business marketing opportunities for the organisation 2.2. Identify and analyse the success of the organisation's previous business-to-business marketing strategies 2.3. Select most appropriate business-to-business marketing strategies and activities that fit with the organisation's strategic and marketing plans
3. Plan and develop business-to-business marketing activities	3.1. Record business-to-business marketing objectives and purpose 3.2. Calculate costs of business-to-business marketing activities with assistance of appropriate personnel 3.3. Select methods to report and measure effectiveness of business-to-business marketing activities 3.4. Assign responsibilities to team members for business-to-business marketing activities 3.5. Record the business-to-business marketing plan and present to relevant stakeholders 3.6. Assemble required resources to implement the business-to-business marketing plan
4. Implement and monitor business-to-business marketing plan	4.1. Schedule work on each business-to-business marketing campaign element, according to lead times required and marketing plan 4.2. Brief staff and suppliers on their budgets, time lines, roles and responsibilities, and legal and ethical requirements 4.3. Plan implementation of business-to-business marketing activities according to marketing plan 4.4. Identify and use evaluation criteria and evaluation methods to determine effectiveness of marketing plan 4.5. Analyse success indictors of business-to-business marketing plan and record performance according to organisational reporting requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
creativity and innovation skills to identify new business-to-business marketing opportunities learning and analytical skills to: evaluate effectiveness of business-to-business marketing use this learning to contribute to operational outcomes literacy skills to produce reports with complex concepts and ideas numeracy skills to set marketing budgets research skills to research trends, customer requirements, and appropriate strategies for business-to-business marketing teamwork skills to involve relevant personnel in business-to-business marketing
Required knowledge
business buying processes characteristics of business markets compared to consumer markets factors influencing business buyers range of strategies for business-to-business marketing trends in business-to-business marketing

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a business-to-business marketing plan providing information on the: objectives of the business-to-business marketing strategy business-to-business marketing strategies and activities to be undertaken budget methods of measuring effectiveness responsibilities implementation of a business-to-business marketing plan.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment office equipment and resources relevant organisational documentation.
Method of assessment	The following assessment methodsare appropriate for this unit: analysis of responses to case studies and scenarios review of a portfolio of evidence documenting research, planning and implementation of a business-to-business marketing strategy oral or written questioning around aspects of business-to-business marketing observation of presentation of reports to relevant personnel assessment of reports.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Business-to-business markets may include:	government markets industrial markets institutional and not-for-profit markets retail and wholesale markets service markets.
Characteristics of business markets may include:	market structure and demand, such as: close supplier-customer relationships derived demand from the demand for consumer products and services fewer buyers than in consumer markets fluctuating demand geographically concentrated buyers inelastic demand larger buyers than in consumer markets nature of buying unit, such as: professional purchasing and procurement officers several buying influences, e.g. buying committees types of decisions and the decision process, such as: buying process more formalised complex decisions more direct purchasing some leasing rather than buying.
Factors influencing business buyers may include:	environmental factors organisational factors interpersonal factors of people involved in the decision individual factors of people involved in the decision type of buying situation.
Business buying process may include:	general need description information and supplier search order-routine specification post-purchase performance review problem recognition product specification proposal solicitation supplier selection.
Business-to-business marketing strategies may include:	cultivating long-term customers through such things as: assigning highly trained sales people to key accounts loyalty programs personal selling relationships management development of long-term partnering arrangements engaging in marketing efforts to encourage the sale of the business buyers' products introducing innovative products and services that add value monitoring the performance of sales channels and partnerships and focusing on most profitable channels responding to requests for proposals (RFPs) targeting brand messages to both buyers and influencers using new technologies for e-business.
Key personnel in the buying decision process may include:	finance manager people who will use the product or service personnel with formal authority to select the suppliers and arrange terms of purchase personnel with power to approve final suppliers technical personnel.
Appropriate personnel may include:	accountant finance manager.
Evaluation methods may include:	customer focus groups lost customer research post-transaction surveys relationship surveys review of customer complaints.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG520A Manage compliance within the marketing legislative framework

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to comply with the marketing legislative framework, and use this framework for competitive advantage. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing supervisory or management role within a marketing team. They may work in small, medium or large enterprises and in a variety of industries. Within their role they will be required to understand the legal environment in which marketing decisions are made in the organisation so that the organisation can avoid litigation, as well as use the legislative framework to assist marketing strategies. Individuals in these roles will need to competently discuss legal issues with specialists, but will not be making legal decisions independently.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and interpret the legislative framework relating to marketing	1.1. Identify and locate current information about legislation as it relates to marketing decision making in the industry context 1.2. Identify codes of practice as they relate to marketing, and analyse their implications for the industry context 1.3. Analyse how legislation relating to marketing can protect and assist the trader, consumer and competitive process 1.4. Identify sources of information and advice about the legislative framework relating to marketing, and analyse them for usefulness in the industry context
2. Promote a culture of compliance with the legislative framework relating to marketing	2.1. Identify benefits and essential components of the legal compliance program relating to marketing, and how they fit with the whole of organisation compliance program 2.2. Participate in a marketing compliance audit and make recommendations to address identified gaps 2.3. Identify possible implications of non-compliance and use them to recommend changes to practice 2.4. Design a training program to educate staff on compliance as it relates to marketing
3. Recommend strategies to use the legislative framework relating to marketing for competitive advantage	3.1. Identify and analyse a range of methods to protect the organisation's products and services being marketed against intellectual property breaches 3.2. Make recommendations on strategies for protection of intellectual property rights and present to key stakeholders 3.3. Make recommendations to implement systems to identify intellectual property infringement by third parties 3.4. Identify remedies for own and other organisations' breaches of marketing legislation which could have an impact on the organisation 3.5. Access and effectively use others' intellectual property within legal guidelines for business advantage

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
analytical skills to interpret how legislation around marketing could impact on the business initiative and enterprise skills to identify opportunities to use the legislative framework for competitive advantage learning skills to design training programs that are suitable for a range of people with different learning styles literacy skills to produce complex reports and recommendations around compliance research skills to: locate legislation and codes of practice relating to marketing participate in a compliance audit technology skills to research the legislative framework verbal communication skills to: negotiate with legal advisers train staff on compliance
Required knowledge
components of a compliance program and compliance audit different methods to protect intellectual property key provisions of legislation as it relates to marketing, including: door-to-door sales legislation legislation around intellectual property, including: Copyright Act Designs Act passing off Patents Act state or territory Business Names Acts Trade Marks Act lotteries and gaming legislation packaging and labelling legislation sale of goods legislation state or territory competition codes state or territory Fair Trading Acts Therapeutic Goods Act trade measures legislation key provisions of codes of practice relating to marketing, including: Australian Association of National Advertisers Code of Ethics Australian Direct Marketing Code of Practice Australian Communications and Media Authority (ACMA) Australian eMarketing Code of Practice Therapeutic Goods Advertising Code individual organisation's marketing codes of practice sources of information and advice about marketing law

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identification and application of legislation and codes of practice as they relate to marketing promotion of a culture of compliance with the legislative framework relating to marketing development of strategies to use the legislative framework for competitive advantage.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment relevant workplace documents research facilities.
Method of assessment	The following assessment methodsare appropriate for this unit: review of portfolio of evidence of actions taken to promote a culture of compliance with the legislative framework relating to marketing oral or written questioning to assess understanding and application of the marketing legislative framework analysis of responses to case studies and scenarios around issues relating to marketing law demonstration of training for staff around marketing compliance issues review of report with recommendations for action for an organisation to ensure compliance with the marketing legislative framework.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Legislation may include:	door-to-door sales legislation legislation around intellectual property, including: Copyright Act Designs Act passing off Patents Act state or territory Business Names Acts Trade Marks Act lotteries and gaming legislation packaging and labelling legislation sale of goods legislation state or territory competition codes state or territory Fair Trading Acts trade measures legislation.
Codes of practice could include:	Australian Association of National Advertisers Code of Ethics Australian Direct Marketing Code of Practice Australian eMarketing Code of Practice Therapeutic Goods Advertising Code individual organisation's marketing codes of practice.
Sources of information and advice could include:	Attorney-General's Department Australian Communication and Media Authority Australian Competition and Consumer Commission (ACCC) Australian Legal Information Institute (AustLII) Australian Marketing Institute (AMI) Commonwealth of Australia Law (ComLaw) IP Australia lawyers specialising in intellectual property and marketing the Marketing Association of Australia and New Zealand (MAANZ).
Benefits may include:	opportunity to improve marketing performance and competitive advantage incentive to make positive marketing decisions rather than reactive and risky decisions assisting organisation to become a good corporate citizen preventing damage to reputation preventing consequences of breaking the law, such as penalties and costs.
Implications of non-compliance may include:	loss of reputation monetary and criminal penalties cost of legal advice liability for damages diversion of resources away from core business activities negative effect on staffing.
Methods to protect could include:	copyright patents registration of designs trade marks.
Third parties could include:	competitors suppliers.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG521A Plan and implement sponsorship and event marketing

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to plan and implement sponsorships and events to attract and involve a brand's target audience, for brand publicity and association, or other marketing communication objectives. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing management role who are responsible for planning and implementing sponsorships and events in order to increase brand involvement. They may work individually or be responsible for managing a team to develop and implement the plan in small, medium or large enterprises and in a variety of industries.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Investigate sponsorship and event marketing opportunities	1.1. Research and identify sponsorship and event marketing opportunities 1.2. Analyse advantages and disadvantages of a range of sponsorships and events 1.3. Identify target audience for potential sponsorship and event marketing and analyse motivation 1.4. Identify legal, cultural and ethical requirements related to sponsorship and event marketing 1.5. Use a range of criteria to select sponsorships and events which would be effective for marketing to the target audience
2. Plan sponsorship and event marketing	2.1. Develop and record objectives and purpose of sponsorship and event marketing 2.2. Analyse and record how sponsorships and events fit with other marketing strategies and business objectives 2.3. Calculate costs of chosen sponsorships and events and establish a budget 2.4. Plan time lines for implementation and continuation of the sponsorships and events 2.5. Produce and present a sponsorship and event marketing proposal in a format appropriate to the organisation
3. Initiate the implementation of sponsorships and events	3.1. Initiate negotiations required to proceed with the sponsorships and events 3.2. Draft contracts for the sponsorships and events under the guidance of relevant experts 3.3. Assemble required resources to implement sponsorship and event marketing 3.4. Brief key staff on their required input to the sponsorships and events and schedule work
4. Monitor and evaluate sponsorships and events	4.1. Identify and use evaluation criteria to determine effectiveness of the sponsorships and events marketing arrangements 4.2. Develop a range of methods to evaluate effectiveness 4.3. Recommend modifications to the sponsorship and event marketing arrangements in line with evaluation 4.4. Record improvement opportunities that arise from the evaluation to be used for current and future sponsorship and event marketing plans

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: brief relevant staff negotiate sponsorships and contracts critical thinking skills to analyse advantages and disadvantages of various sponsorship and event marketing opportunities learning and analytical skills to: evaluate effectiveness of chosen marketing sponsorships and events use this learning to contribute to organisational outcomes literacy skills to write: detailed planning documents contract drafts reports to stakeholders numeracy skills to establish budgets for sponsorships and events planning and organising skills to plan sponsorships and events research skills to identify suitable sponsorship and event marketing opportunities
Required knowledge
different sponsorships and events suitable for marketing in own context methods of evaluating effectiveness of sponsorship and event marketing strategies provisions of relevant legislation, codes of practice and national standards that may affect aspects of sponsorship and event marketing, such as: Alcohol Beverages Advertising Code anti-discrimination broadcasting regulations consumer protection contract law insurances intellectual property OHS permissions and permits privacy laws Trade Practices Act voluntary codes of practice, such as Australian Association of National Advertisers (AANA) Advertiser Code of Ethics sources of advice available for contract requirements for sponsorship and event marketing

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a recorded sponsorship and event marketing plan which includes: objectives and purpose of the sponsorship and event marketing strategy rationale for choice of particular sponsorships and events budget plan for implementation methods to measure effectiveness initiation of the implementation of at least one sponsorship and one event for marketing in line with the plan, including draft contracts and evidence of negotiations evaluation of sponsorship and event marketing strategy.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment relevant workplace documents and data office equipment and resources.
Method of assessment	The following assessment methodsare appropriate for this unit: review of portfolio of evidence of actions taken to produce a sponsorship and event marketing plan analysis of responses to case studies and scenarios around sponsorship and event marketing observation of negotiation required for sponsorships and events oral or written questioning to assess knowledge of sponsorship and events marketing strategies and options, and the legal and ethical framework related to sponsorships and events for marketing.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Sponsorship:	may include financial or in-kind support in exchange for brand publicity and association, or other marketing communication objectives could be for: a cause a person a team an activity an organisation.
Event marketing may include:	promotional occasions designed to attract and involve a brand's target audience, and could involve events: created by organisation, e.g. anniversaries, grand openings, new-product introductions, corporate annual meetings participated in by the organisation, e.g. trade shows sponsored by the organisation, e.g. sporting events.
Advantages may include:	building relationships and goodwill creating opportunities for: cross-selling extendibility beyond the publicity directly provided by the event or sponsorship hosting important clients and other stakeholders enhancing brand visibility by associating it with something positive.
Disadvantages may include:	difficulty in calculating return on investment effect on brand if the event or person being sponsored is involved in bad publicity lack of control over the design and management of a sponsored event only involving a small percentage of brand's target audience other sponsors being involved that are: in competition not consistent with the ethos of the organisation.
Legal, cultural and ethical requirements may include:	Alcohol Beverages Advertising Code anti-discrimination legislation broadcasting regulations consumer protection contract law ethical principles insurances intellectual property legislation OHS legislation permissions and permits privacy laws social values Trade Practices Act voluntary codes of practice, such as Australian Association of National Advertisers (AANA) Advertiser Code of Ethics.
Criteria may include:	how further exposure and positive associations can be gained how it can be linked with other marketing communications what the organisation could do spending the same amount of money on other forms of marketing whether it is likely to be of interest to customers and prospects whether it is relevant whether the association is right for the product or brand.
Objectives and purpose may include:	increase brand awareness provide a platform for brand publicity reach hard-to-reach target audience.
Relevant experts may include:	lawyers specialising in sponsorship legal team within organisation.
Evaluation criteria may include:	comparison of effect with other forms of marketing differentiation of brand extent of audience engagement extent of brand impact whether value has been added to brand.
Methods may include:	focus groups interviews at the event surveys, pre- and post-event.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG522A Plan measurement of marketing effectiveness

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify, plan and promote a strategy to measure the effectiveness of marketing activities using a range of marketing metrics. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a marketing operations or supervisory role within a marketing team responsible for the use and reporting on measurements of marketing effectiveness. They may work in small, medium or large enterprises and in a variety of industries.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify and analyse measurement of marketing effectiveness	1.1. Research a range of metrics available to identify the effectiveness of marketing processes and functions 1.2. Identify marketing metrics used by the organisation in each key marketing operation 1.3. Identify how existing marketing metrics link to organisational strategy and objectives, and opportunities to improve the links 1.4. Analyse the effectiveness of current and possible future marketing metrics 1.5. Identify issues with the use of marketing metrics within the organisation
2. Develop the strategy to measure marketing effectiveness	2.1. Identify the organisation's criteria for selecting manageable and cost-effective metrics 2.2. Identify the organisation's objectives for the measurement and evaluation of marketing effectiveness 2.3. Recommend methods of measuring marketing performance for each marketing process or function tailored to the organisation's brand or unique positioning 2.4. Contribute to the calculation of costs of gathering and analysing data 2.5. Plan and document the implementation strategy for measuring and analysing marketing performance 2.6. Contribute to the development of specific, relevant metrics
3. Promote the strategy to measure marketing effectiveness	3.1. Plan the promotion of validity, value and efficacy of marketing metrics to key stakeholders using appropriate format 3.2. Design an internal marketing communications strategy so that marketing and other relevant personnel fully understand their role in measuring marketing effectiveness 3.3. Report on implementation and outcome issues

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: promote the strategy to measure marketing effectiveness write and present complex reports learning and research skills to: research available metrics design a communication strategy suitable for a range of people with different learning styles numeracy skills to: analyse marketing data calculate costs of collecting and analysing data select appropriate metrics planning and organising skills to design implementation of the strategy to measure marketing effectiveness technology skills for research and data analysis
Required knowledge
range of criteria for selecting metrics range of marketing functions within an organisation range of marketing metrics and their usefulness to measure key marketing operations

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a strategy to measure marketing performance, which includes: objectives metrics chosen and rationale for choice for each marketing process or function costs link to organisational strategy and objectives communication plan.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment relevant workplace documents and data, in particular data already collected to measure marketing effectiveness office equipment and resources, including appropriate software.
Method of assessment	The following assessment methods are appropriate for this unit: review of portfolio of evidence of actions taken to plan a strategy to measure marketing performance oral or written questioning to assess: actions taken to implement a strategy to measure marketing performance knowledge of marketing metrics and their uses for different phases of the marketing process and for different marketing outcomes analysis of responses to case studies and scenarios around marketing metrics.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Metrics may include:	brand equity, such as: availability brand perception familiarity loyalty penetration brand value competition customer databases customer acquisition, satisfaction, retention, value and loss communications effectiveness e-metrics, such as: hits page views visits inventory efficiency and effectiveness loyalty or retention market performance by customer, product, accounting and financial outcomes market share overall sales return on marketing investment in market-based assets sales force effectiveness segment penetration share of mind share of voice share of wallet shareholder value.
Marketing processes and functions may include:	advertising direct marketing distribution e-marketing loyalty programs market research marketing communications pricing product development, including pre- and post-launch sales force.
Issues may include:	cost of obtaining meaningful information frequency of measurement level of management that reviews the metrics skill of marketing personnel in terms of measurement treatment of intangible assets in financial statements volume of data to be analysed.
Criteria may include:	whether they are: precise and sensitive to change predictive, e.g. of future customer purchase, retention and cash flow relevant to the organisation's strategy and context reliable over time so trends can be tracked cost-effective costs (money and time) involved in measuring possible benefits of measurement risks if measurement does not occur.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG523A Design and develop an integrated marketing communication plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to identify and evaluate the range of marketing communication options and media, to design an integrated marketing communication plan, and to develop a marketing communication brief and creative brief that reflect client needs and preferences. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in a supervisory or management marketing or advertising role within a marketing or advertising team or media organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Determine marketing communication requirements	1.1. Confirm marketing communication purpose and objectives with the client 1.2. Obtain comprehensive client and product information 1.3. Review outcomes of previous marketing communication with the client 1.4. Confirm budget allocation with the client
2. Develop a marketing communication brief	2.1. Develop a brief, ensuring it contains a client profile, purpose statement and objectives that reflect client needs 2.2. State marketing communication objectives in measurable terms and provide specific guidelines on what is to be accomplished by the marketing communication 2.3. Define key characteristics, competitive factors and the market situation facing the product or service 2.4. Include a summary of information on the target audience, and legal and ethical constraints
3. Design the integrated marketing communication strategy	3.1. Select marketing communication options appropriate for the marketing communication brief 3.2. Critically analyse the advantages and disadvantages of each marketing communications variable and media vehicles for the product or service 3.3. Determine media characteristics that match the requirements of the brief 3.4. Analyse media consumption habits for primary and supplementary marketing media among target audiences 3.5. Evaluate media styles as they relate to brand character of the product or service being marketed 3.6. Compare the advantages and disadvantages of selecting multiple media in a media plan 3.7. Develop and apply criteria for selecting multiple media combinations
4. Select and recommend media for the marketing strategy	4.1. Select media vehicles that match the requirements of the marketing brief for the product or service 4.2. Recommend primary and secondary marketing media that meet target audience preferences 4.3. Ensure recommended media meet the brief, client's requirements, and legal and ethical constraints
5. Develop a creative brief	5.1. Identify creative content for the chosen media using consumer language in the brief 5.2. Identify pitch or appeal for the product or service in the brief that meets client requirements 5.3. Identify supporting information required for consumer understanding of the product or service in the brief 5.4. Ensure that budget for creative work, consistent with the overall marketing budget, is contained in the brief 5.5. Incorporate a deadline for creative work that is consistent with the overall media schedule in the brief

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report when creating marketing and creative briefs learning skills to evaluate and learn from previous marketing communication to contribute to the marketing communication plan literacy skills to: read and interpret marketing briefs write reports with complex concepts and ideas numeracy skills to develop budgets organisational and time-management skills to sequence tasks and meet timelines research and data-collection skills to evaluate the suitability of media to the product or service, and brand and marketing objectives technology skills to use a wide range of office equipment and software to create a marketing brief
Required knowledge
economic, social and industry trends relevant to the choice of appropriate media options industry products or services in order to recommend appropriate media options overview knowledge to identify key provisions of relevant legislation, codes of practice and national standards that affect business operations as they relate to marketing, such as: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trade Practices Act principles of consumer behaviour and influences on buyer behaviour range of marketing communication options for different markets range of media vehicles for marketing communication options

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: production of an integrated strategic marketing communication plan for presentation to a client which includes: purpose statement definition of the target audience analysis of the product or service legal and ethical constraints marketing communication functions and media vehicles chosen, with rationale for each creative brief for the media options schedule for the creative work budgetary allocation for each media vehicle.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment office equipment and resources required documentation, including marketing brief.
Method of assessment	The following assessment methods are appropriate for this unit: review of portfolio of evidence of actions taken to produce a strategic marketing communication plan assessment of documented strategic marketing communication plan oral or written questioning to assess actions taken to produce the marketing communication plan analysis of responses to case studies and scenarios.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBADV507B Develop a media plan.

Range Statement

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.
Marketing communication purpose may include:	communicating a message to a particular audience differentiating features or benefits promoting image providing information recruiting staff retaining customers stimulating demand for a product or service.
Client and product information may include:	company and its business policies and practices company's promotional ethos competition distribution channels existing customers and target market packaging design past advertising for the product price, if any problems and opportunities facing the product product name and characteristics.
Marketing communication objectives may include:	improve sales performance and/or profit launch or re-launch a product or service maintain or improve market share maintain or increase awareness of a product or service test a product or service.
Information on the target audience may include:	attitudes cultural factors demographics existing product usage lifestyle social factors values.
Legal and ethical constraints may include:	codes of practice, such as those issued by: Advertising Federation of Australia Australian Communications and Media Authority Australian Competition and Consumer Commission Australasian Performing Right Association Commercial Radio Australia Free TV Australia cultural expectations and influences ethical principles legislation, for example: anti-discrimination legislation consumer protection laws copyright legislation ethical principles fair trading laws privacy laws Trade Practices Act policies and guidelines regulations social responsibilities, such as protection of children and environmentally sustainable practices societal expectations.
Marketing communication options may include:	advertising customer service direct marketing events and sponsorships packaging personal selling publicity and public relations sales promotion.
Media vehicles may include:	aerial advertising billboards and posters cable and satellite television cinema direct mail direct response email marketing exhibitions and trade fairs internet magazines new media, including multimedia and hypermedia, such as: streaming video and audio 3-D virtual reality environments and effects highly interactive user interfaces mobile presentation use of high-bandwidth CD and DVD media telephone and digital data integration online communities microdevices live internet broadcasting person-to-person visual communication one-to-many visual communication newspapers outdoor personal selling podcasting point of sale radio sales literature sales promotion sponsorship television telemarketing transit media, such as bus sides and taxi backs video, video games and videotext.
Media characteristics may include:	level of audience involvement level of audience receptiveness motion effects proximity to purchase sound effects visual effects whether the target audience responds actively whether the target audience responds passively.
Advantages of selecting multiple media may include:	increasing the frequency of the advertising message increasing the reach of the advertising message.
Disadvantages of selecting multiple media may include:	duplication of impact duplication of resources increasing the cost of marketing.
Criteria may include:	whether frequency will be increased whether reach will be increased cost avoidance of 'zipping and zapping'.
Creative content may include:	brand or image factors colour features of the product or service.
Pitch or appeal may include:	key benefits promised to the audience by the advertiser, which may be: emotional need-arousing need-satisfying negative positive rational.
Supporting information may include:	evidence to support the claimed benefit purchasing information reassurance for existing users requirement to specify the target audience.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBMKG603B Manage the marketing process

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to strategically manage the marketing process and marketing personnel within an organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior marketing professionals who are responsible for managing the overall marketing process of an organisation and for managing marketing personnel. Typically they would manage a portfolio of products or services across the organisation, rather than a single product or few products. This unit targets more senior personnel who have a wider scope of marketing activities for a greater number of products or services, than BSBMKG514A Implement and monitor marketing activities.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Manage marketing performance	1.1. Manage marketing effort to ensure it is directed towards areas of greatest potential for the organisation 1.2. Manage integration of marketing, promotional and sales activities in accordance with strategic marketing objectives 1.3. Monitor product, distribution, pricing and marketing communication policies in relation to market changes, marketing plan objectives and organisational requirements 1.4. Use marketing metrics and monitor overall marketing progress against performance targets to ensure activity, quality, cost, and time requirements are met
2. Manage marketing personnel	2.1. Communicate strategic marketing objectives across the organisation in ways suited to levels of knowledge, experience and specific needs of personnel 2.2. Identify and agree roles, responsibilities and accountabilities of staff and contractors involved in all elements of marketing effort 2.3. Develop communication strategy to ensure that personnel responsible for each element of the marketing mix work together to meet organisation's marketing objectives 2.4. Provide mentoring, coaching and feedback to support individuals and teams to achieve agreed objectives and to use resources to the required standard 2.5. Identify individual and team performance, and instigate corrective action promptly to safeguard marketing outcomes
3. Evaluate and improve strategic marketing performance	3.1. Analyse marketing outcomes, review strategic objectives and marketing metrics, and revise if required 3.2. Analyse successes and performance gaps in relation to cause and effect, and use this information to improve strategic performance 3.3. Analyse over-performance against targets for trends and set new targets 3.4. Analyse changes in market phenomena, and identify and document their impact on strategic marketing objectives 3.5. Document review of marketing performance against key performance indicators in accordance with organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to consult with marketing managers, supervisors, and workgroup members innovation and creativity skills to revise strategies so that marketing objectives are met and exceeded leadership and teamwork skills to effectively lead and manage marketing team members in an organisation literacy skills to identify strategic information and to write in a range of styles for different audiences numeracy skills to analyse data.
Required knowledge
key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and principles of equal opportunity, equity, and diversity Australian Direct Marketing Association (ADMA) Direct MarketingCode of Practice Australian E-commerce Best Practice Model Australian Government Policy Framework for Consumer Protection in Electronic Commerce confidentiality requirements copyright laws defamation laws Free TV Australia Commercial Television Industry Code of Practice privacy laws sweepstakes regulations Trade Practices Act economic, social and industry directions, trends and practices organisational structures, roles, responsibilities and policies industry product and service knowledge principles of marketing, strategic analysis and strategic management statistical and data evaluation techniques to measure marketing performance.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: monitoring marketing performance across an organisation by comparing performance against key performance indicators in the marketing plan effectively communicating marketing objectives to relevant personnel in accordance with organisation requirements providing feedback, mentoring and coaching to staff, as appropriate taking action to capitalise on or minimise over- or under-performance against marketing objectives.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources.
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: analysis of responses to case studies and scenarios assessment of written reports on marketing activities and performance against key performance indicators direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on marketing performance oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Marketing mix may include:	distribution level of service pricing promotion product or service variables such as: design quality range safety features technical features

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG605B Evaluate international marketing opportunities

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to evaluate the international environment, to identify market factors and risks, and to assess the viability of international marketing opportunities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior marketing or management personnel who are required to evaluate the international business environment in preparation for entering an international or export market for the first time, or to identify new marketing opportunities in markets in which their organisation already has a presence. This unit is different to BSBMKG501B Identify and evaluate marketing opportunities, which applies to senior marketing or general managers evaluating domestic marketing opportunities. While the underlying principles of the units are similar, this unit covers the increased complexity of the global business environment, and the cultural differences and international trade agreements to be addressed when conducting business internationally.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Review the global market environment	1.1. Assess international trade patterns and identify their likely importance for the business 1.2. Research international business and electronic commerce market factors and assess opportunities to enter, shape or influence the market in terms of likely contribution to the business 1.3. Identify international markets operating under free trade or protectionist arrangements and estimate likely ease of entering and trading successfully 1.4. Identify international trade policies and agreements and estimate their likely impact on international marketing opportunities
2. Assess international business and electronic commerce market factors	2.1. Identify and analyse impact of economic, political, social and cultural factors affecting international market on international marketing opportunities 2.2. Investigate international market trends and developments to identify market needs relative to the business 2.3. Identify new and emerging business and electronic commerce markets, and assess opportunities to enter, shape or influence markets in terms of their fit with business goals and direction, and their likely contribution to the business
3. Identify risk factors for international marketing opportunities	3.1. Analyse and rate acceptability of political, financial stability and corruption risk factors for potential market 3.2. Analyse and rate acceptability of legal and regulatory requirements, and trade barriers for potential market 3.3. Relate risk factors to international business cycles in terms of economic conditions and estimate their impact on potential market
4. Investigate international business and electronic commerce marketing opportunities	4.1. Identify and analyse international marketing opportunities in terms of their likely fit with the organisation's goals and capabilities 4.2. Evaluate each opportunity to determine its impact on current business and customer base 4.3. Use an assessment of costs, benefits, risks and opportunities to determine financial viability of each marketing opportunity 4.4. Determine probable return on investment and potential competitors 4.5. Describe and rank marketing opportunities in terms of viability and likely contribution to the business

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to gather information and to communicate with cultural sensitivity culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to read and interpret information from a variety of sources research, information management and evaluation skills to determine viable international business opportunities through careful analysis of market and risk factors technology skills to use a range of office equipment and software when conducting electronic commerce.
Required knowledge
Australian Standards and international standards, including those covering: environmental matters human rights labour relations packaging risk management cross-cultural communication and negotiation styles relevant to the country or countries being considered for market entry or for further market penetration global and country specific economic, social and industry directions, trends, practices and techniques Organisation for Economic Co-operation and Development (OECD) International Guidelines for Consumer Protection in the Context of Electronic Commerce Australian Government Policy Framework for Consumer Protection in Electronic Commerce Australian Guidelines for Electronic Commerce key provisions of relevant legislation from all forms of government, codes of practice and national and international standards that may affect aspects of business operations within Australia and internationally, such as: anti-discrimination legislation consumer laws ethical principles extra-territoriality provisions of the Trade Practices Act foreign investment limits labour laws legal aspects of bilateral and multi-lateral trade agreements privacy laws taxation laws World Trade Organization (WTO) dispute resolution system organisational business and marketing plans, products and services software applications used in conducting international electronic commerce.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting and presenting an evaluation of various international marketing opportunities including: analysing the global business environment assessing social, cultural, political and economic factors impacting on the selection of which market opportunities to select conducting a risk assessment for each opportunity considered analysing the financial viability of selected international marketing opportunities
Context of and specific resources for assessment	Assessment must ensure: access to information sources on countries and markets being considered for entry or further penetration access to office equipment and resources access to examples of previous international marketing evaluation documents, strategic plans and marketing 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: analysis of responses to case studies and scenarios assessment of written reports on evaluation and selection of marketing opportunities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on market evaluation activities observation of techniques used to identify and assess risks, and to financially analyse possible market opportunities oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG606B Manage international marketing programs other marketing units.

Range Statement

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.
International business and electronic commerce market factors may include:	cost of funds cultural and political groupings currency exchange rates customer service factors distribution channels geographical groupings government assistance growth factors incentives industrial structure interest rates investment rates level of economic development online customer groupings political systems social and cultural factors tariffs technology and telecommunications infrastructure trade groupings trade relations with Australia trade restrictions virtual communities
International trade policies and agreements may include:	customs unions bilateral trade agreements such as: Australia-US Free Trade Agreement (AUSFTA) Singapore-Australia Free Trade Agreement (SAFTA) Thailand-Australia Free Trade Agreement (TAFTA) Australia-New Zealand Closer Economic Relations Trade Agreement (ANZCERTA) multi-lateral trade agreements such as the WTO agreements for goods, services and intellectual property, including: agriculture air transport anti-dumping measures customs valuation methods financial services health regulations for farm products import licensing investment measures movement of natural persons preshipment inspection product standards rules of origin safeguards shipping subsidies and counter measures telecommunications textiles and clothing other multi-lateral trade agreements such as: European Union trade regulations
International marketing opportunities may include:	agents direct investment exporting intermediaries joint ventures licensing online business opportunities strategic alliances
Social and cultural factors may include:	behaviours currency customs family role and status language legal system political system preferences social values traditions
Risk factors may include:	available technology communication systems corruption risks cultural factors financial stability language factors legal and regulatory requirements legal risks in selling goods and services online to the international market logistics political stability resource availability, sustainability and management resource capability and capacity telecommunications infrastructure trade barriers transportation systems work factors
Economic conditions may include:	depression prosperity recession recovery

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG606B Manage international marketing programs

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to formulate, assess, strategically manage, evaluate and improve international marketing programs. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior marketing or management personnel who are required to manage international marketing activities including evaluating international marketing opportunities, setting marketing objectives and determining the approach and operational structure for an organisation marketing internationally. Individuals undertaking this unit are also required to manage a team of people implementing international marketing opportunities, including monitoring, evaluating and improving activities as required. BSBMKG605B Evaluate international marketing opportunities, may be undertaken before or in conjunction with this unit.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Formulate international marketing objectives	1.1. Select viable international marketing opportunities and develop objectives that are consistent with the organisation's capabilities and resources 1.2. Identify measurable international marketing objectives that are consistent with the organisation's strategic direction, and identify the nature and extent of what is to be achieved in the international market 1.3. Formulate strategic objectives and related key performance indicators by product, service, country or international grouping, and overall 1.4. Develop a risk management strategy to manage contingencies and ensure marketing objectives are met in accordance with overall organisational requirements
2. Determine international marketing approach	2.1. Research international marketing opportunities and determine global or customised approaches for promotion of products or services 2.2. Evaluate options for choice of marketing approaches 2.3. Select a marketing approach that meets marketing objectives, international market conditions and consumer preferences
3. Determine operational structures	3.1. Evaluate business culture and consumer preferences, and identify compatible marketing structures 3.2. Identify options for operational marketing structure and rank them in terms of their strengths and weaknesses in servicing international markets 3.3. Choose an operational structure that best fits the international market and product or service
4. Manage international marketing performance	4.1. Communicate international marketing objectives across the organisation in ways suited to culture, customs, levels of knowledge, experience and needs of personnel 4.2. Identify and agree roles, responsibilities and accountabilities of staff and contractors involved in all elements of marketing effort 4.3. Develop a communication strategy to ensure that personnel responsible for each element of marketing mix work together to meet organisation's marketing objectives 4.4. Manage marketing effort to ensure it is directed towards areas of greatest potential for the organisation 4.5. Manage integration of marketing, promotional and any sales activities in accordance with international marketing objectives
5. Evaluate and improve international marketing performance	5.1. Monitor product, pricing and distribution policies in relation to market changes, objectives of marketing plan and organisational requirements 5.2. Monitor overall marketing progress against performance targets to ensure activity, quality, cost, and time requirements are met 5.3. Analyse, review and revise marketing outcomes and objectives 5.4. Analyse successes and performance gaps as to cause and effect, and use them to improve international marketing performance 5.5. Analyse changes in market phenomena, and identify and document their potential impact on international marketing objectives 5.6. Document the review of marketing performance against key performance indicators in accordance with organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to gather information and communicate with cultural sensitivity culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities literacy skills to read and interpret information from a variety of sources numeracy and financial skills to determine budgets and financial viability of international marketing activities research, information management and evaluation skills to determine viable international business opportunities through careful analysis of market and risk factors technology skills to use a range of office equipment and software when conducting electronic commerce.
Required knowledge
Australian E-commerce Best Practice Model Australian Government Policy Framework for Consumer Protection in Electronic Commerce Australian Standards and international standards, including: environmental standards human rights labour relations packaging risk management cross-cultural communication and negotiation styles relevant to the country/ies where international marketing activities take place global and country specific economic, social and industry directions, trends, practices and techniques key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations within Australia and internationally, such as: anti-discrimination legislation consumer laws ethical principles extra-territoriality provisions of the Trade Practices Act foreign investment limits labour laws legal aspects of bilateral and multi-lateral trade agreements privacy laws taxation laws World Trade Organization (WTO) dispute resolution system Organisation for Economic Co-operation and Development (OECD) International Guidelines for Consumer Protection in the Context of Electronic Commerce organisational business and marketing plans, products and services software applications used in conducting international electronic commerce.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: documenting and presenting: international marketing objectives selected marketing approach creation of an operational structure effectively managing international marketing activities monitoring and evaluating international marketing performance, and making any necessary adjustments as required formulating suggestions on how marketing activities could be affected in the future.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to organisational strategic and marketing plans, and other relevant documents.
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: analysis of responses to case studies and scenarios assessment of written reports demonstration of performance management, financial risk or other management techniques direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG603B Manage the marketing process BSBMKG605B Evaluate international marketing opportunities other marketing units management units.

Range Statement

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.
International grouping may include:	cultural groupings geographical groupings online virtual communities political groupings trade groupings
Risk management strategy may include:	risk analysis risk assessment and prioritisation risk identification risk maintenance risk treatment and controls risk evaluation risk monitoring monitoring risks making adjustments to risk treatments and controls
Marketing approaches may include:	customised global online product or promotion adaptation product or promotion standardisation segmentation by criteria which are: behaviouristic demographic end use geographic operational psychographic
Operational marketing structure may include:	export operation global organisation joint venture licensing multi-national organisation online business operation overseas branch strategic alliance subsidiary company
Strengths and weaknesses may include:	accessibility distribution channels financial factors manufacturing capability market capability potential profit factors research capability resource commitment risk control
Marketing mix may include:	distribution level of service pricing product or service variables such as: design quality range safety features technical features promotion

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG607B Manage market research

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to prepare for, manage and evaluate market research projects across an organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior marketing professionals who are responsible for preparing market research plans for implementation, engaging external consultants, managing market research activity, and evaluating research processes and findings across an organisation.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare market research plans for implementation	1.1. Determine research policies and procedures 1.2. Develop or commission and review a market research project plan and detailed work plans to point of finalisation 1.3. Execute processes to obtain required resources to implement a market research project plan and work plans
2. Engage external consultants or service providers	2.1. Identify requirements for external consultants from market research project plan 2.2. Specify goods and services required to implement plans, and detail criteria for selection 2.3. Identify, evaluate and select potential consultants or other providers of required goods and services 2.4. Contract selected consultants or providers of goods and services
3. Manage market research activity	3.1. Monitor work plan activity to ensure adherence to market research project plan and work plans, and consistency with organisational market research policy and procedures 3.2. Manage external consultants or service providers to ensure performance is in line with expectations and contractual requirements
4. Evaluate research processes and findings	4.1. Confirm validity of information and data obtained by market research 4.2. Review relevance and usefulness of findings against research objectives outlined in market research project plan 4.3. Assess performance of project against all relevant elements of market research project plan and work plans 4.4. Measure stakeholder satisfaction with research process and findings 4.5. Prepare reports on future improvements to research process 4.6. Implement revised policy and practices in accordance with organisational requirements

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and interpersonal skills to establish rapport and build relationships with clients and external contractors; and to liaise with stakeholders creativity and innovation skills to design market research project plan information management skills to collate and extract relevant findings from information collected management skills to monitor work plans problem-solving skills to deal with complex planning and implementation leadership and teamwork skills to manage others within the organisation and external contractors conducting market research activity.
Required knowledge
principles and practices of market research including: data processing methods and data analysis techniques project design to meet given budgets and other resource constraints qualitative and quantitative research design of samples development and application of hypotheses role of research in enterprise development use of survey instruments project management principles and practices including for: consultation and stakeholder involvement development of policies and procedures methods of action to ensure performance monitoring of time lines, budgets and other implementation plans organisational procedures for engagement of consultants key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: confidentiality requirements copyright laws defamation laws privacy laws sweepstakes regulations Trade Practices Act economic, social and industry directions, trends, and practices; organisational structures, roles, responsibilities and policies; industry product and service knowledge.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: preparing at least one market research plan developing specifications for research components outsourced to external consultants as appropriate managing market research activities in accordance with organisational market research policy and procedures evaluating research processes and findings against relevant market research project plan and work plans preparing and presenting a report on market research findings.
Context of and specific resources for assessment	Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to previous market research plans and exemplars of market research project specifications.
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: assessment of written reports evaluating market research activities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other marketing units.

Range Statement

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.
Research policies and procedures may include:	measures taken to ensure quality of data and to set validity and reliability requirements occupational health and safety procedures, practices, policies and precautions opportunities for involvement of enterprise staff and other stakeholders performance indicators, targets and specifications privacy and confidentiality guidelines, and ethical considerations procedures to accurately document findings and to ensure accuracy is being attained relevant national, state and local legislation
Finalisation may include:	additional detail on any matter of operations that was not required for approved plans but is required for action by researchers or other relevant personnel
Processes to obtain required resources may involve:	liaison and negotiation with key stakeholders organisational procedures and requirements for obtaining resources written and oral submissions for resources
Monitoring work plan activity may include:	amending work plan if necessary documenting what is required of researchers, by when and with what resources conducting meetings, briefings or providing direct supervision providing opportunities for feedback, support, advice and debriefing for research workers developing and implementing procedures for regular reviews of progress
Stakeholders may include:	Board chief executive officer management committee marketing personnel other managers owners production staff senior management team supervisors team members

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG608A Develop organisational marketing objectives

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to conduct a strategic analysis to develop organisational marketing objectives. This involves reviewing the organisation's internal and external environments, evaluating past and current marketing performance, and exploring and evaluating new marketing opportunities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior marketing professionals who are responsible for providing strategic direction to the marketing function of an organisation. Their responsibilities include analysing information on the internal and external business and marketing environment; examining current marketing performance; identifying new marketing opportunities arising from emerging trends; and devising strategies to achieve overall business objectives. Individuals operating at this level will generally conduct these activities using information gathered by people working under their direct and indirect supervision at lower levels of the organisation. This unit should be assessed either before or in conjunction with BSBMKG609A Develop a marketing plan, which covers the skills and knowledge to devise specific marketing strategies and tactics arising from formulation of marketing objectives.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Identify strategic direction	1.1. Confirm organisation's mission, vision, purpose and values from current organisational materials or from owners, directors or senior management 1.2. Analyse strategic organisational documents to identify organisational directions and targets 1.3. Complete a situational analysis that identifies factors impacting on the direction and performance of the business 1.4. Identify legal and ethical requirements for the organisation 1.5. Document and confirm the strategic direction of the organisation with owners, directors or senior management, and identify its impact on marketing activities
2. Review marketing performance	2.1. Evaluate the effectiveness of previous marketing and positioning strategies to identify lessons learned 2.2. Analyse current key products or services and major markets for strengths, weaknesses, opportunities and threats 2.3. Evaluate previous marketing opportunities captured by the organisation, and examine and document their profitability 2.4. Evaluate marketing performance against previous objectives, targets to identify critical success factors, and areas for improvement
3. Scope marketing opportunities	3.1. Identify and analyse marketing opportunities in terms of their viability and likely contribution to the business 3.2. Use an assessment of external factors, costs, benefits, risks and opportunities to determine the scope of each marketing opportunity 3.3. Analyse opportunities in terms of their likely fit with organisational goals and capabilities 3.4. Evaluate each opportunity to determine its likely impact on current business and customer base
4. Formulate marketing objectives	4.1. Develop objectives in consultation with key internal stakeholders that are attainable and measurable, and that identify the nature and extent of what is to be achieved 4.2. Ensure objectives are consistent with the forecast needs of the business and the market 4.3. Ensure objectives are compatible with the organisation's projected capabilities, resources and financial position 4.4. Ensure objectives are compatible with the organisation's direction and purpose, and meet legal and ethical requirements 4.5. Formulate long term strategic objectives and related key performance indicators by product or service, market segment and overall 4.6. Develop a risk management strategy to identify risks and manage contingencies, and to ensure that marketing objectives are met in accordance with overall organisational requirements 4.7. Document marketing objectives

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to question, clarify and report information management skills to extract relevant details when conducting strategic analysis literacy skills to write in a range of styles for different audiences, and to interpret legal requirements and strategic organisational documents numeracy skills to analyse marketing performance data.
Required knowledge
financial management techniques key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice Australian E-commerce Best Practice Model Australian Government Policy Framework for Consumer Protection in Electronic Commerce confidentiality requirements copyright laws defamation laws Free TV Australia Commercial Television Industry Code of Practice anti-discrimination legislation and principles of equal opportunity, equity, and diversity privacy laws sweepstakes regulations Trade Practices Act organisational structure, policies, procedures, products or services and overall strategic plans principles and concepts of marketing and evaluation methodologies strategic, operational and tactical analysis techniques.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: developing marketing objectives for an organisationincluding: undertaking strategic analysis reviewing current marketing performance formulating short and long term marketing objectives developing a marketing risk management strategy.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to examples of previous strategic and marketing strategic, analyses and 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: analysis of responses to case studies and scenarios assessment of written reports on strategic analysis conducted and formulated objectives direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentations on marketing performance and objectives oral or written questioning review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG609A Develop a marketing plan other marketing units.

Range Statement

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.
Strategic organisational documents may include:	annual reports codes of practice company policy customer service charter security and privacy policies strategic marketing plans strategic plans
Situational analysis may include:	collaborators analysis competitive analysis environmental analysis market analysis market measurements productivity or profitability analysis
Legal and ethical requirements may include:	codes of practice cultural expectations and influences environmental issues ethical principles health and safety of workplace personnel legislation policies and guidelines regulations security and privacy issues social responsibilities societal expectations
Evaluating marketing performance may include:	comparative analysis competitive analysis life cycle models product portfolio analysis strengths, weaknesses, opportunities, threats (SWOT) analysis value chain analysis
Key internal stakeholders may include:	Board of directors finance staff human resources staff IT staff managers marketing personnel owners production staff supervisors

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG609A Develop a marketing plan

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to research, develop and present a marketing plan for an organisation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to individuals working in senior marketing positions who are responsible for formulating a marketing plan by developing specific marketing strategies and tactics in accordance with the organisation's overall marketing objectives. Individuals operating at this level may receive input from people working under their supervision who collect information required to devise specific marketing strategies and tactics. This unit builds on BSBMKG608A Develop organisational marketing objectives, which covers the skills and knowledge required to conduct a strategic analysis to formulate organisational marketing objectives.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Devise marketing strategies	1.1. Evaluate marketing opportunity options that address organisational objectives, and evaluate their risks and returns in the selection process 1.2. Develop marketing strategies that address strengths and opportunities within the organisation's projected capabilities and resources 1.3. Develop strategies which increase resources or organisational expertise where gaps exist between current capability and marketing objectives 1.4. Develop feasible marketing strategies and communicate reasons that justifies their selection 1.5. Ensure strategies align with organisation's strategic direction 1.6. Develop a marketing performance review strategy, incorporating appropriate marketing metrics to review of organisational performance against marketing objectives
2. Plan marketing tactics	2.1. Detail tactics to implement each marketing strategy in terms of scheduling, costing, accountabilities and persons responsible 2.2. Identify coordination and monitoring mechanisms for scheduled activities 2.3. Ensure tactics are achievable within organisation's projected capabilities and budget 2.4. Ensure tactics meet legal and ethical requirements 2.5. Ensure tactics provide for ongoing review of performance against objectives and budgets, and allow marketing targets to be adjusted if necessary
3. Prepare and present a marketing plan	3.1. Ensure marketing plan meets organisational, as well as marketing, objectives and incorporates marketing approaches and a strategic marketing mix 3.2. Ensure marketing plan contains a rationale for objectives and information that supports the choice of strategies and tactics 3.3. Present marketing plan for approval in the required format and timeframe 3.4. Adjust marketing plan in response to feedback from key stakeholders and disseminate for implementation within the required timeframe

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities leadership skills to gain trust and confidence of colleagues and clients literacy skills to identify company and product or service information, to interpret strategic reports, to write in a range of styles for different audiences and to interpret legal requirements, company policies and procedures numeracy skills to analyse, create and manage budgets for marketing activities organisational and time management skills to sequence tasks and meet time lines presentation and facilitation skills to present a marketing plan.
Required knowledge
organisational structure, products and services, overall strategic and marketing objectives key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects of business operations such as: anti-discrimination legislation and principles of equal opportunity, equity, and diversity Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice Australian E-commerce Best Practice Model Australian Government Policy Framework for Consumer Protection in Electronic Commerce confidentiality requirements copyright laws defamation laws Free TV Australia Commercial Television Industry Code of Practice privacy laws sweepstakes regulations Trade Practices Act industry products and services knowledge.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: devising, documenting and presenting a marketing plan detailing approaches and the marketing mix to achieve organisational marketing objectives.
Context of and specific resources for assessment	Assessment must ensure: access to office equipment and resources access to strategic plans and marketing objectives.
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: assessment of written marketing plans outlining marketing strategies and tactics to be used in achieving organisational marketing objectives demonstration of techniques used to develop marketing strategies in conjunction with relevant persons direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of presentation of marketing plan to relevant persons oral or written questioning review of testimony from team members, colleagues, supervisors or managers.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBMKG608A Develop organisational marketing objectives other marketing units.

Range Statement

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.
Marketing opportunity options may include:	cooperative ventures exports extending, expanding or otherwise changing an existing business franchising joint ventures new businesses new products or services for existing markets new products or services for new markets potential for greater penetration of existing markets with existing products or services strategic alliances take-overs
Marketing strategies may include:	achieving lower costs of production and distribution than competitors creating a very different product line or service so that the business becomes a class leader in the industry distribution pricing, presentation and display of products or services product design and packaging product range and mix promotion and advertising pursuing cost leadership or product differentiation within a specialist market segment
Marketing performance review strategy may include:	comparative analysis competitive analysis life cycle models product portfolio analysis strengths, weaknesses, opportunities, threats (SWOT) analysis value chain analysis
Legal and ethical requirements may include:	codes of practice cultural expectations and influences environmental issues ethical principles legislation policies and guidelines regulations safety issues security and privacy issues social responsibilities societal expectations
Marketing approaches may include:	differentiated target marketing direct marketing direct response marketing e-business mass distribution mass marketing personal selling product variety marketing promotion marketing
Marketing mix may include:	product or service variables such as: technical features design quality range safety features pricing promotion distribution level of service

Unit Sector(s)

Unit sector

Competency field

Competency field	Business Development - Marketing

Co-requisite units

Co-requisite units

BSBMKG610A Develop, implement and monitor a marketing campaign

Modification History

Release	Comments
Release 2	New release of this Qualification released with version 6 of BSB07 Business Services Training Package. Outdated advice removed

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to design marketing campaigns, to implement campaigns and to analyse the success of a campaign.

Application of the Unit

This unit applies to marketing campaigns conducted in support of enterprise or client marketing activities which involve a unique set of resourcing, planning and implementation activities.

Competence in this unit requires designing, implementing, monitoring, analysing and reviewing the success of a marketing campaign

This role may be undertaken by staff with managerial responsibility or specialist staff (campaign manager, operations manager), depending on size and structure of the organisation.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Design a campaign	1.1. Identify critical campaign design features from business needs and objectives 1.2. Develop campaign objectives 1.3. Identify required campaign resources 1.4. Establish appropriate organisational, team and individual targets 1.5. Develop campaign procedures for all relevant parties 1.6. Confirm campaign design by consulting with stakeholders 1.7. Identify technical requirements to support campaign 1.8. Ensure campaign design complies with relevant legislation and regulatory codes
2. Implement campaign and monitor outcomes	2.1. Use project management tools effectively 2.2. Establish real-time campaign monitoring and reporting 2.3. Accurately analyse campaign results at regular intervals 2.4. Conduct effective campaign debriefing with staff and key stakeholders
3. Analyse fulfilment processes	3.1. Map existing fulfilment processes 3.2. Collect comprehensive data on campaign fulfilment performance 3.3. Conduct effective process improvement analysis 3.4. Establish appropriate new processes or standards 3.5. Specify and establish an appropriate tracking mechanism
4. Present campaign results to relevant business units	4.1. Conduct an effective written and oral presentation 4.2. Focus on critical aspects of the campaign in the presentation 4.3. Clearly communicate required action of other parties 4.4. Communicate and resolve campaign process concerns and issues
5. Prepare campaign cost-benefit analysis	5.1. Collect relevant campaign data 5.2. Accurately calculate cost of calls and other transactions 5.3. Accurately assess immediate and longer term financial gains of campaign 5.4. Communicate appropriate performance and financial results to relevant parties

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills
analytical skills to analyse workplace information and data, and to make observations of workplace tasks and interactions with people, their activities, equipment, environment and systems communication skills to conduct formal and informal meetings and to communicate with personnel at all levels consultation and negotiation skills to develop and implement plans and campaigns effectively financial skills to manage budgetary resources information technology skills to effectively manage and analyse data interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to establish relevant networks leadership skills to gain trust and confidence of colleagues and clients numeracy skills to analysis data to determine success presentation skills to develop and present reports or presentations which deal with complex ideas and concepts, and to articulate ideas and information effectively problem-solving skills to create innovative solutions to issues that arise project management skills to design and implement campaigns within project management guidelines.
Required knowledge
business objectives and requirements campaign design and evaluation principles competitor activity and products/services customer contact technology and databases legislation, regulatory and organisational requirements operational budget and business planning organisational communication methods.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: designing, implementing, controlling, monitoring and reviewing a marketing campaign knowledge of relevant legislation, regulatory and organisational requirements.
Context of and specific resources for assessment	Assessment must ensure: access to workplace information and data access to information and databases for analysis activities access to relevant legislation, regulations, standards and guidelines access to stakeholder feedback.
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 campaign project plan review of communication plan review of documentation of processes and technical requirements review of campaign reporting analysis of campaign results (against target) review of process improvement plan oral and/or written questioning to assess knowledge of stakeholder feedback review of analysis and valuation of campaign processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Campaign may include:	courtesy/follow-up calls data collection loyalty program re-contracting retention offers sales value add services
Stakeholders may include:	billing company for which campaign is being undertaken (under outsourcing arrangements) credit and collections executive own sales and support team sales and marketing
Relevant legislation and regulatory codes may include:	consumer credit codes Do Not Call Register industry specific codes marketing codes Privacy Act Trade Practices Act
Project management tools may include:	application of quality processes generic management tools purpose built campaign management tools risk assessment and management standard project management practices
Fulfilment processes may include:	after sales support billing data entry despatch of field staff despatch of necessary documentation and collateral establishment of new or renewed contract provisioning of new services supply and delivery of new product
Process improvement analysis may include:	after sales support analysis of extra calls generated by campaign analysis of reliability and performance of fulfilment process customer satisfaction surveying modifications that can be adopted for future campaigns overall results against targets performance and results of individuals and teams quality of databases and data integrity review of processes used sales conversion rate analysis stakeholder feedback (including team, sales and marketing)

Unit Sector(s)

Business Development - Marketing

BSBMKG611A Manage measurement of marketing effectiveness

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage a strategy to measure the effectiveness of a marketing activity using a range of marketing metrics. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to senior marketing professionals who are in a strategic role, responsible for managing the measurement of marketing effectiveness. They may work in small, medium or large enterprises and in a variety of industries.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Prepare for implementation of a strategy to measure marketing effectiveness	1.1. Review current marketing strategies and marketing plans and research a range of metrics available to measure effectiveness of relevant marketing processes and functions 1.2. Analyse effectiveness of current marketing metrics used by the organisation in each key marketing operation 1.3. Critically analyse how existing marketing metrics link to strategy and opportunities to improve the links 1.4. Plan to address any issues with the use of marketing metrics within the organisation 1.5. Design criteria for retaining existing marketing metrics and for selecting new manageable and cost-effective metrics 1.6. Gain approval for the design or redesign of the strategy from senior management
2. Design strategy to measure marketing effectiveness	2.1. Set objectives for the measurement and evaluation of marketing effectiveness 2.2. Select methods to measure marketing performance for each marketing process or function, tailored to the organisation's brand or unique positioning 2.3. Calculate costs of gathering and analysing data with the assistance of relevant financial experts 2.4. Design and record the implementation strategy for measuring and analysing marketing performance, or make recommendations for improving current strategy
3. Manage, implement and evaluate the strategy to measure marketing effectiveness	3.1. Design and implement an appropriate communication and training strategy, so that marketing and other relevant personnel fully understand their role in measuring marketing effectiveness 3.2. Supervise the design and implementation of specific metrics 3.3. Plan and monitor work activity to ensure adherence to strategy for measurement of marketing effectiveness 3.4. Design process to review and evaluate marketing metrics on a regular basis and if organisational strategy changes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication skills to: train staff write and present complex reports to key decision makers learning skills to review and evaluate marketing metrics in order to contribute to operational outcomes numeracy skills to: analyse marketing data calculate cost-effectiveness of collecting and analysing data design and review metrics planning and organising skills to: plan and implement a strategy to measure marketing performance plan work activities problem-solving skills to devise solutions to issues with the use of marketing metrics technology skills for research and data analysis
Required knowledge
factors to consider in designing and implementing a communication and training strategy range of marketing functions within an organisation range of marketing metrics and their usefulness in measuring key marketing operations relationship between marketing metrics and the need for marketing directors, chief financial officers, chief executive officers and board members to be able to monitor marketing performance

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: design of a strategy for measuring marketing performance which includes: objectives metrics costs implementation strategy evaluation strategy choice, design and implementation of specific chosen metrics as required by strategy design of a training program for relevant personnel about their role in measuring marketing effectiveness.
Context of and specific resources for assessment	Assessment must ensure access to: a workplace or simulated work environment relevant workplace documents and data, in particular data already collected to measure marketing effectiveness office equipment and resources, including appropriate software.
Method of assessment	The following assessment methods are appropriate for this unit: review of portfolio of evidence of actions taken to produce a strategy to measure marketing performance oral or written questioning to assess: actions taken to produce the strategy to measure marketing performance knowledge of marketing metrics and their uses for different phases of the marketing process and for different marketing outcomes analysis of responses to case studies and scenarios around marketing metrics demonstration of a training strategy for relevant personnel to introduce them to the use of the marketing metrics.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Metrics may include:	accounting and financial outcomes brand equity, such as: availability brand perception familiarity loyalty and retention penetration brand value competition customer databases customer acquisition, satisfaction, retention, value and loss communications and effectiveness e-metrics, such as: hits page views visits inventory efficiency and effectiveness market performance by customer and product market share overall sales return on marketing investment in market-based assets sales force effectiveness share of mind share of voice share of wallet shareholder value.
Marketing processes and functions may include:	advertising direct marketing distribution e-marketing loyalty programs market research marketing communications pricing product development, including pre- and post-launch sales force.
Issues may include:	cost of obtaining meaningful information differences in treatment of intangible assets in financial statements frequency of measurement level of management that reviews the metrics skill of marketing personnel in terms of measurement volume of data to be analysed.
Criteria may include:	costs (money and time) involved in measuring possible benefits of measurement risks if measurement does not occur whether they are: cost-effective precise and sensitive to change predictive, e.g. of future customer purchase, retention and cash flow relevant to the organisation's strategy and context reliable over time so trends can be tracked.

Unit Sector(s)

Unit sector

Competency field

Competency field	Business development - marketing

Co-requisite units

Co-requisite units

BSBPMG404A Apply quality management techniques

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to enhance project outcomes through contributing to quality planning, applying quality policies and procedures and contributing to continuous improvement within projects. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to a project team member working under the direction of a project manager with other project team members. The individual may be operating within an organisation or as a consultant. The skills should be applied in the context of multiple complex projects, with the individual operating as part of a specialist project management team. In the context of this unit a complex project is defined as a project which involves: the need for a comprehensive and multi faceted project plan the need for a formal internal or external communications strategy a dedicated and diverse project budget multiple administrative components multiple operational components a wide range of stakeholders a project operations team. The functions performed by a worker managing a straightforward project or a section of a larger project where project management is not the main focus of the job role are covered by BSBPMG510A Manage projects.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Contribute to quality planning	1.1. Contribute to determining quality requirements of project stakeholders 1.2. Contribute to establishing quantifiable quality criteria for project outcomes and objectives 1.3. Source information to locate and interpret quality policy and procedures 1.4. Contribute to the development of quality requirements in the project plan and processes
2. Apply quality policies and procedures	2.1. Undertake work under delegated authority to implement quality assurance within the project in accordance with agreed quality standards and guidelines 2.2. Maintain records and documentation in accordance with set procedures to facilitate quality control and to provide an audit trail 2.3. Document and evaluate results of project activities and product performance to determine compliance with agreed quality standards 2.4. Report shortfalls in quality outcomes to others to enable appropriate action to be initiated
3. Contribute to continuous improvement process	3.1. Participate in the ongoing review of project outcomes to determine the effectiveness of quality management activities 3.2. Report quality management issues and responses to others for application in future projects

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
literacy skills to work with quality documents and project records, and to produce records for quality control and auditing purposes organisational skills and attention to detail to monitor compliance with agreed standards teamwork and communication skills to communicate quality issues.
Required knowledge
quality auditing processes and requirements quality standards and their place in the project life cycle.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: application of quality management and continuous improvement techniques in relation to multiple complex projects knowledge of quality auditing processes and requirements.
Context of and specific resources for assessment	Assessment must ensure: access to examples of project management documentation used for quality control purposes access to project team records.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods 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 oral or written questioning to assess knowledge of strategies for managing project quality and their application to different situations analysis of responses to case studies and scenarios which present issues and problems in project quality management review of records documented and maintained evaluation of documented results of project activities and product performance evaluation of reports developed about shortfalls in quality outcomes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Project Management.

Range Statement

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.
Information may include:	designated standard operating procedures and regulations organisation and project standards organisational quality management policy and guidelines as applied to specific requirements of a project project quality guidelines and instructions
Delegated authority means:	carried out under limited guidance and supervision subject to frequent change in a multi-disciplinary environment within agreed authorisation and limits within established organisational framework, procedures and routines
Quality assurance may include:	project finalisation process to capture lessons learned and to enable continuous improvement systematic review of the project management process to ensure compliance with organisational policy and guidelines
Quality control may include:	inspections and audits in compliance with guidelines monitoring conformance with the specification recommending ways to eliminate causes of unsatisfactory performance of products or processes regular inspection by the individual or the monitoring of inspections by internal or external agents reporting of variances
Others may include:	higher project authority project manager project specialists or other personnel team members

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Project Management

Co-requisite units

Co-requisite units

BSBPMG407A Apply risk management techniques

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to assist with aspects of risk management within a project. It specifically involves assisting the project team to plan for, control and review risks associated with the project. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	This unit applies to a project team member working under the direction of a project manager with other project team members. The individual may be operating within an organisation or as a consultant. The skills should be applied in the context of multiple complex projects, with the individual operating as part of a specialist project management team. In the context of this unit a complex project is defined as a project which involves: the need for a comprehensive and multi faceted project plan the need for a formal internal or external communications strategy a dedicated and diverse project budget multiple administrative components multiple operational components a wide range of stakeholders a project operations team. The functions performed by a worker managing a straightforward project or a section of a larger project where project management is not the main focus of the job role are covered by BSBPMG510A Manage projects.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Assist with risk analysis and planning	1.1. Contribute to identifying and prioritising potential risks throughout the project life cycle 1.2. Provide input, within delegated authority, to develop risk management strategies and risk management plans within established guidelines 1.3. Establish risk analysis methods, techniques and tools to assist in the analysis of risks 1.4. Ensure reporting mechanisms for risks are planned for and agreed to
2. Conduct risk control activities	2.1. Undertake control activities in accordance with agreed project and risk management plans to achieve project objectives 2.2. Measure progress and act on perceived, potential or actual risks within authority or report to others for response 2.3. Contribute to the implementation of agreed risk approaches and the amendment of plans to reflect the changing environment 2.4. Identify and report opportunities for action in the same way as risks
3. Contribute to assessing risk management outcomes	3.1. Contribute to the ongoing review of project outcomes to determine the effectiveness of risk management activities by accessing project records and other available information 3.2. Report risk management issues and responses to others for lessons learned or application in future projects

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
planning, organising and analytical skills to assist with risk analysis, risk management planning and review of risk management outcomes communication and teamwork skills to contribute to collective processes for risk management initiative and enterprise to think laterally about risks and how they might occur.
Required knowledge
risk management framework and risk management processes.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: application of risk management techniques in relation to multiple complex projects knowledge of risk management methods, techniques and tools.
Context of and specific resources for assessment	Assessment must ensure: access to examples of project management documentation for risk management.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods 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 analysis of responses addressing case studies and scenarios which present issues and problems in project risk management oral or written questioning to assess knowledge of strategies for managing project risk and their application to different situations review of risk analysis methods, techniques and tools review of risk management plans evaluation of reporting of risk management issues and responses.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other units from the Certificate IV in Project Management.

Range Statement

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.
Delegated authority means:	subject to frequent change in a multi-disciplinary environment under limited guidance and supervision within agreed authorisation and limits within established organisational framework, procedures and routines
Risk analysis methods, techniques and tools may include:	using personal experience and/or subject matter experts assisting in qualitative and/or quantitative risk analysis, such as schedule simulation, decision analysis, contingency planning and alternative strategy development using specialist risk analysis tool/s to assist in the decision making process
Others may include:	higher project authorities project manager project specialists or personnel team members
Opportunities may include:	better means of achieving a result changes in the project or broader environment that offer scope for rescheduling activities to better effect efficiencies or methods to work more effectively, such as ways of shortening an activity initial project activities that reveal entirely different sets of priorities for example, product development, research and policy development responses to changing commercial/competitive conditions
Reviews may include evaluations of:	agreed major milestones, for example phases and sub-contracts change of key personnel delivery of major deliverables finalisation of project and other agreed milestones
Records may include:	lists of potential risk events (risk register/log) project and/or organisation files and records risk analysis and reappraisal risk diaries, incident logs, occurrence reports and other such documentation risk management lessons learned risk management plan

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Project Management

Co-requisite units

Co-requisite units

BSBPMG409A Apply project scope-management techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG401A Apply project scope management techniques.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to contribute to the control of a project's scope by assisting with identifying its objectives, deliverables, constraints, assumptions and outcomes; and by applying controls once the project has commenced.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Contribute to defining project scope	1.1 Review project initiation documentation and assist in identifying project objectives and requirements 1.2 Contribute to identifying project deliverables 1.3 Contribute to identifying measurable outcomes to enable evaluation of project performance 1.4 Contribute to developing and documenting the scope-management plan 1.5 Assist in obtaining agreement to scope from relevant project authority
2. Apply project scope controls	2.1 Undertake work according to agreed project scope-management plan and by using established change-control procedures and performance-measurement procedures 2.2 Communicate instances of non-compliance with overall scope to the project manager and other team members
3. Contribute to review of scope controls	3.1 Measure progress to determine potential, perceived and actual scope changes 3.2 Appropriately report scope changes 3.3 Assist in the review of project outcomes to determine the effectiveness of initial and subsequent scope-management approaches

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

literacy skills to:

document agreed components of scope-management plan

interpret potentially complex project plans and documentation

report on project progress as required

numeracy skills to:

measure and control project scope

review project timeframes and deliverables

learning skills to identify training requirements necessary for effective consultation and scope management

planning and organising skills to:

measure progress against agreed objectives

monitor and respond to compliance issues

self-management skills to manage multiple tasks and ensure project progresses on time

teamwork and communication skills to liaise with other members of the project team on a range of project scope-management issues and challenges.

Required knowledge

components of a project scope-management plan

factors likely to impact on project scope

formal change-control processes

methods for measuring work outcomes and progress against plans

methods for segmenting and documenting a work breakdown structure

procedures for reporting scope change

types of project initiation documentation.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: contributing to monitoring and control of project scope recording project scope-management plan interpreting project initiation documentation for the purposes of documenting project scope.
Context of and specific resources for assessment	Assessment must ensure: access to project documentation, which includes information about project scope.
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 analysis of responses addressing different project scope-management scenarios oral or written questioning to assess knowledge of strategies for managing project scope and their application to different situations.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Project initiation documentation may include:	approved project charter or mandate business case changes to internal or external organisations, legislation and/or regulations documentation accessed through various accessibility modes feasibility study minutes of management or executive decisions organisation strategic and business plans outcomes and recommendations of associated projects.
Project objectives and requirements may include:	specifications for products and/or services statements in measurable format.
Project deliverables may include:	discrete products, outputs and services defined in the project scope high-level aggregations in the work breakdown structure.
Scope-management plan may include:	activities and tasks in the work breakdown structure constraints, assumptions and exclusions deliverables high-level risk identification key personnel preferred work organisation project benefits and outcomes project objectives.
Relevant project authority may include:	other body or person with delegated authority under project governance arrangements project manager project steering committee
Change-control procedures may include:	adjusting project scope documentation in response to scope changes approved by relevant authority identifying and monitoring designated elements of the project scope likely to change identifying and monitoring pressures that may influence scope creep maintaining scope change documentation for project audit.
Performance-measurement procedures may include:	using tools and techniques to manage and measure project progress in terms of time and resources.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG410A Apply project time-management techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG402A Apply time management techniques.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist with project scheduling activities, apply and monitor the agreed project schedule, and evaluate the effectiveness of time management for the project.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

1. Assist in developing project schedule	1.1. Contribute to developing the work breakdown structure with sufficient detail to enable effective planning and control 1.2. Contribute to estimating the duration and effort, sequence and dependencies of tasks to achieve project deliverables 1.3. Assist in using project scheduling tools and techniques to identify schedule impact on project time management, resource requirements, costs and risks 1.4. Contribute to achieving an agreed schedule baseline and communicating the schedule to stakeholders
2. Maintain project schedule	2.1. Use techniques to measure, record and report progress of activities in relation to agreed schedule 2.2. Record baseline variance between actual and planned progress 2.3. Contribute to forecasting the impact of change on the schedule and analysing options 2.4. Update task status and agreed changes to maintain currency and accuracy of schedule
3. Participate in assessing time-management outcomes	3.1. Assist in the review of project performance to determine the effectiveness of time management 3.2. Document scheduling and time-management issues and responses to assist in project evaluation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
numeracy and literacy skills to: schedule project activities work with project tools and techniques write reports on time-management issues planning and organising skills to: sequence tasks monitor progress against agreed deliverables technology skills to use software (if appropriate)
Required knowledge
implications of time management for project resources, costs and risks methods for estimating task duration and resource effort project-management techniques and tools for creating and monitoring schedules project time-management terminology and methodology

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: creating a work breakdown structure creating a project schedule showing tasks, deliverable milestones, sequence, dependencies and time estimates applying time-management techniques to a project applying tools and techniques to monitor and update project schedules.
Context of and specific resources for assessment	Assessment must ensure access to: workplace documentation, such as diaries, progress reports, spreadsheets, scheduling software and other planning tools with timeframes linked to deliverables.
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 candidate’s on-the-job project time management analysis of responses to case studies and scenarios addressing project issues and problems in project time management oral or written questioning to assess knowledge of strategies, tools and techniques for managing project time and their particular applications review of techniques used to measure, record and report progress of activities in relation to agreed schedules and plans assessment of changes implemented to the schedule and the updating of plans to accommodate changing situations throughout the project.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.
Work breakdown structure may include:	activity and task descriptors high-level deliverables framework multi-level task granulation work breakdown task dictionary
Estimating the duration and effort may include:	allowance for contingency and risk availability of resources and supplies degree of variation expert opinion level of accuracy prior project history regulations and standards governing resource performance top-down or bottom-up estimating
Sequence and dependencies may include:	deliverable milestones preferred, logical or required order of task completion relationship between tasks impacting on start and finish times and dates
Project scheduling tools and techniques may include:	bar charts critical chain management critical path diagrams Gantt charts project schedule network diagrams standalone, organisation-integrated or cloud-based software tools
Schedule impact may include:	accuracy of estimates advances or delays in task completion changes to project risk changes to resources and costs degree of change to baseline relevance of task dependencies
Review of project performance may occur at:	agreed major milestones, e.g. phases, subcontracts change of key personnel completion of major deliverables finalisation of project and other agreed milestones

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG411A Apply project quality-management techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG404A Apply quality management techniques.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to enhance project outcomes through contributing to quality planning, applying quality policies and procedures, and contributing to continuous improvement in projects.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Contribute to project quality planning	1.1 Contribute to determining quality requirements of project stakeholders 1.2 Contribute to identifying quantifiable quality criteria for project deliverables 1.3 Source information to locate and interpret quality policy and procedures 1.4 Contribute to developing quality requirements in the project plan and processes
2. Apply quality policies and procedures	2.1 Implement quality assurance in the project according to agreed quality standards and guidelines 2.2 Select and apply quality-management tools and methodologies to project processes according to organisational policy 2.3 Maintain quality control records and audit documentation according to agreed procedures 2.4 Determine and maintain compliance records against agreed quality requirements 2.5 Report shortfalls in quality outcomes to others to enable appropriate action to be initiated
3. Contribute to project continuous improvement process	3.1 Participate in the ongoing review of project outcomes to determine the effectiveness of quality-management activities 3.2 Contribute to stakeholder satisfaction analysis to ensure expectations have be met 3.3 Report quality-management issues and responses to others for application to future projects

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

literacy skills to:

work with quality documents and project records

produce records for quality control and auditing purposes

planning and organising skills and attention to detail to monitor compliance with agreed standards

teamwork and communication skills to:

communicate quality issues

identify stakeholder satisfaction.

Required knowledge

quality assurance processes and requirements

quality control processes and requirements

quality criteria relevant to the industry context

quality-management tools and methodologies relevant to the industry and organisation context

quality standards and their place in the project life cycle.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying quality-management and continuous-improvement techniques in a project relevant to the organisation and industry context applying quality processes and procedures in a project clarifying quality requirements with stakeholders identifying external standards, legislation and regulations maintaining accurate quality records.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project documentation used for quality-management purposes project records.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods 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 oral or written questioning to assess knowledge of strategies for managing project quality and their application to different situations analysis of responses to case studies and scenarios that present issues and problems in project quality management review of records documented and maintained evaluation of documented results of project activities and product performance evaluation of reports developed about shortfalls in quality outcomes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Quality requirements may include:	acceptable tolerances and variation to specifications explicit and implicit performance expectations product and service specifications.
Quality criteria may include:	Australian and international standards codes of conduct industry and organisational policies and practices legislation and regulation requirements.
Information may include:	designated standard operating procedures and regulations organisation and project standards organisational quality-management policy and guidelines as applied to specific requirements of a project project quality guidelines and instructions.
Quality assurance may include:	project finalisation process to capture lessons learned and to enable continuous improvement systematic review of the project-management process to ensure compliance with organisational policy and guidelines.
Quality-management tools and methodologies may include:	methodologies, including: continuous improvement process lean management Six Sigma Total Quality Management tools, including: cause and effect diagram (fishbone, Ishikawa) control charts flowcharting histogram Pareto chart root cause analysis run chart scatter diagram.
Quality control may include:	inspections and audits in compliance with guidelines monitoring conformance to the specification recommending ways to eliminate causes of unsatisfactory performance of products or processes regular inspection by the individual or the monitoring of inspections by internal or external agents reporting variances.
Others may include:	higher project authority organisational quality management project manager project specialists and other personnel team members.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG412A Apply project cost-management techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG403A Apply cost management techniques.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist in producing a project budget, to monitor project expenditure and to contribute to cost finalisation processes.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist in developing the project budget	1.1 Implement cost-estimating methods against duration/effort and resource requirements 1.2 Determine estimated costs for tasks and activities and confirm degree of accuracy with relevant stakeholders 1.3 Communicate cost estimates where required to others to contribute to project budget and cash flow management 1.4 Contribute to developing cost-management strategies and processes, and providing financial authorisation within delegated authority
2. Monitor project costs	2.1 Monitor income and expenditure against the project budget baseline at predetermined intervals 2.2 Identify and report variations in the budget using established project cost methods, techniques and tools 2.3 Implement action and report progress to ensure cost objectives remain achievable throughout the project life cycle
3. Contribute to cost-finalisation process	3.1 Assist in the finalisation and transfer of financial assets, liabilities and records to relevant parties 3.2 Assist in the review of project outcomes through the use of project cost records to determine the effectiveness of cost-management processes 3.3 Document cost-management lessons learned for application to future projects

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

financial management skills to develop project budgets, monitor costs and report on cost management

literacy skills to:

communicate cost information to project stakeholders

report on project costs and financial records

numeracy skills to check and interpret project budgets

technology skills to use financial-management software to develop and monitor project budgets.

Required knowledge

budgeting processes and their relationship to the project life cycle

cost-management tools and techniques.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying cost-management techniques in relation to project budgets reviewing project cost-management outcomes communicating project cost budget to others effectively knowledge of cost-management tools and techniques.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project-management budgets and related financial documentation evidence or project records of involvement in cost-management processes.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods 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 analysis of responses addressing different project cost-management scenarios oral or written questioning to assess knowledge of strategies for managing project costs analysis of budgets and costing prepared by the candidate review of communication to others of estimated costs for tasks and activities for inclusion in project budget evaluation of reporting on cost-management issues and responses to project or program manager.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Cost-estimating methods may include:	allowance for contingency and risk cost of quality (COQ) expert opinion organisational budget and cost-control policy organisational chart of accounts parametric estimating prior project history reserve analysis review of organisational records top-down or bottom-up estimating.
Cost estimates may include:	application and registration fees for intellectual property (IP) and patents contingencies identified in risk assessment facilities fixed costs labour material project-management overheads services travel and accommodation variable costs.
Others may include:	higher project authority organisation finance controller project manager project specialists and other personnel relevant accounting support personnel team members.
Project cost methods, techniques and tools may include:	communication with stakeholders dispute-resolution and modification procedures implementation of financial control mechanisms industry standard cost-management software integration with organisational finance systems organisational procurement policy measurement of actual progress against planned milestones preferred and pre-qualified supplier costs project accounting methods recording and reporting of variations.
Implement action may include:	revised budget forecasts under limited guidance and supervision variance management within agreed authorisation and limits within established organisational framework, procedures and routines.
Project cost records may include:	cost-management lessons learned cost verification and validation documentation input to cost-management plans invoice and payment records lists of potential costs project and/or organisation files and records reports to relevant stakeholders.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG413A Apply project human resources management approaches

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG405A Apply human resources management approaches.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist with aspects of human resource management of a project. It involves establishing human resource requirements, identifying the learning and development needs of people working on the project, facilitating these needs being met, and resolving conflict in the team.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist in determining human resource requirements	1.1 Analyse work breakdown structure to determine human resource requirements 1.2 Prepare a skills analysis of project personnel against project task requirements 1.3 Assist in assigning responsibilities for achieving project deliverables
2. Contribute to establishing and maintaining productive team relationships	2.1 Actively seek the views and opinions of team members during task planning and implementation 2.2 Promote cooperation and effective activities, goals and relationships in the team 2.3 Communicate with others using styles and methods appropriate to organisational standards, group expectations and desired outcomes 2.4 Communicate information and ideas to others in a logical, concise and understandable manner 2.5 Regularly seek feedback on the nature and quality of work relationships, and use the feedback as the basis for own improvement and development
3. Assist with human resource monitoring	3.1 Monitor the work of project personnel against assigned roles and responsibilities within delegated authority levels 3.2 Monitor and control actual effort against project plan 3.3 Review skill levels against allocated tasks and recommend solutions, where required, to others 3.4 Advise others within delegated authority when assigned responsibilities are not met by project personnel 3.5 Undertake work in a multi-disciplinary environment according to established human resource management practices, plans, guidelines and procedures 3.6 Resolve conflict within delegated authority according to agreed dispute-resolution processes 3.7 Assist in offering human resource development opportunities to individuals with skill gaps
4. Contribute to evaluating human resource practices	4.1 Contribute to assessing the effectiveness of project human resource management 4.2 Document lessons learned to support continuous improvement processes

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

literacy skills to read and interpret project plans and schedules

planning and monitoring skills to track personnel performance in relation to assigned tasks

teamwork and communication skills to:

advise others of performance issues

deal with stakeholders

resolve conflict.

Required knowledge

alternative project personnel engagement options

job design principles and work breakdown structures

learning and development approaches that can be incorporated into the project life cycle

methods for skills analysis

project roles, responsibilities and reporting requirements in relation to human resources.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: using work breakdown structures in human resource project planning using effective methods for monitoring roles, responsibilities and performance in projects knowledge of methods for providing feedback on performance and for improving performance of project team members.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project-management documentation for human resource management.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods are appropriate for this unit: analysis of responses to case studies and scenarios that reflect human resource issues and problems in a project management context direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate analysis of responses addressing different project human resource management scenarios oral or written questioning to assess knowledge of strategies for managing project human resources and their application to different situations analysis of responsibilities assigned for achieving project deliverables review of documentation about lessons learned evaluation of reports developed about human resource issues.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Work breakdown structure may include:	activity and task descriptors high-level deliverables framework multi-level task granulation work breakdown task dictionary.
Human resource requirements may include:	availability and continuity forms of engagement resource responsibility allocation matrix task skill requirements time estimates to task.
Skills analysis may include:	identifying skill capability of available personnel identifying skill requirements for task identifying skill gaps.
Team members may include:	organisation and project management stakeholders, internal and external to the organisation.
Styles and methods may include:	audiovisual media formal or informal individual or group-based written or verbal.
Own improvement and development may include:	coaching external training mentoring on-the-job training performance feedback, including 360 self-directed learning work rotation.
Delegated authority levels may include:	accountability designated individual authority levels responsibility for other team members.
Others may include:	project manager project specialists and other personnel relevant project authority team members.
Practices, plans, guidelines and procedures may include:	industrial relations agreements and guidelines organisation project-management procedures professional operating standards project human resource management plan skills framework nominating skill levels required for specific types of project activities staffing plan and job descriptions.
Dispute-resolution processes may include:	documented organisational policies and procedures industry agreements relevant legislation and regulations.
Human resource development opportunities may include:	action learning sets coaching and mentoring performance feedback team building and group activities training.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG414A Apply project information management and communications techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG406A Apply communications management techniques.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to provide a critical link between people, ideas and information at all stages in the project life cycle. It involves assisting the project team to plan communications, communicating information related to the project, and reviewing communications.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Contribute to communications planning	1.1 Identify, source and contribute relevant information requirements to initial project documentation 1.2 Contribute to developing and implementing the project communications plan and communications networks
2. Conduct information-management activities	2.1 Act on and process project information according to agreed procedures as directed, to aid decision-making processes throughout project life cycle 2.2 Maintain information to ensure data is secure and auditable
3. Communicate project information	3.1 Communicate with clients and other stakeholders during project using agreed networks, processes and procedures to ensure flow of necessary information 3.2 Ensure reports are prepared and released according to authorisation, or produced for release by others 3.3 Seek information and advice from appropriate project authorities as required
4. Contribute to assessing effectiveness of communication	4.1 Assist in the ongoing review of project outcomes to determine the effectiveness of communications-management activities 4.2 Report communications-management issues and responses to higher project authorities for application of lessons learned to future projects

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

literacy skills to produce reports and project communications for stakeholders

planning and organising skills to sort and prioritise information and ideas

teamwork and communication skills to acquire and disseminate relevant project information

technology skills to manage information dissemination, storage and retrieval.

Required knowledge

communications theory

models and methods of communications management in the context of the project life cycle and other project-management functions.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: contributing to the development and implementation of communications plans in relation to a workplace project knowledge of communications theory.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project management documentation for communications-management purposes records of project team involvement in communications activities.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods are appropriate for this unit: written reports or examples of project communications observation of performance in role plays that demonstrate techniques in communicating important project information direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate analysis of responses addressing different project scenarios presenting issues and problems in project communications management oral or written questioning to assess knowledge of strategies for managing project communications review of communication-management issues and responses reported to higher project authorities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Communications plan may include:	list of which team member is responsible for particular communication activities methods and protocols for communicating information which stakeholders need what information when information is communicated.
Process project information may include:	gather filter validate disseminate store retrieve.
Communication with clients and other stakeholders:	will be: in a multi-disciplinary environment subject to frequent change under limited guidance and supervision within agreed authorisation and limits within established organisational framework, procedures and routines may include: written reports, briefs, minutes, letters and other documentation oral briefings, advice, conversations and telephone calls computer-generated communications, for example electronic data transfer and internet.
Others may include:	higher project authorities project manager project specialists and other personnel team members.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG415A Apply project risk-management techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG407A Apply risk management techniques.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist with aspects of risk management in a project. It specifically involves planning for, controlling and reviewing risks associated with the project, and assisting in this process where required.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist with risk analysis and planning	1.1 Contribute to identifying and prioritising potential risks throughout the project life cycle, using established risk-analysis methods, techniques and tools 1.2 Contribute to developing risk-management strategies and risk-management plans according to established guidelines 1.3 Contribute to developing and implementing risk-reporting mechanisms
2. Perform risk-control activities	2.1 Monitor risks according to agreed project and risk-management plans and advise project manager of changing circumstances 2.2 Regularly review progress and future activity for the purpose of identifying potential and actual risks and opportunities 2.3 Contribute to implementing agreed risk-management approaches and amending plans to reflect the changing environment 2.4 Contribute to corrective action on risks according to the risk-management plan and delegated authority 2.5 Contribute to the review of contingency plans on an ongoing basis and, where required, ensure tasks allocated to individuals and/or team are clarified with the project manager before implementation 2.6 Apply and monitor risk-contingency measures according to the risk-management plan 2.7 Identify and report opportunities in the same way as risks
3. Contribute to assessing risk-management outcomes	3.1 Contribute to the ongoing review of project outcomes to determine the effectiveness of risk-management activities by accessing project risk records and other available information 3.2 Report risk-management issues and responses to others for lessons learned or application to future projects

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

communication and teamwork skills to contribute to collective processes for risk management

initiative and enterprise skills to think laterally about risks and how they may occur

planning, organising and analytical skills to assist with risk analysis, risk-management planning and review of risk-management outcomes.

Required knowledge

risk-management methods and standards

risk-management processes.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: applying risk-management techniques in relation to workplace projects knowledge of risk-management methods, techniques and tools.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project-management documentation for risk management.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods 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 analysis of responses addressing case studies and scenarios that present issues and problems in project risk management oral or written questioning to assess knowledge of strategies for managing project risk and their application to different situations review of risk-analysis methods, techniques and tools review of risk-management plans evaluation of reporting of risk-management issues and responses.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Risk-analysis methods may include:	risk categorisation risk data quality assessment risk likelihood and consequence ranking risk urgency assessment.
Risk-management strategies may include:	accepting some or all of the consequences of a particular risk avoiding the risk mitigating the likelihood of the risk sharing risk with another party transferring risk to another party.
Risk-management plans may include:	definitions of risk likelihood and consequence identified risks methodologies risk categories and priorities risk context for project roles and responsibilities in regard to risk management stakeholder tolerances tools for determining risk rank and priority tracking risks.
Monitoring risks may include:	recommended corrective actions recommended preventative actions requested changes reserve analysis risk audits risk reassessment risk register and updates status meetings technical performance information variance and trend analysis.
Risk-management approaches may include:	risk identification risk quantification risk response control risk response development.
Delegated authority may be:	subject to frequent change in different project contexts under limited guidance and supervision within agreed authorisation and limits within established organisational framework, procedures and routines.
Risk-contingency measures may include:	alternative project plans and approaches degree of acceptable variation planning for risk project planning tolerances.
Opportunities may include:	better means of achieving a result changes in the project or broader environment that offer scope for rescheduling activities to better effect efficiencies or methods to work more effectively, such as ways of shortening an activity initial project activities that reveal entirely different sets of priorities, for example product development, research and policy development responses to changing commercial or competitive conditions.
Risk records may include:	lists of potential risk events project and/or organisation files and records risk analysis and reappraisal risk diaries, risk registers, incident logs, occurrence reports and other such documentation risk-management lessons learned risk-management plan.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG416A Apply project procurement procedures

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG408A Apply contract and procurement procedures.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist with procurement for a project. It involves identifying procurement requirements, assisting with supplier selection, conducting procurement activities, and assisting with procurement finalisation activities for the project.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist with procurement planning	1.1 Contribute to establishing procurement requirements to achieve project objectives 1.2 Act under delegated authority to contribute to the development of the procurement-management plan 1.3 Contribute to developing procurement documentation
2. Contribute to supplier selection process	2.1 Gather and evaluate information on potential suppliers 2.2 Make recommendations to assist in selection of preferred suppliers 2.3 Contribute to establishing agreed terms and conditions with preferred suppliers 2.4 Identify and act in line with probity and project governance constraints 2.5 Assist in developing contractual documentation
3. Conduct procurement activities	3.1 Test and accept supplies to ensure quality and suitability for purpose 3.2 Undertake procurement activities and maintain information in line with reporting, confidentiality and audit requirements 3.3 Receive, reconcile and register supplies according to established procedures 3.4 Monitor and control suppliers according to contractual supply documentation
4. Assist in finalising procurement activities	4.1 Assist in finalising procurement agreements 4.2 Assist in the review of project outcomes using available records to determine the effectiveness of procurement activities 4.3 Contribute to identifying lessons learned and possible improvements to procurement management

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

interpersonal skills to communicate effectively with contractors and suppliers about contract performance and obligations

literacy skills to read and interpret contracts and procurement documentation

numeracy skills to calculate and confirm procurement specifications

planning and organising skills to participate in contract and procurement management.

Required knowledge

broad legal contractual obligations of each party to supply arrangement

procurement-management policy, processes and procedures as applied to project management

project procurement-management tools and techniques

types of supply contracts.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying procurement requirements in relation to a workplace project applying procurement-management procedures in relation to a workplace project.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project procurement documentation records of project team participation in procurement tasks and activities.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods 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 analysis of responses addressing different case studies and scenarios that present issues and problems in project procurement oral or written questioning to assess knowledge of strategies for project procurement and contracting, and their application to different situations review of procurement and contract-management plans and other documentation associated with procurement processes evaluation of information gathered on potential suppliers assessment of recommendations made to assist in selecting preferred contractors assessment of reports produced about contracting and procurement-management issues.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Procurement requirements may include:	product and service definitions quality specifications resource identification supply and delivery requirements supply and engagement metrics, including: employment equity environmental intellectual property legal licences, permits and certifications security work health and safety (WHS) work breakdown structure.
Delegated authority may be:	subject to frequent change in a multi-disciplinary environment under limited guidance and supervision within agreed authorisation and limits within established organisational framework, procedures and routines.
Procurement-management plan may include:	acquisition criteria contract administration contract closure processes general conditions of contract organisational procurement policy and procedures preferred suppliers procurement-management processes procurement statements of work product and quality specifications project resource requirements supplier selection criteria statement of works type of supply and contract arrangements.
Procurement documentation may include:	assets and disposal actions lists of suppliers procurement logs and registers procurement reports quotes, invoices and receipts records of contract planning, formation, negotiation and administration test and acceptance results.
Suppliers may include:	consultant contractor subcontractor vendor.
Probity and project governance constraints may include:	ethical behaviours limits of authority organisational policy and procedures prescribed decision escalation.
Contractual documentation may include:	terms and conditions of contract type of supply contract: cost plus fixed price contract good and services quotation time and material.
Procurement activities may include:	audit of environmentally sustainable supply practices collaborating with agencies and alliances conducting transfer and disposal actions confirming details and obtaining additional information about quotes formally receipting goods and services identifying WHS issues liaising with client, contractors, subcontractors and other stakeholders maintaining registers and lists obtaining approvals obtaining quotes from potential suppliers planning, specifying and/or conducting test and acceptance procedures processing payment documentation providing formal notice of delivery of goods and services providing quotes to potential clients.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG417A Apply project life cycle management processes

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist in implementing project management life cycle processes.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist in establishing project	1.1 Identify and clarify project initiation documentation where required 1.2 Establish the relationship between the project and broader organisational strategies and goals 1.3 Assist in negotiating and documenting project objectives, outcomes and benefits 1.4 Assist in establishing the project governance structure 1.5 Assist in drafting a project charter for approval
2. Support project planning and design processes	2.1 Support the disaggregation of project objectives into achievable project deliverables 2.2 Assist in identifying project stages, and key requirements for stage completion 2.3 Identify project milestones and map clearly against time and objectives 2.4 Assist in consolidating associated plans and baselines in the project management plan 2.5 Support negotiation with relevant stakeholders and project authority to gain approval of project plan
3. Assist with project control and execution	3.1 Maintain and update records against project deliverables and plans at required intervals 3.2 Prepare status reports on project progress and identified issues 3.3 Assist with undertaking an impact analysis of proposed changes to the project 3.4 Maintain relevant project logs and registers accurately and regularly to assist with project audit 3.5 Update associated plans to reflect project progress against baselines and approved changes
4. Assist with project finalisation	4.1 Assist with project finalisation activities where required 4.2 Prepare project products and associated documentation for handover to client 4.3 Assist in completing financial, legal and contractual obligations where required 4.4 Contribute perspectives on project performance to assist with project review assessments

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

literacy skills to interpret potentially complex project plans and documentation

numeracy skills to conduct forecasting

planning and organising skills to:

plan, monitor and respond to project issues

measure progress against agreed plans

teamwork and communication skills to liaise with other members of the project team

technology skills to use software common to work office products for documentation and analysis.

Required knowledge

basic project governance models

project finalisation and evaluation products

project life cycle stages, phases and structures relevant to industry and project context

project planning documents and format relevant to industry and context

types of organisational documentation of strategies and goals

types of project initiation documentation, including charter documentation

types of project logs and registers in use in the industry sector and context.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: contributing to project establishment processes documenting charter and project management plan maintaining various project registers and logs preparing project reports undertaking impact analysis undertaking project finalisation activities.
Context of and specific resources for assessment	Assessment must ensure access to: project documentation, which includes information about participation in life cycle processes.
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 analysis of responses addressing different project scenarios oral or written questioning to assess knowledge of project life cycle processes relevant to the industry sector and project context assessment of contribution to project life cycle processes.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Project initiation documentation may include:	client or customer requirements concept proposal contract documentation executive team instructions feasibility study output from prior project.
Broader organisational strategies and goals may include:	market focus organisation mission statement strategy plans values and ethics.
Objectives, outcomes and benefits may include:	expected benefits to be achieved for organisation measurable project product statement short and long-term outcomes for the organisation.
Project governance structure may include:	boards, committees, working groups, reference groups, advisory groups, sponsors, project managers, project team members and stakeholders identified authority levels assigned to groups and individuals issue-escalation procedures project organisation chart statements of roles for project management bodies and participants.
Project charter may include:	approvals and sign-off broad scope and project boundaries broad stakeholder identification consolidated project initiation documentation (PID) documented objectives high-level product deliverables high-level risk assessment project assumptions and constraints project brief or proposal project mandate source of project authority terms of reference.
Project deliverables may include:	definable product, service or document discrete components of the overall project outputs specified products of the project time, quality and cost.
Associated plans and baselines may include:	communications plan (stakeholders and information) human resources plan procurement plan project budget project schedule quality-management plan risk plan scope-management plan.
Status reports may include:	client progress reports internal or external regular consolidated reports to project authority reports under contractual obligations specific budget and schedule reports.
Impact analysis may include:	assessment against project quality requirements forecasting against triple constraints (scope, time and cost) review of project baselines against proposed change.
Project logs and registers may include:	change log correspondence log daily log issues log non-conformance log quality log risk register task completion log version control log.
Project finalisation activities may include:	completing financial transactions consolidating and storing project data documenting outstanding project issues obtaining or providing certifications preparing final project reports updating organisation knowledge management.
Associated documentation may include:	'as built' design specifications certificates, guarantees, indemnities and warranties product or service specifications user, training and installation manuals.
Project review assessments may include:	benefits realisation review outcomes evaluation post-implementation review project lessons learned.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG418A Apply project stakeholder engagement techniques

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to assist in managing stakeholder relationships during a project. It involves ensuring the timely and appropriate involvement of key individuals, organisations and groups throughout the project.

This unit is adapted from the unit 'PM01 Manage Stakeholder Relationships' found in GAPPS (2007) A Framework for Performance Based Competency Standards for Global Level 1 and 2 Project Managers Sydney: Global Alliance for Project Performance Standards.

Application of the Unit

This unit applies to a project practitioner working in a project support role.

The individual may be operating in a large or small organisation and applying skills in the context of enterprise projects.

The project practitioner may be part of a project team under the direction of a project manager, or may work as part of a smaller scale self-directed team.

This unit has generic application to a range of industries and organisations and a range of projects, from simple to complex.

In the context of this unit a project is defined as involving:

a practical and comprehensive project plan

a documented communications strategy

a detailed project budget

strategic engagement with stakeholders

a risk, issues and change-management methodology

a quality plan with assurance and control processes

a supportive team-based environment.

The functions performed in project work, where formal project management methodology is not the main focus, are covered by BSBPMG522A Undertake project work.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Assist in identifying and addressing stakeholder interests	1.1 Assist in identifying stakeholders relevant to project objectives 1.2 Segment stakeholder interests and assist in determining forms of engagement 1.3 Consider interests of stakeholders when advising on project operations 1.4 Support actions to address differing stakeholder interests where required
2. Actively participate in stakeholder engagement	2.1 Apply interpersonal skills to ensure stakeholder engagement is effective 2.2 Conduct stakeholder engagement in line with agreed defined project roles 2.3 Establish and clarify stakeholder behavioural expectations where required 2.4 Openly engage with stakeholder performance reviews 2.5 Recognise and address development needs and opportunities to support stakeholder engagement
3. Assist stakeholder communications	3.1 Assist in determining and documenting stakeholder communication needs 3.2 Assist in negotiating agreement on project communication method, and content and timing of stakeholder engagement 3.3 Support the communication of information as planned within authority levels, identifying and addressing variances

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

analytical skills to identify and segment stakeholder engagement

interpersonal skills to facilitate stakeholder engagement

teamwork and communication skills to acquire and disseminate relevant project information

technology skills to use software and communication technologies relevant to the industry and project context

writing and media skills to generate project communications content with stakeholders.

Required knowledge

common problems leading to variances in stakeholder engagement

interests and expectations of stakeholders

levels and means of stakeholder engagement in projects

types of project stakeholders.

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.

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: identifying and segmenting stakeholders relevant to the project engaging stakeholders using interpersonal skills appropriate to the project context selecting communications methods relevant to the project needs and stakeholder expectations.
Context of and specific resources for assessment	Assessment must ensure access to: examples of project documentation detailing stakeholder engagement records of project team involvement in stakeholder engagement activities.
Method of assessment	A range of assessment methods should be used to assess practical skill and knowledge. The following assessment methods are appropriate for this unit: written reports and examples of stakeholder engagement observation of performance in role plays that demonstrate techniques in stakeholder engagement direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate analysis of responses addressing different project scenarios that present issues and problems in project stakeholder engagement oral or written questioning to assess knowledge of strategies for engagement stakeholders review of stakeholder engagement issues and responses within authorities.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

Stakeholders are those whose interests are impacted by the project, and may include:	associated organisations clients community internal and external parties sponsors suppliers team members users.
Interests:	may include: articulated needs expectations expressed or implied preferences requirements may relate to: how the activities of the project are conducted the product of the project.
Forms of engagement may include:	collaborating consulting empowering informing involving.
Interpersonal skills may include:	conflict management dealing with emotions and stress decision making demonstrating sensitivity to diversity issues emotional intelligence leadership modelling desired behaviour negotiating trust building verbal and non-verbal communication.
Roles may include:	accountabilities authorities delegations reporting arrangements responsibilities.
Behavioural expectations may include:	client expectations dealing with differences in: culture ethnic background other personal characteristics of project individuals religion skills organisation performance indicators responding to conflict.
Communication needs may include:	communication method used confidentiality requirements content required cultural differences geographical dispersion privacy and other relevant legislation protocols required approvals.
Communication method may include:	direct and indirect face-to-face discussions interviews large and small meetings forums and workshops use of communications media, including: audiovisual media internet mobile communications newspaper and magazines radio social and business media telephone television.
Variances may include:	incorrect or misleading content missing reports stakeholder complaints untimely distribution.

Unit Sector(s)

Management and Leadership – Project Management

BSBPMG510A Manage projects

Modification History

Not applicable.

Unit Descriptor

Unit descriptor	This unit describes the performance outcomes, skills and knowledge required to manage a straightforward project or a section of a larger project. This unit addresses the management of projects including the development of a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learnt for application to future projects. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the Unit

Application of the unit	The unit focuses on the application of project management skills and the requirement to meet time lines, quality standards, budgetary limits and other requirements set for the project. The unit does not apply to specialist project managers. For specialist project managers, the units of competency in the Project Management competency field will be applicable.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units

Employability Skills Information

Employability skills	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 required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

Elements and Performance Criteria

ELEMENT	PERFORMANCE CRITERIA
1. Define project	1.1. Access project scope and other relevant documentation 1.2. Define project stakeholders 1.3. Seek clarification from delegating authority of any issues related to project and project parameters 1.4. Identify limits of own responsibility and reporting requirements 1.5. Clarify relationship of project to other projects and to the organisation's objectives 1.6. Determine and access available resources to undertake project
2. Develop project plan	2.1. Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters 2.2. Identify and access appropriate project management tools 2.3. Formulate risk management plan for project, including occupational health and safety (OHS) 2.4. Develop and approve project budget 2.5. Consult team members and take their views into account in planning the project 2.6. Finalise project plan and gain any necessary approvals to commence project according to documented plan
3. Administer and monitor project	3.1. Take action to ensure project team members are clear about their responsibilities and the project requirements 3.2. Provide support for project team members, especially with regard to specific needs, to ensure that the quality of the expected outcomes of the project and documented time lines are met 3.3. Establish and maintain required record keeping systems throughout the project 3.4. Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality 3.5. Complete and forward project reports as required to stakeholders 3.6. Undertake risk management as required to ensure project outcomes are met 3.7. Achieve project deliverables
4. Finalise project	4.1. Complete financial record keeping associated with project and check for accuracy 4.2. Assign staff involved in project to new roles or reassign to previous roles 4.3. Complete project documentation and obtain any necessary sign offs for concluding project
5. Review project	5.1. Review project outcomes and processes against the project scope and plan 5.2. Involve team members in the project review 5.3. Document lessons learnt from the project and report within the organisation

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE
This section describes the skills and knowledge required for this unit.
Required skills
communication and negotiation skills to work with team members and other stakeholders to maintain project schedules literacy skills to read, write and review a range of documentation planning and organising skills to develop, monitor and maintain implementation schedules numeracy skills to analyse data, and to compare time lines and promotional costs against budgets culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities.
Required knowledge
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 environmental issues OHS organisational structure, and lines of authority and communication within the organisation how the project relates to organisation's overall mission, goals, objectives and operations.

Evidence Guide

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.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the following is essential: development of a project plan details of monitoring arrangement/s and evaluation of the project plan's efficacy to address time lines and budgets of project knowledge of relevant legislation.
Context of and specific resources for assessment	Assessment must ensure: access to workplace project documentation.
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 observation of presentations oral or written questioning to assess knowledge of how the project relates to the organisation's overall mission, goals, objectives and operations review of project risk management plan and project plan evaluation of project reports forwarded to stakeholders analysis of documentation reviewing project outcomes and processes against the project scope and plan evaluation of documentation outlining lessons learnt from the project.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other project management units.

Range Statement

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.
Project scope and other relevant documentation may include:	contract or other agreement project brief project plan or summary other documents outlining expected outcomes of the project, inclusions and exclusions from project, timeframes for project, quality standards for project, project resources
Stakeholders may include:	clients or customers (internal and external) funding bodies management, employees and relevant key personnel (internal and external) with special responsibilities project sponsor
Delegating authority may include:	customer or client funding body manager or management representative project sponsor
Project parameters may include:	finances for project integration of project within organisation legislative and quality standards physical, human and technical resources available or required for project procurement requirements associated with project reporting requirements risks associated with project, including OHS scope of project time lines
Project management tools may include:	cost schedule control system Critical Path Method Gantt and bar charts life cycle cost analysis logistics support analysis PERT charts project management software spreadsheets technical resources required for the project, for example OHS management system tools
Support for project team members may include:	additional physical, human and technical resources (within allocated budget) if and as required encouragement feedback learning and development regular project team meetings supervision, mentoring and coaching
Required record keeping systems may include systems for:	correspondence financial data including costs, expenditure, income generated, purchases project outcomes quality data including any test results recording of time spent on project and progress in completing project samples, prototypes, models
Risk management may include:	changing roles and responsibilities within project team negotiating an extension of deadline, or redefining completion or quantities or quality of outcomes outsourcing some aspects of the project reducing costs researching and applying more efficient methods for completing project tasks seeking further resources to meet deadline sharing of ideas to gain improvements to work undertaken within the project
Necessary sign offs may be required by:	clients, customers funding body management project sponsor

Unit Sector(s)

Unit sector

Competency field

Competency field	Management and Leadership - Management

Co-requisite units

Co-requisite units

BSBPMG511A Manage project scope

Modification History

Release	Comments
Release 1	This version first released with BSB07 Business Services Training Package Version 8.0. Replaces BSBPMG502A Manage project scope.

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to determine and manage project scope. It involves obtaining project authorisation, developing a scope-management plan, and managing the application of project scope controls.

Application of the Unit

This unit applies to those responsible for managing and leading a project in an organisation, business or as a consultant.

The project manager operates within assigned authority levels, and is responsible for own performance and the performance of others.

The project manager may undertake the work in the context of an organisational program and/or portfolio of projects.

This unit has generic application for projects in a range of industries, organisations and contexts.

In the context of this unit a project is defined as involving:

a comprehensive, detailed and integrated project management plan

a formal communications plan

a dedicated and project-based budget

formal and planned engagement with a wide range of stakeholders

a documented risk, issues and change-management methodology

a quality plan with assurance and control processes

a project team-based environment.

Licensing/Regulatory Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites

Not applicable.

Employability Skills Information

This unit contains employability skills.

Elements and Performance Criteria Pre-Content

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.

Elements and Performance Criteria

1. Conduct project authorisation activities	1.1 Develop and confirm procedures for project authorisation with an appropriate authority 1.2 Obtain authorisation to expend resources 1.3 Confirm project delegations and authorities in project governance arrangements
2. Define project scope	2.1 Identify, negotiate and document project boundaries 2.2 Establish measurable project benefits, outcomes and outputs 2.3 Establish a shared understanding of the desired project outcomes with relevant stakeholders 2.4 Document scope-management plan
3. Manage project scope-control process	3.1 Implement agreed scope-management procedures and processes 3.2 Manage the impact of scope changes within established time, cost and quality constraints according to change-control procedures 3.3 Identify and document scope-management issues and recommend improvements for future projects

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills

literacy skills to interpret and analyse complex project plans and documentation

negotiation skills to address changes to scope with a range of stakeholders

planning and organising skills to:

monitor scope

respond to potential and actual changes

problem-solving and analytical skills to address project scope-management issues and challenges.

Required knowledge

components of a project scope-management plan

factors likely to impact on project scope

formal change-control processes

methods for measuring work outcomes and progress against plans

methods for segmenting and documenting a work breakdown structure

problem areas likely to be encountered in scope management

procedures for reporting scope change

project life cycle and the significance of scope management

project management tools used for managing scope

role and responsibilities of the project manager in relation to project planning

types of project initiation documentation.

Evidence Guide