Elements and Performance Criteria

Appropriate person(s) may include
clients
colleagues
managers
person(s) in control of work site(s)
supervisors.

Assessment may include
discussion with client
review of past pest management records
visual inspections.

Clients may include
body corporate
building supervisor
company/organisation
environmental health officer
executive housekeeper
maintenance manager
owner
person in control of work processes
property agent/manager
tenant.

Company requirements may include
access and equity policy, principles and practice
business and performance plans
client communication procedures
client confidentiality procedures
client service standards
communication channels and reporting procedures
company goals, objectives, plans, systems and processes
company issued identification badge/card/pass
company policy and procedures
defined resource parameters
dress and presentation requirements
duty of care, code of conduct, code of ethics
emergency response and evacuation procedures
employer and employee rights and responsibilities
establishing operator identity with client
maintenance procedures for equipment and PPE
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
OHS policies and procedures
personnel practices and guidelines
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
records and information systems and processes
training (induction and refresher) materials
work site access security clearance procedures.

Environmental requirements may include
company policies and guidelines
environmental protection agency and government departments (e.g. agriculture and national parks and wildlife) regulations and guidelines
local government regulations/bylaws.

Evidence means providing actual evidence of pest conditions or activity and may include
chambers
droppings
evidence of feeding
holes
specimens
tracks.

Information may include
conditions for infestation
control and maintenance methods
impacts on the environment and buildings of alternative pest management methods
legislation and controls covering use of chemicals
pest activity
sources of infestation.

Information requirements may include
existence of pests
follow on from pest management plan or inspection
pre-construction advice.

Interpersonal skills and communication techniques may include
active listening
language - accurate, articulate and concise
language, verbal or non-verbal
presentation of options and consequences
providing an opportunity for the client to confirm their request
questioning to clarify and confirm the client's understanding
seeking feedback from client to confirm understanding of needs
summarising and paraphrasing to check understanding of client's message
use of effective presentation aids (audiovisual slides, diagrams, photos and pictures)
using appropriate body language.

Legislative requirements may include
Australian Standards, quality assurance and certification requirements
award and enterprise agreements
industry advisory standards and codes
relevant Commonwealth/state/territory legislation and local government regulations which affect company operation:
anti-discrimination and diversity
building codes
chemical controls
chemical registers/manifests
consumer protection legislation
dangerous goods Acts and regulations
dangerous goods code
declared pest (plant and animal) reporting
environmental protection issues
equal employment opportunity
freedom of information
industrial relations
motor and commercial vehicle(s) transportation
motor licence and endorsement regulations
OHS Acts and regulations
privacy
public health
trade practices
workplace consultative arrangements.

Occupational health and safety* (OHS) requirements may relate to
allergic reactions (contact dermatitis, etc)
animal management/control procedures
communication devices for remote and isolated locations e.g. mobile phone, two-way radio, etc
dermatoxicological control and prevention measures
emergency procedures for eye and skin contact, inhalation and ingestion of toxic substances
hazard identification and risk assessment mechanisms
health surveillance and monitoring (e.g. regular blood testing)
hierarchy of hazard control procedures
industry advisory standards
information provided by national registration authority for chemical approval and state government authorities e.g. agriculture, environment protection, health and primary industry
injury and dangerous occurrence reporting
national and industry codes of practice
OHS control procedures (e.g. health and safety plans, job plans, job safety analysis, risk assessments, safe operating practices/procedures, safe work instructions, work method statements, safe system of work statements)
routes of entry and potential symptoms of exposure from chemicals
safe work practices for equipment, PPE and chemical storage including interpretation of MSDS and hazardous substance information e.g. long latency periods
safety training, induction and refresher training
selection and use of PPE and clothing appropriate to the hazard
up-to-date electrical test and tag compliance.
* Also known as workplace health and safety

Pest management method options may include
biological controls
chemical and physical barrier treatments
cultural controls
environmental controls
management controls.

Pests may include
any pest of commercial significance in an urban environment.

Sources of information may include
company specialists or consultants
government agencies and departments e.g. agriculture, forestry, quarantine
industry groups and associations
Internet resources
publications e.g. company, government, industry.

Work order information may include
access to work site including timing of access and access and egress points
budget allocations
completion times/dates
job requirements and tasks
legislative and local government requirements
OHS requirements and emergency response procedures
resource requirements - equipment and materials
specific client requirements e.g. noise control, sensitivity of occupants to pests and/or management, relationships with other customer activities, dress and presentation requirements
use of signage and barriers
work schedules
work site contact person(s)
working in isolated and remote locations.

Work sites may include
building surroundings
buildings
domestic, commercial or industrial premises.

Critical aspects of competency
Accurate clarification of the client's information requirements.
Accurate identification of the hazards and risks associated with pest management.
Accurate identification of the type of pest activity or condition.
Communicating information and advice on pest management method options.
Compliance with company and legislative/regulatory requirements.
Outcomes achieved in relation to work order.
Safe and appropriate pest management method options.

Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Types of pests relevant to the area and their life cycles, habits and harbourages.
Pest ecology as related to pest management operations.
Building structures and methods.
Climate and geographic impact on pest activity.
Legal implications of providing advice.
Product knowledge including manufacturers' specifications for equipment and products being used.
OHS legislation and procedures.
Applicable regulations, codes of practice and industry advisory standards.
Sources of timber pest control information.
Available government services.
Routes of entry and potential symptoms of exposure from chemicals.
Emergency response procedures.
Injury, dangerous occurrence and incident reporting requirements.
Work order specifications.
Company management structure and reporting procedures.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These are:

interpersonal communication
customer service
communicating clearly and concisely using written and verbal modes
demonstrating, using and presenting information
requesting advice or further information
seeking and receiving feedback
assessing client capacities
hazard identification and risk control
problem solving
planning and organising work
sourcing, organising and recording information.

Other units of competency that could be assessed with this unit

Competence in this unit may be assessed in conjunction with:

PRMPM02B Assess pest management options
PRMPM05B Modify environment to manage pests
PRMPM06B Apply pesticide to manage pests
PRMPM07B Implement a pest management plan
PRMPM43A Prepare and present a pest management submission including quotation.

Resources required to assess this unit

The following resources should be available:

access to a suitable work site or other venue
access to suitable equipment
access to equipment operating manuals and MSDS
access to plain English version of relevant statutes and procedures
work order instructions, work plans and schedules, and policy documents
assessment instruments, including personal planner and assessment record book
access to relevant databases and information.

Gaining evidence to assess this unit
For valid and reliable assessment of this unit the competency should be demonstrated in the field by reviewing the outcome of at least one complete advisory role under normal industry operating conditions, or if this is not practicable, in a simulated work environment.
The competency should be demonstrated over a period of time and observed by the assessor.
The competency is to be demonstrated in a range of situations, which may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Supplementary evidence may be obtained from relevant written correspondence with existing and potential clients. This information must be relevant by showing evidence of the candidate's work performance.
Other forms of gaining evidence such as through oral questioning and hypothetical situations (scenarios) may be used to supplement (but not substitute for) the practical demonstration of competence.

Communicating ideas and information
Communicate information about pest activity or conditions and pest management methods to the client. (2)

Collecting analysing and organising information
Communicate with client to collect, analyse and organise all relevant information to ensure pest management method options are clarified. (2)

Planning and organising activities
Plan and organise activities in accordance with management method and all relevant legislation and work order. (2)

Working with others and in teams
Provide support and assistance to team members to complete work tasks within designated timelines and in accordance with company requirements. (1)

Using mathematical ideas and techniques
Calculate cost effectiveness of management method options. (1)

Solving problems
Assess and analyse in conjunction with management and client possible problems which may arise. (2)

Using technology
Record data, such as incident/hazard reports or assessment documentation of client, for future quotation use. (2)