Unit of competency Outline

Date retreived
23/07/2026 2:31 AM AWST

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

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

Unit of competency
National Code
BSBEDU302
State Code
AUL13
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
15/09/2015
Nominal Hours
50
Description
This unit describes the 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.It applies to individuals carrying out administration work, with some supervision and guidance, in an international education environment. They may work in the administration of education programs and projects in organisations from one or more international education sectors. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Contribute to issue resolution and incident response processes
  • 1.1 Deal effectively with daytoday issues and daytoday 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 to resolve 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 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
No information
No information
Replaces
State Code National Code Title Type
D0679 BSBEDU302A Assist in resolution of issues and incidents in an international education environment Unit of competency
Replaced By
State Code National Code Title Type
OCE33 BSBLDR301 Support effective workplace relationships Unit of competency
State Code National Code Title Type
AVR6 BSB30515 Certificate III in Business Administration (International Education) Qualification