Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:
employee
external organisation
individual
internal department.
User may include:
department within the organisation
person within a department
third party.
Appropriate person may include:
authorised business representative
client
IT manager
project manager
supervisor
team leader
user support specialist.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
personal use of emails and internet access
virus risk.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment 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:
evaluate and analyse existing client support policy and procedures
develop new criteria and procedures for performing current practices that cater for emerging client needs.
Context of and specific resources for assessment
Assessment must ensure access to:
sites, peers and supervisors to identify the extent and quality of the contribution required
information about systems or networks to be supported
technical manuals, tools and organisational guidelines
current business requirements and documentation standards
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method 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 client feedback and resulting amendments to client support procedures and policies
review of a report prepared detailing changes in policy and the impact on the client and the user
verbal or written questioning to assess candidate’s knowledge of organisational guidelines.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.