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.

System changesmay include changes to:
interactive voice response (IVR)
public access branch exchange (PABX)
queuing functions
reporting functions
telephone configuration
user locations
visual displays.
Reprogramming methodsmay 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.
Multichannelmay 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 typeand 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 audiencefor reports may include:
colleagues
managers
stakeholders
team leaders
vendors for contract management.
System faultsmay include:
disruptions in telecommunications
electrical faults
software problems
virus attacks
complete system failure
minor problems with individual telephones
minor problems with telecommunications technology.
Fault repairmay 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 plansmay 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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment 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.