Elements and Performance Criteria

Enterprise may vary in size, type and location, the range of work activities conducted, hours of operation and the number and type of staff
Staff may be full-time, part-time or casual and vary in terms of training and staffing levels. Staff may be operating in routine or busy trading and may include persons from a range of social, cultural or ethnic backgrounds and physical and mental abilities
Staff may work in teams or groups of varying size and structure
Communication may include face-to-face, telephone, written or electronic means

Legislative requirements may include legislation regulations or industry codes of practice in relation to OH&S, particularly for use of screen-based equipment and ergonomic computer workstations

Enterprise policies and procedures relating to workplace forms and documents, computer operating procedures, telephone use and system operating procedures

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

writing short routine texts using correct spelling, punctuation and grammar
reading, interpreting and applying routine texts in the workplace
interpreting and conveying workplace information
maintaining workplace communications, including documents
applying keyboard skills to prepare and/or edit simple documents using a computer
applying enterprise requirements for document style and format
applying enterprise requirements for electronic storage and retrieval of documents
applying enterprise procedures for incoming and outgoing telephone calls

Underpinning knowledge
General knowledge of enterprise forms, documents and stationery

Operational knowledge of enterprise policies and procedures in regard to:

workplace document style, format and layout
workplace communication procedures
workplace documents
telephone protocols and operating procedures
computer system operating procedures
Basic operational knowledge of legislation or regulations in relation to OH&S, particularly for use of screen-based equipment and ergonomic computer workstations

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information
Collect, organise and understand information related to input/ transfer information into a computer and interpreting workplace information
(Level 1)

Communicate ideas and information
Communicate ideas and information utilising plain English literacy and communication skills in relation to writing, reading and understanding workplace documents including basic oral communication skills in relation to conveying and receiving workplace information
(Level 1)

Plan and organise activities
Plan and organise activities to take or leave a telephone message
(Level 1)

Work with others and in a team
Work with others and in a team by distributing information to team members
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques to ensure version control of files and documents is followed
(Level 1)

Solve problems
Establish diagnostic processes to recognise and clarify information
(Level 1)

Use technology
Use workplace technology related to basic computer keyboard skills in relation to opening, editing, closing and printing basic text documents, and basic technical skills in the operation of computer hardware and telephone equipment
(Level 1)

Context of, and specific resources for assessment
This unit may be assessed in conjunction with other units that form part of the job role or function
Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment
Evidence is best gathered using the products, processes and procedures of the workplace as the means by which the candidate achieves industry competencies

Method of assessment
It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover the varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons, subject to agreed authentication arrangements

Specific resource requirements for this unit

The following should be made available:

a workplace or simulated workplace
documentation, such as enterprise or sample policies and procedures manuals related to workplace document style, format and layout, workplace communication procedures, workplace documents, telephone protocols and operating procedures, computer system operating procedures
enterprise or sample stationery, documents and forms
access to enterprise or similar computer hardware and software
access to enterprise or similar telephone system