Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.
You are going to be assessed for:
Your skills and knowledge using written and observation activities that apply to your workplace.
Your ability to apply your learning.
Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment materials until you have been deemed competent in this unit.
How you will be assessed
The process we follow is known as competency-based assessment. This means that evidence of your current skills and knowledge will be measured against national standards of best practice, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in your workplace, and some in the training room as required by each unit.
The assessment tasks have been designed to enable you to demonstrate the required skills and knowledge and produce the critical evidence to successfully demonstrate competency at the required standard.
Your assessor will ensure that you are ready for assessment and will explain the assessment process. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example; a written activity, case study, or demonstration and observation.
The assessor will also have determined if you have any special needs to be considered during assessment. Changes can be made to the way assessment is undertaken to account for special needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks?
Our assessment process is designed to answer the question “has the desired learning outcome been achieved yet?” If the answer is “Not yet”, then we work with you to see how we can get there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer will provide you with the necessary feedback and guidance, in order for you to resubmit your responses.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request a form to make an appeal and submit it to your trainer, the course coordinator, or the administration officer. The RTO will examine the appeal and you will be advised of the outcome within 14 days. Any additional information you wish to provide may be attached to the appeal form.
What if I believe I am already competent before training?
If you believe you already have the knowledge and skills to be able to demonstrate competence in this unit, speak with your trainer, as you may be able to apply for Recognition of Prior Learning (RPL).
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately. To do this they need to:
Ensure that participants are assessed fairly based on the outcome of the language, literacy and numeracy review completed at enrolment.
Ensure that all documentation is signed by the student, trainer, workplace supervisor and assessor when units and certificates are complete, to ensure that there is no follow-up required from an administration perspective.
Ensure that their own qualifications are current.
When required, request the manager or supervisor to determine that the student is ‘satisfactorily’ demonstrating the requirements for each unit. ‘Satisfactorily’ means consistently meeting the standard expected from an experienced operator.
When required, ensure supervisors and students sign off on third party assessment forms or third party report.
Follow the recommendations from moderation and validation meetings.
How should I format my assessments?
Your assessments should be typed in a 11 or 12 size font for ease of reading. You must include a footer on each page with the student name, unit code and date. Your assessment needs to be submitted as a hardcopy or electronic copy as requested by your trainer.
How long should my answers be?
The length of your answers will be guided by the description in each assessment, for example:
Type of Answer Answer Guidelines
Short Answer 4 typed lines = 50 words, or
5 lines of handwritten text
Long Answer 8 typed lines = 100 words, or
10 lines of handwritten text = 1/3of a foolscap page
Brief Report 500 words = 1 page typed report, or
50 lines of handwritten text = 11/2foolscap handwritten pages
Mid Report 1,000 words = 2 page typed report
100 lines of handwritten text = 3 foolscap handwritten pages
Long Report 2,000 words = 4 page typed report
200 lines of handwritten text = 6 foolscap handwritten pages
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the sources you have used in your assessments in the Harvard Style. For example:
Website Name – Page or Document Name, Retrieved insert the date. Webpage link.
For a book: Author surname, author initial Year of publication, Title of book, Publisher, City, State
assessment guide
The following table shows you how to achieve a satisfactory result against the criteria for each type of assessment task.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of these to be deemed competent overall. Your assessment may include the following assessment types.
Questions All questions answered correctly Incorrect answers for one or more questions
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full. Does not refer to appropriate or correct sources.
Third Party Report Supervisor or manager observes work performance and confirms that you consistently meet the standards expected from an experienced operator Could not demonstrate consistency. Could not demonstrate the ability to achieve the required standard
Written Activity The assessor will mark the activity against the detailed guidelines/instructions Does not follow guidelines/instructions
Attachments if requested are attached Requested supplementary items are not attached
All requirements of the written activity are addressed/covered. Response does not address the requirements in full; is missing a response for one or more areas.
Responses must refer to appropriate sources from your workbook and/or workplace One or more of the requirements are answered incorrectly.
Does not refer to or utilise appropriate or correct sources of information
Observation/Demonstration All elements, criteria, knowledge and performance evidence and critical aspects of evidence, are demonstrated at the appropriate AQF level Could not demonstrate elements, criteria, knowledge and performance evidence and/or critical aspects of evidence, at the appropriate AQF level
Case Study All comprehension questions answered correctly; demonstrating an application of knowledge of the topic case study. Lack of demonstrated comprehension of the underpinning knowledge (remove) required to complete the case study questions correctly. One or more questions are answered incorrectly.
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full; do not refer to appropriate sources.
Assessment cover sheet
Assessment Cover Sheet
Student’s name: USI
Assessors Name: Date Submitted:
The following questions are to be completed by the assessor:
Is the Student ready for assessment? Yes No
Has the assessment process been explained? Yes No
Does the Student understand which evidence is to be collected and how? Yes No
Have the Student’s rights and the appeal system been fully explained? Yes No
Have you discussed any special needs to be considered during assessment? Yes No
The following documents must be completed and attached:
? Written Activity and Checklist
The student will complete the written activity provided to them by the assessor. The Written Activity Checklist will be completed by the assessor. S NYS
? Observation / Demonstration and Checklist
The student will demonstrate a range of skills and the assessor will observe where appropriate to the unit. The Observation Checklist will be completed by the assessor. S NYS
? Questions and Questions Checklist
The student will answer a range of questions either verbally or written. The Questioning Checklist will be completed by the assessor. S NYS
Student Declaration
I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by the RTO
I declare that:
? The material I have submitted is my own work;
? I have kept a copy of all relevant notes and reference material that I used in the production of my work;
? I have given references for all sources of information that are not my own, including the words, ideas and images of others.
Student Signature: Date:
Result and Feedback
Feedback to Student:
Overall Outcome ?Competent ?Not yet Competent
Assessor Signature: Date:
OBSERVATION/Demonstration
The following task must be conducted in a business operation or activity in any industry where you can monitor work activities. This can be an industry workplace or a simulated industry environment.
This task will also require access to the following organisational documents and templates:
Performance reports
Rosters
Staff reports
And a team for whom you can plan and organise workflow; this can be:
Teams in an industry workplace who are assisted by the individual during the assessment process; or
Individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
For this task you are required to plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
Delays and time difficulties.
Difficult customer service situations.
Equipment breakdown or technical failure.
Financial resources.
Staffing levels and skill profiles.
Rostering requirements.
Staff performance.
Procedural requirements.
Product development and marketing.
To adequately prepare for this task you will need to complete the following steps to monitor and improve business operations:
Through close contact with the day-to-day operations, monitor the efficiency and service levels.
Ensure that the workplace operations support the overall goals and quality assurance initiatives of the organisation.
Identify any quality problems and issues in the workflow and, with relevant approvals, make appropriate adjustments to procedures and systems.
Proactively consult with colleagues about relevant ways to improve efficiency and service levels in the organisation, including the potential for new technologies and other innovations.
Provide relevant feedback to colleagues and management to help inform future planning.
Identify and take opportunities to evaluate current and emerging industry trends and practices that are relevant to your own work situation.
Assess opportunities to improve sustainability of day-to-day operations and respond appropriately.
Preform each of the following steps to plan and organise workflow for a team operation or activity that takes into account at least six of the contingencies outlined above:
Assess the current workloads and the current schedule of work to maximise efficiency and customer service quality, within budget constraints.
Delegate work appropriately.
Assess the workflow and the progress against the agreed team operation/activity objectives and timelines.
Assist colleagues with prioritising workload through the use of supportive feedback and coaching.
Provide management with timely input regarding staffing needs.
Complete the following steps to monitor and support the team members with the team operation/activity:
Monitor team performance as well as individual performance against the agreed goals and objectives for the team operation/activity.
With team members, proactively share relevant information, knowledge and experiences.
In a positive and collaborative way, challenge and test ideas within the team.
Provide team members with feedback, coaching and support.
Complete and submit the following organisational records for the above operation or activity:
Performance reports.
Staff records.
Perform the following steps to solve problems and make decisions throughout the team operation/activity:
Identify and analyse workplace problems from both an operational perspective and a customer service perspective.
Where appropriate, initiate short-term actions to resolve immediate problems.
Analyse problems to identify long-term impact, and in consultation with relevant colleagues, assess and action potential solutions.
Encourage individual participation in solving problems raised by team members.
Take relevant follow-up action to monitor the effectiveness of implemented solutions.
Once you have effectively planned, organised and monitored workflow for a team operation or activity, taking into account at least six of the outlined contingencies, and completing all of the required organisational records, you will need to sit down with your assessor and discuss:
Work organisation and planning methods used throughout the task appropriate to the industry sector.
Administration and human resource procedures and systems used to support the work operations undertaken.
Health and safety procedures and systems used to support the work operations undertaken.
The concepts of quality assurance.
How quality assurance was managed and implemented throughout the task.
Ways of minimising waste and improving sustainability considered and implemented throughout the task.
Time management principles used throughout the task, both for planning your own work and the work of others.
Problem-solving and decision making processes and techniques use throughout the task.
OBSERVATION/Demonstration checklist
*Multiple copies of the checklist will need to be printed if the observation is to be observed more than once.
Observation/Demonstration Checklist
The observation/demonstration checklist is used by the assessor to observe the student demonstrating the application of the required skills and knowledge. For details on how to conduct and contextualise for competency, please refer to the section on contextualisation above.
*The assessor needs to ensure that they take detailed notes on the performance of the student in the comments section provided.
Student Name:
Assessor Name:
The student is able to demonstrate competency by:
Yes No How and where actions were observed:
The student has demonstrated that they can plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
Delays and time difficulties.
Difficult customer service situations.
Equipment breakdown or technical failure.
Financial resources.
Staffing levels and skill profiles.
Rostering requirements.
Staff performance.
Procedural requirements.
Product development and marketing.
The student has performed each of the following actions successfully in their observation:
Through close contact with the day-to-day operations, monitor the efficiency and service levels.
Ensure that the workplace operations support the overall goals and quality assurance initiatives of the organisation.
Identify any quality problems and issues in the workflow and, with relevant approvals, make appropriate adjustments to procedures and systems.
Proactively consult with colleagues about relevant ways to improve efficiency and service levels in the organisation, including the potential for new technologies and other innovations.
Provide relevant feedback to colleagues and management to help inform future planning.
Identify and take opportunities to evaluate current and emerging industry trends and practices that are relevant to your own work situation.
Assess opportunities to improve sustainability of day-to-day operations and respond appropriately.
Assess the current workloads and the current schedule of work to maximise efficiency and customer service quality, within budget constraints.
Delegate work appropriately.
Assess the workflow and the progress against the agreed team operation/activity objectives and timelines.
Assist colleagues with prioritising workload through the use of supportive feedback and coaching.
Provide management with timely input regarding staffing needs.
Monitor team performance as well as individual performance against the agreed goals and objectives for the team operation/activity.
With team members, proactively share relevant information, knowledge and experiences.
In a positive and collaborative way, challenge and test ideas within the team.
Provide team members with feedback, coaching and support.
Complete and submit the following organisational records for the above operation or activity:
Performance reports.
Staff records.
Identify and analyse workplace problems from both an operational perspective and a customer service perspective.
Where appropriate, initiate short-term actions to resolve immediate problems.
Analyse problems to identify long-term impact, and in consultation with relevant colleagues, assess and action potential solutions.
Encourage individual participation in solving problems raised by team members.
Take relevant follow-up action to monitor the effectiveness of implemented solutions.
The student effectively discussed the following:
Work organisation and planning methods used throughout the task appropriate to the industry sector.
Administration and human resource procedures and systems used to support the work operations undertaken.
Health and safety procedures and systems used to support the work operations undertaken.
The concepts of quality assurance.
How quality assurance was managed and implemented throughout the task.
Ways of minimising waste and improving sustainability considered and implemented throughout the task.
Time management principles used throughout the task, both for planning your own work and the work of others.
Problem-solving and decision making processes and techniques use throughout the task.
Details of Students Performance:
Feedback Given to Student:
Result ? Satisfactory ? Not Yet Satisfactory
Assessor Signature Date:
Questions
The following questions may be answered verbally with your assessor or you may write down your answers. Please discuss this with your assessor before you commence. Short Answers are required which is approximately 4 typed lines = 50 words, or 5 lines of handwritten text.
Your assessor will take down dot points as a minimum if you choose to answer them verbally.
Answer the following questions either verbally with your assessor or in writing.
What is monitoring in terms of work operations?
How should you monitor efficiency and service levels in the workplace?
What must workplace operations support?
Why should organisations define their procedures and systems?
What should you proactively consult with colleagues about?
What information needs to be determined for your organisation to continuously improve through future planning?
What is the role of team members in continuous improvement?
Identify and briefly define the process used for evaluating current and emerging industry trends.
How can market research help in monitoring work operations?
Discuss the 3 different contexts of sustainability.
Identify 4 opportunities to improve sustainability of day to day operations.
How can you maximise efficiency and customer service quality within workplace budget constraints?
What are the principles of delegation?
Identify and briefly discuss the 5 requirements of delegation techniques.
What are the 2 most common techniques used to analyse workflow?
How can you assist colleagues in prioritising the workload?
Why is it important to provide timely input regarding staffing needs?
What must you monitor team and individual performance against?
Identify 2 types of performance indicators.
What must you proactively share with team members?
What does it mean to challenge and test ideas?
Discuss coaching and supporting team members.
What are the guidelines for proving a positive experience around feedback?
When completing and submitting records, what is required of the information?
What perspective should you use when identifying and analysing workplace problems?
Explain the problem solving process.
What must you consider when selecting the best approach to resolve a problem?
Identify the steps in conducting and effective impact analysis.
What must you do when a team member raises a problem?
What is required in a follow up procedure?
Briefly discuss the following procedures and systems that support work operations:
Administration.
Health and safety
Human resources
Service standards
Technology
Work practices
Identify at least 4 leadership and management responsibilities that are common across all workplaces.
Outline the points of quality assurance required for workplace implementation and management.
What is the relationship between operational efficiency and financial sustainability?
What are the social responsibilities of businesses in relation to sustainability?
Briefly describe time management principles and how they are applied by leaders and managers for planning the work of others.
What are the responsibilities that an employer has in relation to workplace health and safety?
Questions Checklist
Questioning Checklist
The assessor needs to indicate whether they have conducted the questioning as written questions or as verbal questions by ticking the box below.
? Written Questioning ? Verbal Questioning
The assessor must provide evidence with the assessment tool. For written questions, the assessor must provide the student’s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the student’s responses.
For details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist explanation in the assessor guide.
Student’s name:
Assessor’s name:
If questions are answered verbally, the assessor must write detailed answers in the sections provided below. The space below does not indicate the size of the answer anticipated. Keep typing and the space will expand. If answers are recorded separate to this document, they must be attached to the assessment documents. Satisfactory response
Yes No
1 What is monitoring in terms of work operations? ? ?
2 How should you monitor efficiency and service levels in the workplace? ? ?
3 What must workplace operations support? ? ?
4 Why should organisations define their procedures and systems? ? ?
5 What should you proactively consult with colleagues about? ? ?
6 What information needs to be determined for your organisation to continuously improve through future planning? ? ?
7 What is the role of team members in continuous improvement? ? ?
8 Identify and briefly define the process used for evaluating current and emerging industry trends. ? ?
9 How can market research help in monitoring work operations? ? ?
10 Discuss the 3 different contexts of sustainability. ? ?
11 Identify 4 opportunities to improve sustainability of day to day operations. ? ?
12 How can you maximise efficiency and customer service quality within workplace budget constraints? ? ?
13 What are the principles of delegation? ? ?
14 Identify and briefly discuss the 5 requirements of delegation techniques. ? ?
15 What are the 2 most common techniques used to analyse workflow? ? ?
16 How can you assist colleagues in prioritising the workload? ? ?
17 Why is it important to provide timely input regarding staffing needs? ? ?
18 What must you monitor team and individual performance against? ? ?
19 Identify 2 types of performance indicators. ? ?
20 What must you proactively share with team members? ? ?
21 What does it mean to challenge and test ideas? ? ?
22 Discuss coaching and supporting team members. ? ?
23 What are the guidelines for proving a positive experience around feedback? ? ?
24 When completing and submitting records, what is required of the information? ? ?
25 What perspective should you use when identifying and analysing workplace problems? ? ?
26 Explain the problem solving process. ? ?
27 What must you consider when selecting the best approach to resolve a problem? ? ?
28 Identify the steps in conducting and effective impact analysis. ? ?
29 What must you do when a team member raises a problem? ? ?
30 What is required in a follow up procedure? ? ?
31 Briefly discuss the following procedures and systems that support work operations:
Administration.
Health and safety
Human resources
Service standards
Technology
Work practices ? ?
32 Identify at least 4 leadership and management responsibilities that are common across all workplaces. ? ?
33 Outline the points of quality assurance required for workplace implementation and management. ? ?
34 What is the relationship between operational efficiency and financial sustainability? ? ?
35 What are the social responsibilities of businesses in relation to sustainability? ? ?
36 Briefly describe time management principles and how they are applied by leaders and managers for planning the work of others. ? ?
37 What are the responsibilities that an employer has in relation to workplace health and safety? ? ?