04 cat unit template - howtodoit.org units.pdf · bsbohs509a ensure a safe workplace ..... 355...

Imported units

Commonwealth of Australia, 2010 ICT10 Integrated Telecommunications Training Package To be reviewed by 13/04/2013 Version 1.0 Page 311

Imported Units of Competency NOTE: When accessing imported units of competency users are advised to check with the host Industry Skills Council or the NTIS to ensure the most up-to-date version is being used.

Contents

BSBCUS201A Deliver a service to customers ........................................................ 315

BSBCUS402A Address customer needs ................................................................. 321

BSBFIM501A Manage budgets and financial plans ............................................... 325

BSBINM302A Utilise a knowledge management system ....................................... 331

BSBMGT401A Show leadership in the workplace .................................................. 335

BSBOHS505B Manage hazards in the work environment ...................................... 339

BSBOHS507B Facilitate the application of principles of occupational health to control OHS risk ............................................................................. 347

BSBOHS509A Ensure a safe workplace ................................................................. 355

BSBPMG501A Manage application of project integrative processes ...................... 361

BSBPMG510A Manage projects .............................................................................. 367

BSBSMB305A Comply with regulatory, taxation and insurance requirements for the micro business ..................................................................... 373

BSBSMB306A Plan a home based business ............................................................ 379

BSBSMB401A Establish legal and risk management requirements of small business ........................................................................................... 385

BSBSMB405A Monitor and manage small business operations ............................. 391

BSBSMB407A Manage a small team ...................................................................... 397

Imported units

ICT10 Integrated Telecommunications Training Package Commonwealth of Australia, 2010 Version 1.0 To be reviewed by 13/04/2013 Page 312

BSBSUS201A Participate in environmentally sustainable work practices .............403

BSBSUS301A Implement and monitor environmentally sustainable work practices ..........................................................................................409

BSBSUS501A Develop workplace policy and procedures for sustainability .........417

BSBWOR401A Establish effective workplace relationships ....................................425

CPCCOHS1001A Work safely in the construction industry ........................................431

CPCCLDG3001A Licence to perform dogging ............................................................439

CPCCLRG3001A Licence to perform rigging basic level ...........................................447

CPCCLRG3002A Licence to perform rigging intermediate level ................................459

CPCCLRG4001A Licence to perform rigging advanced level ....................................469

CPPSEC3034A Operate information gathering equipment ......................................479

FNSICORG517B Prepare financial forecasts and projections .....................................487

HLTFA301B Apply first aid .................................................................................493

ICAA4041C Determine and confirm client business expectations and needs .....503

ICAA5056B Prepare disaster recovery and contingency plans ...........................509

ICAA5144B Determine best-fit topology for a local network .............................517

ICAA5145B Identify best-fit topology for a wide area network .........................523

ICAA5150C Evaluate vendor products and equipment .......................................529

ICAA5241C Design an enterprise wireless local area network ...........................535

ICAB4059B Develop detailed technical design ..................................................541

ICAB4235B Build basic perimeter security into a network ................................547

ICAB4236B Build security into a virtual private network ..................................553

ICAB4240C Build an enterprise wireless network ..............................................559

ICAB5237B Build a high performance security perimeter ..................................567

ICAB5238B Build a highly secure firewall .........................................................571

ICAI2015B Install software applications ...........................................................575

ICAI3020B Install and optimise operating system software ..............................581

Imported units

Commonwealth of Australia, 2010 ICT10 Integrated Telecommunications Training Package To be reviewed by 13/04/2013 Version 1.0 13

ICAI3021B Connect internal hardware components ......................................... 587

ICAI3101B Install and manage network protocols ............................................ 593

ICAI3110C Implement system software changes .............................................. 599

ICAI4029C Install network hardware to a network ........................................... 605

ICAI4030B Install software to networked computers ........................................ 611

ICAI5152B Implement risk management processes .......................................... 619

ICAI5196B Implement secure encryption technologies .................................... 625

ICAI5197B Install and maintain valid authentication processes ....................... 631

ICAS2014B Connect hardware peripherals ........................................................ 637

ICAS3024B Provide basic system administration .............................................. 645

ICAS3031B Provide advice to clients ................................................................. 651

ICAS3234B Care for computer hardware ........................................................... 657

ICAT3025B Run standard diagnostic tests ......................................................... 665

ICAU3019B Migrate to new technology ............................................................. 671

Imported units BSBCUS201A Deliver a service to customers


BSBCUS201A Deliver a service to customers Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Employability skills This unit contains employability skills.

Application of the unit This unit applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

Competency field Stakeholder Relations – Customer Service ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational requirements

1.2 Maintain personal dress and presentation in line with organisational requirements

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer

needs 2.1 Use appropriate questioning and active listening to

determine customer needs

2.2 Assess customer needs for urgency to identify priorities for service delivery



2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required

3 Deliver service to

customers 3.1 Provide prompt customer service to meet identified

needs according to organisational requirements

3.2 Provide information regarding problems and delays, and follow-up within appropriate timeframes as necessary

3.3 Communicate with customers in a clear, concise and courteous manner

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible

4 Process customer

feedback 4.1 Promptly recognise customer feedback and handle

sensitively according to organisational requirements

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures

4.3 Identify any unmet customer needs and discuss suitability of other products/services

4.4 Support customers to make contact with other services according to organisational policies and procedures

REQUIRED SKILLS AND KNOWLEDGE This section describes the skills and knowledge required for this unit.

Required skills • communication skills to convey meaning clearly, concisely and coherently • culturally appropriate communication skills to relate to people from diverse

backgrounds and people with diverse abilities • literacy skills to communicate with customers and to develop required product

knowledge • numeracy skills to interpret customer requirements and to meet customer needs • problem-solving skills to deal with customer enquiries or complaints.



Required knowledge • key provisions of relevant legislation from all forms of government that may

affect aspects of business operations, such as: − anti-discrimination legislation − ethical principles − codes of practice − privacy laws − occupational health and safety (OHS)

• organisational policies and procedures relating to customer service and the customer service process.

RANGE STATEMENT 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.

Customers may include: • contacts from other organisations • external customers • internal customers • members of the public • patients • service users

Organisational requirements may include:

• access and equity principles and practice • anti-discrimination and related policy • following OHS procedures for dealing with customers • legal and organisational policies, guidelines and

requirements • quality and continuous improvement processes and

standards • quality assurance and/or procedures manual

Interpersonal skills may include:

• listening actively to what the customer is communicating

• providing an opportunity for the customer to confirm their request

• questioning to clarify and confirm customer needs • seeking feedback from the customer to confirm

understanding of needs • summarising and paraphrasing to check understanding

of customer’s message • using appropriate body language



Designated persons may include:

• manager, supervisor or team leader • more experienced personnel with specific knowledge

or information • staff from other work areas with particular product or

service knowledge Opportunities may include:

• advice about warranties, guarantees or support services

• packaging options • pricing options • procedures for delivery of goods or service • provision of product knowledge • systems for recording complaints

Customer feedback may be about:

• damaged goods or delivery problems • delays • invoicing errors • quality of customer service • quality of service provision

EVIDENCE GUIDE 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.

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

Evidence of the following is essential: • demonstrating all stages of customer service

interactions • responding to customer feedback • demonstrating a range of interpersonal skills • knowledge of relevant legislation.

Context of and specific resources for assessment

Assessment must ensure: • access to an actual workplace or simulated

environment • access to office equipment and resources • examples of customer complaints and policies relating

to customer service.



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 on-the-job performance by the candidate

• analysis of responses to case studies and scenarios • demonstration of techniques • observation of presentations • oral or written questioning to assess knowledge of

customer service and communication techniques • review of information provided to customers about

problems and delays, and customer follow-up • review of documentation recording feedback and

communication between customers and the organisation.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • sales units • other customer service units.

Imported units BSBCUS402A Address customer needs


BSBCUS402A Address customer needs Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed.



Application of the unit This unit applies to workers required to be familiar with a product and/or service that varies widely and is capable of significant customisation. The customer relationship would typically involve direct interaction a number of times over an extended period.

This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions. They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

Competency field Stakeholder Relations – Customer Service ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold 321talicized text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1 Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

2 Satisfy complex

customer needs 2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs



2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

3 Manage networks to

ensure customer needs are addressed

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer, and the products and services available

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures


Required skills • literacy skills to read a variety of texts, to prepare general information and papers,

and to write formal and informal letters according to target audience • numeracy skills to analyse data, and to compare time lines and promotional costs

against budgets • problem-solving skills to develop solutions unique to a customer • culturally appropriate communication skills to relate to people from diverse

backgrounds and people with diverse abilities.

Required knowledge • key provisions of relevant legislation from all levels of government that may

affect aspects of business operations, such as: − anti-discrimination legislation − ethical principles − codes of practice − privacy laws − environmental issues − occupational health and safety



• organisational procedures and standards for customer service relationships • detailed product knowledge which may be of significant breadth (so as to propose

alternative products and services), or of significant depth (so as to propose variations within a limited product and service range).


Customers may include: • customers with routine or specific requests • in person, computer-based and telephone customers • internal and external customers • people from a range of social, cultural or ethnic

backgrounds • people who may be unwell, drug affected or

emotionally distressed • people with varying physical and mental abilities • regular and new customers

Rights and responsibilities of customers may include:

• fulfilment of external obligations • informed consent

Effective regular communication may include:

• giving customers full attention • handling sensitive and confidential issues • maintaining eye-contact (for face-to-face

interactions), except where eye-contact may be culturally inappropriate

• speaking clearly and concisely • using active listening techniques • using appropriate language and tone of voice • using clearly written information/communication • using non-verbal communication e.g. body language,

personal presentation (for face-to-face interactions) • using open and/or closed questions

Organisational procedures may include:

• procedural manuals • quality systems, standards and guidelines





Evidence of the following is essential: • assisting customers to articulate their needs • documenting processes used and customer satisfaction

with the products/services offered • assisting customers to address their needs.



environment • access to office equipment and resources • examples of products/services and promotional

strategies. 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


• review of documentation prioritising preferred actions • analysis of responses to case studies and scenarios • demonstration of techniques • observation of presentations • assessment of written reports • evaluation of communication established with

customers • review of customer interaction records.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • general administration units.

Imported units BSBFIM501A Manage budgets and financial plans


BSBFIM501A Manage budgets and financial plans Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to undertake financial management within a work team in an organisation. This includes planning and implementing financial management approaches, supporting team members whose role involves aspects of financial operations, monitoring and controlling finances, and reviewing and evaluating effectiveness of financial management processes in line with the financial objectives of the work team and the organisation.



Application of the unit This unit addresses the requirement for managers to ensure that financial resources are used effectively. This is done by ensuring access to budget/s and ongoing monitoring expenditure against the budget/s. The unit applies to managers working in small and large business environments and not for profit organisations.

Competency field Management and Leadership – Management ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Plan financial management approaches

1.1 Access budget/financial plans for the work team

1.2 Clarify budget/financial plans with relevant personnel within the organisation to ensure that documented outcomes are achievable, accurate and comprehensible

1.3 Negotiate any changes required to be made to budget/financial plans with relevant personnel within the organisation

1.4 Prepare contingency plans in the event that initial plans need to be varied



2 Implement financial management approaches

2.1 Disseminate relevant details of the agreed budget/financial plans to team members

2.2 Provide support to ensure that team members can competently perform required roles associated with the management of finances

2.3 Determine and access resources and systems to manage financial management processes within the work team

3 Monitor and control

finances 3.1 Implement processes to monitor actual expenditure

and to control costs across the work team

3.2 Monitor expenditure and costs on an agreed cyclical basis to identify cost variations and expenditure overruns

3.3 Implement, monitor and modify contingency plans as required to maintain financial objectives

3.4 Report on budget and expenditure in accordance with organisational protocols

4 Review and evaluate

financial management processes

4.1 Collect and collate for analysis, data and information on the effectiveness of financial management processes within the work team

4.2 Analyse data and information on the effectiveness of financial management processes within the work team and identify, document and recommend any improvements to existing processes

4.3 Implement and monitor agreed improvements in line with financial objectives of the work team and the organisation


Required skills • numeracy skills to read and understand a budget and to update a budget • technology skills to use software associated with financial record keeping.

Required knowledge • basic accounting principles • organisational requirements related to financial management • relevant legislation and current requirements of the Australian Taxation Office,

including GST • requirements for organisational record keeping and auditing



• principles and techniques involved in: − budgeting − cash flows − electronic spreadsheets − GST − ledgers and financial statements − profit and loss statements.


Budget/financial plans may include:

• cash flow projections • long-term budgets/plans • operational plans • short-term budgets/plans • spreadsheet-based financial projections • targets or key performance indicators for production,

productivity, wastage, sales, income and expenditure Relevant personnel may include:

• financial managers, accountants or financial controllers

• supervisors, other frontline managers Contingency plans may include:

• contracting out or outsourcing human resources and other functions or tasks

• diversification of outcomes • finding cheaper or lower quality raw materials and

consumables • increasing sales or production • recycling and re-using • rental, hire purchase or alternative means of

procurement of required materials, equipment and stock

• restructuring of organisation to reduce labour costs • risk identification, assessment and management

processes • seeking further funding • strategies for reducing costs, wastage, stock or

consumables • succession planning



Support may include: • access to specialist advice • documentation of procedures • help desk or identified experts within the organisation • information briefings or sessions • intranet-based information • training including mentoring, coaching and

shadowing Required roles may include:

• arranging for use of corporate credit cards • banking • debt collection • ensuring security, accuracy and currency of financial

operations • invoicing clients, customers and consumers • maintaining journals, ledgers and other record

keeping systems • maintaining petty cash system • purchasing and procurement • wages and salaries payments and record keeping

Resources and systems may include:

• hardware and software • human, physical or financial resources • record keeping systems (electronic and paper-based) • specialist advice or support

Processes to monitor actual expenditure and to control costs across the work team include:

• reporting of: − assets − consumables − equipment − expenditure − income − stock − wastage

Reporting may include data from:

• bank statements • credit card statements • financial reports • invoices and receipts • ledgers and journals • logs • petty cash records • spreadsheet-based records



Data and information on the effectiveness of financial management processes may include records (paper-based and electronic) related to:

• bank account records • cash flow data • contracts • credit card receipts • employee timesheets • files of paid purchase and service invoices • income and expenditure • insurance reports • invoices • job costings • petty cash receipts • quotations • taxation records • wages/salaries books



Evidence of the following is essential: • financial skills required to work with and interpret

budgets, ageing summaries, cash flow, petty cash, GST, and profit and loss statements

• knowledge of the record keeping requirements for the ATO and for auditing purposes.


Assessment must ensure: • access to appropriate documentation and resources

normally used in the workplace. 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: • assessment of written reports indicating broad

knowledge of managing budgets and managing financial resources in the organisation

• demonstration of techniques using financial record keeping software

• direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

• oral or written questioning to assess knowledge of requirements for organisational record keeping and auditing



• review of contingency plans • review of identification of cost variations and

expenditure overruns • evaluation of documentation reporting on budget and

expenditure • review of documentation identifying and

recommending improvements to financial management processes.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other units from the Diploma of Management.

Imported units BSBINM302A Utilise a knowledge management system


BSBINM302A Utilise a knowledge management system Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to access and use a knowledge management system, to input into a knowledge management system, and to contribute to monitoring, reviewing and improving a knowledge management system and work practices.



Application of the unit This unit applies to individuals who apply a broad range of competencies in various work contexts. They may exercise discretion and judgement using appropriate theoretical knowledge of knowledge management to assist in increasing productivity, to improve quality or to recognise the benefits to the organisation through the improved use of knowledge.

For the purpose of this unit, knowledge management is defined as the whole range of strategies, methods, activities and techniques used formally and informally by individuals and the organisation (as formalised in a knowledge management system) to identify, collect, organise, store, retrieve, analyse, share and apply knowledge to the work of the organisation.

Competency field Knowledge Management – Information Management ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Access and use knowledge management system

1.1 Access knowledge management system to assist with specific tasks, in line with system procedures

1.2 Administer system, in line with procedures 2 Input to knowledge

management system 2.1 Gather, analyse and prepare inputs for contribution

to the system, in line with procedures

2.2 Check inputs for clarity, accuracy, currency and relevance

2.3 Make inputs to system, in line with procedures

2.4 Analyse requirements of the system and ensure suggestions for improvements are provided to relevant personnel



3 Review and improve work practices

3.1 Provide feedback about the clarity, accuracy, currency and relevance of the system’s output to relevant personnel

3.2 Document learning resulting from the use of the system

3.3 Improve work practices as a result of learning from the use of the system


Required skills • analytical skills to classify and report information • literacy skills to read and understand a variety of texts; and to write, edit and

proofread documents to ensure clarity of meaning, accuracy and consistency of information

• problem-solving skills to deal with information which is contradictory, ambiguous, inconsistent or inadequate

• technology skills to display information in a format suitable to the target audience.

Required knowledge • key provisions of relevant legislation from all forms of government that may

affect aspects of business operations, such as: − anti-discrimination − ethical principles − codes of practice − privacy laws − occupational health and safety (OHS)

• organisational policies and procedures for knowledge management • other relevant organisational policies and procedures, for example:

− commercial confidentiality. − customer service − information management

• records management.




Knowledge management system may include:

• planned and implemented system • policies • procedures and practices to manage knowledge within

the organisation and among relevant stakeholders • protocols

Procedures may include: • accessible operating instructions

• accessible user manuals • criteria established for selecting and filtering input to

the system • related policies and procedures covering:

− consultation, participation, communication, and written and verbal reporting

− documentation − data collection, storage and retrieval − privacy and confidentiality − quality − staff, professional development, training, and

coaching and mentoring − work organisation

• templates for the collection of input to the system Inputs may be: • electronic

• paper-based • verbal

Relevant personnel may include:

• managers, leaders, supervisors and coordinators • owners • staff, team members and colleagues





Evidence of the following is essential: • making contributions to knowledge management

system • records of outcomes resulting from the use of the

system • knowledge of organisational policies and procedures

for knowledge management. Context of and specific resources for assessment


environment • access to office equipment and resources • examples of information documents found in the

workplace • access to system (within privacy and confidentiality

provisions). Method of assessment A range of assessment methods should be used to assess



• review of documentation outlining learning resulting from the use of the system

• analysis of responses to case studies and scenarios • demonstration of techniques.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • general administration units • other information management units.

Imported units BSBMGT401A Show leadership in the workplace


BSBMGT401A Show leadership in the workplace Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within routine and non routine methods and procedures which require the exercise of some discretion and judgement.



Application of the unit Frontline management provides the first level of leadership within the organisation. This unit applies to people who are making the transition from being a team member, to taking responsibility for the work and performance of others.

Frontline managers have a strong influence on the work culture, values and ethics of the teams they supervise. As such it is important that frontline mangers model good practice, professionalism and confidently represent their organisation.



1 Model high standards of management performance and behaviour

1.1 Ensure management performance and behaviour meets the organisation’s requirements

1.2 Ensure management performance and behaviour serves as a positive role model for others

1.3 Develop and implement performance plans in accordance with organisation’s goals and objectives

1.4 Establish and use key performance indicators to meet organisation’s goals and objectives



2 Enhance organisation’s image

2.1 Use organisation’s standards and values in conducting business

2.2 Question, through established communication channels, standards and values considered to be damaging to the organisation

2.3 Ensure personal performance contributes to developing an organisation which has integrity and credibility

3 Make informed

decisions 3.1 Gather and organise information relevant to the

issue/s under consideration

3.2 Facilitate individuals and teams active participation in decision making processes

3.3 Examine options and assess associated risks to determine preferred course/s of action

3.4 Ensure decisions are timely and communicate them clearly to individuals and teams

3.5 Prepare plans to implement decisions and ensure they are agreed by relevant individuals and teams

3.6 Use feedback processes effectively to monitor the implementation and impact of decisions


Required skills • communication and presentation skills to represent the organisation, to explain its

work to others and to model professionalism • decision making skills to demonstrate good judgement and follow through.

Required knowledge • basic theory of group behaviour • leadership styles and concepts. RANGE STATEMENT 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.

Organisation’s standards and values will be:

• stated or implied by the way the organisation conducts its business



Feedback processes may be:

• formal or informal • from internal or external sources



Evidence of the following is essential: • articulation of organisational values and expectations

of behaviour • instances where leadership and decision making have

been demonstrated and which have led to positive changes in the workplace

• knowledge of leadership styles and concepts. Context of and specific resources for assessment

Assessment must ensure: • access to workplace documents.

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: • analysis of responses to case studies and scenarios • direct questioning combined with review of portfolios


• observation of performance in role plays • observation of presentations • review of performance plans • oral or written questioning to assess knowledge of

leadership styles • evaluation of communication of expectations, roles

and responsibilities • review of documentation examining options and

assessing associated risks to determine preferred course/s of action.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other units from the Certificate IV in Frontline

Management.

Imported units BSBOHS505B Manage hazards in the work environment


BSBOHS505B Manage hazards in the work environment

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to identify hazards, and to assess and control risks in the work environment. It focuses on the knowledge, processes and techniques necessary to control specific hazards in the work environment.



Application of the unit Hazards may include noise, light, radiation, hazardous substances, dangerous goods, dusts and fibres, gravity (falls from heights), thermal environment, ergonomic hazards, manual handling, biological or psychosocial hazards or hazards arising from work organisation.

Where the use of monitoring equipment is appropriate, useful underpinning skills are provided in BSBOHS406B Use equipment to conduct workplace monitoring.

This unit differs from BSBOHS504B Apply principles of OHS risk management, which takes a generic approach to risk management and provides required knowledge and skills.

Competency field Regulation, Licensing and Risk – Occupational Health and Safety

ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Access sources of information and data about the work environment to identify hazardous tasks or conditions

1.1 Access external sources of information and data to assist in identifying hazardous tasks or conditions for the selected hazard

1.2 Review workplace sources of information and data to assist in identification of hazardous tasks or conditions for the selected hazard

1.3 Use appropriate tools to identify hazardous tasks or conditions for the selected hazard

1.4 Use appropriate tools to conduct workplace inspections in consultation with stakeholders

1.5 Seek input from stakeholders, key personnel and OHS specialists if required



2 Analyse the work environment to assess risk

2.1 Identify and appropriately use equipment and strategies required for basic workplace measurement and monitoring of the selected hazard

2.2 Interpret results of workplace measurements in accordance with recognised standards

2.3 Seek input from stakeholders to clarify and confirm issues related to the selected hazard

2.4 Report results of workplace measurements and interpretations to stakeholders in a format easily understandable by the target group

2.5 Assess risks associated with identified hazards in the work environment in consultation with stakeholders and take into account effectiveness of existing controls

2.6 Identify and prioritise hazardous tasks or conditions requiring control action in consultation with stakeholders, taking account of recognised standards

2.7 Establish and update risk register as appropriate 3 Control risk

associated with hazard

3.1 Seek information and data from external sources on control options for the specific hazard

3.2 Seek information and data from stakeholders and key personnel on control options for the specific hazard

3.3 Develop and advise a range of control options, in consultation with stakeholders and key personnel, by applying the hierarchy of control, noting that personal protective equipment (PPE) is regarded as the least satisfactory control measure

3.4 Identify factors with a potential to impact on the effectiveness of controls

3.5 Develop control strategy for the selected hazard in consultation with stakeholders

3.6 Communicate outcomes of hazard identification, workplace monitoring and analysis, and the resultant control strategy to stakeholders and key personnel for action as appropriate

4 Monitor and review

effectiveness of control strategy

4.1 Regularly review effectiveness of control strategy

4.2 Determine frequency, method and scope of review in consultation with workplace stakeholders and in accordance with workplace procedures



4.3 Seek input from stakeholders to review

4.4 Identify areas for improvement in the control of the selected hazard and make recommendations for improvement

5 Apply professional

practice 5.1 Manage collection of information and data,

reporting of outcomes and maintenance of records in an ethical manner

5.2 Identify situations where OHS specialists may be required


Required skills • analytical skills to:

− identify areas for hazard control − analyse relevant workplace information and data − contribute to the assessment of the resources needed to systematically manage

OHS and, where appropriate, access resources • attention to detail when making observations and recording outcomes • research skills to access relevant OHS information and data • numeracy skills to carry out simple arithmetical calculations (e.g. % change), and

to produce graphs of workplace information and data to identify trends and recognise limitations

Required knowledge • technological skills to use basic measuring equipment including reading scales

and dials applicable to selected hazards • communication skills to:

− conduct effective formal and informal meetings and to communicate effectively with personnel at all levels of the organization, OHS specialists and, as required, emergency services personnel

− prepare reports for a range of target groups including OHS committee, OHS representatives, managers and supervisors

− use language and literacy skills appropriate to the workgroup and the task • consultation and negotiation skills to develop plans, and to implement and

monitor designated actions • project management skills to achieve change in OHS matters • organisational skills to manage own tasks within a timeframe • information technology skills to access and enter internal and external information

and data on OHS and to use a range of communication media.




External sources of information and data may include:

• Australian Safety and Compensation Council • databases with national and state injury data such as

National Industrial Chemicals Notification and Assessment Scheme (NICNAS)

• employer groups • industry bodies • journals and websites • legislation, codes of practice and standards • manufacturers’ manual and specifications • OHS regulatory authorities • OHS specialists • unions

Hazards may include: • source or a situation with a potential for harm in terms

of: − injury − ill health − damage to property − damage to the environment − a combination of the above

Workplace sources of information and data may include:

• employees • hazard, incident and investigation reports • material safety data sheets (MSDSs) • minutes of meetings • OHS representatives • reports and audits • workplace inspections

Appropriate tools may include:

• checklists produced as part of codes of practice • notes or drawings • photographs • tools developed for a specific work environment,

situation or hazard • tools provided by external sources or advisors



Stakeholders may include:

• employees • health and safety, and other employee representatives • managers • OHS committees • supervisors

Key personnel may include:

• managers in related areas • people involved in OHS decision making or who are

or affected by OHS decisions OHS specialists may include:

• engineers • ergonomists • occupational hygienists • organisational psychologists • toxicologists • workplace injury and return to work advisors

Equipment may include basic instrumentation such as:

• goniometer • humidity measuring devices • light meters • simple gas sampling devices • sound level meters • temperature measuring devices

Strategies may include: • focus groups

• interviews • questionnaires

Recognised standards may include:

• codes of practice • exposure standards • guidance notes • national and industry standards • OHS regulations

Risks may include: • the chance of something happening that will result in

injury or damage which are measured in terms of consequences (injury or damage) and likelihood of the consequence

Risk register may include:

• list of: − hazards − location of hazards − people exposed to the hazards


ICT10 Integrated Telecommunications Training Package Commonwealth of Australia, 2010 Version 1.0 To be reviewed by 13/04/2013 4

• possible control measures and dates for implementation

• range of possible scenarios or circumstances under which these hazards may cause injury or damage

• results of the risk assessment Hierarchy of control may include:

• eliminating hazards • and where this is not practicable, minimising risk by: • substitution • isolating the hazard from personnel • using engineering controls • using administrative controls (e.g. procedures,

training) • using PPE

Personal protective equipment is equipment designed to be worn by a person to provide protection from hazards, and may include:

• clothing and footwear • face and eye protection • hand protection • head protection • hearing protection • respiratory protection

Factors with a potential to impact on effectiveness of controls may include:

• cultural diversity • geographic location • hierarchical structure • language • literacy and numeracy levels • shift work and rostering arrangements • size of organisation • training required • workplace culture related to OHS including

commitment by managers and supervisors and compliance with procedures and training

• workplace organisational structures (size of organisation, geographic, hierarchical)

Ethical manner may include:

• commercial-in-confidence information and data as appropriate

• confidentiality • own currency of knowledge • privacy as appropriate





Evidence of the following is essential: • hazard identification, analysis of the work

environment and participation in the development of risk control for selected hazard types

• knowledge of relevant OHS legislation (acts, regulations, codes of practice, associated standards and guidance material).


Assessment must ensure: • reports from other parties consulted in identifying

hazards and conducting risk assessments. 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: • analysis of responses to case studies and scenarios • assessment of written reports on the effectiveness of

the hazard identification, risk assessment, control and management actions taken

• demonstration of techniques used to identify hazards; assess associated risks; control, monitor and evaluate risks

• direct questioning combined with review of portfolios of evidence and third party reports of on-the-job performance by the candidate

• observation of performance in role plays • observation of presentations • oral or written questioning to assess knowledge of

characteristics, mode of action and units of measurement of major hazard types

• review of control strategies developed for the selected hazard

• assessment of reports to stakeholders about the results of workplace measurements and interpretations.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other OHS units.

Imported units BSBOHS507B Facilitate the application of principles of occupational health to control OHS risk


BSBOHS507B Facilitate the application of pr inciples of occupational health to control OHS r isk

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to facilitate the application of principles of occupational health and implement strategies to control occupational health and safety (OHS) risk.



Application of the unit This unit applies to individuals with managerial responsibility for managing OHS in the workplace to consider the impact of agents in the workplace on the health of workers, and the physical and psychosocial impact on workers’ health arising from work organisation and work processes.

It covers knowledge of occupational health and strategies to deal with occupational health issues. The unit enables candidates to facilitate the application of principles of occupational health to control OHS risk in the workplace.

OHS practitioners will identify occupational health hazards, and seek solutions and interventions to bring about change in the workplace. These practitioners will facilitate risk assessment and controls to reduce exposure to the effects of hazardous materials and hazardous conditions in the workplace.

BSBOHS505B Manage hazards in the work environment, addresses hazards of both short term and long term latency, including those hazards that impact on health.

Competency field Regulation, Licensing and Risk – Occupational Health and Safety



1 Identify the potential for adverse effects on health from agents in the workplace

1.1 Access external sources of information and data to assist in identifying agents in the workplace with a potential to adversely affect health

1.2 Review workplace sources of information and data to access information to assist in identifying agents in the workplace with a potential to adversely affect health



1.3 Consider the role of individual difference in susceptibility to occupational disease or injury in identifying adverse effects on health

1.4 Identify situations where health professionals may be required

2 Identify the potential

for adverse effects on health related to the interaction of the work environment, work systems and people

2.1 Apply knowledge of sources of occupational disease and injury to analyse job characteristics, nature of work and the context of work to help identify situations with potential for physical or psychological harm to employees

2.2 Access workplace and internal sources of information and data, taking account of privacy requirements, to assist in identifying situations with a potential for physical or psychological harm to employees

3 Facilitate the control

of risks to health in the workplace

3.1 Apply the hierarchy of control to control risks to occupational health

3.2 Examine workplace policies, procedures and schedules to minimise situations with a potential to cause physical or psychological harm to employees

3.3 Examine organisational communication processes to maximise clarity of roles and employee involvement in these processes

4 Participate in the

development of strategies to communicate occupational health information and data

4.1 Research and identify characteristics of target groups

4.2 Interpret and discuss health effects with stakeholders that may result from work and the working environment

4.3 Implement communication strategies in accordance with legal and ethical requirements

4.4 Evaluate and monitor the effectiveness of health communication processes

5 Monitor and

facilitate occupational health education and training

5.1 Identify the need for health information and data, and training in consultation with workplace stakeholders

5.2 Identify personnel including health professionals and resources to deliver occupational health training

5.3 Identify and allocate roles and responsibilities for the delivery of training



5.4 Provide health information and data, and education to managers and workers in a manner that facilitates understanding and uptake

5.5 Apply training, evaluation and monitoring processes

6 Review and evaluate the occupational health program

6.1 Evaluate outcomes and document the overall impact of occupational health education programs through an evaluation plan

6.2 Evaluate and document the overall impact of the occupational health program

6.3 Make recommendations for future programs as a result of the evaluation


Required skills • analytical skills to:

− identify areas for improvement where OHS risk is involved − analyse relevant workplace information and data, and to make observations of

workplace tasks and interactions between people, their activities, equipment, environment and systems

− contribute to the assessment of resources needed to systematically manage OHS and, where appropriate, access resources

• attention to detail when making observations and recording outcomes • research skills to access relevant OHS information and data • numeracy skills to carry out simple arithmetical calculations (e.g. % change), and

to produce graphs of workplace information and data to identify trends and recognise limitations

• technological skills to use basic measuring equipment including reading scales and dials applicable to selected hazards

• communication skills to: − conduct effective formal and informal meetings and to communicate

effectively with personnel at all levels of the organisation, OHS specialists and, as required, emergency services personnel

− prepare reports for a range of target groups including OHS committee, OHS representatives, managers and supervisors

− use language and literacy skills appropriate to the workgroup and the task • consultation and negotiation skills to develop plans, and to implement and

monitor designated actions • project management skills to achieve change in OHS matters • organisational skills to manage own tasks within a timeframe • information technology skills to access and enter internal and external information

and data on OHS and to use a range of communication media.



Required knowledge • basic knowledge of toxicology of hazardous materials and potential health effects

in the workplace • ethics related to professional practice • formal and informal communication and consultation processes and key personnel

related to communication • hierarchy of control and considerations for choosing between different control

measures, such as possible inadequacies of particular control measures • how the characteristics and composition of the workforce impact on risk and the

systematic approach to managing OHS, for example: − communication skills − cultural background/workplace diversity − gender − labour market changes − language, literacy and numeracy − structure and organisation of workforce e.g. part-time, casual and contract

workers, shift rosters, geographical location − workers with specific needs

• internal and external sources of OHS information and data • key personnel, including identifying ‘change agents’, within workplace

management structure • language, literacy and cultural profile of the workgroup • methods of providing evidence of compliance with OHS legislation • nature of workplace processes (including work flow, planning and control) and

hazards relevant to the particular workplace • organisational behaviour and culture as it impacts on OHS and on change • organisational culture as it impacts on the workgroup • organisational OHS policies and procedures • requirements under hazard specific OHS legislation and codes of practice • sources of occupational disease and their prevention • structure and forms of legislation including regulations, codes of practice,

associated standards and guidance material. RANGE STATEMENT 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.

External sources of information and data may include:

• Australian Safety and Compensation Council • databases with national and state injury data, such as

National Industrial Chemicals Notification and Assessment Scheme (NICNAS)

• employer groups



• industry bodies • journals and websites • legislation, codes of practice, associated standards and

guidance material • manufacturers’ manuals and specifications • OHS regulatory authorities • OHS specialists • unions

Agents may include: • biological

• chemical • ergonomic • nuclear • physical • psychosocial • radiological

Workplace sources of information and data may include:

• audits • employees • hazard, incident and investigation reports • material safety data sheets (MSDSs) • minutes of meetings • questionnaires • reports • written and verbal complaints

Health professionals may include:

• general practitioners • health educators • occupational health nurses • occupational health physicians

Job characteristics and nature of work may include:

• adequacy of equipment or faulty equipment • effectiveness of different control strategies • health effects of physical hazards in the workplace

such as noise, vibration, thermal extremes • job demands such as high physical, mental or

emotional demands; lack of variety; short work cycle; workload

• participation in decision making and control of workload

• relative costs of implementation of appropriate control strategies



• toxicology of hazardous materials • workload and scheduling issues such as pace; shift

work, inflexible work schedules; unpredictable, long or unsocial hours

• workplace processes and the hazards they produce Context of work may include:

• career issues including promotion, job security and skills

• interpersonal relationships at work, including with supervisors and peers

• organisational factors such as communication; levels of support for problem solving and personal development; changing employment patterns; definition of organisational objectives

• role ambiguity, role conflict, role responsibilities Internal sources of information and data may include:

• human resources, industrial relations, personnel management and staff

• managers • occupational health and employee assistance staff • OHS and employee representatives • supervisors

Hierarchy of control may include:

• eliminating hazards • and where this is not practicable, minimising risk by: • substitution • isolating the hazard from personnel • using engineering controls • using administrative controls (e.g. procedures,

training) • using personal protective equipment (PPE)

Organisational communication processes may include:

• formal and informal communication processes • position descriptions and performance appraisal

processes • training

Characteristics of target groups may include:

• characteristics influencing communication strategies, such as access to information and data and empowerment

• characteristics such as, but not limited to: − cultural background − language and literacy − location



− size of workforce, group, team etc − variability of roles, responsibilities etc


• employees • families of employees • health and safety, and other employee representatives • local community • managers • OHS committees

Legal requirements may include:

• equity and workers with specific needs • privacy legislation • relevant OHS legislative requirements related to use

of certain chemicals and processes in the workplace Ethical requirements may include:

• confidentiality • equity • privacy • workplace diversity

Resources may include: • financial

• physical Evaluation plan may include:

• appropriate communication strategies for the workplace

• identification of relevant target groups • impact on improvements to the workplace as a result

of interventions • impact on workforce • training availability including delivery schedule • training content



Evidence of the following is essential: • facilitation of strategies to assist with controlling OHS

risks associated with occupational health issues • knowledge of structure and forms of legislation

including regulations, codes of practice, associated standards and guidance material.




Assessment must ensure: • access to office equipment and resources • access to relevant legislation, standards and guidelines • access to workplace or simulated workplace.


practical skills and knowledge. The following examples are appropriate for this unit: • analysis of responses to case studies and scenarios • assessment of written reports on the effectiveness of

OHS principles in the workplace • demonstration of techniques used to control OHS risk • direct questioning combined with review of portfolios

of evidence and third party reports of on-the-job performance by the candidate

• observation of performance in role plays • observation of presentations • oral or written questioning to assess knowledge of

ethics related to professional practice • evaluation of discussions with stakeholders about

health effects that may result from work and the working environment

• review of evaluation plan • assessment of identification of situations that require

health professionals. Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other OHS units.

Imported units BSBOHS509A Ensure a safe workplace


BSBOHS509A Ensure a safe workplace Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to establish, maintain and evaluate the organisation’s occupational health and safety (OHS) policies, procedures and programs in the relevant work area in accordance with OHS legal requirements.



Application of the unit Managers play an important role in ensuring the safety of the workplace and the wellbeing of their staff. This unit applies to managers working in a range of contexts. It takes a systems approach and ensures compliance with relevant legislative requirements.

All those who have, or are likely to have, a management responsibility for OHS should undertake this unit.

It is relevant for those with managerial responsibilities, either as an owner or employee–manager of a business.



1 Establish and maintain an OHS system

1.1 Locate and communicate OHS policies which clearly express the organisation’s commitment to implement relevant OHS legislation in the enterprise

1.2 Define OHS responsibilities for all workplace personnel in accordance with OHS policies, procedures and programs

1.3 Identify and approve financial and human resources for the effective operation of the OHS system

2 Establish and

maintain participative arrangements for the management of OHS

2.1 Establish and maintain participative arrangements with employees and their representatives in accordance with relevant OHS legislation

2.2 Appropriately resolve issues raised through participative arrangements and consultation

2.3 Promptly provide information about the outcomes of participation and consultation in a manner accessible to employees



3 Establish and maintain procedures for identifying hazards, and assessing and controlling risks

3.1 Develop procedures for ongoing hazard identification, and assessment and control of associated risks

3.2 Include hazard identification at the planning, design and evaluation stages of any change in the workplace to ensure that new hazards are not created by the proposed changes

3.3 Develop and maintain procedures for selection and implementation of risk control measures in accordance with the hierarchy of control

3.4 Identify inadequacies in existing risk control measures in accordance with the hierarchy of control and promptly provide resources to enable implementation of new measures

3.5 Identify intervention points for expert OHS advice 4 Establish and

maintain a quality OHS management system

4.1 Develop and provide an OHS induction and training program for all employees as part of the organisation’s training program

4.2 Utilise system for OHS record keeping to allow identification of patterns of occupational injury and disease in the organisation

4.3 Measure and evaluate the OHS system in line with the organisation’s quality systems framework

4.4 Develop and implement improvements to the OHS system to achieve organisational OHS objectives

4.5 Ensure compliance with the OHS legislative framework so that legal OHS standards are maintained as a minimum


Required skills • analytic skills to analyse relevant workplace data in order to identify hazards, and

to assess and control risks • communication skills to consult with staff and to promote a safe workplace • problem-solving skills to deal with complex and non-routine difficulties • technology skills to store and retrieve relevant workplace data.



Required knowledge • application of the hierarchy of control (the preferred order of risk control

measures from most to least preferred, that is, elimination, engineering controls, administrative controls, personal protective equipment)

• hazard identification and risk management • relevant legislation from all levels of government that affects business operation,

especially in regard to OHS and environmental issues, equal opportunity, industrial relations and anti-discrimination

• reporting requirements. RANGE STATEMENT 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.

OHS legislation will depend on state/territory legislation and requirements, and will include:

• common law duties to meet general duty of care requirements

• regulations and approved codes of practice relating to hazards in the work area

• requirements for establishment of consultative arrangements including those for health and safety representatives, and health and safety committees

• requirements for effective management of hazards • requirements for provision of information and training

including training in safe operating procedures, procedures for workplace hazards, hazard identification, risk assessment and risk control, and emergency and evacuation procedures

• requirements for the maintenance and confidentiality of records of occupational injury and disease

Control of associated risks may include:

• administrative • counselling/disciplinary processes • elimination • engineering • housekeeping and storage • issue resolution • OHS records maintenance and analysis • personal protective equipment • purchasing of supplies and equipment • workplace inspections including plant and equipment



Organisational health and safety record keeping may relate to:

• audit and inspection reports • workplace environmental monitoring records • consultation e.g. meetings of health & safety

committees, work group meeting agendas including OHS items and actions

• induction, instruction and training • manufacturers’ and suppliers’ information including

dangerous goods storage lists • hazardous substances registers • plant and equipment maintenance and testing reports • workers compensation and rehabilitation records • first aid/medical post records



Evidence of the following is essential: • detailed knowledge and application of all relevant

OHS legislative frameworks • establishment and maintenance of arrangements for

managing OHS within the organisations’ business systems and practices

• identification of intervention points for expert OHS advice

• principles and practice of effective OHS management in a small, medium or large business.




practical skills and knowledge. The following examples are appropriate for this unit: • analysis of responses to case studies and scenarios • assessment of written reports • demonstration of techniques • direct questioning combined with review of portfolios


• review of OHS policies, information provided on the OHS system, information about the outcomes of participation and consultation provided to employees



• oral or written questioning to assess knowledge of OHS and OHS legislation

• evaluation of OHS induction and training • review of OHS record keeping system.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other OHS units • units from the Diploma of Management.

Imported units BSBPMG501A Manage application of project integrative processes


BSBPMG501A Manage application of project integrative processes

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to integrate and balance the overall project management functions of scope, time, cost, quality, human resources, communications, risk and procurement; and to align and track the project objectives to comply with organisational goals, strategies and objectives.



Application of the unit This unit applies to an individual who is clearly and solely responsible for the management and leadership of a complex project, either as an employee of an organisation or as an external consultant.

In the context of this unit a complex project is defined as a project which involves: • the need for a comprehensive and multi faceted

project plan • the need for a formal internal or external

communications strategy • a dedicated and diverse project budget • multiple administrative components • multiple operational components • a wide range of stakeholders • a project operations team.

The functions performed by a program manager to manage the integration of all functions of project management in a program or multiple project are addressed in BSBPMG601A Direct the integration of projects.

Competency field Management and Leadership – Project Management





1 Manage integration of all functions of project management

1.1 Identify project stakeholders and their interests, with guidance of higher project authority

1.2 Analyse all project management functions with higher project authority and relevant stakeholders to determine achievable project objectives

1.3 Develop a project plan to integrate all project management functions to achieve outcomes and requirements for time, cost, quality and risk

1.4 Obtain endorsement of project plan by higher project authority

1.5 Establish designated mechanisms to control planned activity

2 Coordinate internal

and external environments

2.1 Manage the project within an established internal working environment to ensure work is conducted effectively throughout the project

2.2 Maintain established links to align project objectives with organisation objectives throughout the project life cycle

2.3 Seek assistance, where necessary, from higher project authority to resolve conflicts which may negatively affect project objectives

3 Implement project

activities throughout life cycle

3.1 Ensure agreed project phases, approval points and review points occur

3.2 Report progress against established project baselines to measure performance throughout the project life cycle

3.3 Implement established finalisation plans, procedures and activities

3.4 Identify and document integration management issues and recommended improvements, and pass on to higher project authority for application to future projects




Required skills • literacy skills to write project plans, progress reports and project communications • teamwork and communication skills to lead the project team and deal with

stakeholders • time management skills to ensure priorities are addressed • planning and organising skills to manage the integration of project activities

Required knowledge • project life cycle • role and responsibilities of the project manager • project planning tools and techniques. RANGE STATEMENT 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.

The nine project management functions are:

• communications • cost • human resources • procurement and contracting • project integration • quality • risk • scope • time

Project plan may include:

• covering document which integrates the requirements of the nine functions of project management using appropriate formats and procedures

• single document • multiple documents

Internal working environment may include:

• arrangement of project personnel and equipment • identity and differentiation of the project within the

larger environment • personal working conditions • physical location of project • team dynamics



Finalisation plans, procedures and activities may include:

• final audit/reconciliation • finalisation of account codes and other financial

documentation • forwarding finalisation report to senior personnel • project evaluation • settling of financial liabilities • transferring of assets to client or originating owner • transition of responsibility/ownership of project

deliverables/products • warranty requirements

Integration management issues and recommended improvements may include:

• evaluation using established success and failure criteria

• knowledge management • lessons learned • records • training programs



Evidence of the following is essential: • development of project plans for multiple complex

projects • details of how plans were monitored and outcomes

were reported • knowledge of project life cycle.


Assessment must ensure: • access to project documentation relevant to project

integration • access to feedback from project stakeholders.


practical skill and knowledge. The following examples are appropriate for this unit: • direct questioning combined with review of portfolios


• oral or written questioning to assess knowledge of strategies for managing project integration and their application to different situations



• analysis of responses addressing case studies and scenarios which present project integration management issues and problems

• assessment of project reports and examples of project plans.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other units from the Diploma of Project Management.

Imported units BSBPMG510A Manage projects


BSBPMG510A Manage projects Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to manage a straightforward project or a section of a larger project.

This unit addresses the management of projects including the development of a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learnt for application to future projects. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.


Application of the unit The unit focuses on the application of project management skills and the requirement to meet time lines, quality standards, budgetary limits and other requirements set for the project.

The unit does not apply to specialist project managers. For specialist project managers, the units of competency in the Project Management competency field will be applicable.



1 Define project 1.1 Access project scope and other relevant documentation

1.2 Define project stakeholders

1.3 Seek clarification from delegating authority of any issues related to project and project parameters

1.4 Identify limits of own responsibility and reporting requirements

1.5 Clarify relationship of project to other projects and to the organisation’s objectives

1.6 Determine and access available resources to undertake project



2 Develop project plan 2.1 Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be managed in relation to the project parameters

2.2 Identify and access appropriate project management tools

2.3 Formulate risk management plan for project, including occupational health and safety (OHS)

2.4 Develop and approve project budget

2.5 Consult team members and take their views into account in planning the project

2.6 Finalise project plan and gain any necessary approvals to commence project according to documented plan

3 Administer and

monitor project 3.1 Take action to ensure project team members are

clear about their responsibilities and the project requirements

3.2 Provide support for project team members, especially with regard to specific needs, to ensure that the quality of the expected outcomes of the project and documented time lines are met

3.3 Establish and maintain required record keeping systems throughout the project

3.4 Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality

3.5 Complete and forward project reports as required to stakeholders

3.6 Undertake risk management as required to ensure project outcomes are met

3.7 Achieve project deliverables 4 Finalise project 4.1 Complete financial record keeping associated with

project and check for accuracy

4.2 Assign staff involved in project to new roles or reassign to previous roles

4.3 Complete project documentation and obtain any necessary sign offs for concluding project



5 Review project 5.1 Review project outcomes and processes against the project scope and plan

5.2 Involve team members in the project review

5.3 Document lessons learnt from the project and report within the organisation


Required skills • communication and negotiation skills to work with team members and other

stakeholders to maintain project schedules • literacy skills to read, write and review a range of documentation • planning and organising skills to develop, monitor and maintain implementation

schedules • numeracy skills to analyse data, and to compare time lines and promotional costs

against budgets • culturally appropriate communication skills to relate to people from diverse

backgrounds and people with diverse abilities.

Required knowledge • relevant legislation from all levels of government that may affect aspects of

business operations, such as: − anti-discrimination legislation − ethical principles − codes of practice − privacy laws − environmental issues − OHS

• organisational structure, and lines of authority and communication within the organisation

• how the project relates to organisation’s overall mission, goals, objectives and operations.




Project scope and other relevant documentation may include:

• contract or other agreement • project brief • project plan or summary • other documents outlining expected outcomes of the

project, inclusions and exclusions from project, timeframes for project, quality standards for project, project resources


• clients or customers (internal and external) • funding bodies • management, employees and relevant key personnel

(internal and external) with special responsibilities • project sponsor

Delegating authority may include:

• customer or client • funding body • manager or management representative • project sponsor

Project parameters may include:

• finances for project • integration of project within organisation • legislative and quality standards • physical, human and technical resources available or

required for project • procurement requirements associated with project • reporting requirements • risks associated with project, including OHS • scope of project • time lines

Project management tools may include:

• cost schedule control system • Critical Path Method • Gantt and bar charts • life cycle cost analysis • logistics support analysis • PERT charts • project management software



• spreadsheets • technical resources required for the project, for

example OHS management system tools Support for project team members may include:

• additional physical, human and technical resources (within allocated budget) if and as required

• encouragement • feedback • learning and development • regular project team meetings • supervision, mentoring and coaching

Required record keeping systems may include systems for:

• correspondence • financial data including costs, expenditure, income

generated, purchases • project outcomes • quality data including any test results • recording of time spent on project and progress in

completing project • samples, prototypes, models

Risk management may include:

• changing roles and responsibilities within project team

• negotiating an extension of deadline, or redefining completion or quantities or quality of outcomes

• outsourcing some aspects of the project • reducing costs • researching and applying more efficient methods for

completing project tasks • seeking further resources to meet deadline • sharing of ideas to gain improvements to work

undertaken within the project Necessary sign offs may be required by:

• clients, customers • funding body • management • project sponsor





Evidence of the following is essential: • development of a project plan • details of monitoring arrangement/s and evaluation of

the project plan’s efficacy to address time lines and budgets of project

• knowledge of relevant legislation. Context of and specific resources for assessment

Assessment must ensure: • access to workplace project documentation.




• observation of presentations • oral or written questioning to assess knowledge of

how the project relates to the organisation’s overall mission, goals, objectives and operations

• review of project risk management plan and project plan

• evaluation of project reports forwarded to stakeholders

• analysis of documentation reviewing project outcomes and processes against the project scope and plan

• evaluation of documentation outlining lessons learnt from the project.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other project management units.

Imported units BSBSMB305A Comply with regulatory, taxation and insurance requirements for the micro business


BSBSMB305A Comply with regulatory, taxation and insurance requirements for the micro business

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to outline the regulatory, taxation and insurance compliance requirements of a micro business; and to source advice and specialist services to assist business owners/managers in satisfying these requirements and needs.

Specific legal requirements apply to the management of a micro business.


Application of the unit This work will be undertaken by individuals who are establishing or operating a micro business providing for self employment.

Competency field Management and Leadership – Small and Micro Business ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Identify the regulatory, taxation and insurance requirements of the business

1.1 Identify regulatory, taxation and insurance requirements that might be relevant to the operation of the business

1.2 Gather information that assists in interpreting and explaining the regulatory, taxation and insurance requirements

1.3 Investigate the relationships between legislation, regulations, codes of practice, associated standards and written material to determine compliance requirements of the business

2 Develop procedures

to ensure compliance and risk minimisation

2.1 Identify business advisers and other sources of assistance relevant to compliance requirements and type of business

2.2 Explain to advisers business type and operations, covering the full scope of the business

2.3 Clarify and confirm compliance requirements and risk minimisation needs with advisers



2.4 Establish sources of advice and specialist services for regulatory, taxation and insurance compliance

2.5 Review advice and procedures against the compliance requirements and their appropriateness for the business

3 Implement

compliance procedures

3.1 Implement procedures within the guidelines provided

3.2 Take action to ensure that the business complies with the relevant taxation and business registration requirements, legislation, regulations, codes of practice and associated standards

3.3 Arrange appropriate insurance cover for the business


Required skills • communication skills to question and seek clarification from advisers on

regulatory, taxation or insurance matters • literacy skills to interpret relevant regulatory, taxation and insurance information • research skills to investigate compliance requirements.

Required knowledge • business registration and licensing requirements • commonwealth, state/territory and local government legislative requirements

relating to business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal employment opportunity, industrial relations and anti-discrimination

• nature of legal responsibility • relevant industry codes of practice • relevant OHS responsibilities and procedures • sources of advice and specialist services • sources of information about regulatory, taxation and insurance requirements and

issues • taxation requirements.




Regulatory, taxation and insurance requirements may include:

• local, state/territory, commonwealth and international legislation, regulations and codes of practice affecting business operations such as: − Acts and regulations − industry and OHS codes of practice − business registrations and licences − planning and other permissions − environmental legislation − industrial law, agency law, property law,

consumer legislation and standards, Torts Law and duty of care

− equal employment opportunity (EEO) and anti-discrimination legislation

− anti-competition regulations Information gathered may include:

• government agencies • industry associations • internet • written material

Taxation requirements may include:

• Australian Business Number • Business Activity Statement and goods and services

tax (GST) returns • GST registration • PAYG and withholding arrangements • tax file number

Insurance requirements may include:

• comprehensive insurance for vehicles/property • professional indemnity insurance • public liability insurance • third party insurance on motor vehicles • workers compensation • other insurance cover as required by state/territory or

commonwealth legislation, contractual obligations or as recommended for the industry/type of business



Sources of advice and specialist services may include:

• accountants − business advisers − financial planners and insurance brokers − funding bodies − government agencies (for example, Indigenous

Business Australia, Office of Aboriginal Economic Development)

− industry/trade associations − insurance brokers

• lawyers



Evidence of the following is essential: • identification of regulatory, taxation and insurance

compliance requirements and risk minimisation needs of the business

• identification of sources of advice on compliance and risk minimisation procedures for the business

• development and review of procedures for compliance and risk minimisation (with assistance from advisers)

• knowledge of legislative requirements affecting business operation.


Assessment must ensure: • access to relevant documentation • candidate’s individual circumstances and work in the

context of establishing or running a micro business, are the basis for assessment.


practical skills and knowledge. The following examples are appropriate for this unit: • oral or audio-visual presentation of a case study of a

micro business in similar field and location as candidate’s proposal

• portfolio of evidence including identification of relevant compliance and risk minimisation needs for the micro business, and development of risk minimisation and compliance procedures (with assistance from advisers)



• review of implementation of procedures • review of insurance cover arranged for the business.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBSMB302A Develop a micro business proposal.

Imported units BSBSMB306A Plan a home based business


BSBSMB306A Plan a home based business Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to examine the issues around establishing a business in a home and to plan the workplace within a home environment.

Specific legal requirements apply to the management of a small or micro business.


Application of the unit This work will be undertaken by individuals who are establishing or operating a micro business providing for self employment.



1 Determine the viability of basing a business in a home environment

1.1 Identify activities that will be undertaken by the business and what facilities and workspace are needed

1.2 Identify what licences, permits, regulations or restrictions apply to operating a home-based business

1.3 Identify the availability of services and infrastructure to support the business

1.4 Calculate the costs of suitable fittings and equipment for the business and any modifications required to existing facilities and infrastructure in the home

1.5 Determine access requirements of clients or delivery vehicles to the business premises

1.6 Identify insurance requirements for operation of the business in the home

2 Plan the workplace

in a home environment

2.1 Prepare a floor plan or layout that meets the needs of the business and the home occupants

2.2 Prepare any concept plans for modifications to buildings or structures in accordance with local government requirements

2.3 Obtain approvals from relevant authorities



2.4 Identify occupational health and safety (OHS) issues and develop procedures to eliminate or minimise any risks

2.5 Design the workplace to provide appropriate client access and facilities while retaining privacy for home occupants

2.6 Allocate adequate and secure space for business machinery, equipment and storage of materials

3 Minimise potential

sources of conflict 3.1 Identify possible sources of conflict with

neighbours or home occupants

3.2 Develop protocols for home occupants, visitors and clients to enable the business to successfully operate in the home environment

3.3 Prepare a work schedule that identifies business and personal activities

3.4 Establish contingency plans for unanticipated events


Required skills • communication skills to clarify restrictions and approvals; to negotiate with

neighbours, home occupants, trades people and suppliers; to formulate questions to obtain quotes

• literacy skills to understand and complete any relevant forms relating to a home-based business

• research skills to locate and access sources of information relating to restrictions/approvals for a home-based business.

Required knowledge • aspects of the business being proposed • commonwealth, state/territory and local government legislative requirements

relating to business operation, especially in regard to occupational health and safety (OHS) and environmental issues

• constraints of home-based businesses • relevant services and infrastructure available.




Activities may include: • any products produced by the business • if the business includes only one aspect of a process • if the business is an adjunct to something else

Licences, permits, regulations or restrictions may include:

• funding agency restrictions • local government regulations • state/territory government environmental

regulations/restrictions Services and infrastructure may include:

• disability access • gas • mobile phone coverage • phone/internet access • postal services • power • supply of materials and packaging • vehicle access • water

Fittings and equipment may include:

• furniture desk, chairs, work benches • hardware/software • storage for example shelving,

cabinets/freezers/machinery, shed Approvals may be needed from:

• body corporate (if rented unit) or owner (if the house is rented)

• public liability/WorkCover Procedures may include: • verbal instructions

• visual images • written signs

Client access and facilities may include:

• dedicated area for consultation with clients/staff and/ or display area

• entry • parking • signage • toilets



Sources of conflict may include:

• changes in home occupants’ needs for space • noise • parking • waste

Protocols may include: • informal understandings

• verbal instructions Business and personal activities may include:

• community and family responsibilities • personal networking/mentoring

Unanticipated events may include:

• attendance at events (community, family conferences, training)

• personal and/or family illness EVIDENCE GUIDE 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.


Evidence of the following is essential: • identification of why the particular business is best

established in the home • identification and selection of useful strategies in

planning the set up of a home-based business • knowledge of constraints of home-based businesses.



context of establishing or running a home-based business, are the basis for assessment.


practical skills and knowledge. The following examples are appropriate for this unit: • portfolio of evidence including floor layout and

quotes for work • oral or written questioning to assess knowledge of

relevant legislation • review of access requirements determined for clients

or delivery vehicles to the business premises • review of protocols developed for home occupants,

visitors and clients • analysis of contingency plans established for

unanticipated events.




Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBSMB302A Develop a micro business proposal • BSBSMB304A Determine resource requirements for

the micro business.

Imported units BSBSMB401A Establish legal and risk management requirements of small business


BSBSMB401A Establish legal and r isk management requirements of small business

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to identify and comply with the regulatory, legal, taxation and insurance requirements, and risk management needs of small business.

Specific legal requirements apply to the management of a small business.


Application of the unit This work is undertaken by individuals who operate a small business.

The unit is suitable for existing micro and small businesses or setting up a new business or a department in a larger organisation.



1 Identify and implement business legal requirements

1.1 Identify and research possible options for the business legal structure using appropriate sources

1.2 Determine legislation and regulatory requirements affecting the operations of the business under its chosen structure

1.3 Develop and implement procedures to ensure full compliance with relevant legislation and regulatory requirements

2 Comply with

legislation, codes and regulatory requirements

2.1 Establish systems to ensure the legal rights and responsibilities of the business are identified and the business is adequately protected, specifically in relation to occupational health and safety (OHS), business registration and environmental requirements

2.2 Identify taxation principles and requirements relative to the business and follow procedures to ensure compliance

2.3 Identify and carefully maintain legal documents and maintain and update relevant records to ensure their ongoing security and accessibility



2.4 Monitor the provision of products and services of the business to protect legal rights and to comply with legal responsibilities

2.5 Conduct investigations to identify areas of non-compliance with legal and regulatory requirements and take corrective action where necessary

3 Negotiate and

arrange contracts 3.1 Seek legal advice on contractual rights and

obligations, if required, to clarify business liabilities

3.2 Investigate and assess potential products/services to determine procurement rights and to ensure protection of business interests where applicable

3.3 Negotiate and secure contractual procurement rights for goods and services including contracts with relevant people, as required, in accordance with the business plan

3.4 Identify insurance requirements and acquire adequate cover

3.5 Identify options for leasing/ownership of business premises and complete contractual arrangements in accordance with the business plan


Required skills • communication, reporting, record keeping and consultation skills to operate the

business • literacy skills to interpret legal requirements, to develop policies and procedures

and to analyse compliance information • research skills to investigate legal structures, and taxation and insurance

requirements • time management skills to prioritise tasks and to meet key dates.

Required knowledge • business registration and licensing requirements • commonwealth, state/territory and local government legislative requirements

relating to business operation, especially in regard to OHS and environmental issues, equal employment opportunity, industrial relations, anti-discrimination, taxation

• creation and termination of relevant legal contracts • cultural differences and legal implications • duty of care imposed by Law of Torts



• legal rights and obligations of alternative ownership structures • record keeping to meet minimum legal and taxation requirements • relevant consumer legislation • relevant industry codes of practice • relevant insurance requirements and products. RANGE STATEMENT 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.

Options for the business legal structure may include:

• company • cooperative • corporation • government owned enterprise • partnership • profit or not-for-profit legal structure • sole trader • trust

Options for the business legal structure may be influenced by:

• confidentiality • contractual requirements • family/community/cultural expectations • ownership transfer • partnership considerations • preferences of owners/stakeholders • protection of stakeholders and assets • requirements of financial backers • superannuation • taxation

Appropriate sources may include:

• business advisers • financial planners • government agencies • industry/trade associations • mentors • professional advisers (e.g. solicitors, accountants)



Legislation and regulatory requirements may include:

• local, state/territory, commonwealth and international legislation, regulations and codes of practice affecting business operations such as: − relevant Acts and regulations − industry and OHS codes of practice − business registrations and licences − planning and other permissions − environmental legislation − industrial law, agency law, property law,

consumer legislation and standards, Torts Law and duty of care

− equal employment opportunity (EEO) and anti-discrimination legislation, anti-competition regulations

Legal rights and responsibilities may include:

• culturally appropriate processes and protocols • marketing the business in accordance with consumer

legislation • obligations imposed by choice of business structure • operating the business with a duty of care (Law of

Torts) Occupational health and safety and requirements must include:

• complying with relevant OHS codes of practice • establishing and maintaining a system for managing

OHS • establishing hazard management arrangements to

assess and control the risks associated with workplace hazards including development of written safe operating procedures

• establishing OHS record keeping arrangements in accordance with regulatory requirements

• OHS duty of care responsibilities • registering with state/territory workers compensation

authority if applicable Taxation principles and requirements may include:

• relevant taxation requirements/obligations for business

• tax file number, Australian Business number, goods and services tax registration, PAYG and withholding arrangements

Legal documents may include:

• appropriate software for financial records • certificate of incorporation • constitution documents • franchise agreements and financial documentation



• partnership agreements • statutory books for companies (register of members,

register of directors and minute books) Records may include: • environmental

• financial • OHS • personnel • taxation

OHS records may include:

• accident reports and investigations • first aid and medical • hazardous substances register • instruction and training • manufacturers’ and suppliers’ information • material safety data sheets • OHS audits and inspections • plant maintenance and testing • workers compensation and rehabilitation

Procurement rights to products and services may include:

• any form of licensing • royalties, copyright, patents, trademarks, registered

design and applications, intellectual property, software licenses, franchises, agencies

Contracts with relevant people may include:

• any person with whom the business has, or seeks to have, a performance-based relationship

• owners, suppliers, employees, landlords, agents, distributors, customers

Insurance requirements may include:

• comprehensive insurance for vehicles/property • professional indemnity insurance • public liability insurance • third party insurance on motor vehicles • workers compensation • other insurance cover as required by state/territory or

commonwealth legislation, contractual obligations or as recommended for the industry/type of business





Evidence of the following is essential: • implementation of a systematic approach to

identifying, managing and meeting legal and business requirements within culturally appropriate contexts

• interpreting compliance data and formulating appropriate action

• knowledge of relevant legislation. Context of and specific resources for assessment


context of establishing or running a small business, are the basis for assessment.


practical skills and knowledge. The following examples are appropriate for this unit: • portfolio of evidence including contracts negotiated

and arranged • oral or written questioning to assess knowledge of

relevant consumer legislation • review of procedures developed and implemented to

ensure full compliance with relevant legislation and regulatory requirements

• review of insurance cover acquired. Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBSMB402A Plan small business finances • BSBSMB404A Undertake small business planning.

Imported units BSBSMB405A Monitor and manage small business operations


BSBSMB405A Monitor and manage small business operations

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to operate a small business and to implement a business plan. The strategies involve monitoring, managing and reviewing operational procedures.



Application of the unit This work is undertaken by individuals who operate a small business. The unit is suitable for existing micro and small businesses or a department in a larger organisation.



1 Develop operational strategies and procedures

1.1 Develop an action plan to provide a clear and coherent direction, in accordance with the business goals and objectives

1.2 Identify occupational health and safety (OHS) and environmental issues and implement strategies to minimise risk factors

1.3 Develop a quality system for the business in line with industry standards, compliance requirements and cultural criteria

1.4 Develop performance measures and operational targets to conform with the business plan

1.5 Develop strategies for innovation, including the utilisation of existing, new or emerging technologies, where practicable, to optimise business performance



2 Implement operational strategies and procedures

2.1 Implement systems and key performance indicators/targets to monitor business performance and customer satisfaction

2.2 Implement systems to control stock, expenditure/cost, wastage/shrinkage and risks to health and safety in accordance with the business plan

2.3 Maintain staffing requirements, where applicable, within budget to maximise productivity

2.4 Carry out the provision of goods/services in accordance with established legal, ethical cultural and technical standards

2.5 Provide goods/services in accordance with time, cost and quality specifications, and customer requirements

2.6 Apply quality procedures to address product/service and customer requirements

3 Monitor business

performance 3.1 Regularly monitor/review the achievement of

operational targets to ensure optimum business performance, in accordance with the business plan goals and objectives

3.2 Review systems and structures, with a view to more effectively supporting business performance

3.3 Investigate and analyse operating problems to establish causes and implement changes as required as part of the business quality system

3.4 Amend operational policies and procedures to incorporate corrective action

4 Review business

operations 4.1 Review and adjust business plan, as required, to

maintain business viability, in accordance with business goals and objectives

4.2 Clearly record proposed changes to aid future planning and evaluation

4.3 Undertake ongoing research into new business opportunities and adjust business goals and objectives as new business opportunities arise




Required skills • analytical skills to develop criteria and targets for the business plan • communication skills to question, clarify and report • literacy skills to interpret legal requirements, company policies and procedures • numeracy skills to manage performance information and to control the finances • technology skills to use relevant business equipment.

Required knowledge • methods for developing and maintaining networks • methods for implementing operation and revenue control systems • methods for monitoring performance and implementing improvements • OHS responsibilities and procedures for managing hazards • principles of risk management relevant to the business, including risk assessment • quality system principles and methods • relevant industry codes of practice • relevant marketing, sales and financial concepts • relevant performance measures • role of innovation • systems to manage staff, stock, expenditure, services and customer service • technical or specialist skills relevant to the business operation. RANGE STATEMENT 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.

Operational strategies and procedures may be determined by:

• business premises (size, location, layout) • financial control systems and procedures • management and administrative systems and

procedures • methods/techniques/technology • physical and natural resources • plant and equipment , including OHS requirements • premises, plant and equipment, which may be new or

previously owned • purchase (sole or shared ownership) or leasing • raw materials



• requirements, which may be one-off requirements or recurrent requirements (such as equipment maintenance) specific to the nature of the business

• technology • use of existing, new and emerging technologies

including e-commerce

Business goals and objectives may include:

• customer needs/marketing projections • family or community benefits • financial projections • goals, objectives, plans, systems and processes • lifestyle issues • proposed size and scale of the business, market focus

of the business • short-, medium- or long-term goals • social responsibility

Occupational health and safety and environmental issues must include:

• controls, which may include instructions to workplace personnel concerning site hazards and controls, material safety data sheets, use of personal protective equipment, vehicle access, signs and barricades, traffic control, outside contractors

• establishment and maintenance of procedures for assessing and controlling risks

• establishment and maintenance of procedures for identifying risks to health and safety

• waste and by-products

Quality system may include:

• manual or computer quality control systems • quality assurance/management approaches • random inspections and assessments of goods and

services against predetermined standards • random inspections and assessments of processes

against predetermined standards • random sampling and follow-up of customers

Operational targets may include:

• external targets, which may relate to market share and positioning and may involve exploring new markets, building national or international trade links

• internal targets, which may relate to size, quality, quantity and diversity, wages to sales, sales to area/stock levels/stock turnover/average debtor payment periods and levels

• staffing level and skills mix • targets, which may be short-, medium- or long-term



Technical standards may include:

• current and generally agreed descriptions of what the product/service is, how it should be produced/delivered and the quality, safety, efficiency or other measures to determine the activity is done effectively



Evidence of the following is essential: • developing strategies and procedures to successfully

manage the operation of the business • making appropriate adjustments to the business

operations as required • knowledge of quality system principles and methods.



context of running a small business, are the basis for assessment.


practical skills and knowledge. The following examples are appropriate for this unit: • portfolio of evidence including operational strategies

and procedures • oral or written questioning to assess knowledge of

principles of risk management relevant to the business, including risk assessment

• review of analysis of operating problems (establishing causes and implementing changes as required as part of the business quality system)

• review of records proposing changes to the business operations.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBSMB406A Manage small business finances • BSBSMB407A Manage a small team.

Imported units BSBSMB407A Manage a small team


BSBSMB407A Manage a small team Unit descriptor This unit describes the performance outcomes, skills and

knowledge required to plan for the management of and to manage staff. It involves industrial relations, staff selection, staff records, induction, training, team development and career planning to enhance business operations through retaining a competent, committed and motivated team in the workplace.



Application of the unit This work is undertaken by individuals who operate a small business.

The unit is suitable for existing micro and small businesses or a department in a larger organisation.



1 Develop staffing plan 1.1 Determine staffing requirements to allow the business to run effectively, in accordance with the business requirements as outlined in the business plan

1.2 Identify and compare the existing skills/competencies of owner/s and staff with business requirements to identify any gaps

1.3 Develop policies and procedures for owner/s and staff, in accordance with the business plan

2 Recruit, induct, train

and retain the team 2.1 Develop job/position descriptions, competencies

required and selection criteria to meet the needs of the business

2.2 Judge information obtained from each candidate against specified selection criteria and decide selection in accordance with business needs and legal requirements

2.3 Induct new staff members in accordance with the policies and procedures of the business



2.4 Make team members aware of their responsibilities and performance requirements as soon as practicable and take opportunities to coach team members who are unfamiliar with the procedures of the business

2.5 Develop and implement a staff development program and career paths based on the requirements of business and staff competencies

2.6 Advertise staff vacancies appropriately in accordance with staffing plan

3 Comply with

INDUSTRIAL RELATIONS obligations

3.1 Clarify workplace rights and obligations of employers and employees, in accordance with legal requirements and codes of practice

3.2 Counsel staff, if required, in a positive and constructive manner and record outcomes accurately

4 Maintain staff

records 4.1 Develop staff records system to provide timely and

accurate information, in accordance with confidentiality, legal and taxation requirements

4.2 Monitor and accurately maintain the system for recording and retrieving personnel and payroll information and seek specialist advice where required

5 Manage staff 5.1 Regularly review contribution and skills of self and

other team members to ensure performance is in line with agreed performance measures

5.2 Monitor and adjust staffing requirements to respond to any changes in tasks and functions required by the business

5.3 Support and encourage staff, and acknowledge and reward their contribution to the business

5.4 Regularly provide opportunities for staff to discuss work related issues

5.5 Develop contingency plans to cope with unexpected or extreme situations and take appropriate corrective action as required

6 Review team

performance 6.1 Develop positive and constructive relationships

with and between team members

6.2 Review and update team objectives in support of business goals on a regular basis in consultation with team members



6.3 Identify strengths and weaknesses of team against current and expected work requirements

6.4 Schedule time, on a regular basis, for team members to review work operations in order to maintain and improve operational efficiency

6.5 Encourage team members to monitor their own performance, suggest improvements and to identify professional development needs, in accordance with personal and business requirements

6.6 Monitor and review staff turnover rate REQUIRED SKILLS AND KNOWLEDGE This section describes the skills and knowledge required for this unit.

Required skills • analytical skills to identify workplace skill gaps • coaching skills • communication skills to relate to staff • conflict resolution skills • literacy skills to interpret legal requirements, to compile reports and to prepare a

job/position description • team building and motivation skills.

Required knowledge • commonwealth, state/territory and local government legislative requirements

relating to business operation, especially in regard to occupational health and safety (OHS) and environmental issues, equal employment opportunity (EEO), industrial relations and anti-discrimination

• OHS responsibilities and procedures for managing hazards • relevant industry awards/enterprise agreements • staff development and career planning • staff counselling, grievance and disciplinary procedures • unfair dismissal legislation and procedures. RANGE STATEMENT 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.

Staffing requirements may include:

• full-time, part-time, permanent, temporary or casual • number of staff • responsibilities, competencies required • self, other owners, family and/or friends



• sub-contractors or external advisors/consultants • time commitment, performance expectations

Policies and procedures must include:

• complaint and grievance procedures • culturally appropriate entitlements e.g. funeral leave,

national/religious days • culturally appropriate procedures e.g. how business

will enact cultural requirements for relationships between owner/operator, employees and service providers

• employment conditions, equal opportunity, anti-discrimination, cultural diversity

• induction and training • OHS • recruitment and selection • performance measures • professional development

Staff development program and career paths may include

• attendance at courses • career planning • coaching • flexible learning • job rotation • mentoring • on-the-job training • professional development • staff exchanges • succession planning

Advertising staff vacancies may include:

• electronic (radio, television and internet) • noticeboards • print media • word-of-mouth

Industrial relations may include:

• awards and/or industrial agreements and relevant industrial instruments

• counselling, dismissal procedures



Legal requirements and codes of practice may include:

• award and enterprise agreements and relevant industrial instruments

• commonwealth, state/territory and local government legislative requirements affecting business operation, especially in regard to OHS and environmental issues, EEO, industrial relations and anti-discrimination

• relevant industry codes of practice Staff records system must include:

• disciplinary and grievance procedures • employee records (including tax file number,

remuneration, leave and training records) • job/position descriptions • OHS record • records of taxation and superannuation payments

made Performance measures may include:

• overall staff productivity • percentage of chargeable hours/days per week • performance of key people • ratio of direct workers to those who support, supervise

or manage them • ratio of sales dollars per employee • staff morale, work ethic, work satisfaction

Contingency plans may include:

• accidents or emergencies • environmental issues • fluctuating workloads • OHS • unpredicted customer demand/busy periods • unpredicted staff shortages

Team members may include:

• employees, trainees/apprentices, sub-contractors or external advisers/consultants

• owner/s, partners, family members





Evidence of the following is essential: • managing a small team including staff selection, staff

records, induction, training and development • developing and maintaining team performance to

enhance business operations • knowledge of relevant legislative requirements

affecting business operation. Context of and specific resources for assessment


context of running a small business, are the basis for assessment.


practical skills and knowledge. The following examples are appropriate for this unit: • portfolio of evidence including staff policies and

records, and contingency plans • oral or written questioning to assess knowledge of

staff recruitment procedures, staff development and review programs

• review of job/position descriptions and selection criteria developed

• review of documentation monitoring and reviewing staff turnover rate.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBSMB405A Monitor and manage small business

operations.

Imported units BSBSUS201A Participate in environmentally sustainable work practices


BSBSUS201A Par ticipate in environmentally sustainable work practices

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to effectively measure current resource use and to carry out improvements including reducing the negative environmental impact of work practices.

This unit requires the ability to access industry information, and applicable legislative and occupational health and safety (OHS) guidelines.

While no licensing, legislative, regulatory or certification requirements apply holistically to this unit at the time of publication, relevant national, state and territory legislation, regulations and codes of practice impact upon this unit.


Application of the unit This unit applies to operators/team members under supervision or guidance, who are required to follow workplace procedures and instructions, and to work in an environmentally sustainable manner. It covers: • efficient resource use • potential environmental hazards • regulatory compliance • improving environmental performance (within the

scope of competency, authority and own level of responsibility).

It addresses the knowledge, processes and techniques necessary to participate in environmentally sustainable work practices.

Competency field Industry Capability – Sustainability ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Identify current resource use

1.1 Identify workplace environmental and resource efficiency issues

1.2 Identify resources used in own work role

1.3 Document and measure current usage of resources using appropriate techniques



1.4 Record and file documentation measuring current usage, using technology (such as software systems) where applicable

1.5 Identify and report workplace environmental hazards to appropriate personnel

2 Comply with

environmental regulations

2.1 Follow workplace procedures to ensure compliance

2.2 Report breaches or potential breaches to appropriate personnel

3 Seek opportunities to

improve resource efficiency

3.1 Follow organisational plans to improve environmental practices and resource efficiency

3.2 Work as part of a team, where relevant, to identify possible areas for improvements to work practices in own work area

3.3 Make suggestions for improvements to workplace practices in own work area


Required skills • analytical skills to comply with all relevant legislation associated with job

specifications and procedures • communication and problem-solving skills to question, seek clarification and

make suggestions relating to work requirements and efficiency • communication and teamwork skills to recognise procedures; to follow

instructions; to respond to change, such as current workplace environmental/sustainability frameworks; and to support team work and participation in a sustainable organisation

• literacy, numeracy and technology skills to interpret workplace information in relation to work role, and to document and measure resource use

• technology skills to select and use technology appropriate for a task.

Required knowledge • environmental and resource hazards/risks • environmental or sustainability legislation, regulations and codes of practice

applicable to own work role • OHS issues and requirements • organisational structure, and reporting channels and procedures • relevant environmental and resource efficiency systems and procedures • sustainability in the workplace • terms and conditions of employment including policies and procedures, such as

daily tasks, employee and employer rights, equal opportunity.




Environmental and resource efficiency issues may include:

• maximising opportunities to improve business environmental performance

• minimising environmental risks • promoting more efficient production and consumption

of natural resources, for example minimising waste by participating in or using a waste management system

• using resources efficiently such as material usage, energy usage (seeking alternative sources of energy or energy conservation) or efficient water usage

Appropriate techniques may include:

• examining and documenting resources in work area • examining invoices from suppliers • examining relevant information and data • measuring resource usage under different conditions • reports from other parties involved in the process of

identifying and implementing improvements Compliance may include:

• meeting relevant laws, by-laws and regulations or best practice to support compliance in environmental performance and sustainability at each level as required (such as Environmental Protection or Biodiversity Conservation Act): − international − commonwealth − state/territory − local government − industry − organisation

Organisational plans may include:

• documented policies and procedures • work plans to minimise waste or to increase

efficiency of resources such as a green office program, supply chain program for purchasing sustainable products or an environmental management framework



Suggestions may include ideas that help to:

• improve energy efficiency • increase use of renewable, recyclable, reusable and

recoverable resources • maximise opportunities such as use of solar power or

other alternative forms of energy, where appropriate • prevent and minimise risks • reduce emissions of greenhouse gases • reduce use of non-renewable resources



Evidence of the following is essential: • accessing, interpreting and complying with a range of

environment/sustainability legislation and procedural requirements relevant to daily responsibilities

• accurately following organisational information to participate in and support an improved resource efficiency process and reporting as required

• developing and/or using tools such as inspection checklists, to collect and measure relevant information on organisation resource consumption, within work role

• identifying organisational improvements by applying efficient resource use to daily activities

• knowledge of environmental and resource hazards/risks.



environment • evidence is relevant to the particular workplace role,

including work area, equipment, systems, and documentation

• review of current work area directly relating to own work, to assess measurement of resources used, hazards and compliance

• individual or team discussion about potential for increased resource efficiency within current work area

• access to workplace documents, information and resources (such as compliance obligations, enterprise plans, work responsibilities).



Method of assessment A range of assessment methods should be used t assess practical skills and knowledge. The following examples are appropriate for this unit: • direct questioning combined with review of portfolios


• observation of demonstrated techniques over time and in a range of situations

• analysis of responses to case studies and scenarios • review of documentation measuring current resource

usage • evaluation of techniques used to document and

measure current usage of resources • review of identified and reported workplace

environmental hazards • evidence of active participation in organisational

plans to improve environmental practices and resource efficiency.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBINN201A Contribute to workplace innovation • BSBSMB301A Investigate micro business

opportunities • BSBWOR202A Organise and complete daily work

activities.

Imported units BSBSUS301A Implement and monitor environmentally sustainable work practices


BSBSUS301A Implement and monitor environmentally sustainable work practices

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to effectively analyse the workplace in relation to environmentally sustainable work practices and to implement improvements and monitor their effectiveness.

This unit requires the ability to access industry information, applicable legislative and occupational health and safety (OHS) guidelines.



Application of the unit This unit applies to those with responsibility for a specific area of work or who lead a work group or team. It addresses the knowledge, processes and techniques necessary to implement and monitor environmentally sustainable work practices, including the development of processes and tools, such as: • identifying areas for improvement • developing plans to make improvements • implementing and monitoring improvements in

environmental performance.

A person who demonstrates competence in this unit must be able to provide evidence of the ability to implement and monitor integrated environmental and resource efficiency management policies and procedures within an organisation. Evidence must be strictly relevant to the particular workplace role.

Competency field Industry Capability – Sustainability ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Investigate current practices in relation to resource usage

1.1 Identify environmental regulations applying to the enterprise

1.2 Analyse procedures for assessing compliance with environmental/sustainability regulations



1.3 Collect information on environmental and resource efficiency systems and procedures, and provide to the work group where appropriate

1.4 Collect, analyse and organise information from a range of sources to provide information/advice and tools/resources for improvement opportunities

1.5 Measure and document current resource usage of members of the work group

1.6 Analyse and document current purchasing strategies

1.7 Analyse current work processes to access information and data to assist in identifying areas for improvement

2 Set targets for

improvements 2.1 Seek input from stakeholders, key personnel and

specialists

2.2 Access external sources of information and data as required

2.3 Evaluate alternative solutions to workplace environmental issues

2.4 Set efficiency targets 3 Implement

performance improvement strategies

3.1 Source and use appropriate techniques and tools to assist in achieving efficiency targets

3.2 Apply continuous improvement strategies to own work area of responsibility, including ideas and possible solutions to communicate to the work group and management

3.3 Implement and integrate environmental and resource efficiency improvement plans for own work group with other operational activities

3.4 Supervise and support team members to identify possible areas for improved practices and resource efficiency in work area

3.5 Seek suggestions and ideas about environmental and resource efficiency management from stakeholders and act upon where appropriate

3.6 Implement costing strategies to fully value environmental assets



4 Monitor performance

4.1 Use and/or develop evaluation and monitoring, tools and technology

4.2 Document and communicate outcomes to report on efficiency targets to key personnel and stakeholders

4.3 Evaluate strategies and improvement plans

4.4 Set new efficiency targets, and investigate and apply new tools and strategies

4.5 Promote successful strategies and reward participants where possible


Required skills • analytical skills to analyse problems, to devise solutions and to reflect on

approaches taken • change management skills • communication skills to answer questions, clarify and acknowledge suggestions

relating to work requirements and efficiency • communication/consultation skills to support information flow from stakeholders

to the work group • innovation skills to identify improvements, to apply knowledge about resource

use to organisational activities and to develop tools • literacy skills to comprehend documentation, to interpret environmental and

energy efficiency requirements, to create tools to measure and monitor improvements and to report outcomes

• numeracy skills to analyse data on organisational resource consumption and waste product volumes

• planning and organising skills to implement environmental and energy efficiency management policies and procedures relevant to own work area

• problem-solving skills to devise approaches to improved environmental sustainability and to develop alternative approaches as required

• technology skills to operate and shut down equipment; where relevant, to use software systems for recording and filing documentation to measure current usage; and to use word processing and other basic software for interpreting charts, flowcharts, graphs and other visual data and information

• supervisory skills to work effectively with a team.

Required knowledge • best practice approaches relevant to own area of responsibility and industry • compliance requirements within work area for all relevant

environmental/sustainability legislation, regulations and codes of practice including resource hazards/risks associated with work area, job specifications and procedures



• environmental and energy efficiency issues, systems and procedures specific to industry practice

• external benchmarks and support for particular benchmarks to be used within organisation, including approaches to improving resource use for work area and expected outcomes

• OHS issues and requirements • organisational structure and reporting channels and procedures • quality assurance systems relevant to own work area • strategies to maximise opportunities and to minimise impact relevant to own work

area • supply chain procedures • terms and conditions of employment including policies and procedures, such as

daily tasks, work area responsibilities, employee, supervisor and employer rights, equal opportunity.


Compliance may include:

• meeting relevant laws, by-laws and regulations or best practice or codes of practice to support compliance in environmental performance and sustainability at each level as required (such as Environmental Protection or Biodiversity Conservation Act): − international − commonwealth − state/territory − industry − organisation

Sources may include: • organisation specifications

• regulatory sources • relevant stakeholders • resource use

Purchasing strategies may include:

• influencing suppliers to take up environmental sustainability approaches

• researching and participating in programs such as a supply chain program to purchase sustainable products



Stakeholders, key personnel and specialists may include:

• individuals and groups both inside and outside the organisation who have direct or indirect interest in the organisation’s conduct, actions, products and services, including: − customers − employees at all levels of the organisation − government − investors − local community − other organisations − suppliers

• key personnel within the organisation, and specialists outside the organisation who may have particular technical expertise

Techniques and tools may include:

• examination of invoices from suppliers • examination of relevant information and data • measurements made under different conditions • others as appropriate to the specific industry context

Environmental and resource efficiency improvement plans may include:

• addressing environmental and resource sustainability initiatives such as environmental management systems, action plans, green office programs, surveys and audits

• applying the waste management hierarchy in the workplace

• determining organisation’s most appropriate waste treatment including waste to landfill, recycling, re-use, recoverable resources and wastewater treatment

• initiating and/or maintaining appropriate organisational procedures for operational energy consumption, including stationary energy and non-stationary (transport)

• preventing and minimising risks, and maximising opportunities such as: − improving resource/energy efficiency − reducing emissions of greenhouse gases

• reducing use of non-renewable resources • referencing standards, guidelines and approaches such

as: − ecological footprinting − Energy Efficiency Opportunities Bill 2005 − Global Reporting Initiative − green office program – a cultural change program



− green purchasing − Greenhouse Challenge Plus (Australian

government initiative) − ISO 14001:1996 Environmental management

systems life cycle analyses − product stewardship − supply chain management − sustainability covenants/compacts − triple bottom line reporting

Suggestions may include ideas that help to:

• prevent and minimise risks and maximise opportunities such as: − usage of solar or renewable energies where

appropriate − reducing emissions of greenhouse gases − reducing use of non-renewable resources − making more efficient use of resources, energy

and water • maximising opportunities to re-use, recycle and

reclaim materials • identifying strategies to offset or mitigate

environmental impacts: − purchasing carbon credits − energy conservation − reducing chemical use − reducing material consumption

• expressing purchasing power through the selection of suppliers with improved environmental performance e.g. purchasing renewable energy

• eliminating the use of hazardous and toxic materials EVIDENCE GUIDE 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.


Evidence of the following is essential: • knowledge of relevant compliance requirements

within work area • developing plans to make improvements • planning and organising work group activities in

relation to measuring current use and devising strategies to improve usage

• monitoring resource use and improvements for environmental performance relative to work area and supervision



• ensuring appropriate action is taken within work area in relation to environmental/sustainability compliance and potential hazards

• implementing new approaches to work area in an effort to resolve and improve environmental and resource efficiency issues and reporting as required.



environment • access to a range of environment/sustainability

legislation, standards, guidelines and procedural requirements relevant to specific work area, daily responsibilities and supervision

• access to a range of information, workplace documentation and resources such as compliance obligations, organisation plans, work supervision and responsibilities

• access to reports from other parties involved in the process of identifying and implementing improvements

• evidence is relevant to the particular workplace role, including work area, staff, stakeholders, equipment, systems and documentation.

Method of assessment A range of assessment methods should be used t assess



• response to case studies • review of reports of activities of work group in

relation to measuring resource use and developing improvement strategies

• review of work plans outlining approaches to improved practices with documented benchmarks

• analysis of the way in which advice is sought and suggestions are made about improvements

• observation over time and in a range of situations in relation to review of overall work area and staff, to assess and measure resource use, hazards and compliance



• review of checklists to identify and assess resource usage at the beginning and end of the unit; reports on meetings around procedures and improvement processes and monitoring within the workplace; lists of environmental hazards/risks or inefficiencies or opportunities for improvements identified in the workplace

• analysis of implementation of programs such as a green office program, supply chain program for purchasing sustainable products, or an environmental management framework

• oral or written questioning to assess knowledge of environmental and energy efficiency issues, systems and procedures specific to industry practice.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBATSIC411B Communicate with the community • BSBINN301A Promote innovation in a team

environment • BSBLED401A Develop teams and individuals • BSBMGT402A Implement operational plan • BSBMGT403A Implement continuous improvement • BSBRSK401A Identify risk and apply risk

management processes.

Imported units BSBSUS501A Develop workplace policy and procedures for sustainability


BSBSUS501A Develop workplace policy and procedures for sustainability

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to develop and implement a workplace sustainability policy, including the modification of the policy to suit changed circumstances.

This unit requires the ability to access industry information, applicable legislative and occupational health and safety (OHS) guidelines.



Application of the unit This unit addresses the knowledge, processes and techniques necessary to develop approaches to sustainability within workplaces, including the development and implementation of policy.

This unit applies to people with managerial responsibility who undertake work developing approaches to create strategies within workplaces, including the development and implementation of policy and includes: • communicating with relevant stakeholders • developing and monitoring policies • reviewing and improving policies.

A person who demonstrates competence in this unit must be able to provide evidence of the ability to develop and implement integrated sustainability policies and procedures within an enterprise. The review of the policy after implementation will also need to be evidenced.

The context of the unit applies to all sectors of the business industry; it may be applied to all sections of an organisation, including the office, the factory floor, or work area. With such a broad application, the unit will need to be contextualised as it is applied across an organisation and across different industry sectors.

Competency field Industry Capability – Sustainability





1 Develop workplace sustainability policy

1.1 Define scope of sustainability policy

1.2 Gather information from a range of sources to plan and develop policy

1.3 Identify and consult stakeholders as a key component of the policy development process

1.4 Include appropriate strategies in policy at all stages of work for minimising resource use, reducing toxic material and hazardous chemical use, and employing life cycle management approaches

1.5 Make recommendations for policy options based on likely effectiveness, timeframes and cost

1.6 Develop policy that reflects the organisation’s commitment to sustainability as an integral part of business planning and as a business opportunity

1.7 Agree to appropriate methods of implementation

2 Communicate workplace sustainability policy

2.1 Promote workplace sustainability policy, including its expected outcome to key stakeholders

2.2 Inform those involved in implementing the policy as to outcomes expected, activities to be undertaken and responsibilities assigned

3 Implement workplace sustainability policy

3.1 Develop and communicate procedures to help implement workplace sustainability policy

3.2 Implement strategies for continuous improvement in resource efficiency

3.3 Establish and assign responsibility to use recording systems for tracking continuous improvements in sustainability approaches

4 Review workplace sustainability policy implementation

4.1 Document outcomes and provide feedback to key personnel and stakeholders

4.2 Investigate successes or otherwise of policy

4.3 Monitor records to identify trends that may require remedial action and use to promote continuous improvement of performance

4.4 Modify policy and or procedures as required to ensure improvements are made




Required skills • communication skills to adjust communication to suit different audiences; to

respond effectively to diversity; to work as a member of a team to consult on and validate policy

• literacy skills to read and evaluate complex and formal documents such as policy and legislation

• problem skills to effectively manage different points of view and dissenting stakeholders

• research, analytical and writing skills to research, analyse and present information; to prepare written reports requiring precision of expression and language and structures suited to the intended audience.

Required knowledge • best practice approaches relevant to own work area • environmental or sustainability legislation, regulations and codes of practice

applicable to industry and organisation • equal employment opportunity, equity and diversity principles and occupational

health and safety implications of policy being developed • policy development processes and practices • principles, practices and available tools and techniques of sustainability

management relevant to the particular industry context • quality assurance systems relevant to own organisation • relevant industry competency • relevant organisational policies, procedures and protocols • relevant systems and procedures to aid in the achievement of workplace

sustainability. RANGE STATEMENT 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.

Scope of workplace sustainability policy may include:

• addressing sustainability initiatives through reference to standards, guidelines and approaches such as: − ecological footprinting − Energy Efficiency Opportunities Bill 2005l − Global Reporting Initiative − green office program − green purchasing − Greenhouse Challenge Plus (Australian

government initiative)



− ISO 14001:1996 Environmental management systems life cycle analyses

− life cycle analyses − product stewardship − supply chain management − sustainability covenants/compacts − triple bottom line reporting

• integrated approach to sustainability which includes environmental, economic and social aspects, or a specific approach that focuses on each aspect individually

• investigating particular business and market context of the industry/organisation

• meeting relevant laws, by laws and regulations or best practice to support compliance in environmental performance and sustainability at each level as required (such as Environmental Protection or Biodiversity Conservation Act): − international − commonwealth − state/territory − industry − organisation

• parts of the organisation to which it is to apply, including whether it is for the whole organisation, one site, one work area or a combination of these

Sources may include: • regulatory sources • relevant personnel • organisational specifications


• individuals and groups both inside and outside the organisation who have some direct interest in the organisation’s conduct, actions, products and services, including: − customers − employees at all levels of the organisation − government − investors − local community − other organisations − regulators − suppliers

• key personnel within the organisation and specialists outside the organisation who may have particular technical expertise



Strategies may include: • promotional activities • raising awareness among stakeholders • training staff in sustainability principles and

techniques EVIDENCE GUIDE 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.


Evidence of the following is essential: • candidate’s involvement as a key person in planning,

developing and implementing organisational policy and that the developed policy complies with legislative requirements

• implementation strategy, as part of the policy, that has been devised, implemented and reviewed showing a measurable improvement utilising the chosen benchmark indicators

• communicating with stakeholders to discuss possible approaches to policy development and implementation, and contributing to the resolution of disputes among stakeholders

• developing and monitoring policies for analysing data on enterprise resource consumption

• using software systems for recording and filing documentation for measurement of current usage and using word processing and other basic software for interpreting charts, flowcharts, graphs and other visual data and information

• reviewing and improving policies by identifying improvements and benchmarking against industry best practice and attempting new approaches continuously over time.



environment • access to relevant legislation/standards/guidelines • access to a range of workplace documentation and

personnel, information and resources (such as compliance obligations, organisational plans, work responsibilities)

• access to reports from other parties involved in the development and implementation of policy



• evidence is collected over time, involving both formative and summative assessment

• evidence is relevant to the particular workplace role, including work area, equipment, systems, and documentation.



of evidence and third party workplace reports of on the job performance by the candidate

• response to case studies • review of policy developed and procedural

documentation outlining the approach taken • review of implementation strategy, plans and work

plans • analysis of methods used to involve stakeholders in

policy development, implementation and review • analysis of inefficiencies or opportunities for

improvements identified in the workplace • evaluation of participation in sustainability work

practices and programs such as an environmental management framework

• observation over time in relation to review of work area relating to policy and procedures being developed to assess measurement of resources used, hazards and compliance.




Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • BSBATSIM504B Develop organisational policies • BSBATSIM507B Establish and maintain a strategic

planning cycle • BSBHRM506A Manage recruitment, selection and

induction processes • BSBHRM602A Manage human resources strategic

planning • BSBINN502A Build and sustain an innovative work

environment • BSBMGT515A Manage operational plan • BSBMGT516A Facilitate continuous improvement • BSBMGT608B Manage innovation and continuous

improvement • BSBMGT616A Develop and implement strategic

plans • BSBMGT617A Develop and implement a business

plan • BSBRSK501A Manage risk.

Imported units BSBWOR401A Establish effective workplace relationships


BSBWOR401A Establish effective workplace relationships

Unit descriptor This unit describes the performance outcomes, skills and knowledge required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation.



Application of the unit Frontline managers play an important role in developing and maintaining positive relationships in internal and external environments so that customers, suppliers and the organisation achieve planned outputs and outcomes. They play a prominent part in motivating, mentoring, coaching and developing team cohesion through providing leadership for the team and forming the bridge between the management of the organisation and team members.

At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning and evaluation, and leadership and guidance of others.

Competency field Industry Capability – Workplace Effectiveness ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Collect, analyse and communicate information and ideas

1.1 Collect relevant information from appropriate sources and analyse and share with the work team to improve work performance

1.2 Communicate ideas and information in a manner which is appropriate and sensitive to the cultural and social diversity of the audience and any specific needs

1.3 Implement consultation processes to encourage employees to contribute to issues related to their work, and promptly relay feedback to the work team in regard to outcomes



1.4 Seek and value contributions from internal and external sources in developing and refining new ideas and approaches

1.5 Implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel as required

2 Develop trust and

confidence 2.1 Treat all internal and external contacts with

integrity, respect and empathy

2.2 Use the organisation’s social, ethical and business standards to develop and maintain effective relationships

2.3 Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance

2.4 Adjust interpersonal styles and methods to meet organisation’s social and cultural environment

2.5 Encourage other members of the work team to follow examples set, according to organisation’s policies and procedures

3 Develop and

maintain networks and relationships

3.1 Use networks to identify and build relationships

3.2 Use networks and other work relationships to provide identifiable benefits for the team and organisation

4 Manage difficulties

into positive outcomes

4.1 Identify and analyse difficulties, and take action to rectify the situation within the requirements of the organisation and relevant legislation

4.2 Guide and support colleagues to resolve work difficulties

4.3 Regularly review and improve workplace outcomes in consultation with relevant personnel

4.4 Manage poor work performance within the organisation’s processes

4.5 Manage conflict constructively within the organisation’s processes




Required skills • coaching and mentoring skills to provide support to colleagues • literacy skills to research, analyse, interpret and report information • relationship management and communication skills to:

− deal with people openly and fairly − forge effective relationships with internal and/or external people, and to

develop and maintain these networks − gain the trust and confidence of colleagues − respond to unexpected demands from a range of people − use supportive and consultative processes effectively.

Required knowledge • relevant legislation from all levels of government that affects business operation,

especially in regard to occupational health and safety (OHS), and environmental issues, equal opportunity, industrial relations and anti-discrimination

• theory associated with managing work relationships to achieve planned outcomes: − developing trust and confidence − maintaining consistent behaviour in work relationships − understanding the cultural and social environment − identifying and assessing interpersonal styles − establishing, building and maintaining networks − identifying and resolving problems − resolving conflict − managing poor work performance − monitoring, analysing and introducing ways to improve work relationships.


Information may include:

• data appropriate to work roles and organisational policies that is shared and retrieved in writing or verbally, electronically or manually such as: − archived, filed and historical background data − individual and team performance data − marketing and customer related data − planning and organisational documents including

the outcomes of continuous improvement and quality assurance

− policies and procedures



Consultation processes may include:

• feedback to the work team and relevant personnel in relation to outcomes of the consultation process

• opportunities for all employees to contribute to ideas and information about organisational issues

Processes to ensure that issues raised are resolved promptly or referred may include:

• conducting informal meetings • coordinating surveys or questionnaires • distributing newsletters or reports • exchanging informal dialogue with relevant personnel • participating in planned organisational activities

Relevant personnel may include:

• managers • OHS committee and other people with specialist

responsibilities • other employees • supervisors • union representatives/groups

Organisation’s social, ethical and business standards may refer to:

• implied standards such as honesty and respect relative to the organisational culture and generally accepted within the wider community

• rewards and recognition for high performing staff • standards expressed in legislation and regulations

such as anti-discrimination legislation • written standards such as those expressed in:

− code of workplace conduct/behaviour − dress code − policies − statement of workplace values − vision and mission statements

Colleagues, customers and suppliers may include:

• both internal and external contacts • employees at the same level and more senior

managers • people from a wide variety of social, cultural and

ethnic backgrounds • team members

Organisation’s policies and procedures may refer to:

• Materials Safety Data Sheets • organisational tasks and activities undertaken to meet

performance outcomes • sets of accepted actions approved by the organisation • Standard Operating Procedures



Networks may be: • established structures or unstructured arrangements and may include business or professional associations

• informal or formal and with individuals or groups • internal and/or external

Workplace outcomes may include:

• OHS processes and procedures • performance of the work team

Poor work performance may refer to:

• individual team members • organisation as a whole • self • whole work team



Evidence of the following is essential: • range of methods and techniques for communicating

information and ideas to a range of stakeholders • range of methods and techniques for developing

positive work relationships that build trust and confidence in the team

• accessing and analysing information to achieve planned outcomes

• techniques for resolving problems and conflicts and dealing with poor performance

• knowledge of the theory associated with managing work relationships to achieve planned outcomes.




practical skills and knowledge. The following examples are appropriate for this unit: • demonstration of techniques in managing poor

performance and communicating effectively • direct questioning combined with review of portfolios


• observation of performance in role plays • observation of presentations



• oral or written questioning to assess knowledge of relevant legislation

• review of consultation processes implemented to encourage employees to contribute to issues related to their work

• review of documentation outlining reviewing of workplace outcomes.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • other units from the Certificate IV in Frontline

Management.

Imported units CPCCOHS1001A Work safely in the construction industry


CPCCOHS1001A Work safely in the construction industry Unit descriptor This unit of competency specifies the outcomes required

to undertake Occupational Health and Safety (OHS) induction training within the construction industry.

It requires the ability to demonstrate personal awareness of OHS legislative requirements, and the basic principles of risk management and prevention of injury and illness in the construction industry.

Licensing requirements will apply to this unit of competency depending on the regulatory requirements of each jurisdiction.


Application of the unit This unit of competency supports the attainment of the basic OHS knowledge required prior to undertaking designated work tasks within any of the sectors within the construction industry.

The unit relates directly to the general induction training program specified by the National Code of Practice for Induction Training for Construction Work (ASCC 2006).

Unit sector Construction ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Identify OHS legislative requirements

1.1 Applicable OHS legislative requirements relevant to own work, role and responsibilities are identified and explained.

1.2 Duty of care requirements are identified.

1.3 Own responsibilities to comply with safe work practices are identified and explained.

2 Identify construction

hazards and control measures

2.1 Basic principles of risk management are identified.

2.2 Common construction hazards are identified and discussed.

2.3 Measures for controlling hazards and risks are identified.



3 Identify OHS communication and reporting processes

3.1 OHS communication processes, information and documentation are identified and discussed.

3.2 Role of designated OHS personnel is identified and explained.

3.3 Safety signs and symbols are identified and explained.

3.4 Procedures and relevant authorities for reporting hazards, incidents and injuries are identified.

4 Identify OHS incident response procedures

4.1 General procedures for responding to incidents and emergencies are identified and explained.

4.2 Procedures for accessing first aid are identified.

4.3 Requirements for the selection and use of relevant personal protective equipment are identified and demonstrated.

4.4 Fire safety equipment is identified and discussed.


Required skills • communication skills to:

− clarify OHS legislative requirements − verbally report construction hazards and risks − ask effective questions − relay information to others − discuss OHS issues and information

• comprehension skills to: − explain the basic OHS legislative requirements which will be applicable to

own work − explain the meaning of safety signs and symbols − identify common construction hazards − discuss the basic principles of risk management.

Required knowledge • applicable Commonwealth, State or Territory OHS legislation, regulations,

standards, codes of practice and industry standards/guidance notes relevant to own work, role and responsibilities

• basic principles of risk management and assessment for construction work • common construction hazards • common construction safety signage and its meanings • general construction emergency response and evacuation procedures • general construction work activities that require licenses, tickets or certificates of

competency



• general first aid response requirements • general procedures for raising OHS issues • general procedures for reporting OHS hazards, accidents, incidents, emergencies,

injuries, near misses and dangerous occurrences • general procedures for responding to hazards, incidents and injuries • general workers’ compensation and injury management requirements • OHS hierarchy of controls • OHS responsibilities and rights of duty holders, including:

− persons in control of construction work/projects − employers and self-employed persons − supervisors − employees − designers − inspectors − manufacturers and suppliers

• own responsibilities to comply with safe work practices relating to: − housekeeping − identification of hazards − preventing bullying or harassment − smoking − use of amenities − use of drugs and alcohol − role of OHS committees and representatives − types of common personal protective equipment and fire safety equipment − types of OHS information and documentation.


OHS legislative requirements relate to:

• Australian standards • construction industry OHS standards and guidelines • duty of care • health and safety representatives, committees and

supervisors • licences, tickets or certificates of competency • National Code of Practice for Induction Training for

Construction Work • national safety standards • OHS and welfare Acts and regulations • safety codes of practice.



Duty of care requirements relate to:

• legal responsibility under duty of care to do everything reasonably practicable to protect others from harm

• own responsibilities to comply with safe work practices, including activities that require licences, tickets or certificates of competency

• relevant state OHS requirements, including employers and self-employed persons, persons in control of the work site, construction supervisors, designers, manufacturers and suppliers, construction workers, subcontractors and inspectors.

Safety work practices include:

• access to site amenities, such as drinking water and toilets

• drugs and alcohol at work • general requirements for safe use of plant and

equipment • general requirements for use of personal protective

equipment and clothing • housekeeping to ensure a clean, tidy and safer work

area • preventing bullying and harassment • smoking in designated areas • storage and removal of debris.

Risk relates to: • likelihood of a hazard causing injury or harm.

Principles of risk management include:

• assessing the risks involved • consulting and reporting ensuring the involvement of

relevant workers • controlling the hazard • identifying hazards • reviewing to identify change or improvement.

Hazard relates to: • anything (including an intrinsic property of a thing) or situation with the potential to cause injury or harm.

Common construction hazards include:

• confined spaces • electrical safety • excavations, including trenches • falling objects • hazardous substances and dangerous goods • HIV and other infectious diseases • hot and cold working environments • manual handling



• noise • plant and equipment • traffic and mobile plant • unplanned collapse • ultraviolet (UV) radiation • working at heights.

Measures for controlling risk to eliminate or minimise hazards in accordance with the hierarchy of control include:

• elimination • substitution • isolation • engineering control • administrative control • personal protective equipment.

OHS communication processes include:

• discussions with OHS representatives • OHS meetings • OHS notices, newsletters, bulletins and

correspondence • OHS participative arrangements • processes for raising OHS issues • toolbox talks • workplace consultation relating to OHS issues and

changes. OHS information and documentation includes:

• accident and incident reports • Acts and regulations • Australian standards • codes of practice • construction documentation and plans • emergency information contact • evacuation plans • guidance notes • job safety analyses • labels • material safety data sheets (MSDS) • proformas for reporting hazards, incidents and injuries • reports of near misses and dangerous occurrences • risk assessments • safe work method statements • safety meeting minutes • site safety inspection reports.



Designated OHS personnel includes:

• first aid officers • OHS committee members • OHS representatives • supervisors.

Safety signs and symbols include:

• emergency information signs (e.g. exits, equipment and first aid)

• fire signs (e.g. location of fire alarms and firefighting equipment)

• hazard signs (e.g. danger and warning) • regulatory signs (e.g. prohibition, mandatory and

limitation or restriction) • safety tags and lockout (e.g. danger tags, out of

service tags). Relevant authorities include:

• emergency services (e.g. police, ambulance, fire brigade and emergency rescue)

• OHS regulatory authority • supervisor.

Incidents include: • accidents resulting in personal injury or damage to

property • near misses or dangerous occurrences which do not

cause injury but may pose an immediate and significant risk to persons or property, and need to be reported so that action can be taken to prevent recurrence, for example: − breathing apparatus malfunctioning to the extent

that the user’s health is in danger − collapse of the floor, wall or ceiling of a building

being used as a workplace − collapse or failure of an excavation more than 1.5

metres deep (including any shoring) − collapse or partial collapse of a building or

structure − collapse, overturning or failure of the load bearing

of any scaffolding, lift, crane, hoist or mine-winding equipment

− damage to or malfunction of any other major plant − electric shock

• electrical short circuit, malfunction or explosion • uncontrolled explosion, fire or escape of gas,

hazardous substance or steam • any other unintended or uncontrolled incident or event

arising from operations carried on at a workplace.



General procedures for responding to incidents and emergencies include:

• basic emergency response (keep calm, raise alarm, obtain help)

• evacuation • notification of designated OHS personnel and

authorities • notification of emergency services (e.g. when and

how) • referring to site emergency plans and documentation.

Emergencies include: • chemical spill

• fire • injury to personnel • structural collapse • toxic and/or flammable vapours emission • vehicle/mobile plant accident.

Personal protective equipment includes:

• aprons • arm guards • eye protection • gloves • hard hat • hearing protection • high visibility retro reflective vests • protective, well fitting clothing • respiratory protection • safety footwear • UV protective clothing and sunscreen.

Fire safety equipment includes:

• breathing apparatus • fire blankets • firefighting equipment.



Evidence must confirm personal awareness of the following: • applicable OHS legislative and safety requirements

for construction work including duty of care • the range of common construction hazards and • procedures for the assessment of risk and application

of the hierarchy of control



• OHS communication processes, information and • documentation including the role of OHS committees

and representatives, the meaning of common safety signs and symbols, and procedures for reporting hazards, incidents and injuries

• general procedures for responding to incidents and • emergencies including evacuation, first aid, fire safety

equipment and PPE. Context of and specific resources for assessment

• Resources must be available to support the program including participant materials and other information or equipment related to the skills and knowledge covered by the program.

• It is recommended that the assessment tool designed specifically to support this unit of competency will provide consistency in assessment outcomes.

• Where applicable, physical resources should include equipment modified for people with disabilities.

• Access must be provided to appropriate assessment support when required.

• Assessment processes and techniques must be culturally appropriate, and appropriate to the oracy, language and literacy capacity of the assessee and the work being performed.

• In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the oracy, language and literacy levels of the operator, any cultural issues that may affect responses to the questions, and reflecting the requirements of the competency and the work being performed.

Method of assessment Assessment methods may include more than one of the

following: • practical assessment • oral questioning • written test • work-based activities • simulated project based activity

Imported units CPCCLDG3001A Licence to perform dogging


CPCCLDG3001A Licence to per form dogging Unit descriptor This unit specifies the outcomes required to perform

slinging techniques, including the selection and inspection of lifting gear and/or the directing of the crane operator in the movement of the load when the load is out of view of the crane/operator for licensing purposes.


Application of the unit This unit covers the scope of work to demonstrate competency in the application of slinging techniques, selection and inspection of lifting gear and/or the directing of the crane operator in the movement of the load.

This unit is based upon the National Standard for Licensing Persons Performing High Risk Work.

This unit in its current form meets state and territory licensing requirements. Any alteration will result in a unit which is not acceptable to regulators for the purpose of licensing.



1 Plan job 1.1 Site information is obtained and related to the task.

1.2 Hazard s and potential hazards associated with the slinging and directing of loads are identified.

1.3 Hazard control measures consistent with appropriate standards are identified to ensure the safety of personnel and equipment.

1.4 The weight, dimensions and centre of gravity of the load are identified and assessed.

1.5 Suitable lifting/slinging points on the load are identified.

1.6 Appropriate lifting equipment needs are assessed.

1.7 Appropriate communication methods are assessed with crane/operators and other appropriate personnel.

1.8 Manufacturer’s specifications/information is obtained for special loads where necessary.



2 Select and inspect equipment.

2.1 Lifting equipment appropriate to the task is selected.

2.2 Lifting equipment is inspected for serviceability.

2.3 Damaged or excessively worn lifting equipment is identified, labelled and rejected.

2.4 Appropriate communication methods for the crane/ operator and appropriate personnel are selected.

2.5 Appropriate communication equipment is selected and its serviceability is checked.

2.6 Appropriate personal protective equipment (PPE) is selected and checked.

3 Prepare site and

equipment. 3.1 Hazard prevention/control measures are applied

consistent with appropriate standards to ensure the safety of personnel and equipment.

3.2 Appropriate slinging method is selected.

3.3 Lifting equipment is prepared and assembled where appropriate.

3.4 Load destination is prepared. 4 Perform task. 4.1 Lifting equipment is attached and secured to the

lifting hook using appropriate techniques.

4.2 Lifting hook is positioned over the load centre of gravity.

4.3 Lifting equipment is attached and secured to the load in an appropriate manner.

4.4 Tag line is attached and secured where appropriate.

4.5 Test lift is conducted to ensure security of load.

4.6 Load is moved maintaining stability and control at all times.

4.7 Appropriate communication methods and communication signals are applied to safely coordinate the load movement both within sight and out-of-sight of crane operator.

4.8 The load is landed to ensure that it is stable and secure from movement.

4.9 Lifting equipment is removed or disconnected from load and prepared for next task or storage.



5 Shut down job and clean up

5.1 Unserviceable lifting equipment inspected and rejected.

5.2 Defective equipment is isolated and tagged.

5.3 Lifting equipment is stored in accordance with procedures and appropriate standards.

5.4 Hazard prevention/control measures are removed where appropriate.

5.5 Excess materials from the work area are removed (where applicable).

5.6 Defects are reported and recorded according to procedures and appropriate action is taken.


Required skills • communication techniques in the workplace including whistles, hand signals and

use of fixed channel two-way radios • communication skills at a level sufficient to communicate with other site

personnel • calculate rated capacity of lifting equipment • apply different methods for making temporary connections to loads using fibre

and synthetic ropes • ability to interpret rated capacity and working load limit tags • hazard identification and control • slinging techniques • selection and inspection of lifting equipment • directing crane operators in the moving of loads in a safe manner, using a slewing

crane • inspection and care of a wide range of lifting equipment to appropriate Australian

Standards and/or manufacturer’s specifications.

Required knowledge • appropriate mathematical procedures for estimation and measurement of loads • basic knowledge of types of cranes and their functions • Commonwealth, state or territory OHS legislation, standards and codes of practice

relevant to the full range of techniques for undertaking dogging activities • load stability and safety factors in line with manufacturer’s specifications • types of lifting equipment and slinging techniques for use, and their limitations

and performance in a wide range of conditions (including but not limited to slings, beams, accessories, clamps, work-boxes, bins and pallets)

• understanding of the hierarchy of control.




Site information may include but not be limited to:

• local conditions such as access and egress • work method statements.

Hazards may include but not be limited to:

• ground stability (eg. ground condition, recently filled trenches, slopes)

• overhead hazards (e.g. power lines, service pipes, trees, buildings, etc)

• insufficient lighting • traffic (e.g. pedestrians, vehicles, plant) • weather (e.g. wind, lightning, storms) • other specific hazards (e.g. trip hazards, heights, radio

interference, etc).

Hazard prevention/ control measures

• the systematic process of eliminating or reducing the risk to personnel and property through the application of controls

• it includes the application of the hierarchy of controls, including: − elimination − substitution − isolation − engineered control measures − safe work practices − personal protective equipment.

Appropriate standards may include:

• codes of practice • legislation • Australian Standards • manufacturer’s specifications • industry standards.

Lifting equipment may include but not limited to:

• fibre ropes • wire ropes • chain • wire and synthetic slings • shackles • eyebolts • beam clamps



• plate clamps • spreader beams • lifting beams • pallet forks and cages • concrete kibbles • personnel boxes.

Communication methods may include but are not limited to:

• written instructions • signage • hand signals • listening • questioning to confirm understanding • appropriate worksite protocol.

Cranes may include but not limited to:

• tower cranes (including self erecting) • portal boom cranes • vehicle loading cranes • slewing mobile cranes • non-slewing cranes • derrick cranes.

Appropriate personnel may include but are not limited to:

• supervisors • colleagues • managers who are authorised to take responsibility for

the workplace or operations. Communication equipment may include but not limited to:

• fixed channel two-way radios • whistles • bells.

Personal protective equipment (PPE) may include but not limited to:

• hard hat • safety boots • gloves • high visibility clothing • reflective vest • relevant breathing, hearing, sight, skin and sun

protection. Load destination may include but not limited to:

• ground • loading platforms • suspended floors • vehicles.



Communication signals may include but not limited to:

• stop – hand • stop – whistle • hoist up – hand • hoist up – whistle • hoist down – hand • hoist down – whistle • luff boom down – hand • luff boom down – whistle • luff boom up – hand • luff boom up – whistle • telescope out – hand • telescope out – whistle • telescope in – hand • telescope in – whistle • slew left – hand • slew left – whistle • slew right – hand • slew right – whistle.

Defective equipment may include but not limited to:

• excessive wear • damage • stretched • broken wires • cut/damaged fibres.


Overview of assessment Successful assessment of this unit meets the competency requirement of the National Standard for licensing Persons Performing High Risk Work.

State/Territory OHS regulators have mandated the use of Assessment Instruments and Instructions for Assessment of this unit which have been endorsed by the national body responsible for OHS matters.




A person who demonstrates competency in this unit must be able to provide evidence of the ability to: • comply with Commonwealth, state or territory OHS • legislation, standards relevant to safe dogging and

crane operations • communicate and work safely with others in the work

area • apply hazard prevention and control measures

consistent with appropriate standards • apply to move loads in conjunction with cranes

including, the reading of tags, slinging, loading, directing and landing loads with a slewing mobile crane with a telescopic boom and a winch, in and out of sight of the crane/operator, moving four loads of varying shapes, sizes and weights

• use fibre and/or synthetic rope as tag lines, and connecting to loads using clove hitch, rolling hitch, bowline and single sheetbend

• conduct pre and post operational checks of the lifting equipment.


Assessment of the safe and effective application of knowledge and skill to workplace tasks (performance) must be undertaken using the national OHS endorsed Assessment Instrument.

Assessment of performance must be undertaken either in the workplace or in a realistically simulated workplace setting.

Assessors must ensure that the assessment in the workplace is organised through a workplace supervisor to ensure that all the required equipment and materials and a suitable working area is made available to suit the assessment and the workplace.

Assessment must occur under standard and authorised work practices, safety requirements and environmental constraints.

Assessment is to comply with the requirements of any relevant Standards or operating procedures for dogging activities.

Applicants must have access to: • personal protective equipment (PPE) for the purpose

of the performance assessment • four different loads as prescribed in the endorsed

assessment instrument • lifting and associated equipment



• suitable slewing crane • communication equipment (eg. fixed channel, two-

way radios) as applicable. Method of assessment Assessment must be conducted using the national OHS

endorsed Assessment Instrument. This Instrument provides instruction on the application of the assessment.

Assessment may be in conjunction with the assessment of other units of competency. The use of ‘simulators’ in the assessment of this unit of competency is not acceptable.

Assessment methods must confirm consistency and accuracy of performance together with application of underpinning knowledge.

Assessment must confirm a reasonable inference that competency is not only able to be satisfied under the particular circumstance, but is able to be transferred to other circumstances.


Further information about endorsed Assessment Instruments may be obtained from state/territory OHS regulators.

Imported units CPCCLRG3001A Licence to perform rigging basic level


CPCCLRG3001A Licence to per form r igging basic level Unit descriptor This unit specifies the outcomes required to perform

basic rigging work associated with movement of plant and equipment, steel erections, hoists (including mast climbing hoists), placement of pre-cast concrete, safety nets and static lines, perimeter safety screens and shutters; and cantilever crane loading platforms for licensing purposes.


Prerequisite units CPCCLDG3001A Licence to perform dogging

Application of the unit This unit requires the applicant to be able plan the work, select and inspect equipment, set up task, erect structures and plant and dismantle structures and plant.


This unit in its current form meets state and territory licensing requirements. Any alteration will result in a unit which is not acceptable to regulators for the purpose of licensing. This unit has a pre-requisite requirement. This requirement may be met by either the successful completion of the unit: CPCCLDG3001A Licence to perform dogging or

holding a valid licence for dogging.



1 Plan job 1.1 Task to be undertaken is assessed.

1.2 Potential workplace hazards are identified.

1.3 Hazard control measures are identified consistent with appropriate standards to ensure the safety of personnel and equipment.

1.4 Site information is obtained.

1.5 All forces and loads associated with erecting and dismantling structures and associated plant are considered in consultation with appropriate personnel.



1.6 Rigging equipment and associated equipment are identified in consultation with appropriate personnel according to procedures and site information.

1.7 Safety equipment is identified.

1.8 Appropriate communication methods are identified with appropriate personnel.

2 Select and inspect

equipment 2.1 Rigging equipment and associated equipment are

selected and inspected according to procedures and the appropriate standard.

2.2 Safety equipment is selected and inspected according to procedures.

2.3 All defective rigging equipment, associated equipment and safety equipment is isolated, reported and recorded according to procedures.

2.4 Communication equipment is selected and inspected for serviceability (where applicable).

3 Set up task 3.1 Appropriate hazard prevention/control measures

are applied to the work area according to procedures.

3.2 Ground suitability is inspected and checked (where appropriate).

3.3 Site information is reviewed, interpreted and communicated to appropriate personnel and appropriate personnel.

3.4 All forces and loads associated with erecting and dismantling structures and associated plant are determined in consultation with appropriate personnel.

3.5 Safety equipment is fitted and worn correctly (where appropriate).

3.6 Rigging equipment and associated plant are positioned for work application and stability according to procedures.

3.7 Methods of applying temporary connections using fibre rope are applied according to procedures and the appropriate standard.



4 Erect structures and plant

4.1 Structures and associated plant are erected according to procedures and site information.

4.2 Stability of structures and associated plant is maintained during erection according to procedures.

4.3 Work is conducted safely at heights including safe and effective use of safety equipment.

4.4 Appropriate communication methods and communication equipment, are used to co-ordinate the tasks.

4.5 Associated plant and rigging equipment is used according to procedures and the appropriate standard.

4.6 Temporary guys, ties, propping and shoring, including flexible steel wire rope, and tubing, are connected where required.

4.7 Associated equipment is used in a safe and appropriate manner.

4.8 The completed task is inspected according to the appropriate standard.

4.9 Excess materials are removed from the work area (where applicable).

5 Dismantle structures

and plant 5.1 Structures and associated plant are dismantled

according to procedures and the appropriate standard.


5.3 Stability of structures and associated plant is maintained during dismantling according to procedures.

5.4 Rigging equipment, associated equipment, safety equipment and associated plant are inspected for damage and defects.

5.5 All defective rigging equipment, associated equipment, associated plant and safety equipment are isolated reported and recorded according to procedures.

5.6 Rigging equipment and associated equipment are stored according to procedures and the appropriate standard.

5.7 Hazard prevention/control measures are removed (where appropriate).




Required skills • ability to calculate Safe Working Load (SWL) and Working Load Limit (WLL) • ability to erect and dismantle, level, plumb and stabilise associated plant and

structures • ability to work safely at heights including the correct application of safety

equipment • accurate interpretation of basic structural charts and structural plans (site

information) • applying methods for making temporary connections of ropes using fibre and

synthetic types • apply methods of splicing and whipping fibre and synthetic ropes • correct application and use of all rigging and associated equipment • risk assessment and hazard control strategies • interpersonal and communication skills at a level sufficient to site/workplace

requirements, this includes the relevant communication methods and equipment • verify problems and equipment faults and demonstrate appropriate response.

Required knowledge • appropriate mathematical procedures for estimation and measurement of loads • ability to interpret manufacturer’s specifications for all plant and equipment use in

rigging operations • knowledge of principles relating to all plant, equipment and structural stability • knowledge of the types and functions of rigging, safety and associated equipment,

including an understanding of their limitations • organisational and workplace standards, requirements, policies and procedures for

rigging • understanding of the hierarchy of hazard identification and control • relevant Commonwealth, state or territory and local government OHS legislation,

standards and codes of practice for undertaking rigging activities • understanding of inspection and maintenance requirements of a wide range of:

− appropriate plant and equipment in line with Australian Standards or manufacturer’s specifications

− estimation of ground bearing pressures of the full range of soil types and associated

− ground conditions for setting up plant and equipment.




Hazards may include but are not limited to:

• ground stability (e.g. ground condition, recently filled trenches, slopes)

• overhead hazards (e.g. power lines, service pipes) (NB: minimum clearance distance from powerlines or electrical equipment as determined by relevant state authority or electrical supply authority)

• traffic (e.g. pedestrians, vehicles, other plant) • insufficient lighting • environmental conditions (e.g. wind, lightning,

storms) • other specific hazards (e.g. dangerous materials).

Hazard control measures:

• refers to the systematic process of eliminating or reducing the risk to personnel and property through the application of controls

• It includes the application of the hierarchy of control, the six-step preference of control measures to manage and control risk: − elimination − substitution − isolation − engineering control measures − using safe work practices − personal protective equipment.


• codes of practice • legislation • Australian Standards • manufacturer’s specifications • industry standards (where applicable).

Site information may include, but not limited to:

• local conditions such as access and egress • work method statements • site specific job safety analyses and other site specific

documentation as required • task plans/schedules and structural plans.



Forces and Loads may include, but not limited to:

• dead loads • live loads • static load • dynamic loads • wind loads.

Structures may include but are not limited to:

• structural steel • precast panels.

Associated plant may include but not limited to:

• static lines • safety nets • hoists • mast climbers • loading platforms.

Appropriate personnel may include:

• engineers • supervisors • colleagues • managers who are authorised to take responsibility for

the workplace or operations. Rigging equipment may include but is not limited to:

• scaffolds • elevated work platforms • personnel box • cantilevered crane loading platforms • mast climbers • safety screens and shutters • cranes including but not limited to:

− non-slewing cranes − mobile slewing cranes − vehicle loading cranes − tower cranes − self-erecting tower cranes − portal boom cranes − derrick cranes − bridge and gantry cranes.

Associated equipment may include but is not limited to:

• all types of power and manually operated lifting gear • fibre ropes • flexible steel wire rope (FSWR) • chains • wire and synthetic slings



• shackles • terminations • wedge sockets • eye bolts • beam clamps • plate clamps • rope grips • turnbuckles • rigging screws • chain blocks • lever blocks • lever-action winches • sheaves • spreader bars • lifting beams • jacks • levers • skates • wedges • rollers • girder trolley

Procedures may include but is not limited to:

• manufacturer’s guidelines (instructions, specifications or checklists)

• industry operating procedures, relevant codes of practice

• workplace procedures (work instructions, operating procedures, checklists).

Safety equipment may include but not limited to:

• safety harness • energy absorber • lanyard • inertia reel • static safety lines • safety nets.

Communication methods may include but is not limited to:

• verbal and non-verbal language • written instructions • signage • hand signals



• listening • questioning to confirm understanding, and appropriate

worksite protocol. NB: Mobile phones are not to be used for signalling purposes during the rigging process.

Communication equipment may include but is not limited to:

• fixed channel two-way radios

Hazard prevention/ control measures may include but is not limited to:

• safety tags on electrical switches/isolators • powerlines are insulated • safety observer used inside exclusion zone • power disconnected • traffic barricades and control • pedestrian barricades • trench covers • movement of obstructions • personal protective equipment • adequate illumination • safety shutters and screens.

Ground suitability may include but is not limited to:

• rough uneven ground • backfilled ground • soft soils • hard compacted soil • rock • bitumen • concrete • suspended concrete floors • building roofs • landings • ground bearing pressure.

Appropriate personnel may include but not limited to:

• other riggers • doggers • crane operators.



Temporary connections may include but not limited to:

• knots • bends • hitches • spicing • whipping.

Flexible Steel Wire Rope (FSWR) includes:

• identification, uses and connections • may include termination for:

− static lines − guys − purchase systems − lashing − cranes − hoist and winch ropes.



State/Territory OHS regulators have mandated the use of Assessment Instruments and Instructions for Assessment endorsed by the national body responsible for OHS matters for the assessment of this unit.


A person who demonstrates competency in this unit must be able to provide evidence of the ability to: • comply with OHS licensing legislation • effectively communicate and work safely with others

in the work area • effectively conduct risk assessment and management

procedures • effectively complete the following tasks:

− inspection of all plant and equipment, and − installation of a fall arrest system (static line), and − use of a safety harness/fall arrest system, and − installation of crane loading platforms and − installation of a safety net, and − installation of a shutter and safety screen, and − demonstrated ability to work safely at heights, and − erection of structural steel, and − erection of precast panel, and



− set up and operation of a winch for load movement, and

− installation of a materials hoist, or − installation of a mast climber.

• effectively demonstrate the following knots, bends and hitches: − sheet bend − Becket hitch − running bowline − double bowline

• effectively demonstrate the following splices and whippings: − eye splice − back splice − short splice − sail makers whipping − common whipping − west countryman’s.


Assessment of the safe and effective application of knowledge and skill to workplace tasks (performance) must be undertaken using the National OHS endorsed Assessment Instrument.

Assessment of performance must be undertaken either in the workplace or in a realistically simulated workplace setting. Assessors must ensure that the assessment in the workplace is organised to ensure that all the required equipment and materials and a suitable working area is made available to suit the assessment and the workplace.


Assessment is to comply with the requirements of any relevant Standards or operating procedures for basic rigging.


of the Performance Assessment • appropriate safety equipment in safe condition • appropriate rigging equipment, associated equipment

associated plant in safe condition as described in the endorsed assessment instrument



• communication equipment (e.g. two-way radios) where applicable

• appropriate materials as required for safe erection of structures

• appropriate materials for conducting fibre rope slicing, whipping, knots, bends and hitches.

Method of assessment Assessment must be conducted using the national OHS

endorsed Assessment Instruments. These Instruments provide advice on their application.

The use of ‘simulators’ in the assessment of this unit of competency is not acceptable.

Assessment may be in conjunction with the assessment of other units of competency.





Imported units CPCCLRG3002A Licence to perform rigging intermediate level


CPCCLRG3002A Licence to per form r igging intermediate level

Unit descriptor This unit specifies the outcomes required to perform rigging work at the intermediate level, which includes all the outcomes for rigging work at the basic level, and also includes rigging of cranes, rigging of conveyors, rigging of dredges and excavators, rigging associated with tilt slabs, rigging associated with demolition work, and dual lifts for licensing purposes.


Prerequisite units CPCCLRG3001A Licence to perform rigging basic level




This unit has a pre-requisite requirement. This requirement may be met by either the successful completion of the unit: CPCCLRG3001A Licence to perform rigging basic level

or holding a valid licence for basic rigging.









1.5 All forces and loads associated with erecting and dismantling structures and associated plant are considered in consultation with appropriate personnel.










3 Set up tasks 3.1 Appropriate hazard prevention/control measures




3.4 All forces and loads associated with erecting and dismantling structures and associated plant are determined in consultation with appropriate personnel.






4.1 Structures and associated plant is erected according to procedures and site information.

4.2 Stability of structures and associated plant is maintained during erection according to procedures.









and plant 5.1 Structures and associated plant are dismantled

according to procedures and the appropriate standard.


5.3 Stability of structures and associated plant is maintained during dismantling according to procedures.








Required skills • ability to calculate Safe Working Load (SWL) and Working Load Limit (WLL) • ability to erect and dismantle, level, plumb and stabilise associated plant and

structures • ability to work safely at heights including the correct application of safety

equipment • accurate interpretation of structural charts and structural plans (site information) • correct application and use of all rigging and associated equipment • risk assessment and hazard control strategies • interpersonal and communication skills at a level sufficient to site/workplace



rigging operations • knowledge of principles relating to all plant, equipment and structural stability • knowledge of the types and functions of rigging, safety and associated equipment


rigging • understanding of the hierarchy of hazard identification and control • relevant Commonwealth, state or territory and local government OHS legislation,

standards and codes of practice for undertaking rigging activities • understanding of inspection and maintenance requirements of a wide range of:

− appropriate plant and equipment in line with Australian Standards or manufacturer’s specifications

− estimation of ground bearing pressures of the full range of soil types and associated ground conditions for setting up plant and equipment.




Hazards may include but not limited to:







• it includes the application of the hierarchy of control, the six-step preference of control measures to manage and control risk: − elimination − substitution − isolation − engineering control measures − using safe work practices − personal protective equipment.

Appropriate standards may include but are not limited to:


Site information may include but is not limited to:





Forces and Loads may include but are not limited to:


Structures may include but not limited to:

• concrete tilt-up panels • scenery panels (used in entertainment) • non guyed light towers.

Associated plant may include but is not limited to:

• all types of cranes • conveyors • dredges • excavators.


• supervisors • engineers • colleagues • managers who are authorised to take responsibility for


• scaffolds • elevated work platforms • stages • personnel box • cantilevered crane loading platforms • mast climbers • safety screens and shutters • cranes including but not limited to:

− non-slewing cranes − mobile slewing cranes − vehicle loading cranes − tower cranes − self-erecting tower cranes − portal boom cranes − derrick cranes − bridge and gantry cranes.


• all associated equipment at the basic rigging level, and lifting clutches (swift lifts)

• chain motors.



Procedures may include but are not limited to:





• safety harness • energy absorber • lanyard • inertia reel • safety nets • static lines.

Communication methods may include but not limited to:

• verbal and non-verbal language • written instructions • signage • hand signals • listening • questioning to confirm understanding, and appropriate



• fixed channel two-way radios

Hazard prevention /control measures may include but is not limited to:

• safety tags on electrical switches/isolators • powerlines are insulated • safety observer used inside exclusion zone • power disconnected • traffic barricades and control • pedestrian barricades • trench covers • movement of obstructions • personal protective equipment • adequate illumination.


• rough uneven ground • backfilled ground • soft soils • hard compacted soil



• rock • bitumen • concrete • suspended concrete floors • building roofs • landings • ground bearing pressure.




• identification, uses and connections • may include termination for:




State/Territory OHS regulators have mandated the use of Assessment Instruments and Instructions for Assessment for this unit which have been endorsed by the national body responsible for OHS matters.





− adding and removing a tower crane section, or − adding and removing a crane lattice boom section,

or



− erecting a non guyed tower (e.g. light tower), and − perform a multiple crane lift, or − a multiple winch lift, or − a combination of a crane and winch lift, and − lifting and installing a series of tilt-up panels, or − lifting and installing a series of scenery panels

(i.e. entertainment industry), and − demolish/remove a series of tilt-up panel

structures, or − demolish/remove a series of scenery panel

structures, and − demolishing a concrete encased structural steel

• column and beam • (NB: All specifications for these performance tasks are detailed in the endorsed assessment instrument.)

• effectively conduct pre and post operational checks of intermediate rigging equipment.


Assessment of the safe and effective application of knowledge and skill to workplace tasks (performance) must be undertaken using the endorsed Assessment Instrument. Assessment of performance must be undertaken either in the workplace or in a realistically simulated workplace setting. Assessors must ensure that the assessment in the workplace is organised to ensure that all the required equipment and materials and a suitable working area is made available to suit the assessment and the workplace. Assessment must occur under standard and authorised work practices, safety requirements and environmental constraints. Assessment is to comply with the relevant appropriate standard requirements. Applicants must have access to: • personal protective equipment (PPE) for the purpose



• communication equipment (e.g. two-way radios) where applicable

• appropriate materials as required for safe erection of structures.



Method of assessment Assessment must be conducted using the endorsed Assessment Instruments. These Instruments provide advice on their application.







Imported units CPCCLRG4001A Licence to perform rigging advanced level


CPCCLRG4001A Licence to per form r igging advanced level

Unit descriptor This unit specifies the outcomes required to perform rigging work at the advanced level, which includes all the outcomes for rigging work at the basic and intermediate levels, and also includes rigging of gin poles and shear legs, flying foxes and cable ways, guyed derricks and structures, and suspended scaffolds and fabricated hung scaffolds for licensing purposes.


Prerequisite units CPCCLRG3002A Licence to perform rigging intermediate level




This unit has a pre-requisite requirement. This requirement may be met by either the successful completion of the unit: CPCCLRG3002A Licence to perform rigging

intermediate level or holding a valid licence for intermediate rigging









1.5 All forces and loads associated with erecting and dismantling associated plant are considered in consultation with appropriate personnel.










3 Prepare site and

equipment 3.1 Appropriate hazard prevention/control measures




3.4 All forces and loads associated with erecting and dismantling associated plant are determined in consultation with appropriate personnel.



3.7 Methods of applying temporary connections using fibre rope are applied according to procedures and the appropriate standard.




4.1 Associated plant is erected according to procedures and site information.

4.2 Stability of associated plant is maintained during erection according to procedures.









and plant 5.1 Associated plant is dismantled according to

procedures and the appropriate standard.


5.3 Stability of associated plant is maintained during dismantling according to procedures.








Required skills • ability to calculate Safe Working Load (SWL) and Working Load Limit (WLL) • ability to erect and dismantle, level, plumb and stabilise associated plant • ability to work safely at heights including the correct application of safety

equipment • accurate interpretation of structural charts and structural plans (site information) • applying methods for making temporary connections of ropes using fibre and

synthetic types • correct application and use of all rigging and associated equipment • risk assessment and hazard control strategies • interpersonal and communication skills at a level sufficient to site/workplace



rigging operations • knowledge of principles relating to all plant, equipment and structural stability • knowledge of the types and functions of rigging, safety and associated equipment,


rigging • understanding of the hierarchy of hazard identification and control relevant

Commonwealth, state or territory and local government OHS legislation, standards and codes of practice for undertaking rigging activities

• understanding of inspection and maintenance requirements of a wide range of: − appropriate plant and equipment in line with Australian Standards or

manufacturer’s specifications − estimation of ground bearing pressures of the full range of soil types and

associated ground conditions for setting up plant and equipment.




Hazards may include but are not limited to:







• it includes the application of the hierarchy of control, the six-step preference of control measures to manage and control risk: − elimination − substitution − isolation − engineering control measures − using safe work practices − personal protective equipment.



Site information may include but is not limited to:





Forces and Loads may include but are not limited to:


Associated plant may include but is not limited to:

• gin poles • flying foxes • shear legs • cable ways • guyed derricks • structures, and suspended scaffolds • fabricated hung scaffolds.


• engineers • supervisors • colleagues • managers who are authorised to take responsibility for


• scaffolds • elevated work platforms • stages • personnel box • cantilevered crane loading platforms • mast climbers • safety screens and shutters • cranes including but not limited to:

− non-slewing cranes − mobile slewing cranes − vehicle loading cranes − tower cranes − self-erecting tower cranes − portal boom cranes − derrick cranes − bridge and gantry.


• all associated equipment at the basic and intermediate rigging level.



Procedures may include but not limited to:





• safety harness • energy absorber • lanyard • inertia reel • safety nets • static lines.

Communication methods may include but are not limited to:

• verbal and non-verbal language • written instructions • signage • hand signals • listening • questioning to confirm understanding, and appropriate


Appropriate personnel may include but are not limited to:



• fixed channel two-way radios.

Hazard prevention/ control measures may include but are not limited to:

• safety tags on electrical switches/isolators • powerlines are insulated • safety observer used inside exclusion zone • power disconnected • traffic barricades and control • pedestrian barricades • trench covers • movement of obstructions • personal protective equipment • adequate illumination.




• rough uneven ground • backfilled ground • soft soils • hard compacted soil • rock • bitumen • concrete • suspended concrete floors • building roofs • landings • ground bearing pressure.

Temporary connections may include but not limited to:

• knots • bends • hitches • whipping.


• identification, uses and connections • May include termination for:




State/Territory OHS regulators have mandated the use of Assessment Instruments and Instructions for Assessment for this unit which have been endorsed by the national body responsible for OHS matters.







− rig a span rope, or − rig a flying fox, and − install a swinging stage, or − install a bosuns chair, and − set up a gin pole and conduct a lift with a powered

winch, and − erect and dismantle a hung or suspended scaffold • NB: All specifications for these performance tasks are detailed in the endorsed assessment instrument.

• effectively conduct pre and post operational checks of intermediate rigging equipment: − Alpine hitch − Bosun chair hitch − Prusik hitch − Figure eight − effectively conduct pre and post operational

checks of advanced rigging equipment. Context of and specific resources for assessment

Assessment of the safe and effective application of knowledge and skill to workplace tasks (performance) must be undertaken using the endorsed Assessment Instrument.

Assessment of performance must be undertaken either in the workplace or in a realistically simulated workplace setting.

Assessors must ensure that the assessment in the workplace is organised to ensure that all the required equipment and materials and a suitable working area is made available to suit the assessment and the workplace.


Assessment is to comply with the relevant appropriate standard requirements.






• communication equipment (e.g. radios) where applicable

• appropriate materials as required for safe erection and dismantling of performance tasks

• appropriate materials for conducting fibre rope knots, bends and hitches.

Method of assessment Assessment must be conducted using the endorsed

Assessment Instruments. These Instruments provide advice on their application.







Imported units CPPSEC3034A Operate information gathering equipment


CPPSEC3034A Operate information gather ing equipment

Unit descriptor This unit of competency specifies the outcomes required to operate equipment to gather information about persons, items or assets. It requires the ability to determine surveillance methods, operate surveillance equipment and document information. It also requires compliance with legislation applicable to investigation processes.

This unit may form part of the licensing requirements for persons engaged in investigative work in those states and territories where these are regulated activities.

Employability skills This unit contains employability skills

Application of the unit This unit of competency has application in a range of work roles in investigative services. Work is performed under limited supervision and competency requires some judgement and decision-making. The knowledge and skills described in this unit are to be applied within relevant legislative guidelines.

Competency field Investigative services

Unit sector Security ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Select equipment required

1.1 Assignment instructions are reviewed to identify information gathering activities and equipment needs in accordance with client and legislative requirements.

1.2 Necessary equipment is sourced and accessed in accordance with assignment instructions.

1.3 Routine pre-operational checks are carried out according to manufacturer’s instructions.

1.4 Faults and malfunctions are reported and action initiated to rectify problems or seek replacement as appropriate.



2 Operate equipment 2.1 Training, licensing and legislative requirements are identified and complied with prior to and during equipment operation.

2.2 Equipment is operated in a safe and controlled manner according to manufacturer’s instructions.

2.3 Occupational Health and Safety (OHS) issues are identified and appropriate risk control measures implemented.

3 Maintain and store equipment

3.1 Cleaning and maintenance of equipment are conducted in accordance with manufacturer’s instructions.

3.2 Complex faults or repair requirements outside area of responsibility or competence are reported for specialist advice.

3.3 Equipment is stored in a safe and secure area in accordance with manufacturer’s instructions.

3.4 Records and documentation are completed and maintained with due regard to client confidentiality.


Required skills • apply safe workplace practices and procedures • communicate in a clear and concise manner • communicate using appropriate channels and communication modes • identify and comply with applicable legal and procedural requirements, including

licensing requirements relevant to information gathering activities • identify faults and determine appropriate repair or replacement action • interpret and follow instructions and procedures • maintain inventory of equipment and consumables • measure and calculate consumption and servicing requirements • operate a range of information gathering equipment • organise equipment and resource requirements • read and interpret basic technical information • record, report and document information which may be used as evidence • relate to people from a range of social, cultural and ethnic backgrounds and of

varying • physical and mental abilities • risk assessment • solve routine problems • use and interpret maps and street directories.



Required knowledge • applicable licensing and legal requirements relevant to investigative operations • common and complex equipment faults • configuration and operation of information gathering equipment used from a

vehicle • interviewing, reviewing and debriefing processes • legal implications relating to use of ancillary equipment for listening, tracking,

observation, record keeping associated with note taking • observation and monitoring techniques • operational functions of a range of investigative equipment • pre-operational checking functions and procedures • principles of effective communication including interpersonal techniques • procedures for gathering information by factual investigation or surveillance • reporting and documentation requirements • requirements for the securing and storage of information gathering equipment and

consumables • routine maintenance procedures for investigative equipment. RANGE STATEMENT 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.

Assignment instructions may include:

• client identification information • incident and security risk response procedures • investigation purpose and objective • investigation tasks and procedures • investigation timeframe • personal presentation requirements • premises location and layout • reporting and documentation requirements • resource and equipment requirements • surveillance plan • travel routes and schedules.

Information gathering activities may include:

• mobile and static foot surveillance • mobile and static vehicle surveillance • use of 35mm camera • use of electronic surveillance equipment • use of video equipment.



Equipment for information gathering may include:

• audible and visual warning devices • binoculars, telephoto lens, tripod • detection devices • electronic counter surveillance equipment • electronic readers and recognition controls • infra-red, night vision equipment • measuring tape • mirrors • mobile phone and other means of communication • scanners • spares and consumables (notepads, guise, pens, film,

batteries, licences, street maps, telephone directories, light bulbs, credit cards, cash, protective clothing, public transport tickets, vehicle fuel)

• torch • videos, cameras, recorders • voice recorders.

Legislative requirements may relate to:

• applicable commonwealth, state and territory legislation which affects investigative work such as: − workplace safety − environmental issues − equal employment opportunity − industrial relations − anti-discrimination and diversity

• Australian standards and quality assurance • authority to conduct investigation • award and enterprise agreements • evidence collection • freedom of information • licensing arrangements and certification requirements • privacy requirements • relevant industry codes of practice • restrictions in the use of recording devices • surveillance and listening devices • trade practices.

Sources of information gathering equipment may include:

• data • distributor • internal records • manufacturer



• market availability • organisational stores • publications such as industry newsletters, advertising

brochures, magazines, professional association magazines

• retailer. Routine pre-operational checks may include:

• checking log books and maintenance schedule • cleaning, priming, tightening, basic repairs and

adjustments • identification and segregation of unsafe or faulty

equipment for repair or replacement • observing and monitoring noise levels for correct

operation • visual checks for wear and tear.

Manufacturer’s instructions may be found in:

• attached to the equipment • equipment specifications • operator manual • plans and diagrams • printed instruction leaflets • warranty documents.

Occupational Health and Safety (OHS) issues may relate to:

• potential or existing hazards or risks • safety of self and others.

Documentation may include:

• computer-based information • diary logs • inventory • maintenance records • original and back-up tapes • original, copy and negative film or photographs • record of usage of equipment (written, card,

electronic).





A person who demonstrates competency in this unit must be able to provide evidence of: • selecting information gathering equipment

appropriate to the investigative operation based on information gathered and a review of client and assignment instructions

• carrying out pre-operational checks and identifying and reporting faulty, malfunctioning or damaged equipment for repair or replacement

• safely and effectively operating a range of information gathering equipment in compliance with applicable legislative and licensing requirements

• cleaning, maintaining and storing information gathering equipment and completing and maintaining associated records and documentation.


Context of assessment includes: • a setting in the workplace or environment that

simulates the conditions of performance described in the elements, performance criteria and range statement.

Resource implications for assessment include: • access to a registered provider of assessment services • access to a suitable venue and equipment • access to plain English version of relevant statutes

and procedures • assessment instruments including personal planner

and assessment record book • work schedules, organisational policies and duty

statements.

Reasonable adjustments must be made to assessment processes where required for people with disabilities. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Method of assessment This unit of competency should be assessed using

questioning of underpinning knowledge and skills.




Assessment processes and techniques must be culturally appropriate and suitable to the language, literacy and numeracy capacity of the candidate and the competency being assessed. In all cases where practical assessment is used, it should be combined with targeted questioning to assess the underpinning knowledge. Oral questioning or written assessment may be used to assess underpinning knowledge. In assessment situations where the candidate is offered a choice between oral questioning and written assessment, questions are to be identical.

Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff.

Imported units FNSICORG517B Prepare financial forecasts and projections


FNSICORG517B Prepare financial forecasts and projections

Unit descriptor This unit describes the functions involved in preparing financial forecasts and projections. This unit replaces FNSICORG517A.

Employability skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.

Application of the unit This unit requires the application of skills and knowledge required to prepare financial forecasts and projections.

The unit encompasses producing a plan preparation timetable, identifying assumptions and parameters, issuing instructions and relevant aids for preparation of forecasts and projections, collecting, consolidating, modelling and analysing data and documentation results and obtaining approval.

The unit may be applied to any sector of the financial services industry and has application to those job function that have responsibility to produce financial forecasts and projects for example accounts receivable and payable clerks.



1 Plan preparation timetable

1.1 All critical milestones are identified to ensure financial forecasts and projections can be prepared within timeframes.

1.2 Business plans are reviewed to identified timeframe parameters used.

1.3 Business plans, financial forecasting and processing systems are reviewed to identify all potential conflicts.

2 Identify assumptions

and parameters 2.1 Business plans and exception reports are reviewed

to identify and resolve conflicts in assumptions.

2.2 Assumptions and parameters are reviewed to ensure compliance with company policy and procedures.



2.3 Current and historical financial reports are examined to establish trends.

2.4 External environment is examined to gain an objective overview.

3 Issue instructions

and relevant aids for preparation of forecasts and projections

3.1 Instructions issued are clear and unambiguous and comply with company format to ensure ease of use and consistency of interpretation.

3.2 Types of business are identified to enable effective models to be selected.

3.3 Training is provided to ensure comprehensive understanding and effective use of financial models by users.

4 Collect, consolidate,

model and analyse data

4.1 Data is reviewed to ensure consistency with actual results and model used.

4.2 Analysis results are documented in a clear and unambiguous way.

4.3 Data collected are reliable, valid, complete and comprehensive.

4.4 Processing is completed in accordance with established timetable.

4.5 Data are consolidated in a logical structured format that enables ready analysis.

5 Document results

and obtain approval 5.1 Results are documented in a clear and

understandable manner.

5.2 Documented results are in a format suitable to meet needs of target users.

5.3 All approvals are obtained in accordance with management objectives, financial and company policies.

5.4 Results are distributed within timetable and according to company policy.


Required skills • computerised spreadsheet and database • data analysis and interpretation • evaluative and general analytical • negotiation and interpersonal



Required knowledge • company policy and procedures • knowledge or awareness of relevant acts and regulations • legal systems and procedures • industry codes of practice • computer systems • procedure writing RANGE STATEMENT 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.

Forecasts may include: • premium • management expenses • short term (1 year) or long term (5-year) • reinsurance proposed levels • claims • investment income • capital expenditure other peripheral devices.

Company policy and procedures may include:

• operations manuals • internal control guidelines • computer system documentation.

Current and historical financial reports may include:

• new business reports • loss reports • change in renewal date of policies • customer retention • commission and charges ratios.

External environment may include:

• market place • activities of competitors • inflation rates • consumer activity • softness/hardness of market • government policy • finance markets.



Models may include: • alternative scenarios • sensitivity analysis • format for calculations • cost/profit centre analysis • simulations • models can be stand alone or be driven from computer

ledgers. Include account structure at summary level and key ratios

Users may include: • branch managers

• product managers • directors • banks • claims managers • Australian Bureau of Statistics • regional/state managers • distribution stream managers • finance section • shareholders • underwriting managers.


Overview of assessment requirements

To achieve competency in this unit, a person must be able to demonstrate: • knowledge of company policies and procedures

regarding preparing financial forecasts and projections

• knowledge of standard accounting principles and techniques

• knowledge of external environmental factors affecting or influencing forecasts and projections

• ability to plan preparation timetable • ability to identify assumptions and parameters • ability to issue instructions and relevant aids for

preparation of forecasts and projections • ability to collect, consolidate, model and analyse data • ability to document results and obtain approval.



Evidence required for demonstration of consistent performance

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units

This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.

Evidence is most relevant when provided through an integrated activity, which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment For valid and reliable assessment of this unit, evidence

should be gathered through a range of methods to indicate consistent performance.

Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment Assessment of performance requirements in this unit

should be undertaken within the financial services industry context and should cover aspects of personal/financial responsibility and accountability.

Aspects of competency, including the attainment of relevant knowledge and skills, may be assessed in a relevant workplace, a closely simulated work environment, or other appropriate means that clearly meet industry competency requirements.

Resources required for assessment

Unless otherwise specified, there are no significant resource implications for assessment of this unit, apart from access to a relevant workplace or closely simulated office environment and the use of a range of office equipment, technology and consumables. These may include standard commercial computer hardware, software, telephones, facsimiles, and other relevant office equipment.

Imported units HLTFA301B Apply first aid


HLTFA301B Apply fir st aid Unit descriptor This unit of competency describes the skills and

knowledge required to provide first aid response, life support, management of casualty(s), the incident and other first aiders, until the arrival of medical or other assistance

Employability skills The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged will assist in identifying Employability Skill requirements

Prerequisite units There are no pre-requisites or co-requisites for this competency unit.

This unit incorporates the content of units: HLTCPR201A Perform CPR HLTFA201A Provide basic emergency life support

Application of the unit These skills and knowledge may be applied in a range of situations, including community and workplace settings.

Training Package users should ensure implementation is consistent with any specific workplace and/or relevant legislative requirements in relation to first aid, including State/Territory requirements for currency.

Application of these skills and knowledge should be contextualised as required to address specific industry, enterprise or workplace requirements and to address specific risks and hazards and associated injuries.

A current Senior First Aid, Workplace Level 2 or Level 2 qualification may provide evidence of skills and knowledge required by this competency unit. However, as with all evidence of competence, evidence must be assessed against the requirements specified in the competency unit.





1 Assess the situation 1.1 Identify assess and minimise hazards in the situation that may pose a risk of injury or illness to self and others.

1.2 Minimise immediate risk to self and casualty’s health and safety by controlling any hazard in accordance with occupational health and safety requirements.

1.3 Assess casualty and identify injuries, illnesses and conditions.

2 Apply first aid

procedures 2.1 Calmly provide information to reassure casualty,

adopting a communication style to match the casualty’s level of consciousness.

2.2 Use available resources and equipment to make the casualty as comfortable as possible.

2.3 Respond to the casualty in a culturally aware, sensitive and respectful manner.

2.4 Determine and explain the nature of casualty’s injury/condition and relevant first aid procedures to provide comfort.

2.5 Seek consent from casualty prior to applying first aid management.

2.6 Provide first aid management in accordance with established first aid principles and Australian Resuscitation Council (ARC) Guidelines and/or State/Territory regulations, legislation and policies and industry requirements.

2.7 Seek first aid assistance from others in a timely manner and as appropriate.

2.8 Correctly operate first aid equipment as required for first aid management according to manufacturer/ supplier’s instructions and local policies and/or procedures.

2.9 Use safe manual handling techniques as required.



2.10 Monitor casualty’s condition and respond in accordance with effective first aid principles and procedures.

2.11 Finalise casualty management according to casualty’s needs and first aid principles.

3 Communicate details

of the incident 3.1 Request ambulance support and/or appropriate

medical assistance according to relevant circumstances using relevant communication media and equipment.

3.2 Accurately convey assessment of casualty’s condition and management activities to ambulance services/other emergency services/relieving personnel.

3.3 Prepare reports as appropriate in a timely manner, presenting all relevant facts according to established procedures.

3.4 Accurately record details of casualty’s physical condition, changes in conditions, management and response to management in line with established procedures.

3.5 Maintain confidentiality of records and information in line with privacy principles and statutory and/or organisation policies.

4 Evaluate own

performance 4.1 Seek feedback from appropriate clinical expert.

4.2 Recognise the possible psychological impacts on rescuers of involvement in critical incidents.

4.3 Participate in debriefing/evaluation as appropriate to improve future response and address individual needs.


Required skills • conduct an initial casualty assessment • plan an appropriate first aid response in line with established first aid principles,

policies and procedures, ARC Guidelines and/or State/Territory regulations, legislation and policies and industry requirements and respond appropriately to contingencies in line with own skills

• demonstrate correct procedures for performing CPR using a manikin, including standard precautions (i.e. as per unit HLTCPR201A Perform CPR)

• apply first aid principles • infection control, including use of standard precautions



• follow OH&S guidelines • demonstrate:

− safe manual handling − consideration of the welfare of the casualty − ability to call an ambulance − site management to prevent further injury

• provide assistance with self-medication as per subject’s own medication regime and in line with State/Territory legislation, regulations and policies and any available medical/pharmaceutical instructions

• administer medication in line with state/territory regulations, legislation and policies

• prepare a written incident report or provide information to enable preparation of an incident report

• communicate effectively and assertively in an incident • make prompt and appropriate decisions relating to managing an incident in the

workplace • call an ambulance and/or medical assistance according to relevant circumstances

and report casualty’s condition • use literacy and numeracy skills as required to read, interpret and apply guidelines

and protocols • evaluate own response and identify appropriate improvements where required.

Required knowledge • ARC Guidelines relating to provision of first aid as outlined • working knowledge of:

− basic principles and concepts underlying the practice of first aid − procedures for dealing with major and minor injury and illness − priorities of management in first aid when dealing with life threatening

conditions − basic occupational health and safety requirements in the provision of first aid − infection control principles and procedures, including use of standard

precautions − chain of survival − first Aiders’ skills and limitations

• understanding of the use of an Automated External Defibrillator (AED), including when to use and when not to

• first aid management of: − abdominal injuries − allergic reactions − altered and loss of consciousness − bleeding − burns – thermal, chemical, friction, electrical − cardiac arrest



− casualty with no signs of life − chest pain − choking/airway obstruction − injuries: cold and crush injuries; eye and ear injuries; head, neck and spinal

injuries; − minor skin injuries; needle stick injuries; soft tissue injuries including sprains, − strains, dislocations − envenomation – snake, spider, insect and marine bites − environmental impact such as hypothermia, hyperthermia, dehydration, heat

stroke − fractures − medical conditions, including cardiac conditions, epilepsy, diabetes, asthma

and other respiratory conditions − near drowning − poisoning and toxic substances (including chemical contamination) − respiratory distress − seizures − shock − stroke − substance misuse – common drugs and alcohol, including illicit drugs

• awareness of stress management techniques and available support • social/legal issues:

− duty of care − need to be culturally aware, sensitive and respectful − importance of debriefing − confidentiality − own skills and limitations.


Contextualisation to address specific requirements may include:

• focus on first aid management of specific types of injury

• first aid provision under specific constraints or circumstances (e.g. in confined spaces, in maritime work environment or in work environment involving identified risks/hazards).



Established first aid principles include:

• preserve life • rrevent illness, injury and condition(s) becoming

worse • promote recovery • protect the unconscious casualty.

Vital signs include: • consciousness

• breathing • circulation.

A hazard is: • a source or situation with the potential for harm in

terms of human injury or ill-health, damage to property, the environment, or a combination of these.

Hazards may include: • physical hazards

• biological hazards • chemical hazards • hazards associated with manual handling.

Risks may include: • risks from equipment, machinery and substances

• risks from first aid equipment • environmental risks • exposure to blood and other body substances • risk of further injury to the casualty • risks associated with the proximity of other workers

and bystanders • risks from vehicles.

Casualty’s condition is managed for:

• abdominal injuries • airway obstruction • allergic reactions • altered and loss of consciousness • bleeding • burns – thermal, chemical, friction, electrical • chest pain/cardiac arrest • injuries: cold and crush injuries; eye and ear injuries;

head, neck and spinal injuries; minor skin injuries; needle stick injuries; soft tissue injuries including sprains, strains, dislocations

• near drowning • envenomation – snake, spider, insect and marine bites • environmental conditions such as hypothermia,

hyperthermia, dehydration, heat stroke



• fractures • medical conditions, including cardiac conditions,

epilepsy, diabetes, asthma and other respiratory conditions

• no signs of life • poisoning and toxic substances (including chemical

contamination) • respiratory distress/arrest • seizures • shock • stroke • substance misuse – common drugs and alcohol,

including illicit drugs. First aid management must take into account applicable aspects of:

• the setting in which first aid is provided, including: − workplace policies and procedures − industry/site specific regulations, codes etc. − OHS requirements − state and territory workplace health and safety − legislative requirements − location and nature of the incident − situational risks associated with, for example, − electrical and biological hazards, weather, motor − vehicle accidents − location of emergency services personnel.

• the use and availability of first aid equipment and resources

• infection control • legal and social responsibilities of first aider.

Resources and equipment are used appropriate to the risk to be met and may include:

• AED • first aid kit • auto-injector • puffer/inhaler • resuscitation mask or barrier • spacer device.



Communication media and equipment may include but are not limited to:

• telephones, including landline, mobile and satellite phones

• HF/VHF radio • flags • flares • two way radio • email • electronic equipment • hand signals.

Appropriate clinical expert may include:

• supervisor/manager • ambulance officer/paramedic • other medical/health worker.


• injury report forms • workplace documents as per organisation

requirements. Documentation may include recording:

• time • location • description of injury • first aid management • fluid intake/output, including fluid loss via:

− blood − vomit − faeces − urine

• administration of medication including: − time − date − person administering − dose

• vital signs.




Critical aspects of assessment

Assessment must include demonstrated evidence of specified Essential Knowledge and Essential Skills identified in this competency unit.

Competence should be demonstrated working individually and, where appropriate, as part of a first aid team.

Consistency of performance should be demonstrated over the required range of situations relevant to the workplace or community setting.

Currency of first aid knowledge and skills is to be demonstrated in line with State/Territory regulations, legislation and policies, ARC and industry guidelines.

Context and resources required for assessment

Skills in performing first aid procedures are to be assessed through demonstration, with questioning to confirm essential knowledge.

For assessment purposes, demonstration of skills in CPR procedures requires using a model of the human body (resuscitation manikin) in line with Australian Resuscitation Council Guidelines.

Access and equity considerations

All workers in the health industry should be aware of access and equity issues in relation to their own area of work.

All workers should develop their ability to work in a culturally diverse environment.

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people.

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities.

Imported units ICAA4041C Determine and confirm client business expectations and needs


ICAA4041C Determine and confirm client business expectations and needs

Unit descriptor This unit defines the competency required to determine client business requirements and verify the accuracy of the information gathered.

The following units are linked and form an appropriate cluster: ICAA4047B Determine project specifications and

secure client agreement ICAD4043B Develop and present a feasibility report

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.


Unit sector Analyse and Design ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Determine context of business need or problem

1.1 Establish the business problem to be investigated including determination of system boundaries, scope and the development methodology to be used.

1.2 Choose information gathering method and develop questions appropriate to business problem.

1.3 Develop objectives and identify expected outcomes to be achieved.

1.4 Document the business problem.

1.5 Submit documentation to appropriate person for substantiation.

2 Gather information 2.1 Use chosen information gathering method to

identify clients of the system and problems they encounter.

2.2 Record client responses.

2.3 Analyse gathered information to identify new system requirements and establish problem specifications.

2.4 Document system requirements and problems.

2.5 Analyse physical requirements and identify changes required to implement new systems.



3 Confirm system specifications

3.1 Check documentation to ensure it meets client business needs.

3.2 Submit documentation to the client for verification of accuracy and approval.

3.3 Make changes to the documentation as necessary as indicated by the client.

3.4 Submit documentation to client for final approval/sign-off.


Required skills • Problem solving skills for a defined range of unpredictable problems involving

participation in the development of strategic initiatives • Communication skills in relation to analysis, evaluation and presentation of

information (e.g. when questionnaires or material needed for workshops and interviews are developed and trialled)

• Teamwork skills involving the contribution to solutions • Group facilitation and presentation skills in relation to transferring and collecting

information and gaining consensus • Research skills for specifying, analysing and evaluating broad features of a

particular business domain

Required knowledge • Detailed knowledge of the client business area • Broad knowledge of data gathering techniques • Software products related to data capture • Features and capabilities, with detailed knowledge in areas related to the client • Broad knowledge of the role of stakeholders and the degree of stakeholder

involvement • Detailed knowledge of the organisation’s current functionality • Physical requirements of the client’s business, taking into account current system

functionality, geography, environment, client user and cost constraints RANGE STATEMENT 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.

Problem may be in reference to:

• business • system • application



• network • people in the organisation; there may be a business

need or opportunity that must be addressed System may include but is not limited to:

• network equipment • cabling infrastructure • application • software • business • computers • financial system • management system • information system

Information gathering method may include but is not limited to:

• interviews • questionnaires • surveys • focus groups or observation • physical site surveys • vendor offerings

Client may include but is not limited to:

• internal departments • external organisations • customers • individual people • employees


• ISO/IEC/IEEE/IETF/AS standards • audit trails • naming standards • version control • project management templates • report writing principles

Appropriate person may include:

• a supervisor • teacher • authorised business representative • client



System requirements may include but is not limited to:

• system functionality • geography • environment • client user • cost constraints



Evidence of the following is essential: • assessment must confirm sufficient knowledge of

investigation, interview and documentation techniques, and the ability to produce a clear statement of business expectations and needs, including critical business requirements.

To demonstrate competency in this unit the following resources will be needed: • business current needs • a client expectations brief • business objectives.


Determining and confirming client business needs is essential if cost, quality and timelines are to be planned accurately. The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.

Assessment must ensure: • performance of a broad range of skilled applications

including the requirement to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills would be characteristic

• applications may involve responsibility for, and limited organisation of, others.



Method of assessment The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process.


The interdependence of units for assessment purposes may vary with the particular project or scenario.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAA4047B Determine project specifications and

secure client agreement • ICAD4043B Develop and present a feasibility report.

An individual demonstrating this competency would be able to: • demonstrate understanding of a broad knowledge base

incorporating some theoretical concepts • apply solutions to a defined range of unpredictable

problems • identify and apply skill and knowledge areas to a wide

variety of contexts, with depth in some areas • identify, analyse and evaluate information from a

variety of sources • take responsibility for own outputs in relation to

specified quality standards • take limited responsibility for the quantity and quality

of the output of others • maintain knowledge of industry products and services.

Imported units ICAA5056B Prepare disaster recovery and contingency plans


ICAA5056B Prepare disaster recovery and contingency plans

Unit descriptor This unit defines the competency required to analyse the impact of the system on the organisation and carry out risk analysis, disaster recovery and contingency planning for the project.





1 Evaluate impact of system on business continuity

1.1 Identify business-critical functions and the security environment from documentation and from discussion with business area and project team.

1.2 Identify critical data and software from documentation.

1.3 Assess potential impact of business risk and threats on IT systems.

1.4 Identify and evaluate statutory requirements, commercial requirements and contingency possibilities according to specifications and cost constraints.

2 Evaluate threats to

system 2.1 Identify threats to the system, with consideration of

security analysis and internal and external business environment.

2.2 Evaluate risk minimisation alternatives against specifications and cost constraints.

3 Formulate

prevention and recovery strategy

3.1 Evaluate prevention and recovery options to support critical business functions against business specifications and cost constraints.

3.2 Review current operational procedures to ensure adequate risk safeguards and contingency plans are in place.

3.3 Submit disaster recovery and prevention strategy to appropriate person for approval.



4 Develop disaster recovery plan to support strategy

4.1 Identify and document resources required for disaster recovery according to specifications and cost constraints.

4.2 Identify and document processes required for disaster strategy according to project standards.

4.3 Identify cut-over criteria before initiating disaster plan.

4.4 Document disaster recovery plan and submit to appropriate person for review and sign-off.


Required skills • logistic management skills for identified resources and procedures skills (e.g.

when IT hardware, software and resources required for disaster recovery are identified and documented according to project specifications and cost constraints)

• negotiation skills in relation to self and other team members and applied to a defined range of predictable problems (e.g. when business-critical functions are identified from project documentation and discussion with client business area and project team)

• project planning skills in relation to scope, time, cost, quality, communications, risk analysis and management (e.g. when business-critical functions are identified from project documentation and discussion with client business area and project team, and when contingency possibilities are identified and evaluated according to project specifications and cost constraints)

• research skills for specifying, analysing and evaluating broad features of a particular business domain and best practice in system development (e.g. when threats to the system are identified, taking into consideration security analysis and internal and external business environment)

• facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts (e.g. when business-critical functions are identified from project documentation and discussion with client business area and project team, and when disaster recovery plan is documented and submitted to higher authorities for review and sign-off.



Required knowledge • broad knowledge of basic engineering (e.g. when evaluating threats) • broad knowledge of fire/safety knowledge (e.g. when formulating prevention and

recovery strategy) • detailed knowledge of back-up methodologies (e.g. when formulating prevention

and recovery strategy) • broad knowledge of systems engineering (e.g. when evaluating threats) • specific components of the business planning process relevant to the development

of IT business solutions (e.g. when evaluating impact of system on business continuity)

• broad knowledge of the client business domain (e.g. when evaluating impact of system on business continuity)

• detailed knowledge of the system’s current functionality (e.g. when evaluating impact of system on business continuity).


Business-critical functions may include but are not limited to:

• financial systems • customer service functions • payroll.

Documentation may follow:

• ISO/IEC/AS standards • audit trails • naming standards • version control • project management templates and report writing • maintaining equipment inventory • client training • satisfaction reports.

Project team may include:

• solution developers and business clients working together

• individual business analysts • a number of third-party solution developers working

together • a number of different businesses working in

partnership.



Software may include but are not limited to:

• commercial • in-house • packaged or customised software.

Specifications may include but are not limited to:

• technical requirements • user problem statement • current system functionality.

Constraints may include but are not limited to:

• time • budget • resource • hardware • software • policy • legal constraints.

System may include but are not limited to:

• databases • applications • servers • operating systems • gateways • application service provider • ISP.


• supervisor • teacher • authorised business representative • client.

Threats may include: • weather (storms, earthquake)

• security • information technology failure (hardware, software) • accident • espionage • sabotage (hackers) • telecommunications network failure • denial of service



• virus attack • supplementary questioning of the client may be used

during the assessment phase, where necessary, to ensure that all issues relating to threats to the system are considered and appropriate choices made given the need to prevent, limit, recover, respond and recover from disasters.

Back-up strategy may include:

• hot standby site • warm standby site • cold standby site • mobile van • supplier • bureau • contacts through user group • third parties.

Contingency plans will vary in format and content detail, but will typically:

• identify weaknesses and provide for the implementation of a disaster prevention program

• minimise disruption to business operations • provide a coordinated approach to the disaster

recovery process. Cut-over criteria may include:

• estimate of time before system is operational • estimate of business impact • authorisations to cut-over • actual system down time • refresher of cut-over plan.

Security environment may include:

• legislation • organisational security policies • customs • expertise and knowledge that are, or may be, relevant • the security environment also includes the threats to

security that are, or are held to be, present in the environment.

Statutory requirements may include:

• legislation (e.g. Privacy Act) • industry-imposed controls and standards in certain

organisations (e.g. health and banking) • there may be strict laws regarding confidentiality and

reporting of data.



Commercial requirements may include:

• back-up • storage and recovery of data • access to internal network • passwords/logons • encryption • firewalls • hacking • confidentiality • integrity • availability.

Standards may include: • ISO/IEC/AS standards

• organisational standards • project standards (for further information refer to the

Standards Australia website at: www.standards.com.au).



Evidence of the following is essential: • assessment must confirm the ability to specify

contingencies that minimise down time for business-critical functions

• assessment must confirm the ability to clearly specify directions on how to handle serious down time

• assessment must confirm the ability to coordinate, plan and articulate flexible logistics requirements.

To demonstrate competency in this unit the learner will require access to: • a vulnerability assessment and general definition of

requirements • business impact analysis • acceptance test plan • information technology security assurance

specifications.




Assessment of this unit of competency could include review of the disaster recovery/contingency plan developed by the learner to ensure the following is covered: • defined recovery requirements from the perspective of

business functions • the impact of an extended loss on operations and key

business functions • the contingency plan is understandable, easy to use

and easy to maintain • contingency planning considerations may be

integrated into ongoing business planning and system development processes

• the disaster recovery plan is not a one-off activity, but rather an ongoing process.

The plan should cover: • physical security • system failure, accident, sabotage (hackers) • denial of service • virus attack • telecommunications failure.

Disaster recovery plans are critical for organisations that rely on IT for business operations.

The breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and coordination would be characteristic.

Assessment must ensure: • the demonstration of competency may also require

self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others

• applications involve participation in development of strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team coordination may also be involved.





Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.


Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.


incorporating theoretical concepts, with substantial depth in some areas

• analyse and plan approaches to technical problems or management requirements

• transfer and apply theoretical concepts and/or technical or creative skills to a range of situations

• evaluate information, using it to forecast for planning or research purposes

• take responsibility for own outputs in relation to broad quantity and quality parameters

• take some responsibility for the achievement of group outcomes

• maintain knowledge of industry products and services.

Imported units ICAA5144B Determine best-fit topology for a local network


ICAA5144B Determine best-fit topology for a local network

Unit descriptor This unit defines the competency required to determine the most appropriate way of networking computers to meet user needs and business requirements.

The following units are linked and form an appropriate cluster: ICAA5140C Design a server ICAA5145B Identify best fit topology for a wide

area network ICAI5172B Implement backbone technologies in a

local area network ICAI5174B Install high end switches in multi

switched local area networks ICAI5176C Install and configure router ICAS5192B Configure an internet gateway.

Network topologies include large and small local area networks (LANs), wide area networks (WANs), virtual private networks (VPNs), virtual local area networks (VLANs) and wireless local area networks (WLANs).





1 Determine user needs

1.1 Identify the different segments of the proposed network based on business requirements.

1.2 Determine segment needs, using network functional analysis.

1.3 Estimate traffic content and volumes based on business requirements.

1.4 Develop a prioritised organisational network functional matrix.



2 Develop local area network specification

2.1 Determine the resource requirements for each network segment on the basis of functional analysis.

2.2 Analyse features of the physical environment for the effect on network design.

2.3 Conduct a costing process for possible topology options.

2.4 Consider topology options with reference to available resources and network functional matrix.

2.5 Select and document appropriate network topology based on business requirements and functional analysis.


Required skills • use of LAN functional matrices • use of traffic simulation tools • basic traffic analysis • use of network protocols • basic skills in connecting networks and keeping cables tidy.

Required knowledge • characteristics and relative strengths and weaknesses of LAN network topologies • line sharing protocols • scope of operation, redundancy paths, high/low-speed links, protocols, security,

traffic flow patterns, traffic load, response time and reliability requirements, types of user/applications, growth projections and capacity planning, constraints (costs, queuing)

• detailed knowledge of bridges, routers, gateways, TCP/IP, Ethernet, hubs, adaptor cards

• basic knowledge of cabling, particularly UTP (unshielded twisted pair), STP (shielded twisted pair) or optic fibre

• current industry-accepted hardware and software products, including broad knowledge of general features and capabilities.




Network may include but is not limited to:

• large and small local area networks (LANs) • wide area networks (WANs) • virtual private networks (VPNs) • virtual local area networks (VLANs) • wireless local area networks (WLANs) • as well as the use of the public standard telephone

network (PSTN) for dial-up modems only • private lines • data • voice.

Requirements may be in reference to:

• business • system • application • network • people in the organisation.

Traffic may include: • data

• voice • video.



Evidence of the following is essential: • assessment must confirm the ability to clearly identify

the best LAN, VPN or WLAN topology based on business or organisational needs.

To demonstrate competency in this unit the learner will need access to: • business requirements • equipment specifications.





Assessment must ensure: • self-directed application of knowledge and skills, with

substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others


Method of assessment The purpose of this unit is to define the standard of

performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency. Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills.

The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.




Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAA5140C Design a server • ICAA5145B Identify best-fit topology for a wide area

network • ICAI5172B Implement backbone technologies in a

local area network • ICAI5174B Install high-end switches in multi-

switched, local area networks • ICAI5176C Install and configure router • ICAS5192B Configure an internet gateway.









Imported units ICAA5145B Identify best-fit topology for a wide area network


ICAA5145B Identify best-fit topology for a wide area network

Unit descriptor This unit defines the competency required to identify the best way computers and local area networks (LANs) can be connected to make a wide area network (WAN).

Options may involve the purchase of a WAN connection or service from a telecommunications provider.

The following units are linked and form an appropriate cluster: ICAA5144B Determine best fit topology for a local

network ICAA5151B Gather data to identify business requirements



Unit sector Analyse and Design



1 Identify WAN needs 1.1 Identify the different local area network (LAN)/wireless local area network (WLAN) or virtual private network (VPN) segments of the proposed wide area network (WAN).

1.2 Determine segment needs using functional analysis.

1.3 Estimate traffic content and volumes according to expected organisational usage, by examining telecommunications infrastructure.

1.4 Develop an organisational WAN functional matrix.

2 Create WAN specification

2.1 Determine resource requirements for each LAN/WLAN or VPN segment on the basis of functional analysis.

2.2 Consider and report how features of the physical environment affect WAN design.

2.3 Choose a WAN service appropriate to the amount and type of traffic expected to access the WAN.

2.4 Include redundant links in the proposed WAN connectivity for link back-up purposes, in case the main link is disrupted.




Required skills • use of functional matrices • use of LAN functional matrices • use of traffic simulation tools • basic traffic analysis • use of network protocols.

Required knowledge • telecommunications infrastructure, including the difference between digital and

analogue networks • modems: concepts and types • asynchronous and synchronous communication • use of microwave and satellite communication in networking • packet switching • router operations (e.g. DDR) • TCP/IP protocols • IP addressing • routing protocols (e.g. RIP, EIGRP, OSPF) • routed (routable) protocols (e.g. IP, IPX, AppleTalk) • general knowledge so that the learner can define the requirements covering areas

such as: − scope of operation, redundancy paths, high/low-speed links, protocols,

security, traffic flow patterns, traffic load, response time and reliability requirements, types of users/applications, growth projections and capacity planning, constraints and costs.


Resource requirements includes:

• number of users • average transaction and file transfer size • type of applications using the link • nature of WAN traffic (i.e. constant, steady, flows or

communication in bursts) • telecommunications links.



WAN service may include:

• bandwidth • reliability • cost structure.

Telecommunications infrastructure may include:

• switched circuits (permanent virtual circuits (PVCs) and switched virtual circuits (SVCs)

• leased lines • T-carriers, synchronous optical network (SONET)

technologies • asymmetrical digital subscriber line (ADSL) • integrated services digital network (ISDN) • symmetrical digital subscriber line (SDSL) • high speed digital subscriber line (HDSL).

Traffic may include: • data

• voice • video.



Evidence of the following is essential: • assessment must confirm the ability to clearly identify

the configuration for connecting a LAN/WLAN or VPN into a WAN, given budget constraints and business needs.

To demonstrate competency in this unit the learner will need access to: • design documents relating to LANs to be incorporated

in the WAN • equipment specifications.





Assessment must ensure: • self-directed application of knowledge and skills, with

substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others




Competency in this unit should to be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency. Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.




Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAA5144B Determine best-fit topology for a local

network • ICAA5151B Gather data to identify business

requirements









Imported units ICAA5150C Evaluate vendor products and equipment


ICAA5150C Evaluate vendor products and equipment

Unit descriptor This unit defines the competency required to evaluate a range of vendor products and equipment against a client’s business requirements.





1 Establish business requirements

1.1 Identify and prioritise business requirements.

1.2 Identify conflicting or overlapping business requirements.

1.3 Specify budget and available resources.

1.4 Validate business requirements, budget and resource needs with client.

2 Identify vendor

products and equipment

2.1 Investigate a representative range of vendor products and equipment.

2.2 Identify and document interdependencies.

2.3 Specify and document technical alternatives available to the business.

2.4 Determine and document availability of products and equipment.

3 Evaluate vendor

products, services and equipment

3.1 Rate vendor products for quality and support.

3.2 Rate vendor products for fit with client needs.

3.3 Establish product limitations, performance, integration capabilities and costs.

3.4 Prepare cost-benefit analysis.



4 Prepare evaluation report

4.1 Document product information in order of preference.

4.2 Recommend preferred product, including the reasoning behind recommendations.

4.3 Prepare a report containing solution details.

4.4 Submit report to client for approval. REQUIRED SKILLS AND KNOWLEDGE This section describes the skills and knowledge required for this unit.

Required skills • identification of key sources of information • understanding specification sheets • accurately summarising and documenting information • understanding conflicts and integration capabilities between diverse equipment • understanding importance and relevance of product information • communicating with vendors effectively • organising performance deviations.

Required knowledge • relevant knowledge of current and future technical systems • features and function of relevant hardware components • features and function of relevant software products • interaction between relevant hardware and software products • broad knowledge of the client business domain (e.g. when confirming system

components to acquire and agreeing on methods for acquiring components) • current industry-accepted hardware and software products with knowledge of

general features and capabilities and detailed knowledge in some areas • broad knowledge of vendor product and international standards • copyright and intellectual property • Australian Computer Society Code of Ethics.




Business requirements may be in reference to:



• internal departments • external organisations • individual people • employees.

Rate – this process may include:

• evaluation of customer testimonies and support documents.

Solution may include but is not limited to:

• new hardware • hardware upgrades • new software • software upgrades • user training • implementing a new system.

Standards may include: • ISO/IEC/IEEE/IETF/ITU/AS standards

• organisational standards • project standards.



Evidence of the following is essential: • assessment must confirm the ability to evaluate a

range of vendor products and equipment against a client’s functional requirements.

To demonstrate competency in this unit the following resources will be needed: • client functional requirements • hardware and software specifications from vendors.




Evaluation of vendor products is critical for reducing costs, improving quality and ensuring better internal processes.

Planning and evaluation of vendor products uses skills and knowledge applications across a broad range of technical and management requirements, evaluation and coordination.

Vendor product evaluation may include participation in teams, including those concerned with planning and evaluation functions.


The demonstration of competency may also require self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others.

Assessment must ensure: • applications involve participation in development of

strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team coordination may also be involved.







The interdependence of units for assessment purposes may vary with the particular project or scenario. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.









Imported units ICAA5241C Design an enterprise wireless local area network


ICAA5241C Design an enterpr ise wireless local area network

Unit descriptor This unit defines the competency required to conduct a site survey and design a complex wireless local area network (LAN).





1 Document current network configuration

1.1 Obtain details of current network layout and parameters.

1.2 Hold consultations with key stakeholders.

1.3 Document the current network. 2 Research client

needs 2.1 Identify the client’s current needs.

2.2 Determine future needs.

2.3 Document current and future needs. 3 Implement site

survey 3.1 Select the appropriate diagnostic tools.

3.2 Undertake site survey with minimum disruption to client.

3.3 Record physical and other issues that will impact on future network performance.

4 Develop

specifications for upgrade of wireless network

4.1 Document the current network performance equipment and capacity for the expanded network.

4.2 Assess interference issues relating to existing radio frequency, topographic barriers, climate, obstacles, transmission distances and construction materials.

4.3 Assess optimum location and position of access points, repeaters, routers and other equipment.

4.4 Develop cabling plans and repeater links including power requirements.

4.5 Determine frequency to be used based upon client and user requirements.




Required skills • the design, development and implementation of various wireless network

solutions • ability to implement wireless networking strategies and configure wireless

network software and hardware • implementing LAN • cost-benefit comparison • analysing wireless network performance • producing wireless network designs.

Required knowledge • security threats • network protocols and operating systems • security protocols, standards and data encryption • factor affecting signal quality • wireless topologies • wireless security strategies • SOHO and enterprise LANs • layer 2 and layer 3 design issues • bandwidth and quality of service • WLAN and WMAN solutions • TCP/IP protocols and applications • auditing and penetration testing techniques • audit and intrusion detection systems.


Network layout and parameters may include:

• cabled connected single zone • multiple zone • stand-alone multi-zone wireless networks • indoor and outdoor installations • satellite connections • carrier links • LMDS



• MMDS • Free Space Optics.

Networks may include: • domestic

• small • medium • large enterprise WLANs.


• internal departments • external organisations • clubs • communities • individual people • internal employees.



Tools may include but are not limited to:

• modelling tools for network performance software • data and voice integration measurements • frequency and spectrum analysers • cable testing • equipment testing • carrier connection tests • power meters • radiation meter.

Site survey may include but is not limited to:

• building plans • physical inspection • satellite mapping • indoor propagation analysis • path loss measurements • GPS measurements.

Cabling may include but is not limited to:

• Category 5e, 6, 7 coaxial and fibre.



User may include: • a person within a department

• a department within the organisation • community members • a third party.

Organisational requirements may include but is not limited to:

• how and what the organisation wants in regard to work environment

• problem solution processes • preventative maintenance and diagnostic policy • roles and technical responsibilities in network

management • vendor and product service-level support agreements.

Security may include but is not limited to:

• IPSec • SSL • PKM • LEAP • WEP • WPA • AAA • Diameter • tokens • smart cards.



Evidence of the following is essential: • assessment must confirm the ability to assess wireless

network performance and produce wireless network designs.

To demonstrate competency in this unit the following resources will be needed: • network technical requirements • real or simulated wireless networks • network infrastructure, including wireless hardware

and software.





The demonstration of competency may also require self-directed application of knowledge and skills, with substantial depth in some areas where judgement is required in planning and selecting appropriate equipment, services and techniques for self and others.

Assessment must ensure: • applications involve participation in development of

strategic initiatives as well as personal responsibility and autonomy in performing complex technical operations or organising others. It may include participation in teams including teams concerned with planning and evaluation functions. Group or team coordination may also be involved.





Imported units ICAB4059B Develop detailed technical design


ICAB4059B Develop detailed technical design Unit descriptor This unit defines the competency required to assist in the

development of a detailed technical design.

The following units are linked and form an appropriate cluster: ICAA4041C Determine and confirm client business

expectations and needs ICAD4043B Develop and present a feasibility report



Unit sector Build ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Contribute to determination of technical design features

1.1 Select and revise design model based on iteration and design changes.

1.2 Incorporate outstanding design points according to acceptance criteria.

1.3 Distribute reports identifying changes and implications to appropriate person for review.

2 Contribute to design

review 2.1 Compare design against requirements and fix as

necessary.

2.2 Confirm design with appropriate person.

2.3 Use feedback mechanisms to gather information on design changes from client.

2.4 Incorporate design changes where required. 3 Contribute to

development of program specifications

3.1 Implement modules by incremental development techniques

3.2 Identify user authority for each module

3.3 Prepare detailed specifications of module implementation for each module that will not be incrementally built

3.4 Prepare documentation according to requirements of the project




Required skills • problem solving skills for a defined range of unpredictable problems involving

participation in the development of strategic initiatives (e.g. when the design model is revised based on iteration and design changes and when design is compared against requirements model and tuned as necessary)

• facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts

• problem solving skills in relation to developing algorithms (e.g. when contributing to the determination of technical design features and when contributing to the development of program specifications).

Required knowledge • broad knowledge of design fundamentals and refinement (e.g. when contributing

to the determination of technical design features) • broad general knowledge of the client business domain (e.g. when contributing to

design review) • broad general knowledge of the client’s critical business functions and processes

(e.g. when contributing to design review) • broad knowledge of current various life cycle options (e.g. when contributing to

the determination of technical design features) • broad knowledge of design quality metrics (e.g. coupling and metrics) e.g. when

contributing to the determination of technical design features and when contributing to the development of program specifications.


Acceptance criteria may include:

• timeframe • cost implications • technical • logistical considerations.







Feedback mechanisms may include:

• surveys • questionnaires • interviews • meetings.


• internal departments • external organisations • clubs • individual people • internal employees.

Project may include: • a business involved in a total organisational change

• a systems-only change • a business improvement process • an e-business solution involving the total organisation

or part of the organisation. EVIDENCE GUIDE 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.


Evidence of the following is essential: • assessment must confirm sufficient knowledge of

design fundamentals and processes. • assessment must confirm the ability to prepare a clear

and best-fit technical design for a set project.

To demonstrate competency in this unit the person will require access to: • requirements model • business requirements • project deliverables • acceptance criteria • current IT blueprint.




Particular care must be exercised when developing technical designs to ensure that quality outcomes are generated. This includes gathering data to support the design and may involve access and use of information from previous projects or related organisational outcomes. The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.





Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.





Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAA4041C Determine and confirm client business

expectations and needs • ICAD4043B Develop and present a feasibility report







of the output of others • maintain knowledge of industry products and

services.

Imported units ICAB4235B Build basic perimeter security into a network


ICAB4235B Build basic per imeter secur ity into a network

Unit descriptor This unit defines the competency required to build basic security into either a virtual private network (VPN), a wireless local area network (WLAN) or local area network (LAN).





1 Assess vulnerability and threats to system

1.1 Determine levels of required basic perimeter security based on current and future needs of the business.

1.2 Assess and report on current system security in line with levels of required security of assets.

1.3 Develop basic security framework and policy if not already present having regard to encryption processes, standards, protocols and management systems.

1.4 Determine key network, software, hardware and system security performance criteria.

1.5 Make recommendations to management to address security deficiencies in line with current and future commercial and business requirements.

2 Secure perimeter

router 2.1 Configure routers and switches to provide

appropriate levels of perimeter function security.

2.2 Disable unneeded services.

2.3 Configure supporting security services on related network services.

3 Test and verify

performance of security system implemented

3.1 Design test item to verify key measurable performance against criteria

3.2 Conduct tests and record results



3.3 Modify and debug as necessary

3.4 Develop documentation on current system settings and file securely for future reference


Required skills • ability to develop enterprise policies strategies and procedures • ability to undertake a network security risk assessment • ability to implement security strategies and configure network security software

and hardware • implementing LAN, WAN, VPN and WLAN solutions • cost-benefit comparison • troubleshooting and debugging.

Required knowledge • security threats, including eavesdropping, data interception, data corruption, data

falsification • authentication issues • organisational issues surrounding security • security perimeters and their functions • types of VPNs, including site-to-site, user-to-site internet traffic and extranets • function and operation of VPN concepts, including encryption, firewalls, packet

tunnelling and authentication • common VPN issues, including bandwidth and dynamic security environment • network protocols and operating systems • security protocols, standards and data encryption • configuring routers and switches • cryptography • LAN, WLAN and WAN • TCP/IP protocols and applications • auditing and penetration testing techniques • screened subnets • virus detection software • audit and intrusion detection systems.




Assets may include: • data and information • intellectual property • physical assets.

Networks may include: • VPNs

• WLANs • WANs.

Standards, protocols and management systems may include:

• IEEE 802.11 Protocol standard for secure wireless local area network products.

• AAA security • secure multi-purpose internet mail extensions • secure socket layer and transport layer security • IP security protocol • domain name system security extensions • data over cable service interface specification • point-to-point network tunnelling protocol • secure electronic transactions • secure shell • generic routing encapsulation • network port addresses translation (NAT/PAT) • access control lists, context-based control lists • Internet group management protocol.

Encryption processes may include:

• built-in or third-party products, including: − sniffers − PKI − SSH − DESlogin − PKZIP − secure socket layer (SSL) − digital signatures − Cisco IOS layer encryption − TACACS − RADIUS − internet key exchange and simple certificate

enrolment protocol.



Software may include: • security • audit • operating systems • virus checking network monitoring software • applications systems • encryption modules.

Hardware may include: • firewall devices

• routers • switches • wired and wireless networks • network monitoring appliances • desktop and laptop computers, networked and

standalone. Commercial and business requirements may include:

• back-up and recovery of data • remote access to internal network • password logons • firewalls • hacking prevention • confidentiality • integrity • availability.

System may include: • databases

• applications • servers • operating systems • gateways • application and external agencies, such as ISPs,

digital certification providers. Perimeter functions may include:

• identification • authentication • authorisation • access control • auditing • surveillance.





Evidence of the following is essential: • assessment must confirm the ability to develop,

implement and maintain basic security functionality for VPNs, LANs, WANs or WLANs.

To demonstrate competency in this unit the person will require access to: • network technical requirements • network infrastructure, including servers and security

hardware and software. Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would cover a broad range of varied activities or application in a wider variety of contexts most of which are complex and non-routine. Leadership and guidance would be involved when organising activities of self and others as well as contributing to technical solutions of a non-routine or contingency nature.


















services.

Imported units ICAB4236B Build security into a virtual private network


ICAB4236B Build secur ity into a vir tual pr ivate network

Unit descriptor This unit defines the competency required to build security into a virtual private network (VPN).





1 Configure router to provide for network security monitoring and management

1.1 Create and apply audit rules consistent with policies, standards, protocols and management systems.

1.2 Configure router to provide appropriate level of asset security and monitoring of security consistent with commercial and business requirements.

1.3 Monitor and manage system to assess the level of security and attempts to breach security of framework components.

1.4 Employ appropriate hardware and software to monitor and address security issues and provide VPN solutions.

2 Secure a site-to-site

VPN 2.1 Configure Internet Key Exchange (IKE) and

Internet Protocol Security (IPSec)

2.2 Configure site-to-site IPSec VPN using pre-shared keys

2.3 Configure site-to-site IPSec VPN using digital certificates

3 Secure a remote

access VPN 3.1 Configure a VPN server

3.2 Install and administer a router management console

3.3 Develop documentation on current system settings and framework components and file securely for future reference




Required skills • ability to develop enterprise policies, strategies and procedures • ability to undertake a network security risk assessment • ability to implement security strategies and configure network security software

and hardware • implementing LAN, WLAN, VPN and WAN solutions • cost-benefit comparison • troubleshooting and debugging.


falsification, authentication issues • organisational issues surrounding security • security perimeters and their functions • types of VPNs, including site-to-site, user-to-site internet traffic and extranets • function and operation of virtual private networking (VPN) concepts, including

encryption, firewalls, packet tunnelling and authentication • common VPN issues, including bandwidth, dynamic security environment • network protocols and operating systems • configuring routers and switches • cryptography • LAN, WLAN and WAN solutions • TCP/IP protocols and applications • auditing and penetration testing technique • security protocols, standards and data encryption • auditing and penetration testing techniques • screened subnets • virus detection software • audit and intrusion detection systems. RANGE STATEMENT 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.

Policies may include: • incident response procedures • network intrusion detection systems • audit systems.



Standards, protocols and management systems may include:

• IEEE 802.11 Protocol standard for secure wireless local area network products.

• AAA security • secure multi-purpose internet mail extensions • secure socket layer and transport layer security • IP security protocol • domain name system security extensions • data over cable service interface specification • point-to-point network tunnelling protocol • secure electronic transactions • secure shell • generic routing encapsulation • network port addresses translation (NAT/PAT) • access control lists, context-based control lists • Internet group management protocol.

Commercial and business requirements may include:

• back-up • password logons • firewalls • hacking prevention • confidentiality • integrity • availability.

Framework components may include:

• trusted systems − trusted hardware and operating systems at

selective desktops − servers − network points and mainframes

• operating systems capable of providing access control, audit services

• firewall technologies • multi-platform directory services supporting relevant

standards • deployment of PKI, CA and key management services • support for generalised security services interfaces,

personnel security.



Software may likely to be:

• packaged software but can be supplied from many varying vendors and can include security

• audit • operating systems • virus checking • encryption modules.

Hardware may include: • firewall devices

• routers • switches • wired and wireless networks • network monitoring appliances • desktop and laptop computers, networked and

standalone. System may include: • databases

• applications • servers • operating systems • gateways • application • external service providers such as ISPs and digital

certification suppliers. Perimeter functions may include:

• identification • authentication • access control • auditing • surveillance.




implement and maintain basic security functionality for either VPN, LANs, WANs or WLANs.


hardware and software.




This competency can be assessed in the workplace or in a simulated environment. Assessment of this unit of competency will usually include observation of real or simulated work processes and procedures, quality projects, questioning on underpinning knowledge and skills Questions related to the performance criteria and directed to the candidate, peers and business client will assist in assessing competency. Observation of skills may assist in the collection of evidence.



















services.

Imported units ICAB4240C Build an enterprise wireless network


ICAB4240C Build an enterpr ise wireless network Unit descriptor This unit defines the competency required to build an

enterprise, community or mesh wireless network within buildings and outside.





1 Confirm client requirements and network equipment required

1.1 Identify, clarify organisational requirements of the client.

1.2 Evaluate the requirements along with business needs in order to translate into technical requirements.

1.3 Review existing network design documentation to ensure it is authorised, current and complete.

1.4 Identify the components, both hardware, cabling infrastructure, wireless access and software, that are required to be installed to meet the technical requirements.

1.5 Contact vendors and service suppliers to obtain specifications and availability of identified components.

1.6 Ensure preliminary work is completed within the required time frame.

2 Prepare for

installation 2.1 Ensure the client and users are aware of date and

time of installation.

2.2 Gather, prepare and check installation and safety equipment.

2.3 Assess on-site safety arrangements for installers and users.



3 Select, install and configure access points and other wireless devices

3.1 Select appropriate hardware including access points, bridges and other wireless devices based on identified components.

3.2 Install and configure access points, bridges and other wireless devices to provide wireless access to network.

3.3 Ensure connections are secure, safe for users and protected from the environment.

3.4 Configure security, monitoring, logging and quality of service features consistent with standards and protocols.

3.5 Ensure test equipment is calibrated.

3.6 Test wireless network systems performance and verify that it meets enterprise requirements and is consistent with standards and protocols.

4 Select, install and

configure antennas 4.1 Select appropriate antennas based on design plan.

4.2 Safely install and configure antennas to provide wireless access to network.

4.3 Measure and assess signal strength within building and outside.

4.4 Resolve and report radio frequency interference issues.

5 Secure wireless

network 5.1 Identify possible security threats to assets.

5.2 Configure client server and helper security devices.

5.3 Configure associations and filters. 6 Train users 6.1 Provide training for users to establish and manage

network connections.

6.2 Resolve pairing and log-on difficulties for users.

6.3 Inform users of wireless network etiquette and traffic capacity issues.

6.4 Advise users of help desk contact details. 7 Monitor and

administer wireless network

7.1 Monitor wireless network performance using diagnostic tools including appropriate software.

7.2 Debug networking issues to maintain trouble-free wireless connection.

7.3 Document current settings and store securely consistent with commercial and business requirements.



8 Finalise build process

8.1 Review network for performance issues, planned maintenance or up-grade requirements.

8.2 Report to client with network documentation and recommendations for performance issues.

8.3 File documentation according to organisational outlines.


Required skills • design, development and implementation of various wireless network solutions • ability to implement wireless networking strategies and configure wireless

network software and hardware • implementing LANs • cost-benefit comparison • troubleshooting and debugging.

Required knowledge • security threats • network protocols and operating systems • security protocols, standards and data encryption • factors affecting signal quality • wireless topologies • wireless security strategies • SOHO and enterprise LANs • layer 2 and layer 3 design issues • bandwidth and quality of service • WLAN and WAN solutions • TCP/IP protocols and applications • auditing and penetration testing techniques • audit and intrusion detection systems. RANGE STATEMENT 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.

Requirements may include but is not limited to:


• problem solution processes • preventative maintenance and diagnostic policy



• roles and technical responsibilities in network management

• vendor and product service-level support agreements. Client may include but is not limited to:

• internal departments • external organisations • clubs • communities • individual people • internal employees.

Network may include: • cabled connected single zone

• multiple zone • stand-alone multi-zone wireless networks • indoor and outdoor installations • satellite connections • carrier links • LMDS • MMDS • Free Space Optics.



Hardware may include but is not limited to:

• mobile equipment • workstations • personal computers • modems wireless access points • power controllers • UPS • antennae and other connectivity devices • networks • DSL modems • remote sites • servers.



Cabling may include but is not limited to:

• category 5e, 6, 7 coaxial and fibre.

Software may include but is not limited to:

• commercial software applications • organisation-specific software • packaged software • in-house or customised software.

User may include: • a department

• a department within the organisation • community members • a third party.

Security may include but is not limited to:

• IPSec • SSL • PKM • LEAP • WEP • WPA • AAA • diameter • tokens • smart cards.

Standards may include: • ISO/IEC/IEEE/IETF/ITU/AS standards

• organisational standards • project standards.

Assets may include: • data and information

• intellectual property • physical assets.

Tools may include but are not limited to:

• network performance software • data and voice integration measurements • policing and shaping tools • frequency and spectrum analysers • cable testing • equipment testing • carrier connection tests • power meters • radiation meter.



Commercial and business requirements may include:

• back-up and recovery of data • remote access to internal network • password logons • firewalls • hacking prevention • confidentiality • integrity • availability.

Construction equipment may include but is not limited to:

• use of power tools and equipment • ladders • lifting equipment • fasteners.




implement and maintain wireless networks.

To demonstrate competency in this unit the following resources will be needed: • network technical requirements • network infrastructure, including wireless hardware

and software.

To demonstrate competency in this unit the following resources will be needed: • network technical requirements • network infrastructure, including wireless hardware

and software. Context of and specific resources for assessment













services.

Imported units ICAB5237B Build a high performance security perimeter


ICAB5237B Build a high per formance secur ity per imeter

Unit descriptor This unit defines the competency required to build high performance failure resistant security perimeters.





1 Configure advanced features of firewall appliance to provide additional network services

1.1 Match business requirements and policies for multimedia and advanced network services and asset protection with firewall appliance capabilities.

1.2 Configure advanced attack guards and intrusion detection.

1.3 Secure advanced network features.

1.4 Monitor and manage advanced services both on-site and remotely.

2 Configure network

devices to provide secure failover and redundancy

2.1 Configure firewall appliance.

2.2 Configure routers and switches.

2.3 Configure related services.

2.4 Configure monitoring software and hardware.

2.5 Document distribution of failover and redundancy tasks and settings of related network elements.

3 Test, verify and

benchmark secure failover and redundancy performance

3.1 Identify measurable secure failover and redundancy parameters.

3.2 Design test procedures to measure parameters.

3.3 Measure parameters, modify, correct and debug.

3.4 Document and securely store settings.





and hardware • implementing LAN, WLAN, VPN and WAN solutions • cost-benefit comparison • troubleshooting and debugging.


falsification, authentication issues • organisational issues surrounding security • security perimeters and their functions • types of VPNs, including site-to-site, user-to-site internet traffic and extranets • the function and operation of virtual private networking (VPN) concepts,

including encryption, firewalls, packet tunnelling and authentication • common VPN issues, including, bandwidth, dynamic security environment • network protocols and operating systems • security protocols, standards and data encryption • configuring routers and switches • cryptography • LAN, WLAN and WAN solutions • TCP/IP protocols and applications • auditing and penetration testing techniques • screened subnets • virus detection software • audit and intrusion detection systems. RANGE STATEMENT 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.

Policies may include: • incident response procedures • network intrusion detection systems • audit systems.



Asset may include: • data and information • intellectual property • physical assets.




implement and maintain basic security functionality for either VPN, LANs or WLANs.



This competency can be assessed in the workplace or in a simulated environment. Assessment of this unit of competency will usually include observation of real or simulated work processes and procedures, quality projects, questioning on underpinning Knowledge and skills.





Imported units ICAB5238B Build a highly secure firewall


ICAB5238B Build a highly secure firewall Unit descriptor This unit defines the competency required to build high

level security and network functionality into a network by configuring a firewall appropriately.





1 Establish match between firewall appliance and business needs

1.1 Match features and capabilities of firewall appliance to business security needs and asset protection

1.2 Match features and capabilities of firewall appliance to business accounting needs and asset protection

1.3 Match features and capabilities of firewall device to remote access needs and asset protection

1.4 Monitor and manage firewall appliance logs, reports and performance both on-site and remotely

2 Configure firewall

appliance 2.1 Configure attack guards and intrusion detection

2.2 Identify and apply IPSec configuration tasks

2.3 Test and verify VPN configuration 3 Secure perimeter

using firewall appliance

3.1 Configure appropriate access-defined and access control lists using objects and nested objects as appropriate

3.2 Apply filtering of traffic in line with security requirements

3.3 Configure authentication, authorisation and accounting (AAA) services supporting remote access protocols in line with security requirements

3.4 Document and securely store settings





and hardware • implementing LAN, VPN, WLAN and WAN solutions • cost-benefit comparison • troubleshooting/debugging.


falsification, authentication issues • organisational issues surrounding security • security perimeters and their functions • types of VPNs, including site-to-site, user-to-site internet traffic and extranets • the function and operation of virtual private networking (VPN) concepts,

including encryption, firewalls, packet tunnelling and authentication • Common VPN issues, including, bandwidth, dynamic security environment • network protocols and operating systems • security protocols, standards and data encryption • configuring routers and switches • cryptography • LAN, WLAN and WAN solutions • TCP/IP protocols and applications • auditing and penetration testing techniques • screened subnets • virus detection software • audit and intrusion detection systems. RANGE STATEMENT 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.

Assets may include: • data and information • intellectual property • physical assets.



Authentication, Authorisation and Accounting (AAA) may include:

• remote access security approach that controls network access by requiring user identification and restricting access to only particular resources, and maintains records of use for billing and network audit.




implement and maintain basic security functionality for either VPN, LANs or WLANs.

To demonstrate competency in this unit the person will require access to: • network technical requirements • network infrastructure including servers and security






Imported units ICAI2015B Install software applications


ICAI2015B Install software applications Unit descriptor This unit defines the competency required to install or

upgrade basic software applications using a commercial applications program.

There may be benefit in concurrent learning with the following units: ICAU2005B Operate computer hardware ICAU2006B Operate computing packages ICAU2231B Use computer operating system The following units are linked and form an appropriate cluster: ICAS2016B Record client support requirements ICAS2017B Maintain system integrity ICAU2005B Operate computer hardware ICAU2006B Operate computing packages ICAU2231B Use computer operating system


Unit sector Implement ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Determine software or software upgrade requirements

1.1 Document client requirements and report to appropriate person.

1.2 Act on instructions to meet client requirements in line with organisational requirements.

2 Obtain software or

software upgrade 2.1 Investigate and select an application program that

best conforms to requirements and organisational policies.

2.2 Obtain application program under instruction from appropriate person.

2.3 Determine licensing requirements and record in line with organisational guidelines.

2.4 Ensure target computer conforms to the minimum hardware and operating system requirements of the application program.



3 Install or upgrade software

3.1 Install new or upgraded software in accordance with appropriate person or organisational instructions

3.2 Complete the installation process efficiently and effectively to minimise disruption

3.3 Carry out testing and acceptance in line with corporate guidelines, paying particular attention to possible impact on other systems

3.4 Ensure client requirements are satisfied

3.5 Refer outstanding client issues to appropriate person as necessary


Required skills • general customer service • decision making in a limited range of options • problem solving of known problems in routine procedures • plain English literacy and communication skills in relation to the presentation of

information • report writing skills for business requiring some analysis and evaluation of

information in a defined range of areas.

Required knowledge • organisational guidelines for purchasing • broad general knowledge of licensing arrangements and responsibilities • broad general knowledge of software copyright responsibilities • broad general knowledge of operating systems supported by the organisation • broad general knowledge of hardware storage devices • broad general knowledge of input/output devices • broad general knowledge of the client business domain. RANGE STATEMENT 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.


• internal departments • external organisations • individual people • internal employees.





Organisational requirements may include but are not limited to:

• guidelines • corporate purchasing • licensing arrangements • budget.

Application program may include:

• database programs • word processors • email programs • internet browsers • system browsers • spreadsheets.

Licensing requirements may include:

• type of licence • cost of licence • support provided • number of licences required.

Computer may include: • laptops

• workstations • servers.

Hardware may include: • workstations, personal computers

• modem or other connectivity device, including DSL modems

• networks • remote sites • servers.

Operating System may include but is not limited to:

• Linux 7.0 or above • Windows 2000 or above • Apple OS X or above.


• commercial software applications • organisation-specific software.



Impact may be in relation to:

• installation time • effect on normal business • problems • data entry.



Evidence of the following is essential: • assessment must confirm the ability to install software

applications through operating system instructions and to configure computer to accept new software or upgrade.

To demonstrate competency in this unit the person will require access to: • organisation’s applications needs • appropriate software.


The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure: • performance of a prescribed range of functions

involving known routines and procedures and some accountability for the quality of outcomes would be characteristic

• applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.








Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAU2005B Operate computer hardware • ICAU2006B Operate computing packages • ICAU2231B Use computer operating system • ICAS2016B Record client support requirements • ICAS2017B Maintain system integrity

An individual demonstrating this competency would be able to: • demonstrate basic operational knowledge in a

moderate range of areas • apply a defined range of skills • apply known solutions to a limited range of

predictable problems • perform a range of tasks where choice between a

limited range of options is required • assess and record information from varied sources • take limited responsibility for own outputs in work

and learning • maintain knowledge of industry products and

services.

Imported units ICAI3020B Install and optimise operating system software


ICAI3020B Install and optimise operating system software

Unit descriptor This unit defines the competency required to install operating system software and to make adjustments as a means of optimising the system to accommodate business and client needs.

The following units are linked and form an appropriate cluster: ICAS3024B Provide basic system administration ICAT3025B Run standard diagnostic tests




1 Determine function of operating systems

1.1 Identify and demonstrate understanding of the purposes of the operating system.

1.2 Distinguish between batch system, real-time system, multi-tasking system.

1.3 Identify and demonstrate understanding of the basic functions of operating system, including file system, memory management, process scheduling.

1.4 Identify and demonstrate management of virtual memory.

2 Obtain operating

system 2.1 Contact operating system vendors to obtain

technical specifications and system requirements.

2.2 Document adjustment recommendations and provide to appropriate person.

2.3 Determine and apply knowledge of licensing, hardware and security requirements.

3 Install, configure and

optimise operating system

3.1 Install, configure and test the operating system software in accordance with installation procedures and organisational requirements.

3.2 Optimise the system to meet organisational requirements.



3.3 Document the system according to organisational requirements.

3.4 Install the operating system with minimal disruption to client or users.

4 Provide instruction

to meet new software requirements

4.1 Provide one-to-one instruction about changes to the client or users as required.

4.2 Obtain client evaluation about new system to ensure requirements are met, using appropriate feedback mechanism.


Required skills • problem solving skills for a defined range of predictable problems • plain English literacy and communication skills in relation to analysis, evaluation

and presentation of information • report writing skills for business, requiring depth in some areas, analysis and

evaluation of information in a defined range of areas • strong interpersonal skills for team work and responsible workplace interactions • software installation and configuration • questioning and active listening for conveying and clarifying information • literacy skills in regard to interpretation of technical computer installation

manuals • use of diagnostic tools.

Required knowledge • organisational and technical systems • detailed knowledge of the system’s current functionality • functions and features of operating systems used by the organisation • set-up and configuration procedures • current industry-accepted hardware and software products, with broad knowledge

of general features and capabilities and detailed knowledge in some areas • software packages supported by the organisation • prerequisites for system software installation • vendor specifications and requirements for installation • broad knowledge of incorporating systems software • broad general knowledge of systems diagnostic software.





• Linux 7.0 or above • Windows 2000 or above • Apple OS X or above.




• operating systems, including standalone personal computer systems and network operating systems

• commercial software applications • organisation-specific software • word processing • spreadsheet • database • graphic • mail • communication packages • presentation functionalities.


• Availability of system to be optimised • Level of complexity of technical manuals • In-house or vendor; contracting arrangements relating

to IT purchasing • Client support documentation • IT policy and procedures relating to service levels and

installation. Client may include: • a person within a department

• a department within the organisation • a third party.

Feedback mechanism may include:

• surveys • questionnaires • interviews • meetings.





Evidence of the following is essential: • assessment must confirm the ability to install and

improve system performance with minimum disruption to clients.

To demonstrate competency in this unit the person will require access to: • personal computer/workstation • operating System software and technical

documentation. Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would cover selecting, adapting and transferring skills and knowledge to new environments and providing technical advice and some leadership in resolution of specified problems. This would be applied across a range of roles in a variety of contexts with some complexity in the extent and choice of options available.

Assessment must ensure: • performance of a defined range of skilled operations,

usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the section of equipment, services or contingency measures and within known time constraints would be characteristic

• applications may involve some responsibility for others. Participation in teams including group or team coordination may be involved.








Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAS3024B Provide basic system administration • ICAT3025B Run standard diagnostic tests

An individual demonstrating this competency would be able to: • demonstrate some relevant theoretical knowledge • apply a range of well-developed skills • apply known solutions to a variety of predictable

problems • perform processes that require a range of well-

developed skills where some discretion and judgement is required

• interpret available information, using discretion and judgement

• take responsibility for own outputs in work and learning

• take limited responsibility for the output of others • maintain knowledge of industry products and

services.

Imported units ICAI3021B Connect internal hardware components


ICAI3021B Connect internal hardware components Unit descriptor This unit defines the competency required to modify and

connect system hardware components according to client and user requirements.

The following units are linked and form an appropriate cluster: ICAS3115B Maintain equipment and software in

working order ICAT3025B Run standard diagnostic tests




1 Determine new components required

1.1 Identify and clarify user component requirements according to organisation guidelines.

1.2 Organise and record user component requirements, pass onto appropriate person for evaluation and vendor selection.

2 Obtain components 2.1 Contact vendors to obtain technical specifications

for the proposed components.

2.2 Assess the options and provide recommendations to the appropriate person for final analysis.

2.3 Obtain components in preparation for installation. 3 Install components 3.1 Develop plans, with prioritised tasks and

contingency arrangements, for the installation of selected components with minimum disruption to clients.

3.2 Liaise with appropriate person to obtain approval for the plans.

3.3 Install and configure components according to plan, in accordance with installation procedures and organisational requirements.

3.4 Test components for error-free performance, utilising available technology.

3.5 Identify and resolve identified problems.



3.6 Test and enhance system performance, using knowledge of the system, to meet organisational benchmarks.

3.7 Document the installation and configuration process according to organisation guidelines.

4 Provide instruction

on use of modified system

4.1 Undertake one-to-one instruction on use of modified system with client or user in a manner that is appropriate to the audience.

5 Evaluate modified

system 5.1 Collect client or user feedback and analyse against

client requirements.

5.2 Correct identified shortcomings in the system and record actions.


Required skills • problem solving skills for a defined range of unpredictable problems • language, literacy and communication skills necessary to process and present

written and verbal information to a diverse range of people • interpersonal skills • report writing skills for business • investigation skills for determining requirements • analysis and evaluation of information in a defined range of areas • questioning and active listening for a range of client/vendor levels • customer service for internal and external clients • ability to undertake one-to-one instruction • literacy skills in regard to interpretation of technical computer installation

manuals.

Required knowledge • detailed knowledge of the system’s current functionality • current industry-accepted hardware and software products, with broad knowledge

of general features and capabilities and detailed knowledge in some areas • vendor specifications and requirements for component installation • set-up and configuration procedures • detailed knowledge of areas of the operating system relevant to configuration and

testing • detailed knowledge of installation procedures • broad knowledge of systems diagnostic software.




Components may include:

• motherboards • CMOS battery • central processing unit (CPU) • CD and DVD drives • interface cards • drives • fax/modem cards • RAM upgrades • CPU upgrades.

Organisational guidelines may include but are not limited to:

• personal use of emails and internet access • content of emails • downloading information and accessing particular

websites • opening mail with attachments • virus risk • dispute resolution • document procedures and templates • communication methods • financial control mechanisms.



Client may include: • a person within a department • a department within the organisation • a third party.

Organisational requirements may include but is not limited to:


• problem solution processes • preventative maintenance and diagnostic policy • roles and technical responsibilities in the IT

department • vendor and product service-level support agreements.





Evidence of the following is essential: • assessment must confirm the ability to ascertain and

meet client requirements for modification of a system’s hardware

• an ability to plan the modification and to connect the internal hardware components according to vendor and technical specifications is essential

• installation of components must be across a variety of situations and include unexpected contingencies.

To demonstrate competency in this unit the person will require access to: • hardware components • hardware system (e.g. subject personal computer, for

installation of hardware components) • technical manuals and tools.


The careful planning and promotion of hardware upgrades and changes is critical to the effective support of business functions. Hardware modifications need to be risk managed similar to other business processes. The effective management and execution of the component maintenance and replacement process may significantly determine the amount of down time a company encounters.









Evidence for assessment from industry or vendor certified training may be presented for the whole or part of this unit depending on the range of variables and performance criteria.





Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAS3115B Maintain equipment and software in

working order • ICAT3025B Run standard diagnostic tests







services.

Additionally, an individual demonstrating this competency would be able to: • install hardware components safely • keep appropriate records of changes to hardware • apply hardware solutions to a variety of predictable

problems • interpret available information from hardware vendors

and request clarification where needed • take responsibility for hardware-related outputs.

Imported units ICAI3101B Install and manage network protocols


ICAI3101B Install and manage network protocols Unit descriptor This unit defines the competency required to install and

manage network protocols in a networking environment.

The following units are linked and form an appropriate cluster: ICAS3121B Administer network peripherals ICAS3031B Provide advice to clients ICAS3024B Provide basic system administration ICAS3032B Provide network systems administration ICAS3120C Configure and administer a network

operating system ICAT3025B Run standard diagnostic tests




1 Install and manage network protocols

1.1 Select, test and validate appropriate network protocol services.

1.2 Design a network addressing system, with subnet and host IDs, including appropriate devices.

1.3 Configure hosts and workstations to use IP addresses either manually or through automatic allocation of addresses, such as found with dynamic host configuration protocol (DHCP).

2 Identify network

protocol applications 2.1 Identify a range of well-known network protocol

applications.

2.2 Evaluate client user requirement and recommend network protocol services.

2.3 Apply IP addressing scheme according to approved policies and procedures.




Required skills • plain English literacy and communication skills in relation to dealing with clients

and team members • problem solving skills for a defined range of network functions, problems

involving participation in developing strategic initiatives (e.g. when designing a network addressing system with subnet and host IDs, and when using appropriate devices, such as gateways, routers or emulations)

• report writing skills for business, requiring depth in some areas, analysis and evaluation of information in a defined range of areas

• project planning skills in relation to set benchmarks and identified scope (e.g. when designing network addressing system with subnet and host IDs, using appropriate devices, such as gateways, routers or emulations).

Required knowledge • current industry-accepted hardware and software products, with broad knowledge

of general features and capabilities • broad general knowledge of the client business domain, business function and

organisation (e.g. when installing network protocol applications) • communications technologies, with broad knowledge of general features and

capabilities incorporating substantial depth in some areas • substantial knowledge of network protocols (e.g. when installing and configuring

network protocol environment) • broad knowledge of vendor product range and development directions. RANGE STATEMENT 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.

Network protocol services may include:

Some organisations may use a wide range of protocols while others a few or none at all, though more and more companies are using a large number of protocols: • TCP/IP • hypertext transfer protocol (HTTP) • simple network management protocol (SNMP) • H.323 protocol • internet protocol (IP) • electronic mail protocols • address resolution protocol (ARP) • wireless application protocol (WAP)



• dynamic host configuration protocol (DHCP) • simple object access protocol (SOAP) • internet protocol version 6 (IPv6) • file transfer protocol (FTP).


• large and small local area networks (LANs) • wide area networks (WANs) • Virtual Private Networks (VPNs) • wireless local area networks (WLANs).

Devices may include but is not limited to:

• gateways • routers • emulators.

Applications may include but are not limited to:

• secure shell • Telnet (not secure) • file transfer protocol (FTP) • simple mail transfer protocol (SMTP) • hypertext transfer protocol (HTTP) • hypertext transfer protocol secure (HTTPS) • secure socket layer (SSL).



Evidence of the following is essential: • assessment must confirm knowledge of network

protocols and how this knowledge can be used internally and to facilitate interconnectivity

• assessment must confirm the ability to install and manage network protocols in a network, including troubleshooting procedures.

To demonstrate competency in this unit the person will require access to: • live network • networked computers.




Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAS3121B Administer network peripherals • ICAS3031B Provide advice to clients • ICAS3024B Provide basic system administration • ICAS3032B Provide network systems administration • ICAS3120C Configure and administer a network

operating system • ICAT3025B Run standard diagnostic tests







services.

Imported units ICAI3110C Implement system software changes


ICAI3110C Implement system software changes Unit descriptor This unit defines the competency required to implement

system software changes and to handover the modified system to the client’s operational area.

The following units are linked and form an appropriate cluster: ICAI4029C Install network hardware to a network ICAS3034B Determine and action network problems ICAS3121B Administer network peripherals


Prerequisite units ICAI3020B Install and optimise operating system software



1 Determine system changes required

1.1 Determine and record the required changes to system.

1.2 Ensure that documentary evidence exists to support changes and evaluate changes required.

1.3 Complete all documentation required in accordance with maintenance methodologies.

1.4 Clarify and confirm the nature of the changes with the client.

1.5 Obtain technical data from reliable sources and request other resources that may be required to complete the changes.

2 Carry out system

changes 2.1 Plan the procedure to effect intended changes.

2.2 Confer with colleagues and users involved in the proposed changes and agree a mutually acceptable timeline and method of implementation.

2.3 Copy initialisation or configuration files prior to implementation.

2.4 Create a roll-back path in the event of failure.



2.5 Ensure that changes required in software are made according to project or organisational guidelines.

2.6 Test and verify that the changes have been made according to implementation guides and organisational standards.

3 Present changes to

client 3.1 Demonstrate changes to the client and explain the

impact of these changes.

3.2 Work towards making these changes acceptable to the client if changes are rejected, or making further modifications if required.

3.3 Update documentation and repositories in accordance with standards and update modifications made to the change management system.

4 Perform handover to

client’s operational 4.1 Update documentation and client procedures to

reflect changes made.

4.2 Secure sign off of acceptance documents by client.

4.3 Facilitate handover of modified system to client’s operational area.


Required skills • system software installation and configuration • problem solving skills for a defined range of unpredictable problems • plain English literacy and communication skills in relation to analysis, evaluation

and presentation of information • report writing skills for business requiring depth in some areas, analysis and

evaluation of information in a defined range of areas • change management skills in relation to maintaining the continuity of IT

operations and business functions • risk analysis skills in relation to reviewing change procedures • basic training needs analysis skills • basic programming skills.

Required knowledge • broad knowledge of vendor software services • broad knowledge of emerging standards for data and voice communications • current industry-accepted hardware and software products, with basic knowledge

of general features and capabilities and detailed knowledge in some areas • broad general knowledge of the client business domain



• detailed knowledge of the system’s current functionality • basic knowledge incorporating some change control procedures • detailed knowledge of the system under modification, including policies and

procedures of the organisation • business scheduling requirements. RANGE STATEMENT 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 may include but is not limited to:

• network • application • software • business • computers • mobile equipment • financial system • management system • information system.

Documentation for version control may follow:



• internal departments • external organisations • customers • individual people • internal employees.





Implementation may include:

• implementing the entire system • formulating methods for standby operations or

contingency plans. Software may include but is not limited to:

• commercial software applications • organisation-specific software, packaged software, in-

house or customised software. Organisational guidelines may include but are not limited to:

• personal use of emails and internet access • content of emails • making voice or video calls • downloading information and accessing particular


Organisational standards may include:

• formal procedures that must be adhered to, such as check points and sign-offs with documented procedures and templates

• implementation of financial control mechanisms; communication with stakeholders

• dispute resolution and modification procedures • processes for determining size and cost.



Evidence of the following is essential: • assessment must confirm the ability to implement

changes to the system with minimum disruption to the system and client users. All changes are to be documented

• whilst this competency is primarily about software implementation, a competent individual needs to demonstrate effective planning and communication skills to ensure client agreement to changes and minimisation of disruption to the business.



To demonstrate competency in this unit the following resources will be needed: • technical specifications and documentation • organisational requirements • live system.





• applications may involve some responsibility for others. Participation in teams including group or team coordination may be involved

• it may include participation in teams, including those concerned with software changes and planning. Group or team coordination may be involved.








The interdependence of units for assessment purposes may vary with the particular project or scenario. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAI4029C Install network hardware to a network • ICAS3034B Determine and action network problems • ICAS3121B Administer network peripherals







services.

Additionally, an individual demonstrating this competency would be able to: • demonstrate broad knowledge of theoretical concepts,

with substantial depth in some areas • analyse and plan approaches to technical problems

and management requirements • transfer and apply theoretical concepts and technical

or creative skills to a range of situations • evaluate information in relation to implementing

software changes • take responsibility for outputs in relation to broad

quantity and quality parameters.

Imported units ICAI4029C Install network hardware to a network


ICAI4029C Install network hardware to a network Unit descriptor This unit defines the competency required to plan,

manage and install new hardware components in a network.




1 Determine hardware requirements

1.1 Assess client hardware and cabling requirements, considering compatibility with existing application software and operating system.

1.2 Analyse requirements against local area network (LAN) ), wide area network (WAN), wireless networks, and mobile equipment access design limitations and organisational guidelines.

1.3 Evaluate client requirements in line with organisational guidelines, corporate purchasing procedures, licensing arrangements and budget.

2 Obtain hardware 2.1 Contact vendors and obtain technical specifications.

2.2 Evaluate/test hardware in line with client requirements and organisational guidelines.

2.3 Document recommendations and provide copies to appropriate person.

2.4 Determine and document licensing requirements and security issues.

2.5 Acquire hardware according to recommendations and organisational procedures.

3 Install network

hardware 3.1 Conduct installation with minimal disruption to

clients.

3.2 Install hardware in accordance with appropriate installation procedures.

3.3 Configure and test the installation to ensure that it meets client needs.



4 Provide support for installed products

4.1 Determine and document client instructions and needs.

4.2 Provide one-to-one instruction to client and users, as required.

4.3 Obtain client evaluation and feedback, to ensure that client requirements have been met.

5 Determine and

provide instruction and support

5.1 Determine and document requirements for group instruction to cater for client and user needs.

5.2 Refer group training requirements to appropriate person.

5.3 Obtain client and user group evaluation and feedback.


Required skills • customer service skills in a range of contexts at various levels (e.g. timely

response to requests, providing client instruction when installing new hardware or software)

• solving unknown problems in a range of contexts (e.g. when installing new hardware or software)

• interpretation of technical and hardware installation manuals • negotiation skills in relation to other team members and applied to a defined range

of predictable problems (e.g. planning schedules for installation of network equipment)

• report writing skills for business, requiring depth in some areas • analysis and evaluation of information in a defined range of areas (e.g. research

into the most suitable type of equipment for requirements) • ability to manage change, in order to maintain the continuity of network

operations and business functions during network installation tasks • questioning and active listening skills to convey and clarify complex information • using diagnostic software.

Required knowledge • basic working knowledge of current industry-accepted network protocols • basic knowledge of current industry-accepted network hardware and software

products, with broad knowledge of general features and capabilities and detailed knowledge in some areas

• broad knowledge of current industry, data and voice networking, security products, devices and procedures, with broad knowledge of general features and capabilities and detailed knowledge in some areas



• detailed knowledge of the operating system (e.g. Mac OS, Linux, Novell, Windows), sufficient to enable basic installation

• LAN capabilities and characteristics, such as network type (e.g. Ethernet, Appletalk) IP addressing, switch/hub operation

• organisational contracting procedures and responsibilities • detailed knowledge of network connections (e.g. types of cables, such as category

5 e, 6 and 7 unshielded twisted pair (UTP), coaxial and terminators, RJ-45, cabling distance limitations (e.g. 100 metres for Ethernet category 5 UTP) and including wireless

• detailed knowledge of set-up and configuration procedures • detailed knowledge of software packages supported by the organisation • detailed knowledge of hardware and software installation procedures • general knowledge of system diagnostic software.


Hardware may include but are not limited to:

• personal computers • peer-to-peer and client-server networks (including

LANs but excluding WANs) • wireless networks, mobile equipment, printers, print

servers, monitors • input/uutput devices (e.g. extended or non-standard

keyboard and mouse), network cards, cables, some simple switches (e.g. not programmable) and CD drives/burners.

Application software may include:

• database programs to handle data and voice functionality

• word processors • email programs • internet browsers • system browsers • spreadsheets.

Operating system may include but is not limited to:

• Linux 6.0 or above • Windows 98 or above • Apple OS 8 or above. Note: The use of operating system in this unit is in the context of the pre-existing system and may therefore not be current industry version. Preference is for Linux 7.0 or above, Windows 2000 or above, Apple OS X or above.







• internal departments • external organisations • clubs • individual people • internal employees.





Evidence of the following is essential: • assessment must confirm the ability to install a range

of hardware, by planning, managing and supporting the installation of new components in a network according to organisational policy and procedures

• the support person must demonstrate the ability to offer support to the user in adapting to the new equipment.

To demonstrate competency in this unit the following resources will be needed: • application software and operating system • vendor hardware and software components • technical documentation and installation manuals • networked computers • organisational guidelines • live network.












services.

Imported units ICAI4030B Install software to networked computers


ICAI4030B Install software to networked computers Unit descriptor This unit defines the competency required to plan,

manage and support the installation of new or upgrade software to networked computers according to vendor and organisation specifications.

The following units are linked and form an appropriate cluster: ICAA4041C Determine and confirm client business

expectations and needs ICAD4043B Develop and present a feasibility report ICAS4023B Provide one to one instruction ICAS4127B Support system software ICAS4108B Complete database backup and recovery


Unit sector Implement



1 Determine software requirements

1.1 Identify, clarify and organise software requirements following specified guidelines.

1.2 Evaluate requirements in line with existing application, operating system, organisational guidelines, corporate purchasing, licensing arrangements and budget.

2 Obtain software 2.1 Contact relevant vendors to obtain technical specifications for required software.

2.2 Assess the options and provide recommendations to appropriate person for final analysis.

2.3 Determine and record relevant licensing requirements and security issues.

3 Install software 3.1 Develop plans, with prioritised tasks and contingency arrangements, for the installation of the selected software to network and networked computers with minimum disruption to client, including the management of existing data.

3.2 Install and configure the software in accordance with installation procedures, organisational guidelines and plans.



3.3 Test the installed software and system for error-free performance, identifying and resolving problems.

3.4 Document the installation and configuration process according to organisational guidelines.

3.5 Store the software licences and manuals according to organisational guidelines.

4 Determine and

provide instruction and support

4.1 Identify and document the client instruction requirements.

4.2 Undertake one-to-one instruction with the client or user in a manner suitable to the audience.

4.3 Refer group training requirements to the appropriate person.

4.4 Gather and evaluate client and user feedback to ensure training and support requirements are met.


Required skills • using software packages • configuring services on networked computers • solving problems related to installation of software • evaluation and report writing skills • literacy in general and technical workplace documentation • solving network problems related to installation of software.

Required knowledge • detailed knowledge of the system’s current functionality • broad general knowledge of organisational contracting procedures and

responsibilities • broad knowledge of organisational security procedures • broad knowledge of network linkages • detailed general knowledge of relevant configuration procedures • broad knowledge of the operating system, with detailed knowledge in some areas • broad knowledge of current industry-accepted network protocols • broad knowledge of current industry-accepted network hardware and software

products.





• commercial software applications • organisation-specific software • word processing • spreadsheet • database • graphic • mail • communication packages • presentation functionalities • nature of licence.



Application may include but is not limited to:

• commercial software applications • organisation-specific software • word processing • spreadsheet • database • graphic • communication packages • presentation functionalities • presentation applications contained in

− Microsoft Office − Lotus Suite − Claris Works − Star Office − other similar applications.




• Linux 6.0 or above • Windows 98 or above • Apple OS 8 or above. Note: The use of operating system in this unit is in the context of the pre-existing system and may therefore not be current industry version. Preference is for Linux 7.0 or above, Windows 2000 or above, Apple OS X or above.







• large and small LANs • WANs • the internet • the use of the PSTN for dial-up modems only • private lines • data • voice.

Computer may include: • laptops

• workstations • servers • other devices.


• internal departments • external organisations • individual people • internal employees.





Evidence of the following is essential: • assessment must confirm the ability to ascertain and

meet client requirements for installation and upgrade of software

• assessment must confirm the ability to plan, manage and support the installation of software to networked computers and to sustain network performance according to organisational and technical specifications. Installation and upgrade of software must be across a variety of situations and include unexpected contingencies.

To demonstrate competency in this unit the person will require access to: • software to be installed • networked computers • organisational guidelines • live network.


Installing networked software can be complex particularly for specialist areas, such as Linux Terminal Services. Configuration files need to be closely checked for compliance with hardware (e.g. monitors and printers) and other system software. The effective management and support of the software installation process are critical project management tasks in the context of ensuring minimal client disruption and the need for continuing network operation in a business context.





Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAA4041C Determine and confirm client business

expectations and needs • ICAD4043B Develop and present a feasibility report • ICAS4023B Provide one-to-one instruction • ICAS4127B Support system software • ICAS4108B Complete database back-up and recovery








services.

Imported units ICAI5152B Implement risk management processes


ICAI5152B Implement r isk management processes Unit descriptor This unit defines the competency required to implement

procedures that identify, analyse, evaluate and monitor risks involving ICT systems and technology. This includes the development and management of contingency plans.

The following unit is linked and forms an appropriate cluster: ICAA5156B Review and plan to minimise risk to

business solutions




1 Establish risk context

1.1 Review and document the organisational and technical environment.

1.2 Establish and document risk boundaries according to the business operating and strategic environment.

2 Identify risk factors 2.1 Develop or acquire a measurement scale for project

risk which includes importance, complexity, time and resources required.

2.2 Identify project risks based on the measurement scale developed and document according to business requirements.

2.3 Identify the business impact of changes and document according to current and future business directions.

3 Implement

contingency plans 3.1 Classify each risk and create contingency plans that

address how the risk will be monitored and overcome, if possible.

3.2 Identify measurable benchmarks to track the treatment of risks, to the new system.

3.3 Identify risk management intervention points according to benchmarked performance tolerances.

3.4 Demonstrate use of phased implementation and piloting to reduce risk factors.



4 Monitor, update and report risk profile

4.1 Conduct regular risk updates to add new risks and remove old risks.

4.2 Update contingency plans when appropriate to incorporate new information.

4.3 Conduct risk reviews at major project milestones and document outcomes.

4.4 Establish feedback processes to provide warning of potential new risks according to business requirements.


Required skills • capacity planning • technology transfer • information architecture • use of site design software and hardware • project management.

Required knowledge • technology updating guidelines • business process design • maintaining and administering a site • understanding how business sites fit into corporate strategy • policy writing and dissemination • documenting technical specifications • understanding the business supply chain • understanding user analysis and the CRM • copyright and intellectual property • relevant privacy legislation • Australian Computer Society Code of Ethics. RANGE STATEMENT 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.

Business requirements may be in reference to:

• business • system • application



• network • people in the organisation.

Contingency plans will vary in format and content detail, but will typically:

• identify weaknesses and provide for the implementation of a disaster prevention program

• minimise disruption to business operations • provide a coordinated approach to the disaster

recovery process. System may include but is not limited to:

• databases • applications • servers • operating systems • gateways • application service provider • ISP.



Evidence of the following is essential: • assessment must confirm the ability to implement

procedures that identify where risk occurs and what measures need to be taken to handle the risk. Contingency planning is an integral part of demonstrating competency

• effective implementation procedures include preventative considerations, such as establishing warning systems and establishing an ongoing process that includes regular or programmed reviews to the risk profile

• risk management must include managing those factors that may have an adverse effect on an external party, such as an business website customer or supplier. Consequently, risk management may need to be a collaborative process that involves users and commercial partners.

To demonstrate competency in this unit the person will require access to: • web servers • business website • site server • site server software



• analysis software • requirements documentation • risk management plan • user analysis • updated or new technology • software applications • networks.













Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAA5156B Review and plan to minimise risk to

business solutions









Additionally, an individual demonstrating this competency would be able to: • demonstrate knowledge of risk management

processes, incorporating some theoretical concepts • apply solutions to a defined range of unpredictable


variety of contexts, with depth in some areas • identify and evaluate information • take responsibility for the quality of risk assessment

and contingency planning.

Imported units ICAI5196B Implement secure encryption technologies


ICAI5196B Implement secure encryption technologies

Unit descriptor This unit defines the competency required to ensure secure encryption is applied and monitored.




1 Determine encryption methods

1.1 Review the security plan to determine encryption methods.

1.2 Review a range of encryption technologies and rank the most appropriate options.

1.3 Assess the costs associated with each encryption option.

1.4 Document encryption options and costs and forward to appropriate person for decision.

2 Implement

encryption 2.1 Purchase encryption technologies according to

business procurement procedures.

2.2 Apply encryption technologies to the business system.

2.3 Analyse the impact of the encryption technologies to user roles and responsibilities.

2.4 Inform user of the new encryption technologies and the impact it has on their responsibilities.

3 Monitor encryption 3.1 Analyse implementation of the encryption

technologies.

3.2 Review help desk records for problems concerning implementation and take appropriate action.

3.3 Review system logs for user breaches.

3.4 Document security breaches and notify appropriate person.




Required skills • surveillance analysis • implementation of encryption protocols • implementing LAN/WLAN, VPN or WAN solutions • ability to undertake a network security risk assessment • ability to develop enterprise policies and procedures.

Required knowledge • security threats including:

− eavesdropping − data interception − data corruption − data falsification − authentication issues

• organisational issues surrounding security • encryption strength • encryption types:

− public key − secret key − hash key

• the functions and features of symmetric encryption, asymmetric encryption and one-way encryption

• examples of symmetric key encryption (e.g. DES, Triple DES, Skipjack, IDEA, Blowfish)

• examples of symmetric key encryption (e.g. RSA) • asymmetric key-based algorithms and public key/private key encryption • PKI, PGP: pretty good privacy, GnuPG • examples of:

− one-way encryption (e.g. message digests [MD5, SHA]) − functions and features of timestamps − functions and features of digital signatures − replay security − functions and features of access control permissions − certificate-related infrastructure (certificate authorities, registration

authorities, repository services) − TCP/IP protocols and applications.




Encryption may include but is not limited to:

• RSA public key • PGP (Pretty Good Privacy) • symmetric ciphers • asymmetric public-key ciphers • sniffers • PKI • SSH • DESlogin • PKZIP • secure socket layer (SSL) • digital signatures.

Encryption technologies may include:

• Authentex DataSafe • GPG (GNU software) • Blowfish Advanced 97 • Crypto ActiveX Tool • Distributed management systems • PGP • Cryptainer LE.









Evidence of the following is essential: • assessment must confirm the ability to ensure

encryption solutions are implemented and appropriate to the business technology environment and business needs.

To demonstrate competency in this unit the person will require access to: • servers • encryption software.


The integrity of organisational data and sensitive documents is vital for businesses. Encryption of sensitive data is a way for organisations to protect this data. Confidentiality, integrity and availability of data are the three key goals for securing information.

A number of commercial encryption technologies are available in the market. It is vital that the implementation of these technologies takes place in a methodical and informed manner. Research of available technologies is important including information available through online vendor and newsgroup sources and security forums.





Imported units ICAI5197B Install and maintain valid authentication processes


ICAI5197B Install and maintain valid authentication processes

Unit descriptor This unit defines the competency required to develop, install and maintain an authentication processes.

The following unit is linked and forms an appropriate cluster: ICAI5196B Implement secure encryption technologies




1 Determine

authentication requirements

1.1 Determine user and enterprise security requirements with reference to enterprise security plan.

1.2 Identify and analyse authentication options according to user and enterprise requirements.

1.3 Select the most appropriate authentication and authorisation processes.

2 Configure

authentication software/tools

2.1 Create an authentication realm and reuse as required to protect different areas of the server.

2.2 Add users and authorisation rules to the new realm according to business needs.

2.3 Describe the user attributes and the user attribute set-up.

2.4 Set up an authentication filter and authorisation parameters on the appropriate server according to business requirements.

3 Apply authentication

methods 3.1 Develop and/or obtain authentication protocols as

required.

3.2 Develop and distribute related policies and procedures to users according to business need.

3.3 Brief user on the authentication system and their responsibilities according to enterprise security plan.



3.4 Apply the authentication system to network and user according to system/product requirements.

3.5 Record and store permission and configuration information in a secure central location.

4 Monitor

authentication system

4.1 Review the authentication system according to user and enterprise security and quality of service requirements.

4.2 Ensure ongoing security monitoring using incident management and reporting processes in accordance with enterprise security plan.


Required skills • ability to develop enterprise policies and procedures • ability to analyse enterprise security requirements and propose solutions • scripting • ability to liaise with vendors and service providers as required • incident management.

Required knowledge • organisational issues surrounding security • the function and operation of virtual private networking (VPN) concepts • common VPN issues including:

− quality of service considerations (QOS) − bandwidth − dynamic security environment

• the function and operation of authentication • the features of common password protocols (e.g. password authentication protocol

(PAP), challenge handshake authentication protocol (CHAP), challenge phrases, RADIUS authentication)

• features and function of token cards • features and function of authentication adaptors • features and function of biometric authentication adaptors • features and function of digital certificates (e.g. VeriSign, X.509, SSL) • resource accounting through authentication




Server may include: • application/web servers • BEA Weblogic servers • IBM VisualAge and WebSphere • Novell NDS servers • email servers • file and print servers • FTP servers • firewall servers • proxy/cache servers.




• large and small LANs • national WANs • the internet • VPNs • the use of the PSTN for dial-up modems only • private lines • data • voice.



Evidence of the following is essential: • assessment must confirm the ability to ensure

authentications solutions are deployed and appropriate to the business technology environment and business needs.

To demonstrate competency in this unit the person will require access to: • servers.




Security of information and personnel is of increasing importance to all organisations. Authentication is a control or protective measure put into place by an organisation to reduce the vulnerability of the system. Authentication controls include passwords, PINs, smart cards and biometric devices. The breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and coordination would be characteristic.










Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAI5196B Implement secure encryption

technologies









Imported units ICAS2014B Connect hardware peripherals


ICAS2014B Connect hardware per ipherals Unit descriptor This unit defines the competency required to connect

hardware peripherals according to instructions.

There may be benefit in concurrent learning with the following unit: ICAU2005B Operate computer hardware

The following units are linked and form an appropriate cluster: ICAS2008B Maintain inventories for equipment,

software and documentation ICAS2016B Record client support requirements ICAS2017B Maintain system integrity ICAU2005B Operate computer hardware ICAU2007B Maintain equipment and consumables



Unit sector Support ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Confirm requirements of client

1.1 Identify client peripheral requirements and confirm in accordance with organisational standards.

1.2 Document client requirements and peripherals needed in line with organisational standards and report findings to the appropriate person.

1.3 Verify client requirements with appropriate person in line with organisational standards and reporting procedures.

1.4 Take action to ensure client support expectations are covered by vendor warranty and support services.

2 Obtain required

peripherals 2.1 Obtain peripherals under instruction from

appropriate person.

2.2 Enter peripherals into equipment inventory according to organisational standards.



2.3 Validate that contents of delivered components and physical contents match the packing list and resolve discrepancies if necessary.

2.4 Store peripherals according to vendor/manual guidelines.

3 Connect hardware

peripherals 3.1 Verify the timeframe for installation schedule with

the client.

3.2 Remove old peripherals if they are being replaced with minimal disruption to clients, taking into account environmental considerations and OH&S standards.

3.3 Connect new peripherals with minimum disruption to clients, taking into account operating system procedures.

3.4 Configure the computer to accept the new peripherals.

3.5 Test hardware peripherals and confirm client satisfaction, pay particular attention to possible impact on other systems and make adjustments as required.


Required skills • customer service skills in relation to maintenance procedures • handling difficult clients skills in relation to maintenance procedures • conflict resolution skills in relation to maintenance procedures • decision making in a limited range of options • literacy for general workplace documentation • problem solving skills for a defined range of predictable problems • plain English literacy and communication skills in relation to analysis, evaluation

and presentation of information • facilitation and presentation skills in relation to transferring and collecting

information • negotiation skills in relation to other team members and applied to a defined range

of predictable problems.

Required knowledge • broad general knowledge of OH&S procedures for electrical equipment • detailed knowledge of inventory procedures • organisational guidelines relating to external suppliers and vendors • general understanding of technical systems



• broad knowledge of operating systems • broad knowledge of help desk and maintenance practices • current industry-accepted hardware and software products, with broad knowledge

of general features and capabilities and detailed knowledge in some areas • broad knowledge of input/output devices. RANGE STATEMENT 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.



Peripherals may include but are not limited to:

• printers, scanners, tape cartridges • speakers, multimedia kits • personal computer, modems • input equipment may include mouse, touch pad,

keyboard, pens • mobile phones, palmtops and personal digital

assistants (PDAs), laptops, and desktop computers • Bluetooth devices, universal serial bus (USB),

Firewire (IEEE 1394). Organisational standards may include but are not limited to:


websites • opening mail with attachments • virus risk (MS windows OS and Mac OS only) • dispute resolution • document procedures and templates • communication methods • financial control mechanisms.





Equipment may include but is not limited to:

• workstations • personal computers • modems or other connectivity devices • printers • hard drives • monitors • switches • hubs • personal digital assistant (PDA) • other peripheral devices.

Environmental considerations may include:

• disposal of packaging (e.g. cardboard, polystyrene, paper, plastic)

• redundant hardware (e.g. hard drives, circuit boards). OH&S standards may include:

• correct posture • lighting • type of desk • type of monitor • style of chair • typing position • repetitive strain injury prevention • ventilation • light position • correct lifting method • length of time in front of computer.

Operating system may include:

• Win 98/ME/2000/XP • Sun Solaris/SunOS • HP-UX • AIX • Silicon Graphics IRIX, DEC VMS • Mac OS X • Linux • NetWare.





Evidence of the following is essential: • assessment must confirm the ability to safely connect

hardware peripherals according to vendor instructions with a minimum of down time to the system. Competency is required in the connection of five different peripherals. Ability to interpret vendor manuals in relation to the storage and connection of hardware peripherals is demonstrated. OH&S regulations relating to working with electrical equipment are adhered to.

To demonstrate competency in this unit the learner will require access to: • organisation’s hardware blueprint • vendor support staff (on call if assessment is a live

activity) • additional staff if required to support the assessment • hardware peripherals and workstation.


The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure: • performance of a prescribed range of functions

involving known routines and procedures and some accountability for the quality of outcomes would be characteristic

• applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.







Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAS2008B Maintain inventories for equipment,

software and documentation • ICAS2016B Record client support requirements • ICAS2017B Maintain system integrity • ICAU2005B Operate computer hardware • ICAU2007B Maintain equipment and consumables

An individual demonstrating this competency would be able to: • demonstrate basic operational knowledge in a

moderate range of areas • apply a defined range of skills • apply known solutions to a limited range of

predictable problems • perform a range of tasks where choice between a

limited range of options is required



• assess and record information from varied sources • take limited responsibility for own outputs in work

and learning • maintain knowledge of industry products and

services.

Imported units ICAS3024B Provide basic system administration


ICAS3024B Provide basic system administration Unit descriptor This unit defines the competency required to implement

components of systems backup, restore, security and licensing in a standalone or client server environment.

The following units are linked and form an appropriate cluster: ICAI3020B Install and optimise operating system

software ICAT3025B Run standard diagnostic tests ICAS3031B Provide advice to clients



Unit sector Support



1 Record security access

1.1 Obtain client access requirements and clearance levels according to organisational requirements.

1.2 Issue computer or network user account and password details to client.

1.3 Provide security documentation and access to client.

1.4 Record user account and security access details to maintain system integrity and assist later auditing.

2 Record software licences

2.1 Determine what licensed software is used within the organisation.

2.2 Maintain records of licence number and location.

2.3 Check personal computers and network for illegal software.

2.4 Report illegal software to appropriate person.

3 Carry out system backup

3.1 Create or review organisational back-up schedule.

3.2 Complete file back-ups according to the schedule.

3.3 Label and store back-ups according to organisational requirements.

3.4 Maintain records of back-ups.



4 Restore system backup

4.1 Determine and test restore procedures according to organisational guidelines.

4.2 Complete a restore under supervision of an appropriate person.

4.3 Record completed restore according to organisational guidelines.

5 Apply security access

controls 5.1 Document security access as per clearance

guidelines set by management.

5.2 Maintain a security access register in line with organisational guidelines to record which client or groups have access to which resources.

5.3 Identify the security controls on the file system provided by the operating system.

5.4 Apply effective access control on files and directories.


Required skills • plain English literacy and communication skills in relation to presentation of

information • basic diagnostic skills in relation to system administration • questioning and active listening for clarifying instructions • basic analytical skills • problem solving skills • inventory recording.

Required knowledge • general knowledge of software copyright responsibilities • detailed knowledge of organisational security procedures • broad knowledge of operating systems used by the organisation • current industry-accepted hardware and software products, with broad knowledge

of general features and capabilities and detailed knowledge in some areas • detailed knowledge of back-up procedures • detailed knowledge of the system’s current functionality • general knowledge of system performance • broad knowledge of maintenance procedures • broad knowledge of diagnostic tools.







• availability of system to be optimised • complexity of technical manuals • in-house or vendor ICT purchasing arrangements • client support documentation • ICT policy and procedures relating to service levels

and installation • security procedures • system administration and back-up procedures • type of product licences • storage of ICT documentation; register of licences.




• commercial software applications • organisation-specific software.

Records may include: • databases • spreadsheets or other recording mechanisms using

operating system • vendor tools to create, modify and document user

accounts and access to computer/network resources.










Evidence of the following is essential: • assessment must confirm the ability to perform

systems back-up, restore and maintain correct usage according to licensing agreements in a standalone or client server environment.

To demonstrate competency in this unit the learner will require access to: • security guidelines • back-up procedures












Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAI3020B Install and optimise operating system

software • ICAT3025B Run standard diagnostic tests • ICAS3031B Provide advice to clients









services.

Imported units ICAS3031B Provide advice to clients


ICAS3031B Provide advice to clients Unit descriptor This unit defines the competency required to provide

advice and support to clients including the communication of comprehensive technical information.





1 Analyse client support issues

1.1 Check for new problems logged by client.

1.2 Check previous logs for similar problems or requests from client.

1.3 Investigate and document the support issues affecting the client.

1.4 Notify client of the results of investigation and provide advice and support on findings.

1.5 Obtain client feedback and make changes. 2 Provide advice on

software, hardware or network

2.1 Confirm software, hardware or network requirements with client.

2.2 Investigate and document a solution.

2.3 Document additional requirements discovered in the investigation and refer them to the client.

2.4 Obtain approval from the client to implement the solution.

2.5 Investigate and document the amount of technical support the client may require.

2.6 Discuss and agree the level of technical support identified with the client.

2.7 Arrange a time with the client when support will take place.

2.8 Provide technical support as part of group or one-to-one instruction to the client.

2.9 Provide manuals and help documentation to the client.



3 Obtain client feedback

3.1 Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided.

3.2 Provide client with instructions on how to complete the form or use other means of providing feedback.

3.3 Distribute the evaluation or feedback to the client.

3.4 Review the feedback from the client to identify areas for improvement.


Required skills • writing macros and templates • one-to-one instruction • client needs assessment methods • interpretation of technical manuals • verbal and non-verbal communication skills for conveying and clarifying complex

information • customer service skills in a range of contexts at various levels.

Required knowledge • operating systems supported by the organisation • advanced features and functions of software • information sources • contract and service agreements with vendors • operating systems functions and basic features • hardware and software supported by the organisation • features of different types of hardware • security and network guidelines and procedures • available in-house and vendor support. RANGE STATEMENT 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.





Investigation may include:

• on-site examination • questions and answers • active listening to clients and colleagues • contacting vendor or maintenance organisations • reviewing technical advice about the organisation.

Advice and support may include:

• provision of client documentation • manuals • one-to-one training • identification of training need for referral to

supervisor • documentation from vendor • advice on software supported by the organisation,

including but not limited to use of: − macros − statistical functions of spreadsheets − creation of templates − generation of a complex report on a database − password and log-on procedure

• advice on hardware supported by the organisation, including but not limited to: − printers − laptops − notebooks − CD-ROM − screens − disk drives − reconfiguration of settings − operation of scanners.

Solution may include but is not limited to:

• new hardware • hardware upgrades • new software • software upgrades • user training • implementing a new system.


• a collection of records that describe the structure, purpose, operation, maintenance and data requirements for a computer program, operating system or hardware device.





Evidence of the following is essential: • assessment must confirm the ability to convey

comprehensive technical information to clients in a clear, concise and coherent manner. Assessment must confirm the ability to access technical manuals and help documentation and to convey this information to the client in a concise and jargon-free manner. Information conveyed enhances client efficiency.

To demonstrate competency in this unit the learner will require access to: • peers and supervisors for obtaining information • software, hardware and networks • helpdesk repository.



















services.

Imported units ICAS3234B Care for computer hardware


ICAS3234B Care for computer hardware Unit descriptor This unit defines the competency required to manage the

selection, maintenance and location of hardware.





1 Establish safe work practices

1.1 Determine, record and apply relevant legal requirements and OH&S standards to the installation and maintenance of computer hardware.

1.2 Determine, record and apply requirements specified by hardware manufacturers.

1.3 Determine, record and apply safe work practices, taking into account legal and manufacturer requirements.

2 Establish location

requirements for hardware and peripherals

2.1 Determine and apply suitable environmental conditions for hardware and peripherals.

2.2 Determine and apply system protection devices.

2.3 Determine and apply requirements when moving hardware.

2.4 Determine and apply suitable storage principles for hardware and associated peripherals and media.

3 Establish

maintenance practices

3.1 Determine maintenance requirements specified by the equipment manufacturer.

3.2 Produce maintenance schedules, including removal of dust and grease build-up.

3.3 Perform diagnostic functions, including replacing suspect components with other serviceable components and reloading of associated software.



3.4 Determine whether unserviceable components are replaceable through warranty, replacement or upgrade.

3.5 Perform diagnostic functions using the operating system and third-party diagnostic tools.

4 Determine

appropriate hardware quality standards

4.1 Consider and apply business requirements in respect of hardware matters.

4.2 Determine and apply quality standards to the selection of appropriate hardware and associated peripherals.


Required skills • diagnosis of hardware problems • ability to work safely, in respect of the specific hardware • selection of appropriate hardware for a given situation • problem solving skills • communication and comprehension of basic workplace documents • clear and precise communication • ability to set up and maintain hardware • interpretation of user manuals and help functions.

Required knowledge • general OH&S principles and responsibilities • OH&S principles specific to equipment powered by mains electricity • viruses, worms and other security issues • system hardware and associated peripherals functions • potential environmental effects of common types of hardware • importance of maintenance • handling of high-impedance devices • span of quality levels in common hardware • software related to hardware operations.




OH&S standards may include:

• correct posture • lighting • type of desk • type of monitor • style of chair • typing position • repetitive strain injury prevention • ventilation • light position • correct lifting method • electrical safety • monitor time • exposure.

Hardware may include but is not limited to:

• workstations • personal computers • modems or other connectivity devices • networks • DSL modems • remote sites • servers.

Safe work practices may include but are not limited to:

• handling of mains electricity • handling of high-impedance devices • handling of hazardous material.

Environmental conditions may consist of but is not limited to:

• dust • heat • extreme cold • temperature stability • air circulation • moisture.

System protection devices may include but are not limited to:

• surge protection • uninterruptible power supplies.



Peripherals may include but are not limited to:

• printers, scanners, tape cartridges • speakers, multimedia equipment • personal computer fax/modems • input equipment may include mouse, touch pad,

keyboard, pens • mobile phones, palmtops and personal digital

assistants (PDAs), laptops and desktop computers • Bluetooth devices, universal serial bus (USB),

Firewire (IEEE 1394). Equipment may include but is not limited to:

• workstations • personal computers • modems or other connectivity devices • printers • hard drives • DSL modems • monitors • switches • hubs • personal digital assistant (PDA) • other peripheral devices.

Maintenance may include:

• on-site response • remote diagnostics • return to depot.

Components may include:

• motherboards • CMOS battery • central processing unit (CPU) • CD and DVD drives • interface cards • drives • fax/modem cards • RAM upgrades • CPU upgrades.


• commercial, in-house, packaged or customised software.

Operating system may include but is not limited to:

• Linux 6.0 or above • Windows 98 or above • Apple OS 8 or above.



Business requirements may include:

• cost and quality • robustness • industry standard components • capability for further system upgrades.



Evidence of the following is essential: • assessment must ensure the ability to establish safe

work practices, establish siting requirements for system hardware and associated peripheral devices, establish maintenance practices and determine appropriate hardware quality standards.

To demonstrate competency in this unit the learner will require access to: • hardware • software and diagnostic tools • records and reports.


Hardware encompasses all the physical connections that allow electronic communication to take place. Hardware is intertwined with software and this unit addresses software/hardware connections.









An individual demonstrating this competency would be able to: • understand hardware related issues for safe and secure

operation of electronic components • demonstrate basic theoretical knowledge of hardware

and software interoperability • safely remove and replace hardware components • conduct maintenance on hardware parts.

Additionally, an individual demonstrating this competency would be able to: • demonstrate some relevant theoretical knowledge • apply a range of well-developed skills • apply known solutions to a variety of predictable





• communicate with team members to clarify job requirements


services.

Imported units ICAT3025B Run standard diagnostic tests


ICAT3025B Run standard diagnostic tests Unit descriptor This unit defines the competency required to conduct

diagnostic tests on a range of platforms.

There may be benefit in concurrent learning with the following unit: ICAS3234B Care for computer hardware

The following units are linked and form an appropriate cluster: ICAI3020B Install and optimise operating system

software ICAS3024B Provide basic system administration ICAU3019B Migrate to new technology No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.


Unit sector Test ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Operate system diagnostics

1.1 Run the system diagnostic program according to specification.

1.2 Modify the system configuration as indicated by the diagnostic program.

1.3 Carry out preventative maintenance in line with organisational guidelines.

2 Scan system for

viruses 2.1 Scan the system to check and maintain virus

protection.

2.2 Report identified viruses to an appropriate person.

2.3 Remove virus infections found by the scan using software tools and/or procedures or by restoring back-ups.

2.4 Document relevant symptom and removal information.




Required skills • problem solving skills for a defined range of predictable problems • literacy skills in regard to interpretation of computer manuals • plain English literacy and communication skills in relation to analysis, evaluation

and presentation of information • use of diagnostic tools.

Required knowledge • configuration procedures • back-up procedures • organisational security procedures • diagnostic software/hardware • hardware maintenance • security procedures. RANGE STATEMENT 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.

Preventative maintenance includes but is not limited to:

• scheduled fault-finding • optimising of hard drives • scanning for viruses.









• diagnostic tools and their operation • virus protection software and operation • operating systems and modules for configuration • types of virus and impact.



Evidence of the following is essential: • assessment must confirm the ability to conduct

diagnostic tests on a range of platforms according to preventative maintenance and diagnostic policy, and to correctly identify the root causes of the problems.

To demonstrate competency in this unit the person will require access to: • security guidelines • back-up procedures • diagnostic software.


Demonstrating competence in basic diagnostic testing will include knowledge by recall in a narrow range of areas; demonstrating basic practical skills, such as the use of relevant tools; perform a sequence of routine tasks given clear direction; and receive and pass on messages/information.

Demonstration of these competence would involve: • demonstration of basic testing and adherence to

operational procedures • applying knowledge solutions to a limited range of

unpredictable problems • performing a range of diagnostic tasks where

suspected breakdowns or irregularities of performance have appeared

• assessing and recording information from varied sources.





Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • ICAI3020B Install and optimise operating system

software • ICAS3024B Provide basic system administration • ICAU3019B Migrate to new technology







services.

Imported units ICAU3019B Migrate to new technology


ICAU3019B Migrate to new technology Unit descriptor This unit defines the competency required to apply skills

and knowledge in using new or upgraded technology.



Unit sector Use ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes of a unit of competency.


1 Apply existing knowledge and techniques to technology and transfer

1.1 Identify situations where existing knowledge can be used as the basis for developing new skills.

1.2 Acquire and use new or upgraded technology skills to enhance learning.

1.3 Identify, classify and use new or upgraded equipment where appropriate, for the benefit of the organisation.

2 Apply functions of

technology to assist in solving organisational problems

2.1 Conduct testing of new or upgraded equipment.

2.2 Apply features of new or upgraded equipment and software within the organisation.

2.3 Use features and functions of new or upgraded equipment.

2.4 Access and use sources of information relating to new or upgraded equipment.

3 Evaluate new or

upgraded technology performance

3.1 Evaluate new or upgraded equipment for performance, usability and against OH&S standards.

3.2 Determine environmental considerations from new or upgraded equipment.

3.3 Seek feedback from users, where appropriate.




Required skills • research skills for identifying broad features of new technologies • ability to assist in the decision making process • literacy skills in regard to interpretation of technical manuals • ability to solve known problems in a variety of situations and locations • general analytical skills in relation to known problems.

Required knowledge • broad awareness of current technology trends and directions in IT (e.g. software,

hardware, services, new developments, new protocols) • broad knowledge of vendor product directions • ability to locate appropriate sources of information regarding IT and new

technologies • current industry hardware and software products, with broad knowledge of

general features and capabilities • information gathering techniques. RANGE STATEMENT 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.

Technology skills – new skills can include but are not limited to:

• Hardware • PCs • networks • storage • communications equipment.

Equipment may include but is not limited to:

• workstations • personal computers • modems and other connectivity devices • printers • hard drives • DSL modems • monitors • switches • hubs • personal digital assistant (PDA) • other peripheral devices.




• user-based software for new business processes • customer relationship management • integrated services (e.g. banking and financial

services). Sources of information may include but is not limited to:

• documents • test pages • web pages • appliances software and technical connections

guidance and other outputs supplied by vendors and manufacturers.

OH&S standards may include:

• correct posture • lighting • type of desk • type of monitor • style of chair • typing position • repetitive strain injury prevention • ventilation • light position • correct lifting method • length of time in front of computer • physical safety considerations such as:

− general electrical safety and cabling − power supply and leads as they apply to computer

and peripheral installations. Environmental Considerations may include but is not limited to:

• recycling • safe disposal of packaging (e.g. cardboard,

polystyrene, paper, plastic) • correct disposal of redundant hardware (e.g.

motherboards, hard drives, circuit boards) by an authorised body.

Feedback may include: • surveys

• questionnaires • interviews • meetings.



Applications May include but are not limited to:

• commercial software applications • organisation-specific software • word processing • spreadsheet • database • graphic • communication packages • presentation functionalities • presentation applications contained in:

− Microsoft Office − Lotus Suite − Claris Works − Star Office − other similar applications.



Evidence of the following is essential: • competency must confirm the ability to transfer the

application of existing skills and knowledge to new technology.

To demonstrate competency in this unit the person will require access to: • workplace or simulated workplace • documented organisational requirements.


The rationale behind this unit emphasises the importance of constantly reviewing work processes, skills and techniques in order to ensure that the quality of the entire business process is maintained at the highest level possible through the appropriate application of new technology. To this end, the person is typically engaged in on-going review and research in order to discover and apply new technology or techniques to improve aspects of the organisation’s activities.












services.

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