Assessment Plan for PUACOM002B

This document provides an assessment plan for the unit PUACOM002B - Provide services to clients. It includes the purpose of the assessment, target group, assessment methods, resources required, and assessment arrangements.

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the Student
Name of the University
Author Note

1HUMAN RESOURCE MANAGEMENT
Step 1 - Assessment Plan
ASSESSMENT PLAN
Unit name and code PUACOM002B Provide services to clients
Purpose of the assessment This unit describes the skills and knowledge to interact with
interact with internal and external clients
This unit applies to all workers who have a requirement to
communicate with clients as part of their public safety role.
This may include both those workers who have a specific client
contact role, as well as operational workers who come in to
contact with members of the public as part of their duties.
Target group VET Students completing a course that this unit is part of
Context of assessment Training and Assessment Environment
Written as well as practical components assessment
classroom based
Specific needs of the cohort/individual
being assessed
All students have completed an LLN prior to their
enrolment
There are some students who possess effective minor
difficulties. However, none of that is supposed to hinder
their ability for achieving competency in the unit.

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Personnel involved in the assessment
process?
Narelle Ward
Assessment information and evidence requirements
Assessment methods
Assessment instruments required
for each method
Unit requirements
this meets (PC1.2,
PE2, KE4 etc.)
1 Written test
Written questions
Instructions for candidate
Marking guide for assessor
See mapping at end
of document
2
Practical Tasks
Instructions
Company Policy & Procedures
Observation Check list
See mapping at end
of document
3 Group Discussion/Question Discussion/Question Guideline for
the assessor
Observation Checklist
See mapping at end
of document
Resources
Specialist support (if applicable/required)  Access to the internet and library
 After class programs
 Access to employees
 integration aids
Any tools or equipment required for Desk, chair, computer

3HUMAN RESOURCE MANAGEMENT
assessment
Any materials required for assessment Company policy and procedures folder
Any other resources required for
assessment (for example, supporting
documentation)
Computer manual
Any human resources required for
assessment (for example, other workplace
personnel, clients/customers etc.)
Not required for this unit
Assessment arrangements
Timeline for assessment – when will each
item be assessed?
The two assessments will be completed within the
delivery of the unit
How long will be given to each
assessment?
Written Assessment 30 mins
Written assignment 2 30 mins
Group Discussion 30 mins
Is integration of activities possible? The group discussion will lead into the practical
assessment
Assessment arrangements continued
Work health and safety issues that may No additional health and safety issues are expected for

4HUMAN RESOURCE MANAGEMENT
impact on assessment activities being
conducted
this assessment plan. It is expected that students will
have a safe environment at all times.
A sight safety assessment will be made as part of the
group discussion assessment
Privacy/confidentiality issues that may
impact on assessment activities/portfolios
submitted
None at this stage as they will be handed to the assessor
directly
Any other issues that may impact on
assessment activities (for example,
sustainability)?
The practical assessment will be rescheduled if there is
power shortage
Any reasonable adjustments identified? Students may need additional time for assessments and
this is available if required
Where will assessment outcomes be
recorded?
All the students will be provided with a cover sheet where
the assessor will be able to record the feedback as well a
the outcome. The final results of the unit will be recorded
in the LMS
Date of each assessment to be
submitted/conducted
All assessments are to be submitted and conducted with
the time allocated for the unit.

5HUMAN RESOURCE MANAGEMENT

6HUMAN RESOURCE MANAGEMENT
Step 2 - Assessment Instructions and Instruments
DEVELOP THE ASSESSMENT - Assessment Task Instructions
ASSESSMENT TASK INSTRUCTIONS
Unit code and title PUACOM002B Provide services to clients
Workplace/Location Classroom/ Simulated office environment
Purpose of assessment This unit describes the skills and knowledge to interact with interact with
internal and external clients
This unit applies to all workers who have a requirement to communicate
with clients as part of their public safety role. This may include both those
workers who have a specific client contact role, as well as operational
workers who come in to contact with members of the public as part of their
duties.
Context of assessment Training and Assessment Environment
Written and Practical components assessment that are classroom based
Resources required for
assessment
Assessment Task 1
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper

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ASSESSMENT TASK INSTRUCTIONS
internet
Assessment 2
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
Safety considerations All the students are subjected to work within the classroom setting as well
a work under the supervision of the assessor during the exam.
All tasks needs to perform within a classroom and should be monitored by
the trainer all the time.
Students should be warned about the consequences of using the internet for
personal reasons.
Students should be warned in case any hazards are present in the room.
Instructions to the
candidate:
Assessment 1
In this assessment, the student needs to answer 5 descriptive questions
based on the unit. The chief focus of Assessment 1 is to enhance the
knowledge associated with the communication skills of the student.
Students need to answer the questions so that the assessor can understand
his or her understanding of the processes that need to follow for ensuring

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ASSESSMENT TASK INSTRUCTIONS
client satisfaction.
The mentioned test is a open book test and needs to be completed within
30 minutes
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen and Paper
internet
Assessment 2
In this assessment students need to read a case study provided to them and
answer the question associated with the case study on an reflective manner.
This assignment has been designed to assess the knowledge as well as
skills of students that have been gained by the same throughout the course.
The mentioned test is a close book test and needs to be completed within
30 minutes
Resources required:
PC and Microsoft Office

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ASSESSMENT TASK INSTRUCTIONS
Login details for IVET student portal
Pen or Paper
Conditions of Assessment
 Students must attempt all parts of each assessment task.
 For students’ performance to be deemed satisfactory in this
assessment task, they must satisfactorily address all the assessment
criteria. If part of this task is not satisfactorily completed students
will be asked to complete further assessment to demonstrate
competence.
 Students will be provided feedback on their performance by their
Assessor. The feedback will indicate if they have satisfactorily
addressed the requirements of each task or indicate the task(s) not
satisfactorily addressed and indicate what tasks they must re-
attempt at a later date to demonstrate satisfactory performance.
 Students have the right to appeal the outcome of assessment
decisions if they feel they have been dealt with unfairly or have
other appropriate grounds for an appeal.
What needs to be
submitted?
Assessment task 1
Students are required to complete a portfolio of work that includes all of

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ASSESSMENT TASK INSTRUCTIONS
the items listed below.
Observation Checklist completed by assessor
Completed computer work tasks
Assessment task 2
Students are required to complete a portfolio of work that includes all of
the items listed below.
Observation Checklist completed by assessor
Completed computer work tasks
Resubmission
In case any student is unable to gain satisfactory marks after his or her 1st
completed submission, he/she will be provided with a second chance of
resubmission. However, this time they have to work only on the questions
they have not gained satisfactory marks.
Reasonable adjustments
(assessor to indicate
possible adjustments):
Students are encouraged for contacting their trainer prior to attempting this
task in case they do not understand any part of this task or in case they
have any learning issues/ requirement that may prevent them when
attempting any part of the assessment.

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ASSESSMENT TASK INSTRUCTIONS
Assessor name Date
Assessor signature

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Role Play/Scenario/Observation Task Template
ROLE PLAY / SCENARIO/OBSERVATION TASK
Instructions to the candidate:
This unit describes the skills and knowledge to interact with interact with internal and external
clients. This unit applies to all workers who have a requirement to communicate with clients as
part of their public safety role. This may include both those workers who have a specific client
contact role, as well as operational workers who come in to contact with members of the public
as part of their duties.
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
internet

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Role-play/Scenario/Observation task details:
Task 1: Answering questions associated with communication skill in the workplace
In this assessment, the student needs to answer 5 descriptive questions based on the unit. The
chief focus of Assessment 1 is to enhance the knowledge associated with the communication
skills of the student. Students need to answer the questions so that the assessor can understand

14HUMAN RESOURCE MANAGEMENT
his or her understanding of the processes of providing service to the consumers
Task 2: Answering the case study questions associated with communication skill in the
workplace
In this assessment students need to read a case study provided to them and answer the question
associated with the case study in a reflective manner.
This assignment has been designed to assess the knowledge as well as skills of students that
have been gained by the same throughout the course.
Conditions of Assessment 2
 Students must attempt all parts of this task.
 This is an close book test. Hence students are not permitted to refer to books.
 In case any student is able to gain satisfactory marks after his or her 1st completed
submission, he/she will be provided with a second chance of resubmission. However,
this time they have to work only on the questions they have not gained satisfactory
marks.
 Students will be provided feedback on their performance by the trainer. The feedback
will indicate if they have satisfactorily addressed the requirements of each task or
indicate the task(s) not satisfactorily addressed and indicate what tasks you must re-
attempt at a later date to demonstrate satisfactory performance.

15HUMAN RESOURCE MANAGEMENT

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ROLE PLAY / SCENARIO/ OBSERVATION TASK CHECKLIST
Did the candidate: Yes No N/A Comments
1
The students completed the task
and showed an ability to integrate
the skill requirements of this unit.
2
The students developed the
knowledge of the needs and
expectations of the client
3 Students have developed the
ability to determine as well as
implement response to the client
4 Students developed the ability to
manage the expectations of the

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clients
Reasonable adjustments
Candidates are encouraged to contact their trainer prior to attempting this task if they do not
understand any part of this task or if they have any learning issues/ needs that may hinder them
when attempting any part of the assessment.
Student name Date
Assessor name Date
Assessor
signature
Task outcome  Satisfactory  Not satisfactory

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Role Play/Scenario/Observation Task Assessor Template
ROLE PLAY / SCENARIO/OBSERVATION TASK ASSESSOR GUIDE
Instructions to the assessor:
All assessors are expected to have read and follow the trainer and assessors’ handbook
regarding all assessment task. This handbook outlines in detail:
 Assessor Instructions – pre – assessment
 Assessor Instructions – during assessment
 Assessor Instructions – post assessment
 Guidelines for completing assessment tasks using simulated workplace environment/s
 Students with specific learning needs
Assessor Information
 Assessors are to arrange the facility to reflect a workplace environment and associated
resources, materials and equipment prior to administering this task.
 Facilities, equipment and resources must include a classroom, PC workstations, chair,
VDU, keyboard, mouse, OHS hazards (e.g. cracked VDU screen - not connected to
power source), frayed cable (not plugged in), debris on the floor, spilt water, upturned
tables and chairs or ladder near work station, bags near walkway.
 Hazards must be placed away from where the student is working/ walking/ entering the

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work station/ near but in an area they can see.
 Assessors are to familiarise themselves with the Observation checklist and marking
criteria
 Assessors are to vary hazards with each student.
Role-play/Scenario/Observation task details:

20HUMAN RESOURCE MANAGEMENT

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ROLE PLAY / SCENARIO/ OBSERVATION TASK CHECKLIST- ASSESSOR MARKING
GUIDE
Use the checklist below to observe the student performing the required task(s) and record their
performance. If the student misses a step, have the student perform the step again, so that you are
confident they can demonstrate that skill.
If the student cannot demonstrate the required skills, you may pose questions or hypothetical situations
based on your knowledge of their work environment and/or the unit requirements.
Use this Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each
activity observed.
Did the candidate: Yes No N/A Comments
1
The students completed the task
and showed an ability to integrate
the skill requirements of this unit.
2
The students developed the
knowledge of receiving and
distributing mail

22HUMAN RESOURCE MANAGEMENT
3 Students have developed the
ability to gain effective knowledge
of Australian General Post office.
4
Students developed the ability to
understand the types and range of
mails available globally
Reasonable adjustments
Candidates are encouraged to contact their trainer prior to attempting this task if they do not
understand any part of this task or if they have any learning issues/ needs that may hinder them
when attempting any part of the assessment.
Student name Date
Assessor name Date
Assessor signature
Task outcome  Satisfactory  Not satisfactory

23HUMAN RESOURCE MANAGEMENT
Written Questions Template
Written questions
Assessment 1
In this assessment, the student needs to answer 5 descriptive questions based on the unit. The chief
focus of Assessment 1 is to enhance the knowledge associated with the communication skills of the
student. Students need to answer the questions so that the assessor can understand his or her
understanding of the processes of providing service to the consumers
The mentioned test is a open book test and needs to be completed within 30 minutes
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
internet
Conditions of Assessment
Students must attempt all parts of this task.
This is an open book test. Students may refer to books.
In case any student is able to gain satisfactory marks after his or her 1st completed submission, he/she

24HUMAN RESOURCE MANAGEMENT
will be provided with a second chance of resubmission. However, this time they have to work only on
the questions they have not gained satisfactory marks.
Students will be provided feedback on their performance by the trainer. The feedback will indicate if
they have satisfactorily addressed the requirements of each task or indicate the task(s) not satisfactorily
addressed and indicate what tasks you must re-attempt at a later date to demonstrate satisfactory
performance.
Question 1
Why is providing effective service to the client crucial?
 Satisfactory  Not satisfactory
Question 2
Why assessing the needs and expectation of clients is highly crucial?
 Satisfactory  Not satisfactory
Question 3
What are some major challenges that can be faced while providing service to the client?
 Satisfactory  Not satisfactory
Question 4

25HUMAN RESOURCE MANAGEMENT
what are some of the skills that are highly necessary for providing effective consumer service?
 Satisfactory  Not satisfactory
Question 5
what are the 6 steps of consumer decision making process?
 Satisfactory  Not satisfactory
Written questions
Assessment task 2
In this assessment students need to read a case study provided to them and answer the question
associated with the case study on an reflective manner.
This assignment has been designed to assess the knowledge as well as skills of students that have been
gained by the same throughout the course.

26HUMAN RESOURCE MANAGEMENT
Observation Checklist completed by assessor
Completed computer work tasks
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
Conditions of Assessment
Students must attempt all parts of this task.
This is a close book test. Students may refer to books.
In case any student is able to gain satisfactory marks after his or her 1st completed submission, he/she
will be provided with a second chance of resubmission. However, this time they have to work only on
the questions they have not gained satisfactory marks.
Students will be provided feedback on their performance by the trainer. The feedback will indicate if
they have satisfactorily addressed the requirements of each task or indicate the task(s) not satisfactorily
addressed and indicate what tasks you must re-attempt at a later date to demonstrate satisfactory
performance.
case study

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The chief objective of Michel’s coffee shop is to provide high quality product and service to the
consumer. The company is well established and highly popular in the locality. However, in order to
enhance their revenue, the owner Michel, wants to open 3 new shops in different parts of the Country.
According to Michel, training is a key ingredient in achieving their vision of “being the favorite place
to meet for dessert and coffee.” Moreover, along with training shop managers and associates, Michael’s
wants to put together a program to ensure that current shop managers will mentor and develop future
shop managers. The current goal of the management team is to develop a training and development
program for Michael’s shop managers and shop associates that will be the best in the industry and that
will be offered around the globe.
Question 1
1. Do you agree with the owners that training is needed? Discuss your answer?
 Satisfactory  Not satisfactory
Question 2
What should Michael’s do first in setting up this training program?a. noise
 Satisfactory  Not satisfactory
Question 3
What unique challenges can be faced by the organization while providing training to the employees?

28HUMAN RESOURCE MANAGEMENT
 Satisfactory  Not satisfactory
Question 4
How should the owners evaluate training effectiveness?
 Satisfactory  Not satisfactory
Written Questions Assessor Template
Written questions – ASSESSOR GUIDE
In this assessment task students are required to read the questions and either write in the correct answer in the
spaces provided and where prompted.
This is an assessment of the knowledge and skills gained through training throughout the course. This
assessment contains a series of on line questions designed to allow students to demonstrate competence in the
unit.
Resources Required:
 PC and Microsoft Office
 Login details for IVET student portal
 Pen or Paper
When completing the assessment tasks candidates are required to individually demonstrate satisfactory
performance.

29HUMAN RESOURCE MANAGEMENT
Conditions of Assessment
 This is a closed book assessment to be completed at the training facility on site in no longer that 70
minutes.
 For students performance to be deemed satisfactory in this assessment task, students must provide a
correct response to every question. If part of this task is not satisfactorily completed, students will be
asked to complete further assessment to demonstrate competence.
 Students will be provided feedback on their performance by their assessor. The feedback will indicate if
they have correctly answered each question or indicate the questions answered incorrectly. Students will
be advised of the subject areas that they must re-attempt questions on at a later date to
 Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal. Students will be required to follow the
instructions in the student handbook regarding this.
Guidelines for written submissions
All assessors are expected to have read and follow the trainer and assessors’ handbook regarding all assessment
task. This handbook outlines in detail:
 Assessor Instructions – pre – assessment
 Assessor Instructions – during assessment
 Assessor Instructions – post assessment
 Guidelines for administrating written assessments
 Students with specific learning needs
The assessor should contact the VET Training Manager to clarify any information if the processes or assessor’s
expected contribution is unclear, prior to administering any assessment tasks. In other terms, it can be described

30HUMAN RESOURCE MANAGEMENT
as a verbal speech or other methods of relaying information within an organization.
Question 1
Why is providing effective service to the client crucial?
In this era of high competitiveness, it is highly crucial for the mentioned organization to retain the
existing consumer base as well as enhance the number of consumers. Providing consumers with high
quality product alone is not sufficient to ensure consumer satisfaction. In order to ensure consumer
satisfaction and retention, providing consumer with effective service along with products is highly
crucial.
 Satisfactory  Not satisfactory
Question 2
Why assessing the needs and expectation of clients are highly crucial?
Assessing the client’s needs and expectation has the potential to enhance the knowledge of the service
providers about what specific services can result in consumer satisfaction. This in turn has the potential
to enhance the revenue of the organization through effective retention of consumers.
 Satisfactory  Not satisfactory
Question 3
What are some major challenges that can be faced while providing service to the client?
1. in scenarios where the consumer ask questions that the service provider i unare of

31HUMAN RESOURCE MANAGEMENT
2. When the consumer demonstrate aggressiveness
3. when the consumer service representative lacks appropriate tool for reducing the consumer efforts
4. when the consumer communicate in a language unknown to the consumer service executive
 Satisfactory  Not satisfactory
Question 4
What are some of the skills that are highly necessary for providing effective consumer service?
1. communication skill: It is highly crucial for the consumer service representatives to communicate in
a clear and easy to understand way for solving any issues
2. empathy: consumer Service executives needs to understand as well as identify the feelings of the
consumers and demonstrate empathy towards their feelings
3. Patience: often clients and consumers ask several questions and information needs to be repeated a
good number of times. Patience is crucial when it comes to keep conversation on track along with
providing positive experiences.
 Satisfactory  Not satisfactory
Question 5
what are the 6 steps of consumer decision making process?
1. stimulus

32HUMAN RESOURCE MANAGEMENT
2. problem awareness
3. information search
4. Evaluation of alternatives
5. Purchasing
 Satisfactory  Not satisfactory
Written questions
In this assessment students need to read a case study provided to them and answer the question
associated with the case study on an reflective manner.
This assignment has been designed to assess the knowledge as well as skills of students that have been
gained by the same throughout the course.
Observation Checklist completed by assessor
Completed computer work tasks
Resources required:
PC and Microsoft Office
Login details for IVET student portal

33HUMAN RESOURCE MANAGEMENT
Pen or Paper
Assessment task 2
This assessment was focused on the skills of the students to complete their tasks effectively. A
questionnaire of 10 questions will be provided to the students. Students have to answer on the questions
within the stipulated time period.
Observation Checklist completed by assessor
Completed computer work tasks
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
Conditions of Assessment
Students must attempt all parts of this task.
This is a close book test. Students may refer to books.

34HUMAN RESOURCE MANAGEMENT
In case any student is able to gain satisfactory marks after his or her 1st completed submission, he/she
will be provided with a second chance of resubmission. However, this time they have to work only on
the questions they have not gained satisfactory marks.
Students will be provided feedback on their performance by the trainer. The feedback will indicate if
they have satisfactorily addressed the requirements of each task or indicate the task(s) not satisfactorily
addressed and indicate what tasks you must re-attempt at a later date to demonstrate satisfactory
performance.
case study
The chief objective of Michel’s coffee shop is to provide high quality product and service to the
consumer. The company is well established and highly popular in the locality. However, in order to
enhance their revenue, the owner Michel, wants to open 3 new shops in different parts of the Country.
According to Michel, training is a key ingredient in achieving their vision of “being the favorite place
to meet for dessert and coffee.” Moreover, along with training shop managers and associates, Michael’s
wants to put together a program to ensure that current shop managers will mentor and develop future
shop managers. The current goal of the management team is to develop a training and development
program for Michael’s shop managers and shop associates that will be the best in the industry and that
will be offered around the globe.
Question 1
1. Do you agree with the owners that training is needed? Discuss your answer?
I agree with the fact that training will be needed in order to enhance the service quality of the coffee
shop chai. Considering the fact that Michael is planning to open a few outlets in different parts of

35HUMAN RESOURCE MANAGEMENT
Australia, for gaining competitive advantage over its competitors, high service quality along with
product quality is required. In order to assure the same, training to the newly recruited staffs as well as
the old employees needs to be provided
 Satisfactory  Not satisfactory
Question 2
What should Michael’s do first in setting up this training program?
the first step that Michel should adapt is to appoint efficient trainers for providing training to the
employees. A meeting should be then conducted with the same to list down the fctors on the basis of
which training will be provided.
 Satisfactory  Not satisfactory
Question 3
What unique challenges can be faced by the organization while providing training to the employees?
while providing training to the employees the following challenges can be faced includes:
1. lack of financial resource
2. lack of participation from the end of the employees
3. Dealing with the changing rules and regulations
 Satisfactory  Not satisfactory
Question 4
How should the owners evaluate training effectiveness?

36HUMAN RESOURCE MANAGEMENT
the effectiveness of training can be evaluated with the help of the following measures:
1. By regular monitoring the progress of the training through interviewing the employees
2. A survey can also be conducted in order to understand the perspective of the trainees and whether
they are getting benefited fro the training session or not.
 Satisfactory  Not satisfactory
Step 3 – Review your assessment tool
You are required to complete a review of your completed assessment tool for the unit of
competency indicated in the assessment plan you have developed in the previous step.
A template ‘assessment quality review checklist’ follows to guide you through the review.
If when reviewing you respond with a no (N) when it should be a yes (Y), make the necessary
changes on your assessment tool and add a brief comment of the review tool
(comments/suggestions) of what you altered to rectify the situation.

37HUMAN RESOURCE MANAGEMENT

38HUMAN RESOURCE MANAGEMENT
Assessment Quality Review Checklist
The following document is to be used by you to review your own assessment questions. Please
complete all areas.
ASSESSMENT QUALITY REVIEW CHECKLIST
Unit reviewed: BSBWOR202 Organise and complete daily work activities
List all documents that are to be reviewed as part of this process
Assessment plan
Assessment 1 case study and questions
Assessment 2 Material study based questions
Assessment instructions
Assessment 1: written questions
Assignment 2: written questions
Review Question Y/N/NA Comments and suggestions
a) The unit of competency is sufficiently addressed
including: Y

39HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
 performance criteria
 performance evidence
 knowledge evidence
 assessment conditions
Mapping clearly shows how each task relates to unit
requirements
Y
The assessment instructions for the student are:
 written in plain English and are
clear and easy to follow
 when and how the tasks are to be
completed
 under what conditions
 resources required
 and the criteria against which
students will be assessed
Y
The guidance to assessors is clear and easy to follow Y

40HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
The assessment methods and arrangements used
match all details provided in the Assessment Plan
Y
A range of assessment methods are used and they are
suitable to the intended outcomes of the unit.
Y
The tasks ensure appropriate assessment of practical
skills
Y
Third party reports, where applicable, are:
 written in plain English so that the
third party can clearly understand
what they are being asked
 only relied upon as supplementary
and not primary evidence
NA
Principles of assessment and rules of evidence have
been considered Y
Assessment tasks appropriately reflect industry
expectations and current workplace practices Y

41HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
The assessments allow for collection of sufficient
quality and quantity of evidence
Y
Assessment record tools:
 are easy to use
 ensure the requirements of each
task can be checked and recorded
 allow the recording of an outcome
at task level (S/NS)
 allow the recording of an overall
outcome for the whole unit
(C/NYC)
Y
The assessments ensure:
 competency is assessed over a
period of time and in a range of
contexts and;
 there are clear instructions
detailing when and where
assessments are to be conducted
Y

42HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
The assessment tools allow for collection of
sufficient quality and quantity of evidence
Y
The assessments can be adapted to suit individual
needs of the student and workplace as required and
provisions for reasonable adjustment can be made
(where required)
Y
The tools ensure that the assessor will know that the
assessment is based on the student’s own work
Y
Reviewer
signature:
Reviewer name: Amenda Armstrong Date: 15.3.2017
Improvements/Actions to be taken
Management to complete this section
Action Due date Responsibility Completed (Date)
None at this stage None at this stage None at this
stage
None at this stage

43HUMAN RESOURCE MANAGEMENT
Step 4 - Trialling assessment tools
Comments:
Amenda Armstrong currently holds the current TAE qualification s trialled this assessment tool.
She completed the tool as if she was a student (student perspective) and also completed the
quality review check.
According to her, the both the assignments are ell structured. However, she stated that the
effectiveness of the assignment can be increased by adding at least 2 to three questions in eac of
the assignments. This will help the assessor to have a better understanding of the understanding f
the students and the knowledge gained from the unit.
She also added that the assessment lack practical activities which in turn has the potential to
enhance the knowledge of the learner’s in a better way.
Amended assessment plans
If the assessment plan was amended based on feedback received, please specify into the
following space the specific changes that were made.
If no changes were required based on feedback from your colleague, please state “no changes
were required.”.

44HUMAN RESOURCE MANAGEMENT
In each of the assignments, at least 2 to 3 questions will be added.

45HUMAN RESOURCE MANAGEMENT
Mapping
BSBINM202 Handle mail
Unit Summary
This unit describes the skills and knowledge required to seek feedback for performance improvement and
use current technology appropriate to the task.
It applies to individuals working under direct supervision who develop basic skills and
knowledge for working in a broad range of settings.
Assessment Type
Summative Assessment
Assessment Methods
Assessment One On line assessment
Assessment Two On line assessment

46HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
1. Identify client needs and
expectations AT1 AT2
1.1 Current and potential clients are identified
organisation's requirements 2, 3
Assessment 1
1.2 Needs and expectations are discussed and
clarified with clients. 1,4
Assessment 2

47HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
2. Determine and
implement response to
client needs
AT1 AT2
2.1 Appropriate decision making processes are
Established with client and relevant
stakeholders.
4 Assessment 1
2.2 Options are identified.
2,3
Assessment 2
2.3 Decision making criteria are identified taking
account of client needs and organisational
context.
1,4 Assessment 2
2.4 Decision making criteria are applied to options
in order to identify range of relevant
outcomes.
2, 5 Assessment 1
2.5 Appropriate response are selected and
implemented.
3,4 Assessment 2
2.6 Client needs are recognised and taken into
consideration in accordance with anti
1,2 Assessment 2

48HUMAN RESOURCE MANAGEMENT
discrimination
and other organisation policy and procedures.
Element/ Performance Criteria

49HUMAN RESOURCE MANAGEMENT
3. Manage client
expectations AT1 AT2
3.1 Range of possible organisational responses
are
communicated to the client in a timely
manner.
2 Assessment 2
3.2 Client is informed of options for further
action. 3,4,5
Assessment 1
3.3 Courtesy, consideration and sensitivity are
exercised
at all times with the client.
2, 3 Assement 2

50HUMAN RESOURCE MANAGEMENT
3.4 All necessary documentation is obtained,
completed
 and processed according to
organisation's policy and
procedures.
1,3 Assessment 1
3.5 Organisation's policy and procedures relating
to
confidentiality are implemented.
2, 4 Assessment 2
3.6 Assistance is sought to manage clients'
expectations when necessary.
1,4 Assessment 1
3.7 Clients are referred to other personnel where
necessary to ensure their needs are managed
efficiently.
4,2 Assessment 2

51HUMAN RESOURCE MANAGEMENT

52HUMAN RESOURCE MANAGEMENT
Performance evidence AT1 AT2
Recognizes and interprets textual information to complete tasks
according to organizational requirements
Questions Practical task
Completes required documents using organizational formats
Questions Practical task
Uses listening and questioning techniques to seek information and
confirm understanding
Participates in verbal interactions using language and features suitable
to audience and context
Questions Practical task
Interprets numerical information related to timeframes
Questions Practical task
Complies with organizational policies, procedures and standards

53HUMAN RESOURCE MANAGEMENT
Questions Practical task