Workplace Health and Safety Policy Analysis

This assignment requires students to analyze the Work Health & Safety (WH&S) policy of 'Do it Now Travel'. The analysis should cover various aspects such as the roles and responsibilities of managers, the WH&S Committee, and employees. Students need to examine the WHS Program implementation, including training, information provision, safe work procedures, and incident reporting. Additionally, the assignment emphasizes understanding the company's commitment to open communication and consultation regarding WH&S matters.

ICT30115 Certificate III in Information, Digital Media
and Technology
ICTICT202 Work and communicate effectively in an IT
environment
Assessment Task (1 of 2)
Student Name: XXXXXX
Student Number: XXXXXX
Assessment Number: 33360/01

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Assessment Overview
You are required to complete two separate assessment activities for ICTICT202 Work
and communicate effectively in an IT environment. This document includes instructions
for the first assessment activity (33360/01).
Assessment Number Assessment Name
33360/01 Work and communicate effectively in an IT environment –
Short answer questions
33360/02 Work and communicate effectively in an IT environment –
Project
Assessment Description
The objective of this assessment task is for you demonstrate that you can communicate
effectively within organisational policies and governance arrangements using
information technology (IT) systems, equipment and software.
Please provide answers to the short answer questions to demonstrate your
understanding of how to work and communicate effectively in an IT environment.
Assessment Task 1 of 2
Work and communicate effectively in an IT environment – Short answer questions
Instructions
Before proceeding, read the case study in Appendix A. Then follow the instructions to
answer all of the questions.

1. There are many different roles performed in an IT environment. Here are three examples:
 help desk specialist
 IT support technician
 network analyst.
Research the internet and find position descriptions or job descriptions for these three roles, or obtain details from your
workplace. List the key responsibilities of each role in the following table.
Help desk specialist IT support technician Network analyst
Responsibilities Provide first level contact and
convey resolutions to customer
issues
Properly escalate unresolved
queries to the next level of support
Track, route and redirect problems
to correct resources
Update customer data and
produce activity reports
Their duties include
troubleshooting to detect and solve
technical problems, installing or
updating required hardware and
software. IT support technicians
offer support to users who are
experiencing problems with their
computers or software.
Network Analyst is required to
assess the performance of the
network systems and work upon
improving it.
Network Analyst is required to work
as a part of the network team and
study various aspects of the
network systems.
Network Analyst needs to ensure
that only the latest and the best
Information technology is no longer
just for the computer addicts. It
impacts every industry, especially
the music industry. I'm looking
forward to seeing what you have
learnt about it.

Walk customers through problem
solving process
Follow up with customers, provide
feedback and see problems
through to resolution
Utilise excellent customer service
skills and exceed customers’
expectations
Ensure proper recording,
documentation and closure
Recommended procedure
modifications or improvements
Preserve and grow your
knowledge of help desk
procedures, products and services
possible technology is being used
while designing the network
systems.
Network Analyst is required to work
on the computer networks and
systems.
Network Analyst is required to see
to it that the network systems are
designed appropriately as per the
requirement of the clients.
Network Analyst needs to ensure
that the network system is installed
appropriately.

2. Here is a table containing some policy details. Identify the correct policy name
that the details would be found in.
Policy detail Policy name
report and record injuries Work Health & Safety Policy
do not copy other people’s work Copyright Policy
adhere to the company’s standards for
storing documentation
Information Storage and Disposal Policy
you must have a licence for any software
you use
Copyright Policy
do not send files > 5MB to users Internet usage Policy
do not use facebook for non-company
use during your work hours
Social Media Policy
3. Identify three key players within the Do it Now Travel company. List their roles and
importance in the following table.
Key Player Roles Importance
Sandy Griffiths Manager manages the Baulkham Hills office
and has four staff reporting to her
Sebastian Rose Manager manages the Gosford office and
has five staff reporting to him
Pam King IT support She manage the IT department.
She supports staff with any IT-
related issues, replaces cartridges
in the office laser printers and
maintains connectivity for office
equipment such as the printers,
fax machines, photocopiers and
scanners.

4. Sarah Cornwall has just come to your desk very upset and told you the following:
‘I can’t believe this. The customer bookings system is down. What’s wrong? We
can’t do anything. This is really urgent. Tell Pam immediately and get it fixed!’
Even if a client is being rude or aggressive towards you, explain how you would
respond to requests such as this one. (Approx. 20 words)
I would remain calm and listen to queries of the customer. Then I would consult with respective
department to solve query and ensure customer regarding fulfilment of the query.
5. Outline the steps that should be followed to respond effectively and appropriately to
incoming support calls within a typical help desk environment. (Approx. 60 words)
Manage Customer Expectations: Understanding and managing the customer expectation is
necessary for the company.
Consolidate Your Support Channels: Concerning with the appropriate team for solving the query.
Divide & Conquer: Dividing the task into small task and allocate to different team members.
Troubleshooting: Trying to troubleshoot the problems.
Diagnose the issue: The concerned issue is properly analysed.
Provide a solution: After analysing, solution is provided to the customer.
Implement the resolution: Implementation of the solution is provided to the customer.

6. You’ve just answered Erika’s phone because she’s not at her desk. One of her
customers is asking to change the details of a flight booking.
Write a message to Erika providing her with this information. You can be creative
with details not provided, e.g., the customer’s name and booking information.
(Approx. 30 words)
There is a message for you regarding a customer named Mr A, who has booked a
package B. The customer is asking for a change in the booking of the flight.
7. What steps should you undertake if a client request cannot be immediately resolved
at initial contact? (Include escalation points). (Approx. 70 words)
Culture: Agencies must value complaints as a means of strengthening their
administration and improving their relations with the public.
Principles: An effective complaint handling system must be modelled on the
principles of fairness, accessibility, responsiveness, efficiency and integration.
People: Complaint handling staff must be skilled and professional.
Process: The seven stages of complaint handling—acknowledgment, assessment,
planning, investigation, response, review, and consideration of systemic issues—
should be clearly outlined.
Analysis: Information about complaints should be examined as part of a continuous
process of organisational review and improvement.

8. It’s 2pm and you have to work out how to complete a number of activities in the
next hour.
Prioritise the following list of activities showing which you would do first, second,
third and fourth. Provide a reason for the priority you choose.
Priority Activity Reason
4 Write a policy document for your
manager.
Acknowledging the manager after the whole work
is done.
3 Back up data on three office
desktop computers prior to them
being relocated at 3pm.
Taking action against the problem is required
after ensuring the client.
1 Phone a client to tell them that
onsite support will be with them at
2:30pm.
After 2Pm, calling the client to acknowledge about
the onsite support.
2 Advice clients affected by a server
problem that it has just been fixed.
Telling the client about the reason for the problem
is required after calling.
9. A senior work colleague, who speaks English as a second language, has phoned
you and asked if you can fix her internet. You have no idea what the problem is
because she doesn’t understand the technology and cannot communicate clearly.
Explain the steps you would take to help your colleague. Ensure you include some
discussion on at last two points relating to barriers to communication. (Approx. 60
words)
Listening: I would listen to problem of the colleague.
Analysing: I would analyse sayings of my colleague and try to understand it in a simple language.
Solving: I would solve the problem what I have understood with the conversation.
Replying: I would reply to my colleague in a simple language so that she can understand what to
do.

10. Which discrimination act is a workplace in breach of if they pay an older woman
less money than her younger Asian male counterpart even though both people
are performing the same job role?
a. Workplace Gender Equality Act 2012 ()
b. Age Discrimination Act 2004
c. Sex Discrimination Act 1984
d. Racial Discrimination Act 1975
11. Describe the role and positioning of the IT department, managed by Pam King,
for Do it Travel. In writing your answer, you should also consider what would
happen if there was no IT department. (Approx. 100 words)
The IT department of company have helped in maximizing range of the customers all over the
world. The IT department have helped in introducing cloud computing including drop box that
helps in backing up important file and documents of the company. The IT department helps in
managing any IT-related issues, replaces cartridges in the office laser printers and maintains
connectivity for office equipment such as the printers, fax machines, photocopiers and scanners.
If there is no IT department in the company, the IT related issues cannot be solved.

Checklist
Have you:
Q1 Completed the table outlining the responsibilities of the specified people
within the I.T. team
Q2 Listed the policy name that matched each of the specified policy details
Q3 Identified three key players within the company and outlined their roles
and importance in the business
Q4 Provided an example response to Sarah’s request
Q5
Outlined the steps that should be followed to respond effectively and
appropriately to incoming support calls within a typical help desk
environment
Q6 Written a message to Erika with information about the missed call
Q7 Outlined the steps you should take if a client request can’t be
immediately resolved
Q8 Prioritised the specified tasks and provided your reasons for each
Q9 Outlined the steps required to assist a client who has a limited
understanding of English and I.T.
Q10 Identified the related Act
Q11 Describe the role and positioning of the IT department

Appendix A – Case study: Do it Now Travel Company
About the organisation
Do it Now Travel was founded in 1999 by three university graduates who were looking
for quality travel at an affordable price. They quickly gained an excellent reputation in
designing package holidays for small- to medium-sized groups, and they take pride in
being able to plan and organise holidays in a much shorter timeframe than many of their
competitors. Do it Now Travel has two offices in the greater Sydney region; one located
in Baulkham Hills and the second in Gosford.
Mission
Our mission is to give you amazing travel adventures and deliver you home safely
afterwards.
Vision
Our vision is to be the number one travel package company in Australia.
Where the organisation is heading
Recently, Do it Now Travel has started designing holiday packages for school groups.
With many high schools now including travel as optional learning for their students, Do it
Now Travel sees this as a great opportunity to move into this market.
About the staff
Do it Now Travel staff are a vibrant group of individuals who share a passion for travel.
While the company is still owned by the same three university graduates, they have
employed a manager for each office:
 Sandy Griffiths manages the Baulkham Hills office and has four staff reporting to
her:
o Sarah Cornwall
o Damian Lockhart
o Erika Strizzaro
o Neridah Hamilton
 Sebastian Rose manages the Gosford office and has five staff reporting to him
o Daniel Magyver
o Divy Sengupta
o Marina Connors
o Regan King
o Alicia Chu
Do it Now Travel recently hired Pam King, an IT support technician to manage the IT
department. She supports staff with any IT-related issues, replaces cartridges in the
office laser printers and maintains connectivity for office equipment such as the printers,
fax machines, photocopiers and scanners. Pam also ensures a consistent file structure
for storing all documentation and has implemented a cloud-based system (DropBox) for

backing up documentation and sharing it between the two offices. Pam’s passion for
continuous improvement has also seen the development of several document templates
and a Do it Now Travel style guide.
Your role
You work for Sandy Griffiths on a part-time basis in the Baulkham Hills office on
Thursday nights, Saturdays and Sundays greeting clients, printing travel documents, and
performing office administration tasks. You are very interested in the field of IT support
and you’ve commenced your Certificate II in Information, Digital Media and Technology.
To help you build your knowledge and skills in this area, you perform tasks under the
supervision of Pam King (IT support technician).
Day-to-day responsibilities of all staff
In addition to helping clients who walk into the office, staff at Do it Now Travel have these
other responsibilities:
 maintaining a database of client details
 attending fortnightly team meetings and sharing in taking meeting minutes to
summarise discussion points and actions
 researching travel packages offered by other companies and providing details at
team meetings
 providing innovative ideas to help grow the business
 providing interesting photos and captions of the company’s website
 ensuring work health and safety of all staff.
File structure for storing documentation
Some documents are shared between both offices, e.g., meeting minutes and
templates. Other documents are specific to the individual office, e.g., each office has its
own documentation for client details, campaigns and so on. The following diagram
provides the file structure for Do it Now Travel staff to use when creating documents.

Common
shared
documents
Baulkham
Hills office
Gosford
office
C:
Meeting
minutes
Templates
Client
details
Campaigns
Client
details
Campaigns
Presentations
Budgets
Itineraries
and so on
and so on
Graphics
Baulkham Hills
High
Grammar
School
Christian High
Central Coast
Selective
Procedures

Do it Now Travel policies
Do it Now Travel has a range of policies in place to ensure the work health and safety of
its staff, discount travel, security of client details, safe storage of data, naming
conventions for files and so on.
File naming policy
You’ve already viewed the file structure and to further explain this, any documents for
holiday packages must be stored in the Campaigns folder of the appropriate office. The
campaigns folder will contain sub-folders for each school requesting holiday package.
Files are stored in the appropriate school folder and must use this naming convention: I
(itinerary), B (budget) or P (presentation)-date in the format yyyymmdd-destination.
When you open a folder, you will see file names similar to the following:
Christian High folder (full file path is C:\Gosford office\Campaigns\Christian High)
 B-20131212-Tas.xlsx
 I-20131212-Tas.docx
 P-20131212-Tas.pptx
Grammar School folder (full file path is C:\Baulkham Hills office\Campaigns\
Grammar School)
 B-20130125-Brooome.xlsx
 B-20130720-Gold Coast.xlsx
 I-20130720-Gold Coast.docx
The common shared documents folder contains templates and other useful resources
such as a documentation folder which contains information for staff working at Do it
Now Travel. These documents will have file names similar to the following. The four
keywords the file names start with are procedure, checklist, information or presentation.
Version numbers are also used.
 procedure-calling in sick-v1.0.docx
 checklist-cleaning the office-v2.0.xlsx
 information-booking system-v2.2.docx
 presentation-booking annual leave-v1.0.pptx
Copyright policy (abridged)
Do it Now Travel takes copyright infringement very seriously. Staff have access to vast
number of graphics and pictures that can be used when creating presentations and
itineraries. If you cannot find a suitable picture, you are permitted to copy one you find
on Google Images. However, you must provide the website link that you see when you
click on an image. For example:

(Source: http://www.livelingua.com/blog/language-barrier-travel-tips/)
WH&S policy
This document outlines the Work Health & Safety (‘WH&S) policy-governing employees
of the Do it Now Travel.
General
The work health and safety of all persons employed within the offices and those visiting
the offices and are considered to be of utmost importance. Resources in line with the
importance attached to work health and safety will be made available to comply with all
relevant Acts and Regulations and to ensure that the workplace is safe and without risk
to health.
WH&S Committee Responsibility
The promotion and maintenance of occupational health and safety is primarily the
responsibility of the WH&S Committee. Management at all levels is required to
contribute to the health and safety of all persons in the workplace. To this end, it is the
responsibility of management to develop, implement and keep under review, in
consultation with its employees, the organisation’s WH&S Program.
Specific Responsibilities
a) Management
Each manager is required to ensure that this policy and the WH&S Program is
developed and adhered to, and to support the WH&S Committee and hold them
accountable for their specific responsibilities.
b) WH&S Committee
Each WH&S Committee member is responsible, and will be held accountable, for taking
all practical measures to ensure:
 WH&S Program compliance;
 that employees are supervised and trained to meet their requirements under this
Program;

 that employees are consulted in issues which affect their health and safety and
any concerns they may have are referred to management.
c) Employees
All employees are required to co-operate with the WH&S Policy and Programs to
ensure their own health and safety and the health and safety of others in the workplace.
Work Health & Safety Program
In order to implement the general provisions of this policy, a program of activities and
procedures will be set up, continually updated and effectively carried out. The program
will relate to all aspects of occupational health and safety including:
 WH&S training and education
 provision of information to employees, and contractors
 development of safe work procedures, emergency procedures and drills
 provision of WH&S equipment, services and facilities
 regular workplace inspections and evaluations
 reporting and recording of incidents, accidents, injuries and illnesses.
Commitment
Do it Now Travel fosters open and effective communication and recognises its vital role
for good industrial relations, quality management and effective management of WH&S.
Consultation and communication enables Do it Now Travel to meet organisational and
legal requirements on consultation and ensure all employees have a genuine
opportunity to effectively participate in decision making on matters with potential to
affect their environment.
Staff Consultation and Communication
Do it Now Travel has an open door policy. Any staff member at any time may approach
management, WH&S Chairperson or other WH&S Committee member with any
concerns or suggestions. The WH&S Chairperson will refer any issues raised to the
WH&S Committee and ensure that action is noted in the minutes of the meeting.
Minutes will be posted in the HR policies folder on the network.
Visitors and contractors will be encouraged to use the Hazard Report Form to notify the
WH&S Committee of issues needing to be addressed. The Hazard Report Form will be
available from the Office Manager or WH&S Chairperson, and can be found in the HR
policies folder on the network. Information about this form will be included in the Staff
Induction Manual.

Review of Consultation Arrangements
It has been agreed by management that these WH&S consultation arrangements will be
monitored and reviewed on a biannual basis. This will ensure that consultation with all
members of staff is effective and that all safety issues are being addressed.
Schedule 1: WH&S Committee: Sandy Griffiths - Chair
Sebastian Rose
Pam King
Damian Lockhart
Sarah Cornwall
Documentation requirements
Style manual
Do it Now Travel uses the AGPS Style Manual for Authors, Editors and Printers.
Templates
All documents for Do it Now Travel need to be consistent in their style and image. All
staff need to use the following attached templates.
Note to students: If you do not have Microsoft Office 2010, you will need to use an
equivalent application but these templates might not be visible. You will need to create
your own documents similar to the following PDF files.
End of assessment