Assessment Plan for TAEASS401: Recognition of Prior Learning (RPL)

This document is an RPL (Recognition of Prior Learning) assessment plan created for the TAEASS401 unit, which focuses on planning assessment activities and processes. The plan outlines the purpose of the assessment, target group, and context, emphasizing the use of RPL within a competency-based assessment system. The plan includes details about the specific needs of the assessed individual, personnel involved, and the required assessment information and evidence, such as references and how they will be used to address specific elements. The assessment involves written and practical components, with instructions and instruments for each. The document also includes a role play/scenario/observation task template and checklist, as well as an assessor guide, providing a comprehensive framework for the assessment process. This assignment is designed to assess the skills and knowledge of teachers with prior skills in assessing in VET and it is completed within the IVET Group, as part of the Certificate IV in Training and Assessment program.

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 PUATEA004D Work effectively in a public safety
organisation
Purpose of the assessment This unit covers the competency required to manage own work
and to work effectively with other personnel in a public safety
organization.
This unit applies to a person who works in a public safety
organization and who is responsible for managing their own
work priorities and working with others.
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.
Personnel involved in the assessment process? Amanda Armstrong
Assessment information and evidence requirements
Assessment methods
Assessment instruments required for
each method
Unit requirements
this meets (PC1.2,
PE2, KE4 etc.)
Written questions See mapping at end

2HUMAN RESOURCE MANAGEMENT
1 Written test Instructions for candidate
Marking guide for assessor
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
assessment
Desk, chair, computer
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

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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 impact
on assessment activities being conducted
No additional health and safety issues are expected for 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.

4HUMAN RESOURCE MANAGEMENT

5HUMAN RESOURCE MANAGEMENT
Step 2 - Assessment Instructions and Instruments
DEVELOP THE ASSESSMENT - Assessment Task Instructions
ASSESSMENT TASK INSTRUCTIONS
Unit code and title PUATEA004D Work effectively in a public safety organisation
Workplace/Location Classroom/ Simulated office environment
Purpose of assessment This unit covers the competency required to manage own work and to
work effectively with other personnel in a public safety organization. This
unit applies to a person who works in a public safety organization and who
is responsible for managing their own work priorities and working with
others.
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
internet
Assessment 2

6HUMAN RESOURCE MANAGEMENT
ASSESSMENT TASK INSTRUCTIONS
Resources required:
PC and Microsoft Office
communication devices like phone or radio communication devices
Tables and chairs
Internet access
industry codes of practice
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 students needs to go through a set of 10 questions as
well as write the correct answers in the space provided.

7HUMAN RESOURCE MANAGEMENT
ASSESSMENT TASK INSTRUCTIONS
The chief aim of the assessment is to assess the skills as well as knowledge
of the students gained throughout the course. The mentioned assessment is
comprised of a series of question that is being designed for allowing the
students to demonstrate competence in the unit
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
Students are required to effectively demonstrate the use of fire
extinguishing devices in a simulated scenario. Clear instruction will be
provided to them and they have to act on the basis of the information
provided. Along with this, they need to identify the factors that had the
potential to adversely affect the productivity and performance of the
organization. This information needs to note down in a paper. Next they
need to identify the specific supports needed and then communicate clearly

8HUMAN RESOURCE MANAGEMENT
ASSESSMENT TASK INSTRUCTIONS
to the appropriate person.
The mentioned test is a close book test and needs to be completed within
70 minutes
Resources required:
PC and Microsoft Office
fire extinguishing devices like fire extinguishers, break glass hammer, Fire
Extinguisher Gauge Wrench
communication devices like phone or video communication devices
Tables and chairs
Internet access
industry codes of practice
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

9HUMAN RESOURCE MANAGEMENT
ASSESSMENT TASK INSTRUCTIONS
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
Response to the written questions
Assessment task 2
Response to the simulated situations that will be provided to them.
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

10HUMAN RESOURCE MANAGEMENT
ASSESSMENT TASK INSTRUCTIONS
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.
Assessor name Date
Assessor signature

11HUMAN RESOURCE MANAGEMENT
Role Play/Scenario/Observation Task Template
ROLE PLAY / SCENARIO/OBSERVATION TASK
Students are required to effectively demonstrate the use of fire extinguishing devices in a simulated
scenario. Clear instruction will be provided to them and they have to act on the basis of the information
provided. Along with this, they need to identify the factors that had the potential to adversely affect the
productivity and performance of the organization. This information needs to note down in a paper. Next
they need to identify the specific supports needed and then communicate clearly to the appropriate
person.
The mentioned test is a close book test and needs to be completed within 30 minutes
PC and Microsoft Office
fire extinguishing devices like fire extinguishers, break glass hammer, Fire Extinguisher Gauge Wrench
communication devices like phone or video communication devices
Tables and chairs
Internet access
industry codes of practice
Task 1: effectively using the fire extinguishing devices
Students are required to effectively demonstrate the use of fire extinguishing devices in a simulated
scenario. Clear instruction will be provided to them and they have to act on the basis of the information
provided. Along with this, they need to identify the factors that had the potential to adversely affect the
productivity and performance of the organization
Task 2: communicating clearly with appropriate individual
Students are required to note down the needs of the organization note = in a paper. Next they need to
identify the specific supports needed and then communicate clearly to the appropriate person.

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Conditions of Assessment
 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.
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 have identified the
factors affecting work requirements,
their impact is assessed and action is
taken to ensure work requirements are
met.
3
The students have demonstrated the

13HUMAN RESOURCE MANAGEMENT
skill of assessing and priorities are set
within allocated time
4
The students have developed the skill
of monitoring their own work in order
to ensure compliance with the
organizational requirements.
5
The students have identified the
appropriate person from whom the
support is needed.
6
Tasks are completed and results are
achieved with
minimum supervision
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

14HUMAN RESOURCE MANAGEMENT
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 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.

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Role-play/Scenario/Observation task details:

16HUMAN RESOURCE MANAGEMENT
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
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

17HUMAN RESOURCE MANAGEMENT
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

18HUMAN RESOURCE MANAGEMENT
Written Questions Template
Written questions
Assessment 1
The chief aim of the assessment is to assess the skills as well as knowledge of the students gained throughout the
course. The mentioned assessment is comprised of a series of question that is being designed for allowing the
students to demonstrate competence in the unit.
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 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.

19HUMAN RESOURCE MANAGEMENT
Question 1
Name some of the major public safety services provided to public in Australia?
 Satisfactory  Not satisfactory
Question 2
Why is it crucial to understand the factors that are affecting the work requirements of the public safety services?
 Satisfactory  Not satisfactory
Question 3
Why is crucial to conduct all time keeping accordance with the organizational policies, procedures as well as
standards?
 Satisfactory  Not satisfactory
Question 4
what is the importance of training and development?
 Satisfactory  Not satisfactory
Question 5
How can stress effect the productivity of an employee?
 Satisfactory  Not satisfactory
Question 6

20HUMAN RESOURCE MANAGEMENT
List some of the measures to deal with stress due to work overload?
 Satisfactory  Not satisfactory
Question 7
why is it crucial to maintain good relationship within the employees in an public health and safety organization?
 Satisfactory  Not satisfactory
Question 8
How can conflict in an organization be mitigated?
 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.

21HUMAN RESOURCE MANAGEMENT
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.
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

22HUMAN RESOURCE MANAGEMENT
 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
as a verbal speech or other methods of relaying information within an organization.
Question 1
Name some of the major public safety services provided to public in Australia?
Some of the public safety services that are provided in Australia includes Paramedics, Fire fighters,
code enforcement officers as well as administrative staffs.
 Satisfactory  Not satisfactory
Question 2
Why is it crucial to understand the factors that are affecting the work requirements of the public safety
services?
This is important since assessing the factors that are adversely affecting the organizations requirement
will help the employees as well as the management to deal with the same.
 Satisfactory  Not satisfactory
Question 3
Why is crucial to conduct all time keeping accordance with the organizational policies, procedures as

23HUMAN RESOURCE MANAGEMENT
well as standards?
Policies are important since they address pertinent issues, like what constitutes acceptable behavior by
employees. Procedures, on the other hand, clearly define a sequence of steps to be followed in a consistent
manner, such as how the organization will respond to any policy violations.
 Satisfactory  Not satisfactory
Question 4
What is the importance of training and development?
a training program allows the management to strengthen the skills of each of the employees so that they
can provide effective service brings all the employees s to the public. Development program, on the
other hand, brings the entire employee at a certain level where all of them possess similar skills as well
as knowledge this helps in reducing any weak links within the organization who rely on others for
completing basic work tasks.
 Satisfactory  Not satisfactory
Question 5
How can stress affect the productivity of an employee?
Workplace Stress Leads To Less Productive Employees. According to researchers, excessive workload
results and stress which in turn enhance the rate of disengagement as well as absenteeism. These two
can be considered as clear indicators low productivity.
 Satisfactory  Not satisfactory
Question 6

24HUMAN RESOURCE MANAGEMENT
List some of the measures to deal with stress due to work overload?
1.idenntifying the stresses
developing healthy responses
Establishing boundaries
Incorporating strategies like work from home and leaves
Maintaining effective communication with the employees
 Satisfactory  Not satisfactory
Question 7
why is it crucial to maintain good relationship within the employees in an public health and safety
organization?
1. improves productivity
2. creates word friendly atmosphere
3. enhances the revenue of the organizations
4. enhances the loyalty of the employees towards the organization
5. enhances the motivation of the employees

25HUMAN RESOURCE MANAGEMENT
 Satisfactory  Not satisfactory
Question 8
How can conflict in an organization be mitigated?
1. Provide conflict resolution training
2. Provide communication skills training
3. Help staff develop positive work relationships
4. Implement team building activities
5. Develop strong communication channels
 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.

26HUMAN RESOURCE MANAGEMENT
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.

27HUMAN 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: PUASES012A Work as a team member in an emergency operations centre
List all documents that are to be reviewed as part of this process
Assessment plan
Role Play with observation checklist (students and assessor instructions)
Written Questions (students and assessor instructions
Review Question Y/N/NA Comments and suggestions
a) The unit of competency is sufficiently addressed
including:
 performance criteria
 performance evidence
Y

28HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
 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
The assessment methods and arrangements used
match all details provided in the Assessment Plan
Y

29HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
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
The assessments allow for collection of sufficient
quality and quantity of evidence
Y

30HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
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
The assessment tools allow for collection of
sufficient quality and quantity of evidence
Y

31HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
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: Amanda 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

32HUMAN RESOURCE MANAGEMENT
Step 4 - Trialling assessment tools
Comments:
Amanda 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.
Amanda has felt that the assessment was set in a well structured manner. A good number of
questions relevant to the unit as been provided. Along with this, the assessor information was also
highly detailed and provides sufficient assistance to the assessor with the help of the assessor
handbook. No major issues have been pointed out by Amanda.
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.”.
no changes were required

33HUMAN RESOURCE MANAGEMENT

34HUMAN RESOURCE MANAGEMENT
Mapping
Element/ Performance Criteria
1. Manage own work
PUATEA004D Work effectively in a public safety organisation
Unit Summary
This unit covers the competency required to manage own work and to work effectively with other
personnel in a public safety organization. This unit applies to a person who works in a public safety
organization and who is responsible for managing their own work priorities and working with others.
Assessment Type
Summative Assessment
Assessment Methods
Assessment One On line assessment
Assessment Two Offline assessment
A range of assessment methods will be used to assess this unit of competency including observation and
oral and written questioning to assess knowledge.

35HUMAN RESOURCE MANAGEMENT
AT1 AT2
1.1 Instructions are understood, acknowledged and
Implemented.
1,3,5
Practical task
1.2 Factors affecting work requirements are
identified their impact is assessed and action is
taken to ensure work requirements are met.
1, 4
Practical task
1.3 Work load is assessed and priorities are set
within allocated timeframes.
2,5 Practical task
1.4 Own work is monitored to ensure compliance
with organizational requirements.
6, 8 Practical task
1.5 Need for additional support is communicated
clearly to appropriate person.
2,5 Practical tasks
1.6 Tasks are completed and results are achieved
with minimum supervision
1,2 Practical task
1.7 Conduct is at all times in accordance with
organisational policies, procedures and
standards.
4,6 Practical task

36HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
2. Develop and maintain own expertise
AT1 AT2
2.1 Workplace information is accessed and
clarification is sought where necessary.
1,3
written task
2.2 Currency of required licenses and certificates
is maintained. 2
Practical Task
2.3 Training and development needs relevant to
area of work are identified in conjunction with
supervisor and are followed up with relevant
personnel.
2,4 Written task
2.4 Programs are participated in to ensure level of
expertise meets organisational requirements.
2 Practical task

37HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
3. Maintain work effectiveness
AT1 AT2

38HUMAN RESOURCE MANAGEMENT
3.1 Organisational policies and procedures
relating to work performance are understood
and issues with own wellbeing or performance
are discussed with supervisor.
3,6,7,10 written task
3.2 Signs of personal stress are recognized and
managed and action is taken to ensure
continued work effectiveness.
1, 2, 4
written task
3.3 Peer support is sought when required. 8, 9 Written task
3.4 Information is distributed within the
operations
centre in accordance with organizational
policies and
procedures
8,9 Written task

39HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
4. Promote cooperation
AT1 AT2
4.1 Responsibilities and duties are undertaken in a
positive manner to promote cooperation and
good relationships.
7
written task
4.2 Communication with others is conducted in a
courteous manner appropriate to the purpose,
situation and relationship with the receiver
5,6 written task
4.3 Problems and conflict are recognized and
resolved through agreed and accepted
processes.
1,2,4 written task
4.4 Contribution of individuals of different age,
gender and social and cultural backgrounds are
recognized and accessed.
7,8 Written task

40HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
5. Contribute to improving workplace and quality
of outcomes

41HUMAN RESOURCE MANAGEMENT
AT1 AT2
5.1 Workplace issues are raised with appropriate
personnel and contribution is made to resolve
issues in accordance with workplace
procedures
1,3,5
written task
5.2 Work related meetings and workplace
committees are attended/contributed to in line
with level of responsibility.
1, 2, 4
written task
5.3 Suggestions for improvements in work
practices and procedures are made.
2,5 Written task
5.4 Agreed changes to improve work outcomes
are implemented.
6,8 Written task

42HUMAN RESOURCE MANAGEMENT

43HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
4. Close an operations centre
AT1 AT2
4.1 Records and information are filed in
accordance with SOPs
7
written task