HOW TO USE THIS RPL ASSESSOR KIT - Velg Training
RPL Assessor Kit
CUE50403
Diploma of Venues and Events
Editable version
Skills First RPL Assessor Kits are developed by the State of Queensland (Department of Education, Training and the Arts) and are based on the Skills First philosophy of providing client focussed, streamlined, and flexible RPL.
The State of Queensland (Department of Education, Training and the Arts) is the copyright owner of material contained within the original RPL Assessor Kit.
Permission is given to Registered Training Organisations to use, reproduce and adapt this RPL Assessor Kit for their organisation’s RPL assessment purposes, provided such use, reproduction or adaptation is for non-commercial purposes.
The State of Queensland (Department of Education, Training and the Arts) disclaims any liability for any damage resulting from the use of the material (in either original or modified format) and will not be responsible for any loss, howsoever arising, from use of, or reliance on this material.
The original version of this RPL Assessor Kit is available free of charge at
If you would like any further information, please email rpl@deta..au
|HOW TO USE THIS RPL ASSESSOR KIT |
This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:
SECTION A – Assessor Information
You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.
SECTION B – Candidate Information and Application Forms
You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.
SECTION C – Competency Conversation
You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.
SECTION D – Practical Tasks and Observation Recording Sheets
You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.
SECTION E – Resources for Practical Tasks
You use this section to access required resources for performing practical tasks and scenarios.
SECTION F – Third Party Verification
You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.
SECTION G – Assessment Tables
You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.
SECTION A
Assessor Information
It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.
|ADVICE FOR ASSESSORS |
This RPL Assessor Kit streamlines the RPL assessment process for the Diploma in Venues and Events by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.
IMPORTANT ASPECTS TO REMEMBER:
A sound knowledge of assessment and the qualification is essential
It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.
Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.
Assessment involves judgement
This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.
The tool also provides observable tasks to allow candidates to demonstrate skills.
Authentication/verification is integral to RPL assessment
It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.
Recording assessment is critical
Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.
The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.
Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:
To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.
To access further information on the Australian Qualifications Framework, you can visit:
Employability Skills
Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a learner’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.
To access further general information on employability skills, refer to Employability Skills: From framework to practice, at:
|COMPETENCIES IN THIS RPL ASSESSMENT TOOL |
CUE50403 DIPLOMA IN VENUES AND EVENTS
CORE UNITS
|Unit Code |Unit Title |Questions |Practical |
|BSBADM502B |Manage meetings |( |( |
|BSBMGT502B |Manage people performance |( |( |
|CUSADM06A |Develop and implement an operational plan |( |( |
|CUEFIN02C |Manage a budget |( |( |
|CUEOHS01C |Implement workplace health, safety and security procedures |( |( |
|THHGLE22A |Manage risk |( |( |
|CUEIND01C |Source and apply entertainment industry knowledge |( |( |
ELECTIVE UNITS
|Unit Code |Unit Title |Questions |Practical |
|BSBCUS501A |Manage quality customer service |( |( |
|CUEFOH06C |Manage venue services |( |( |
|THTFME02B |Provide onsite event management services |( |( |
|CUETEM09B |Manage diversity |( |( |
|SRXEVT001B |Coordinate guest/delegate registrations at venues |( |( |
|BSBWOR402A |Promote team effectiveness |( |( |
|THHGLE06B |Monitor staff performance |( |( |
|THTFME06A |Manage event contractors |( |( |
|CUEFOH10B |Monitor entry into a venue |( |( |
|CUECOR02C |Work with others |( |( |
|CUFPPM408A |Compile production schedules |( |( |
|WRRS1B |Sell products and services |( |( |
|CUEFOH09B |Provide venue information and assistance |( |( |
|CUECOR01C |Manage own work and learning |( |( |
|BSBPMG510A |Manage projects |( |( |
|THHGLE05B |Roster staff |( |( |
|SRXFAC003B |Implement facility maintenance programs |( |( |
|OVERVIEW OF RECOGNITION PROCESS |
This kit has been developed to streamline the application for recognition of prior learning.
|RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS |
|STEPS IN THE RPL PROCESS |
1. Complete application
The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the Venues and Events industry as is available.
Documents that may be available include but are not limited to:
← any licences
← brief CV or work history
← certificates/results of assessment
← indentures/trade papers
← certificates/results of assessment – interstate/overseas
← certificates/results of assessment – universities
← results/statement of attendance/certificates – vendor training courses, in-house courses, workshops, seminars, symposiums
← results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf life saving, etc
← tickets held eg forklift, crane, etc
← photographs of work undertaken
← diaries/task sheets/job sheets/log books
← site training records
← site competencies held record membership of relevant professional associations
← hobbies/interests/special skills outside work
← references/letters from previous employers/supervisors
← industry awards
← any other documentation that may demonstrate industry experience
Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.
To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.
2. Interview about candidate’s documentary information
Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualification:
CUE50403 Diploma of Venues and Events
The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.
There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.
3. Questions for the Competency Conversation
The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.
Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.
It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.
4. Practical assessment tasks
It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.
This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.
This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.
You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.
Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.
NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.
Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.
5. Gap training
RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.
Not all candidates will have skill/knowledge gaps.
If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.
|EVIDENCE REVIEW |
Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.
It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.
(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)
|Unit Code |Unit Title |Questions |Practical |Documents |3rd Party |Other |
| | | | | |Report |evidence |
|BSBADM502B |Manage meetings | | | | | |
|BSBMGT502B |Manage people performance | | | | | |
|CUSADM06A |Develop and implement an operational plan | | | | | |
|CUEFIN02C |Manage a budget | | | | | |
|CUEOHS01C |Implement workplace health, safety and security procedures | | | | | |
|THHGLE22A |Manage risk | | | | | |
|CUEIND01C |Source and apply entertainment industry knowledge | | | | | |
| | | | | | | |
|BSBCUS501A |Manage quality customer service | | | | | |
|CUEFOH06C |Manage venue services | | | | | |
|THTFME02B |Provide onsite event management services | | | | | |
|CUETEM09B |Manage diversity | | | | | |
|SRXEVT001B |Coordinate guest/delegate registrations at venues | | | | | |
|BSBWOR402A |Promote team effectiveness | | | | | |
|THHGLE06B |Monitor staff performance | | | | | |
|THTFME06A |Manage event contractors | | | | | |
|CUEFOH10B |Monitor entry into a venue | | | | | |
|CUECOR02C |Work with others | | | | | |
|CUFPPM408A |Compile production schedules | | | | | |
|WRRS1B |Sell products and services | | | | | |
|CUEFOH09B |Provide venue information and assistance | | | | | |
|CUECOR01C |Manage own work and learning | | | | | |
|BSBPMG510A |Manage projects | | | | | |
|THHGLE05B |Roster staff | | | | | |
|SRXFAC003B |Implement facility maintenance programs | | | | | |
| | | | | | | |
Assessor’s Name:
Assessor’s Signature:
Date:
SECTION B
Candidate Information and Application Forms
You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.
|WHAT DOES IT MEAN TO BE RECOGNISED IN THE VENUES AND EVENTS INDUSTRY? |
The Diploma of Venues and Events provides the skills and knowledge for people currently employed within the venue and events industry and/or those wishing to progress toward a career in managing venues and/or events. It covers a wide range of areas to give the individual the opportunity to understand the skills required in undertaking the management of an event or the management of a venue.
Location can be for indoor or outdoor events and includes project planning, marketing, operational, technical, budgetary and management issues faced within an event or facility as well as the legislation which underpins our Duty of Care.
People with this qualification are able to work in a broad range of organisations where events are produced or staged. Opportunities can range from managing a community event or community facility to large-scale events in theatrical, cultural, entertainment, tourist and/or sporting venues.
The Diploma and the success of individual graduates will allow for a more equitable playing field within the venue and events industry as it will provide an assessment tool for those people wishing to relocate from one venue/event to another.
|TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION |
To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.
Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.
Here are some tips and hints for you:
1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.
2. Bring your position description and any performance appraisals you have from any venues or events facilities you have worked in.
3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?
4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.
5. Collect any certificates from in-house training or formal training you have done in the past.
6. You can speak with your training organisation about other ways you can show your skills in the venues and events industry. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.
|STEPS IN THE RPL PROCESS |
Step 1 – Provide information of your skills and experience
Complete the attached forms and provide as much information of your previous experience in the venues and events industry as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:
General employment documents
← brief CV or work history
← position descriptions
← certificates/results of assessment
← details of in house courses, workshops, seminars, orientation or induction sessions
← references/letters from previous employers/supervisors
Workplace documents
← any licences
← brief CV or work history
← certificates/results of assessment
← indentures/trade papers
← certificates/results of assessment – interstate/overseas
← certificates/results of assessment – universities
← tickets held eg forklift, crane, etc
← photographs of work undertaken
← diaries/task sheets/job sheets/log books
← site training records
← site competencies held record
← membership of relevant professional associations
← hobbies/interests/special skills outside work
← references/letters from previous employers/supervisors
← industry awards
← any other documentation that may demonstrate industry experience
Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.
You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.
Step 2 – Conversation with Assessor
An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer venues and events industry related questions to identify your current skills.
Step 3 – Practical demonstration of your skills
The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.
Further steps
After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.
|APPLICATION – Self Assessment Questionnaire |
|CUE50403 Diploma in Venues and Events |
Candidate Name: Date Completed:
Please identify your level of experience in each competency.
|Unit Code |Unit Title |I have performed these tasks |
| | |Frequently |Sometimes |Never |
|CORE UNITS |
|BSBADM502B |Manage meetings | | | |
|BSBMGT502B |Manage people performance | | | |
|CUSADM06A |Develop and implement an operational plan | | | |
|CUEFIN02C |Manage a budget | | | |
|CUEOHS01C |Implement workplace health, safety and security procedures | | | |
|THHGLE22A |Manage risk | | | |
|CUEIND01C |Source and apply entertainment industry knowledge | | | |
|ELECTIVE UNITS |
|BSBCUS501A |Manage quality customer service | | | |
|CUEFOH06C |Manage venue services | | | |
|THTFME02B |Provide onsite event management services | | | |
|CUETEM09B |Manage diversity | | | |
|SRXEVT001B |Coordinate guest/delegate registrations at venues | | | |
|BSBWOR402A |Promote team effectiveness | | | |
|THHGLE06B |Monitor staff performance | | | |
|THTFME06A |Manage event contractors | | | |
|CUEFOH10B |Monitor entry into a venue | | | |
|CUECOR02C |Work with others | | | |
|CUFPPM408A |Compile production schedules | | | |
|WRRS1B |Sell products and services | | | |
|CUEFOH09B |Provide venue information and assistance | | | |
|CUECOR01C |Manage own work and learning | | | |
|BSBPMG510A |Manage projects | | | |
|THHGLE05B |Roster staff | | | |
|SRXFAC003B |Implement facility maintenance programs | | | |
Candidate Signature: Date:
|RPL APPLICATION FORM |
Applicant Details:
|1. Occupation you are seeking recognition in | |
|2 Personal Details |
|Surname | |
|Preferred Title (Mr, Mrs, Ms, Miss) | |
|First Name/s | |
|Any other name used | |
|Home Address | |
| | |
|Postal address if different from above | |
| | |
|Telephone Numbers |Home: |Work: |
| |Mobile: |Fax: |
|Date of Birth | / / |
|Gender |MALE ( / FEMALE ( |
|Age | |
|Are you a permanent Resident of Australia |YES ( / NO ( |
|3 Current Employment |
| |YES ( / NO ( |
|Are you currently employed? | |
| |……………………………………………………… |
|If Yes, in which occupation are you currently employed? | |
| | |
|Who is your current employer? |………………………………………………………. |
|4. Armed Forces details (If Applicable) |
|Branch of Service | |
|Trade classification on discharge | |
|5. Further Training |
|Have you undertaken any training courses related to the |YES ( / NO ( |
|occupation applied for? | |
|If Yes | |
|What occupation were you trained in? | |
|Training completion Date (month, year) | |
|Country where you trained | |
|Name of course and institution (if applicable) | |
|6. Is there any further information you wish to give in| |
|support of your application | |
| | |
| | |
| | |
| | |
| | |
| | |
| | |
|7. Professional Referees (relevant to work situation) |
| | |
|Name |…………………………………………………………………… |
| | |
|Position |…………………………………………………………………… |
| | |
|Organisation |…………………………………………………………………… |
| | |
|Phone Number |…………………………………………………………………… |
| | |
|Mobile Number |…………………………………………………………………… |
| | |
|Email Address |…………………………………………………………………… |
| | |
|Name |…………………………………………………………………… |
| | |
|Position |…………………………………………………………………… |
| | |
|Organisation |…………………………………………………………………… |
| | |
|Phone Number |…………………………………………………………………… |
| | |
|Mobile Number |…………………………………………………………………… |
| | |
|Email Address |…………………………………………………………………… |
|APPLICANT EMPLOYMENT HISTORY FORM |
|Name, Address and Phone |Period of Employment |Position Held |Full Time |Description of Major Duties |
|number of Employers |(DD/MM/YYYY) | |Part-time | |
| | | |Casual | |
| |From |To | | | |
|1. | | | | | |
| | | | | | |
|2. | | | | | |
| | | | | | |
|3. | | | | | |
| | | | | | |
|4. | | | | | |
| | | | | | |
Attach additional sheet if required
If you are including documents in your application, please provide a brief description below
|Document Description |Office Use Only – Assessor to use this section to align documents to specific |
|(e.g. resume, photos, awards etc) |units of competency and identify key questions for competency conversation |
| | |
| | |
| | |
| | |
| | |
Declaration
I declare that the information contained in this application is true and correct and that all documents are genuine.
Candidate Signature: Date
SECTION C
Competency Conversation
This section assists the assessor in documenting the competency conversation.
Do NOT give this section to the candidate.
Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.
Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.
The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.
Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.
|QUESTION BANK |
Note to Assessors: Refer to “Record of Conversation” sheets
|Unit of Competency |Question |
|BSBADM502B |What is your typical process when preparing for meetings? |
|Manage meetings |Describe the process you have used to when conducting meetings to ensure they are most effective? |
| |What follow up arrangements from meetings have you normally adopted? |
|BSBMGT502B |Give an example of when and how you evaluated the performance of your staff. |
|Manage people |Describe a time when you coached or mentored staff to improve performance. |
|performance |What follow-up processes have you used to seek feedback on improved performance? |
|CUSADM06A |Describe an operational plan you have developed. |
|Develop and implement an|Discuss how you implemented, adjusted and subsequently evaluated the plan |
|operational plan | |
|CUEFIN02C |Describe a budget you have formulated and allocated resources to, to achieve business outcomes? |
|Manage a budget |Identify the internal and external factors that impacted on the budget. |
| |Discuss approaches you have undertaken to correct budget overruns. |
|CUEOHS01C |Describe the processes you have followed in developing OH&S policies or procedures for a workplace. |
|Implement workplace |How did you implement the policy? |
|health, safety and |How have you resolved any health and safety issues, concerns, or breaches? |
|security procedures |How have you evaluated the effectiveness of your OH&S policies and procedures? |
| |As a manager, how have you provided an example to others in relation to health, safety and security |
|THHGLE22A |Describe risk management strategies you have developed when preparing events. |
|Manage risk |Give examples of risk management strategies you have implemented in managing events? |
| |How did you monitor the effectiveness of the risk management strategy? |
|CUEIND01C |What resources have you used to source information on the venues and events industry? |
|Source and apply |Give examples of legal and ethical issues in the venues and events industry you have had to obtain information on. |
|entertainment industry |Describe current and emerging technologies you have observed that have had an impact on the venues and events industry.|
|knowledge |What have you done to update your knowledge of the venues and event industry and stay in touch with current issues? |
|BSBCUS501A |Describe how you have investigated, identified and evaluated customer needs |
|Manage quality customer |Explain how you have developed plans and strategies to meet customer needs, including staff training |
|service |Describe how you have evaluated customer service, including reporting systems. |
|CUEFOH06C |Outline the entry procedures you have undertaken prior to opening the doors to the public. |
|Manage venue services |After opening the doors to the public and prior to the main act commencing, describe any problems or issues which arose|
| |and how you dealt with them. |
| |Following the event, describe the procedures you undertook to secure the venue and required reports you had to |
| |complete. |
|THTFME02B |Describe the process you typically followed to prepare for on-site management of an event, including examples. |
|Provide onsite event |What were the important principles that were followed in overseeing the event set-up? |
|management services |How did you monitor the event operations? |
| |Discuss the process you used to oversee the event breakdown |
|CUETEM09B |Discuss your experiences in working with customers/colleagues from diverse backgrounds. How did you deal with |
|Manage diversity |language/communication barriers? |
| |How you have you minimised issues and difficulties that may have occurred because of workplace misunderstandings due to|
| |cultural differences? |
| |Discuss how you have assisted colleagues to appreciate the diversity of your staff. |
|SRXEVT001B |Outline the plan and actions you have used to develop the registration process. |
|Coordinate |Discuss the risks involved in setting up a registration area and how these risks were minimised. |
|guest/delegate |How have you prepared and set up a registration area at an event or venue? |
|registrations at venues |Describe the process of registering a delegate. |
| |What process did you undertake to finalise registration, including materials? |
|BSBWOR402A |What skills and qualities have you found necessary for effective team development? |
|Promote team |What communication strategies have you used in your workplace to ensure good team work? |
|effectiveness |What have you found to be important factors in developing effective team cohesion and why? |
|THHGLE06B |How have you recognised and resolved staff/volunteers performance problems? |
|Monitor staff |How have you monitored changed performance and what feedback mechanisms did you use? |
|performance |Describe your organisation’s policy and procedure in relation to staff/volunteers appraisals. |
| |Can you give an example of when a staff member/volunteer has needed counselling or you have had to go through a |
| |grievance procedures process? |
|THTFME06A |How have you identified event operational requirements? |
|Manage event contractors|Give examples of situations where you have been required to source contractors for events. |
| |Explain the typical process you followed to monitor the contractor’s performance |
|CUEFOH10B |When patrons have been entering the venue, outline the procedures you followed to monitor and maintain a safe & secure |
|Monitor entry into a |venue. |
|venue |Give an example of how you managed the crowd size in your venue. |
| |Describe to me your venue’s evacuation policy and procedures carried out during an event. |
|CUECOR02C |How have you participated in a team work/group? |
|Work with others |Describe how you have developed information and ideas from others. |
| |Discuss how you have worked successfully with others to ensure conflict was minimised and goals were met? |
|CUFPPM408A |What research and consultation process did you undertake to develop a production schedule? |
|Compile production |What factors were involved in compiling the production schedule? |
|schedules |What process did you undertake to get agreement and what procedures did you use to distribute the production schedule? |
|WRRS1B |Discuss how you ensure your product knowledge always remains current and complete. |
|Sell products and |Discuss how you have encouraged customers to purchase products. |
|services |Explain how you have sold the benefits of the product to the customer, including overcoming any objections raised. |
|CUEFOH09B |Describe how a patron accesses information about your venue, event, product or services. |
|Provide venue |Outline how you have greeted patrons and what procedures have you undertaken to assist a patron with special needs? |
|information and |How have you communicated change of information to patrons and staff? |
|assistance | |
|CUECOR01C |What techniques have you used to manage your time in relation to your work role? |
|Manage own work and |How have you managed learning new skills? |
|learning |How have you responded to personal feedback? |
|BSBPMG510A |Discuss an example of a project/event you have managed and how you formulated your project/event plan. |
|Manage projects |In administering a project/event plan, how have you managed risk? |
| |What information have you collected at the final review of a project/event and how was it used to plan for future |
| |projects/events? |
|THHGLE05B |Describe the steps you have taken in rostering staff. How did the roster information flow to the time-sheets and staff|
|Roster staff |records? |
| |When using a software program to roster staff, how effective did you found it? Note: If no computer program used for |
| |rostering, outline how effective your system is. |
|SRXFAC003B |Describe the facility maintenance program in your venue or facility. Why it is in place, what is the frequency of the |
|Implement facility |maintenance program and who is responsible. |
|maintenance programs |When a piece of equipment is reported faulty, describe the procedure to make it operational and safe. |
| |What is the maintenance, monitoring and administrative process required to support the venue’s maintenance program |
|RECORD OF CONVERSATION |
|BSBADM502A Manage meetings |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 1: What is your typical process when preparing for meetings?
Question 2: Describe the process you have used to when conducting meetings to ensure they are most effective?
Question 3: What follow up arrangements from meetings have you normally adopted?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the candidate’s |response addresses|Record other key points and examples from conversation. |
| |response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 1 |Effective communication | | |
| |Standard operating procedures | | |
| |Time management | | |
|Establishes purpose of meeting clearly | | | |
|Establishes style and format of meeting e.g. formal meeting, workshop, brainstorming | | | |
|etc | | | |
|Prepares agenda for meeting in consultation with stakeholders | | | |
|Identifies necessary participants | | | |
|Selects venue with suitable facilities | | | |
|Invites participants in a timely manner | | | |
|Dispatches meeting papers to participants in a timely manner | | | |
|Allocates a minute taker for meeting | | | |
|Question 2 | | | |
|Chairs meeting according to established procedure, or appoints chair to undertake role| | | |
|appropriately | | | |
|Ensures quorum is present if required | | | |
|Conducts meeting in an efficient manner respecting timeframes | | | |
|Facilitates adequate discussion and participation amongst all attendees | | | |
|Ensures voting is conducted according to rules and protocols where appropriate | | | |
|Ensures minutes are correctly recorded | | | |
|Question 3 | | | |
|Prepares and distributes minutes to all participants | | | |
|Refers actions to appropriate officers | | | |
|Formalises any correspondence required | | | |
|RECORD OF CONVERSATION |
|BSBMGT502B Manage people performance |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 4: Give an example of when and how you evaluated the performance of your staff.
Question 5: Describe a time when you coached or mentored staff to improve performance.
Question 6: What follow-up processes have you used to seek feedback on improved performance?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 4 | | | |
| |Equal Employment Opportunity | | |
| |Industrial Relations | | |
| |Anti-Discrimination Act | | |
| |OH & S | | |
| |Environment | | |
| |Industry Awards | | |
| |Certified Agreements | | |
| |Performance measurement systems | | |
| |Unlawful dismissal | | |
|Explains knowledge of relevant legislation | | | |
|Explains the communications skills required to articulate performance | | | |
|standards | | | |
|Assesses risk management skills | | | |
|Assesses planning and organising skills | | | |
|Reviews Code of Conduct | | | |
|Utilises Performance Indicators | | | |
|Utilises work plans | | | |
|Holds regular staff reviews | | | |
|Question 5 | | | |
|Works with staff as role model at an event | | | |
|Provides regular friendly, informal feedback | | | |
|Advises when poor performance | | | |
|Question 6 | | | |
|Prepares written performance improvement agreements | | | |
|Seeks advice from industry specialists | | | |
|Provides recognition of excellent work | | | |
|Coaches and if necessary counsels when performance is poor | | | |
|Terminates staff if on-going poor performance | | | |
|RECORD OF CONVERSATION |
|CUSADM06A Develop and implement an operational plan |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 7: Describe an operational plan you have developed.
Question 8: Discuss how you implemented, adjusted and subsequently evaluated the plan.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the candidate’s |response addresses |Record other key points and examples from conversation. |
| |response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 7: | | | |
| |Policies, procedures and guidelines followed | | |
| |Records and documentation kept as required | | |
| |Research into current and future markets and | | |
| |trends | | |
| |Industry and general issues that affect | | |
| |operations | | |
|Develops to meet changes in the workplace | | | |
|Bases scope and objectives of the operational plan on goals, staff and feedback | | | |
|Consults with colleagues (as required) | | | |
|Considers financial and administrative framework | | | |
|Ensures timelines, reporting and evaluation procedures all embedded within plan | | | |
|Includes communication strategies in plan | | | |
|Considers resources | | | |
|Prepares future marketing plans | | | |
|Internal and external factors may include – changes to legislation, changes to client | | | |
|base, economic climate, feedback, changes to product/s, targets, seasonal variations, | | | |
|governmental issues, technology, industrial relations, competition, trends, | | | |
|regulation, standards, codes of practice, best practice, social and cultural issues, | | | |
|productivity, staffing issues | | | |
|Question 8 | | | |
|Discusses change management process with staff (if applicable) | | | |
|Outlines Implementation procedures | | | |
|Describes any adjustments required during implementation (if applicable) | | | |
|Describes evaluation methods – qualitative or quantitative | | | |
|RECORD OF CONVERSATION |
|CUEFIN02C Manage a budget |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 9: Describe a budget you have formulated and allocated resources to, to achieve business outcomes?
Question 10: Identify the internal and external factors that impacted on the budget.
Question 11: Discuss approaches you have undertaken to correct budget overruns.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP and|Identify whether a practical assessment is warranted. |
| | |IR | |
|Question 9 | | | |
| |Legislative requirements eg funding body| | |
| |guidelines/disbursement of funds/record | | |
| |keeping | | |
| | | | |
| |GST knowledge | | |
| | | | |
| |Company policies and procedures | | |
| | | | |
| |Financial administrative procedures | | |
| | | | |
| |Effective financial management | | |
| | | | |
| |Effective contract management | | |
|Demonstrates knowledge of basic budget principles, such as reporting process | | | |
|for income and expenditure | | | |
|Identifies scope/nature of activity (eg project outcomes, required profit | | | |
|margin, service levels, etc) | | | |
|Conducts research (eg historic data, revenue / expenditure patterns, financial| | | |
|proposals, price movements, economic conditions) | | | |
|Identifies major expenditure items for activity or project | | | |
|Obtains input from staff / specialists / data analysts | | | |
|Selects appropriate budget format (cash vs accrual, zero base vs historical, | | | |
|etc) | | | |
|Formulates revenue and expenditure estimates | | | |
|Formulates parameters, high/low ranges, deviation limits, worst case | | | |
|scenarios, contingency planning, etc | | | |
|Allocates budget to each line item (supported by working papers) | | | |
|Negotiates draft budget with management | | | |
|Refines estimates within parameters set by senior management | | | |
|Presents final to management | | | |
|Develops monthly/quarterly forecasts to aid monitoring | | | |
|Uses correct accounting language such as receipt, delivery docket, invoice, | | | |
|statement, income and expenditure statement, profit and loss, balance sheet. | | | |
|Question 10 | | | |
|Describes current prices of goods and services | | | |
|Discusses current economic climate | | | |
|Outlines future need and demand | | | |
|Discusses objectives of workplace (project/program etc) | | | |
|Gives timing and timeframes | | | |
|Describes staffing and HR issues | | | |
|Describes changes to legislation, regulations, code of practices | | | |
|Outlines details of funding body | | | |
|Ensures regular accrual attributions (if necessary) to ensure accurate | | | |
|reporting | | | |
|Examines financial data against forecasts (monthly, quarterly, annually) | | | |
|Identifies ‘lags’ or cyclical events | | | |
|Identifies areas for improvement | | | |
|Acts on positive or negative variances (reassess forecasts, revisit working | | | |
|papers, develop action plans to get budget on-track, etc) | | | |
|Prepares budget report with recommended actions for management | | | |
|Question 11 | | | |
|Examples may refer to various corrective strategies: eg. debtor management, | | | |
|sourcing from alternative/cheaper suppliers, refine costing tools, management | | | |
|of fixed/variable expenditure, inventory management, asset purchase vs. lease,| | | |
|review of operating procedures, yield management, sales performance etc | | | |
|RECORD OF CONVERSATION |
|CUEOHS01C Implement workplace health, safety and security procedures |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 12: Describe the processes you have followed in developing OH&S policies or procedures for a workplace.
Question 13: How did you implement the policy?
Question 14: How have you resolved any health and safety issues, concerns, or breaches?
Question 15: How have you evaluated the effectiveness of your OH&S policies and procedures?
Question 16: As a manager, how have you provided an example to others in relation to health, safety and security
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 12 | | | |
|Gives examples of policies: environment, product or services, equipment, |OH & S | | |
|manual handling, security, emergency and fire response, risk assessment |Industry Codes of Practice | | |
|procedures |Regulation and Codes of Practice | | |
| |relating to Hazards present | | |
| |Australian Standards | | |
| |Workplace procedures | | |
| |Company policies and procedures | | |
|Conducts background research (legislation requirements, Codes of Practice, | | | |
|Australian Standards, recognised industry standards and other guidance | | | |
|material, national industry requirements , injury statistics for the industry,| | | |
|workers’ compensation statistics for the industry ) | | | |
|Identifies risks by consulting with others (health and safety | | | |
|advisor/committees, human resource personnel, management, operational staff) | | | |
|Consults with or surveys staff | | | |
|Analyses records (eg. incidents reports, worker complaints, sick leave and | | | |
|staff turnover) | | | |
|Performs risk assessment | | | |
|Identifies hazard/risk control and monitoring measures | | | |
|Walks through and inspect premises and conducts safety audit | | | |
|Identifies any areas for improvement | | | |
|Develops policy and procedures | | | |
|Question 13 | | | |
|Develops an action plan to control hazards | | | |
|Forms OH&S representatives/committees | | | |
|Provides training and awareness to all staff | | | |
|Implements ongoing communication strategies (eg: newsletters, meetings, | | | |
|induction) to inform staff of changes to legislation, regulations, codes of | | | |
|practice, enterprise procedures, etc | | | |
|Ensures staff have access to equipment and personal protective equipment (PPE)| | | |
|Implements monitoring and reporting processes | | | |
|OH&S as standard agenda item at meetings | | | |
|Question 14 | | | |
|Consults with others – individual communication, speedy follow-up to issue | | | |
|identification, follow up on outcomes | | | |
|Gives feedback to management | | | |
|Follows workplace reporting requirements | | | |
|Arrange training as appropriate | | | |
|Question 15 | | | |
|Undertakes evaluation according to polices and procedures | | | |
|Examines rates of illness and injury – prevention, recording etc | | | |
|Examines statistics, records etc | | | |
|Consults with key staff and others | | | |
|Implements improvements as a result of evaluation | | | |
|Question 16 | | | |
|Acts as role model to staff and clients | | | |
|Participates in training specific to OH&S | | | |
|Uses PPE and equipment appropriately | | | |
|Seeks advice/provides advice to others | | | |
|Follows policies and procedures | | | |
|Identifies, reports breaches of OH&S and security | | | |
|Reports to appropriate personnel | | | |
|Behaves in a safe and responsible manner | | | |
|RECORD OF CONVERSATION |
|THHGLE22A Manage risk |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 17 Describe risk management strategies you have developed when preparing events.
Question 18 Give examples of risk management strategies you have implemented in managing events?
Question 19 How did you monitor the effectiveness of the risk management strategy?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the candidate’s |response |Record other key points and examples from conversation. |
| |response |addresses KP and |Identify whether a practical assessment is warranted. |
| | |IR | |
|Question 17 |Compliance with occupational health and | | |
| |safety | | |
| |Legal compliance | | |
| |Effective financial management | | |
| |Effective contract management | | |
|Demonstrates experience in identifying and documenting risks | | | |
|Conducts probability and likelihood assessment | | | |
|Develops strategies for minimising risks | | | |
|Develops contingency plans | | | |
|Develops communication mechanisms e.g. incident reporting | | | |
|Undertakes training and communication | | | |
|Question 18 | | | |
|Describes situations requiring risk monitoring | | | |
|Explains risk minimisation action taken in regard to safety, legal, financial and | | | |
|operations. | | | |
|Describes risk minimisation across a range of activities e.g. offices, kitchens, bars | | | |
|and restaurants, accommodation establishments, event venues, outdoor event venues, | | | |
|natural environments, grandstands, mosh pits, racecourses, attractions and theme | | | |
|parks, aquatic venues. | | | |
|Question 19 | | | |
|Includes evaluation of risk in project plan | | | |
|Implements effective incident reporting | | | |
|Feeds information on risk management into the organisation's overall health, safety | | | |
|and security planning processes | | | |
|RECORD OF CONVERSATION |
|CUEIND01C Source and apply entertainment industry knowledge |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 20: What resources have you used to source information on the venues and events industry?
Question 21: Give examples of legal and ethical issues in the venues and events industry you have had to obtain information on.
Question 22: Describe current and emerging technologies you have observed that have had an impact on the venues and events industry.
Question 23: What have you done to update your knowledge of the venues and event industry and stay in touch with current issues?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 20 | | | |
| |OH & S | | |
| |Rights, roles and responsibilities of | | |
| |employers and employees | | |
| |Unions and employer bodies | | |
| |Professional associations | | |
| |Industrial Relations | | |
| |Ethics and non-discrimination | | |
|Describes the following sources of information: | | | |
|Industry journals | | | |
|Internet | | | |
|Seminars | | | |
|Professional development workshops | | | |
|Media | | | |
|Policy and Procedures | | | |
|Reference Manuals | | | |
|Question 21 | | | |
|Gives examples from industry relating to: | | | |
|Career opportunities | | | |
|Changing nature of market place | | | |
|Government initiatives and freezes | | | |
|Industry expansion | | | |
|Labour issues | | | |
|Contracts | | | |
|Unions and employer issues | | | |
|Non-discrimination | | | |
|Employment and termination | | | |
|Obligations of employees | | | |
|Question 22 | | | |
|Describes advances in technology and equipment used in an event eg lighting, | | | |
|sound, laser, multimedia | | | |
|Knowledge of OH & S and current legislation to integrate the emerging | | | |
|technology | | | |
|Question 23 | | | |
|Describes: | | | |
|Industry associations | | | |
|Industry organisations | | | |
|Industry functions | | | |
|Seminars and other professional development opportunities | | | |
|Unions and Industrial Relation information | | | |
|RECORD OF CONVERSATION |
|BSBCUS501A Manage quality customer service |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 24: Describe how you have investigated identified and evaluated customer needs
Question 25: Explain how you have developed plans and strategies to meet customer needs, including staff training
Question 26: Describe how you have evaluated customer service, including reporting systems.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 24 | | | |
| |Free Trade Agreement | | |
| |Trade Practices Act | | |
| |Anti-Discrimination Act | | |
| |Company policies and procedures | | |
|Describes research undertaken | | | |
|Discusses strategies to determine customer’s needs | | | |
|Explains how quality service provided | | | |
|Explains how customer needs evaluated | | | |
|Question 25 | | | |
|Outlines staff training process | | | |
|Explains how obtain customer feedback – questionnaires, surveys, interviews, | | | |
|complaints, returns | | | |
|Discusses use of electronic systems – email, internet, intranet, | | | |
|Question 26 | | | |
|Organisation culture to receive customer feedback and use it to improve | | | |
|customer service | | | |
|Evidence of a structured, planned approach to customer service | | | |
|Describes how to undertake customer feedback | | | |
| |A | | |
| |B | | |
| |C | | |
| |D | | |
| |E | | |
| |F | | |
| |G | | |
|Describes administrative system that reports and records findings in relation | | | |
|to customer service |A | | |
| |B | | |
| |C | | |
| |D | | |
| |E | | |
| |F | | |
| |G | | |
|RECORD OF CONVERSATION |
|CUEFOH06C Manage venue services |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 27: Outline the entry procedures you have undertaken prior to opening the doors to the public.
Question 28: After opening the doors to the public and prior to the main act commencing, describe any problems or issues which arose and how you dealt with them.
Question 29: Following the event, describe the procedures you undertook to secure the venue and required reports you had to complete.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 27 | | | |
| |Company policies and | | |
| |procedures/Operational and financial | | |
| |Equal Employment Opportunity | | |
| |Anti-Discrimination Act | | |
| |Venue OH & S Policies and Procedures | | |
| |Emergency procedures | | |
| |Legal compliance | | |
| |Dispute resolution | | |
|Liaises with appropriate personnel | | | |
|Notes who appropriate personnel are and their roles | | | |
|Checks the venue set-up facilities have all been checked | | | |
|Checks people with disabilities have been catered for | | | |
|Checks that OHS issues have been addressed | | | |
|(note: disabilities/injury mentioned) | | | |
|Checks all staff are in their correct position | | | |
|Checks to see if there any staff shortages? If so, how are they covered | | | |
|Describes how was a briefing undertaken and to whom | | | |
|Describes how communication to patrons about opening of venue takes place | | | |
|Question 28 | | | |
|Describes checking of all services | | | |
|Identifies any areas needing problem-solving and process of resolution | | | |
|Outlines who undertakes responsibility in each area | | | |
|Describes how VIP’s were greeted and what special assistance was required | | | |
|Discusses public announcements – how they were made and were they clearly | | | |
|audible | | | |
|Checks with back of house personnel | | | |
|Question 29 | | | |
|Describes debriefing of staff after the house is opened to gain feedback | | | |
|Discusses what documentation was used for briefing , de-briefing, rostering, | | | |
|what reports were created. | | | |
|Discusses how was the venue was closed and secured. | | | |
|RECORD OF CONVERSATION |
|THTFME02B Provide on site event management services |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 30: Describe the process you typically followed to prepare for on-site management of an event, including examples.
Question 31: What were the important principles that were followed in overseeing the event set-up?
Question 32: How did you monitor the event operations?
Question 33: Discuss the process you used to oversee the event breakdown
.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if response|COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the candidate’s |addresses KP and IR |Record other key points and examples from conversation. |
| |response | |Identify whether a practical assessment is warranted. |
|Question 30 |Workplace health and safety/risk management | | |
| |Company standard operating procedures | | |
| |Budget compliance | | |
| |Contractual arrangements | | |
| |Industry awards/Codes of Practice | | |
|Explains how a pre event briefing with operational staff is carried out | | | |
|Develops effective plans for event and checks against pre-event briefing notes | | | |
|Describes how plans are constructed for on-site management of the event | | | |
|Creates checklist for all required equipment and material | | | |
|Briefs all staff and contractors | | | |
|Carries out final check of arrangements, taking prompt action to rectify any situation| | | |
|not running to plan | | | |
|Question 31 | | | |
|Creates a computerised running sheet of event | | | |
|Communicates with contractor at all times | | | |
|Checks all aspects of event – equipment, room, staging, technical equipment, display | | | |
|and signage, food and beverage, registration | | | |
|Checks venue space | | | |
|Plans to correct deficiencies | | | |
|Conducts final brief of staff | | | |
|Question 32 | | | |
|Conducts observation of activities and ‘back room’ set up | | | |
|Reviews reports from contractors and staff | | | |
|Pre-empts problems before they arise and prepares contingency arrangements | | | |
|Undertakes corrective action quickly | | | |
|Liaises with attendees and customers to assess their satisfaction with proceedings | | | |
|Communicates regularly with contractors and staff | | | |
|Checks and signs off on all expenses for accounts department | | | |
|Question 33 | | | |
|Coordinates packaging of equipment, materials and stocks | | | |
|Checks venue for cleanliness and lost belongings | | | |
|Conducts de-brief with contractors and staff | | | |
|Checks and processes all accounts for payment | | | |
|Prepares post event checklist of matters to be followed up | | | |
|RECORD OF CONVERSATION |
|CUETEM09B Manage diversity |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 34: Discuss your experiences in working with customers/colleagues from diverse backgrounds. How did you deal with language/communication barriers?
Question 35: How you have you minimised issues and difficulties that may have occurred because of workplace misunderstandings due to cultural differences?
Question 36: Discuss how you have assisted colleagues to appreciate the diversity of your staff.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 34 |Equal Employment Opportunity | | |
| |Anti Discrimination legislation | | |
| |Recruitment policies | | |
| |OH & S | | |
|Describes the essence of inclusion | | | |
|Outlines active listening and open communication | | | |
|Describes understanding of appropriate verbal and non-verbal communication | | | |
|Comments on use of interpreters (if applicable) | | | |
|Describes knowledge and experience of culturally diverse groups | | | |
|Question 35 | | | |
|Discusses understanding of different cultures/customs | | | |
|Refers to different support services | | | |
|Describes active listening and open communication | | | |
|Comments on how to access support and assistance if required | | | |
|Discusses pathway of mediation or referral (if appropriate) | | | |
|Question 36 | | | |
|Describes how staff attend cultural diversity workshops | | | |
|Discusses his/her role as a role model and mentor to improve communication and| | | |
|operational performance | | | |
|Outlines how it creates a wider audience base | | | |
|Describes improved financial gain | | | |
|Refers to a different perspective on problem-solving | | | |
|Provides an education of the work-force | | | |
|Removes prejudice | | | |
|RECORD OF CONVERSATION |
|SRXEVT001B Coordinate guest/delegate registrations at venues |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 37: Outline the plan and actions you have used to develop the registration process.
Question 38: Discuss the risks involved in setting up a registration area and how these risks were minimised.
Question 39: How have you prepared and set up a registration area at an event or venue?
Question 40: Describe the process of registering a delegate.
Question 41: What process did you undertake to finalise registration, including materials?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 37 | | | |
| |Venue OH & S/ Risk management of | | |
| |meetings | | |
| |Company policies and procedures | | |
| |Privacy Act | | |
|Establishes a database in accordance with specific meeting/event. | | | |
|Creates timelines to receive and process registration | | | |
|Arranges accommodation and travel requirements | | | |
|Identifies special needs of delegates | | | |
|Identifies timelines of issuing correspondence and return | | | |
|Describes action to increase numbers | | | |
|Distributes documentation to staff | | | |
|Question 38 | | | |
|Describes checklists for all areas | | | |
|Describes overall plan with attention to detail | | | |
|Demonstrates meeting/event registration procedures and systems including | | | |
|current technological developments | | | |
|Lists all materials and equipment required for registration prior to the | | | |
|meeting or event. | | | |
|Discusses the arrangements for set up of the registration area with the venue | | | |
|in accordance with enterprise procedures. | | | |
|Describes access details with the venue to ensure that registration materials | | | |
|and equipment can be readily unloaded and reloaded at the venue. | | | |
|Question 39 | | | |
|Checks that the venue provider has completed the set up for registration in | | | |
|accordance with pre-arranged requests. | | | |
|Carries out a brief site inspection to become completely familiar with the | | | |
|venue and its facilities. | | | |
|Erects all signage so that it is clearly visible and as per the agreed | | | |
|requirements. | | | |
|Installs or arranges for the installation of equipment and conducts checks to | | | |
|ensure its working order prior to commencement of the meeting or event. | | | |
|Checks that the registration area and any equipment has been set up to allow | | | |
|for easy access, especially for those with disabilities, and to avoid risk of | | | |
|injury to guests, delegates and colleagues. | | | |
|Prepares and positions all necessary registration and information materials | | | |
|within the registration areas to allow for efficient use by all personnel. | | | |
|Question 40 | | | |
|Welcomes guests and delegates in a courteous and friendly manner. | | | |
|Checks and records all registration details in accordance with registration | | | |
|procedures. | | | |
|Assists with work overflow of other registration personnel. | | | |
|Identifies and actions any discrepancies with minimum disruption to the guest | | | |
|or delegate. | | | |
|Keeps an accurate record of no shows to allow for post event administration. | | | |
|Provides correct and useful information and materials to the guests and | | | |
|delegates on features of the meeting or event and venue | | | |
|Question 41 | | | |
|Describes how registration details were completed within timeframe. | | | |
|Creates nametags, delegate information, documentation, sponsorships and venue | | | |
|information | | | |
|Completes satchel pack requirements | | | |
|Produces delegate guests reports | | | |
|Finalises travel, accommodation and special requirements | | | |
|RECORD OF CONVERSATION |
|BSBWOR402A Promote team effectiveness |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 42: What skills and qualities have you found necessary for effective team development?
Question 43: What communication strategies have you used in your workplace to ensure good team work?
Question 44: What have you found to be important factors in developing effective team cohesion and why?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if response|COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |addresses KP and IR |Record other key points and examples from conversation. |
| |candidate’s response | |Identify whether a practical assessment is warranted. |
|Question 42 | | | |
| |Organisation’ s goals, objectives and | | |
| |plans | | |
| |Company policies and procedures/conflict| | |
| |resolution/mentoring | | |
|Demonstrates ability to relate to people from a range of social, cultural and | | | |
|ethnic backgrounds and physical and mental abilities | | | |
|Outlines requirement of good communication skills, including knowledge of | | | |
|conflict resolution. | | | |
|Describes basic training skills, including mentoring and coaching | | | |
|Explains planning and organising skills, including delegation | | | |
|Outlines problem solving skills | | | |
|Outlines leadership skills | | | |
|Outlines motivational skills | | | |
|Question 43 | | | |
|Uses collaborative planning and decision making | | | |
|Runs team meetings and workshops | | | |
|Encourages two way communication | | | |
|Addresses problems and concerns quickly | | | |
|Sets example through own approach | | | |
|Conducts Performance Reviews | | | |
|Gives regular feedback to team | | | |
|Ensures adequate lines of communication between line management and team | | | |
|Communicates with management on a regular basis | | | |
|Describes how managers communicate performance achievements | | | |
|Question 44 | | | |
|Describes regular and consistent communication within team | | | |
|Collaborates to establish a common goal, plan, objectives or vision | | | |
|Develops and keeps team morale and motivation at high levels | | | |
|Encourages team members to cooperate and take responsibility | | | |
|Uses technology to facilitate information sharing and communication | | | |
|RECORD OF CONVERSATION |
|THHGLE06B Monitor staff performance |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 45: How have you recognised and resolved staff/volunteers performance problems?
Question 46: How have you monitored changed performance and what feedback mechanisms did you use?
Question 47: Describe your organisation’s policy and procedure in relation to staff/volunteers appraisals.
Question 48: Can you give an example of when a staff member/volunteer has needed counselling or you have had to go through a grievance procedures process?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 45 | | | |
| |Company policy and procedures/Grievance | | |
| |Procedures/Counselling | | |
| |Industrial Relations Act | | |
| |Equal Opportunity Act | | |
| |Legal and ethical requirements | | |
| | | | |
| | | | |
|Identifies and investigates any performance problem | | | |
|Communicates with staff to identify issue/problem | | | |
|Offers coaching to address performance issue | | | |
|Verbal agreements created for the problem in hand within the guidelines of the| | | |
|organisation. | | | |
|Resolves issue and documents how it was achieved. | | | |
|Question 46 | | | |
|Consults with colleagues about required standards | | | |
|Maintains close contact with team | | | |
|Provides corrective feedback to colleagues | | | |
|Creates awareness of area to be improved | | | |
|Outlines what corrective action would be undertaken eg additional training, | | | |
|mentoring, coaching | | | |
|Describes reward system for improved achievement | | | |
|Notes if improvement is not achieved, further coaching, training etc was | | | |
|undertaken within the organisation | | | |
|Question 47 | | | |
|Describes formal performance management system | | | |
|Outlines company policy | | | |
|Describes Individual evaluation process | | | |
|Files information on completion as a performance management record | | | |
|Describes Industrial awards and requirements | | | |
|Agrees on a course of action as a follow-up pathway | | | |
|Question 48 | | | |
|Gives example showing knowledge of | | | |
|appraisal techniques: Reason/types/protocols/procedures/communication | | | |
|skills/grievance procedure | | | |
|Gives constructive feedback to staff member | | | |
|RECORD OF CONVERSATION |
|THTFME06A Manage event contractors |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 49: How have you identified event operational requirements?
Question 50: Give examples of situations where you have been required to source contractors for events.
Question 51: Explain the typical process you followed to monitor the contractor’s performance
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if response|COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the candidate’s |addresses KP and IR |Record other key points and examples from conversation. |
| |response | |Identify whether a practical assessment is warranted. |
|Question 49 |Compliance with workplace health and safety | | |
| |Compliance with standard operating procedures| | |
| |Effective communication with contractors | | |
| |Budget compliance | | |
| |Effective time management | | |
| |Effective contract management | | |
|Explains review of event brief and proposed concept | | | |
|Prepares summary of all staging requirements | | | |
|Consults with key stakeholders | | | |
|Identifies safety and risk management requirements | | | |
|Scopes catering, venue and facility requirements | | | |
|Question 50 | | | |
|Identifies and sources appropriate contractors eg Venue/marquee hire, staging, audio | | | |
|visual, catering, sound, lighting | | | |
|Provides briefings and specifications | | | |
|Obtains complete and timely quotations | | | |
|Analyses quotations and selects contractor in consultation with stakeholder | | | |
|Confirms agreements in writing/all services & costs | | | |
|Question 51 | | | |
|Describes regular communication process | | | |
|Monitors performance through observation and discussion | | | |
|Monitors performance against contract specifications. | | | |
|Obtains feedback from other staff, contractors, volunteers, clients, and event | | | |
|participants | | | |
|Identifies adjustments and negotiate changes | | | |
|Takes appropriate action to correct faults or delays when apparent | | | |
|Undertakes formal review against contractor’s brief, identifying if a contractor is | | | |
|failing to meet contract obligations | | | |
|RECORD OF CONVERSATION |
|CUEFOH10B Monitor entry into a venue |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 52: When patrons have been entering the venue, outline the procedures you followed to monitor and maintain a safe & secure venue.
Question 53: Give an example of how you managed the crowd size in your venue.
Question 54: Describe to me your venue’s evacuation policy and procedures carried out during an event.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if response|COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |addresses KP and IR |Record other key points and examples from conversation. |
| |candidate’s response | |Identify whether a practical assessment is warranted. |
|Question 52 | | | |
| |Company policies and procedures | | |
| |Restricted items policy | | |
| |OH & S | | |
| |Evacuation protocols & procedures | | |
|Describes how all areas were checked prior to patrons entering the venue | | | |
|Describes organisational policies in relation to controlling access to the | | | |
|venue | | | |
|Demonstrates knowledge of health and safety issues and regulations | | | |
|Explains how regular checks of patron comfort and safety are carried out | | | |
|Discusses procedure used to manage restricted access. | | | |
|Question 53 | | | |
|Gives an understanding of maximum capacity of the space | | | |
|Describes controlling of queues through firmness and courtesy. | | | |
|Describes procedure after Identification of problems and rectification process| | | |
|Describes communication process with colleagues and patrons | | | |
|Describes type of identification worn by staff at an event or in venue at | | | |
|non-event times | | | |
|Requestes that patrons surrender restricted items | | | |
|Identifies prompt recognition of problems and rectification eg personnel | | | |
|Describes monitoring of crowd behaviour and reporting process to security | | | |
|Question 54 | | | |
|Describes safety and security policies for the venue including protocols for | | | |
|contacting emergency personnel or security. | | | |
|Describes location of venue lay-out diagrams | | | |
|Conducts staff briefing | | | |
|Displays knowledge of companies policy and procedures | | | |
|Describes exits in detail; mention exit signage | | | |
|RECORD OF CONVERSATION |
|CUECOR02C Work with others |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 55: How have you participated in a team work/group?
Question 56: Describe how you have developed information and ideas from others.
Question 57: Discuss how you have worked successfully with others to ensure conflict was minimised and goals were met?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 55 | | | |
| |Company policies and procedures | | |
| |OH &S /team environment | | |
| |Duty of Care | | |
| |Anti- Discrimination Act | | |
|Outlines work projects and requirements | | | |
|Identifies own role and other roles of team members | | | |
|Identifies key tasks within own work role and how they were carried out | | | |
|Describes how assisted others within the framework of the team. | | | |
|Describes time management skills | | | |
|Identifies how managed the differences within the team | | | |
|Describes how individual strengths were developed to achieve the team outcome| | | |
|Question 56 | | | |
|Describes how information and ideas were shared to achieve the team outcome? | | | |
|Describes how relevant, timely and accurate information was provided to others| | | |
|Explains how information and ideas was obtained from others | | | |
|Describes recording process for information and ideas | | | |
|Describes filling of information and data that was relevant to the team | | | |
|Describes any cultural or linguistic problems within the team and how they | | | |
|were resolved | | | |
|Question 57 | | | |
|Describes issues, conflicts and problems encountered | | | |
|Discusses methods used to resolve issues, conflicts and problems within the | | | |
|team | | | |
|RECORD OF CONVERSATION |
|CUFPPM408A Compile production schedules |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 58: What research and consultation process did you undertake to develop a production schedule?
Question 59: What factors were involved in compiling the production schedule?
Question 60: What process did you undertake to get agreement and what procedures did you use to distribute the production schedule?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 58 | | | |
| |Company policies and procedures | | |
| |OH & S | | |
| |Awards/Contracts | | |
| |Environmental factors | | |
| |Industrial Relations/awards | | |
| |Legal knowledge | | |
| |Religious/cultural dates | | |
| |Daylight saving | | |
|Describes how resources were researched for each stage of the production | | | |
|schedule | | | |
|Consults with all departments to ascertain their requirements | | | |
|Describes how confirmed the accuracy and feasibility of the resources against | | | |
|the production requirements | | | |
|Outline methods used to consult with colleagues about the working | | | |
|relationships within the schedule | | | |
|Describes other issues that impacted on the collation of production | | | |
|information. | | | |
|Question 59 | | | |
|Describes key production schedule stages, who was responsible and budget | | | |
|targets to be achieved | | | |
|Explains allocation of resources | | | |
|Describes how slippage and change of dates were accommodated within the | | | |
|production schedule | | | |
|Outlines how realistic timing and use of resources were achieved to meet all | | | |
|the objectives of the schedule. | | | |
|Describes contingency plans in place to accommodate changes to the schedule | | | |
|Question 60 | | | |
|Describes what process was carried out to check accuracy, comprehensive, total| | | |
|readability of the production schedule | | | |
|Describes how the schedule was distributed to allow team members the | | | |
|opportunity to seek clarification. | | | |
|Describes how the resolution of the changes and ambiguities were communicated | | | |
|to the team. | | | |
|Describes how the changes within the schedule were recorded. (nb version | | | |
|control) | | | |
|RECORD OF CONVERSATION |
|WRRS1B Sell products and services |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 61: Discuss how you ensure your product knowledge always remains current and complete.
Question 62: Discuss how you have encouraged customers to purchase products.
Question 63: Explain how you have sold the benefits of the product to the customer, including overcoming any objections raised.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 61 | | | |
| |Trade Practices Act | | |
| |Tobacco Laws | | |
| |Liquor Laws | | |
| |Sales of second hand goods | | |
| |OH & S | | |
| |Industry Codes of Practice | | |
| |Lottery Acts | | |
| |Statutory requirements | | |
| |Company policies and procedures | | |
|Reads enterprise information | | | |
|Attends product update seminars | | | |
|Visits exhibitions and product trade shows | | | |
|Inspects products and services | | | |
|Monitors trade and consumer media | | | |
|Researches and analyses product brochures | | | |
|Observes industry practices | | | |
|Shares knowledge with colleagues | | | |
|Uses customer feedback/surveys to evaluate products and services | | | |
|Follows consumer trends and changing preferences | | | |
|Question 62 | | | |
|Understands customers needs, preferences and expectations | | | |
|Offers information about products to customer (features, benefits, costs, etc)| | | |
|Describes how to make a positive impressive on a customer and arouse their | | | |
|interest in the product | | | |
|Outlines knowledge of customer buying behaviour | | | |
|Describes some aspects of non-verbal communication in relation to sales | | | |
|Describes potential positive sales outcome when clients are identified by name| | | |
|Outlines sales techniques when directed to a specific merchandising stand | | | |
|Question 63 | | | |
|Explains organisation policy on products and services | | | |
|Discusses warranties, features and benefits, use by dates, price | | | |
|Outlines price reductions | | | |
|Describes quality of products and services | | | |
|Makes customers aware of extras or add ons | | | |
|Explains matching customer needs with the appropriate service/product offered | | | |
|Outlines process used when a customer objected to a price, time or an item of | | | |
|merchandise and what solutions were offered. | | | |
|Outlines steps taken to encourage a customer to make a purchase and how sale | | | |
|was closed. | | | |
|Outlines how future sales opportunities were encouraged. | | | |
|Explains product disclosure, use and safety | | | |
|Describes policy on merchandising and sales | | | |
|Outlines sales techniques for purchase decision | | | |
|RECORD OF CONVERSATION |
|CUEFOH09B Provide venue information and assistance |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 64: Describe how a patron accesses information about your venue, event, product or services.
Question 65: Outline how you have greeted patrons and what procedures have you undertaken to assist a patron with special needs?
Question 66: How have you communicated change of information to patrons and staff?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response |Record other key points and examples from conversation. |
| |candidate’s response |addresses KP |Identify whether a practical assessment is warranted. |
| | |and IR | |
|Question 64 | | | |
| |Company Policies and Procedures | | |
| |OH & S | | |
| |Disability Act | | |
| |Anti-Discrimination Act | | |
| |Food & Hygiene Act | | |
| |Industry Codes of Practice | | |
|Describes: Internet search, industry information, advertising, networks | | | |
|Outlines information process for: newsletter, leaflets and brochures, | | | |
|noticeboards, signage in venue | | | |
|Communicates by: Email, memo, meeting, informal conversation, telephone | | | |
|Question 65 | | | |
|Discusses training undertaken for meet and greet in relation to customer | | | |
|service standards | | | |
|Describes special facilities and services available to people with special | | | |
|needs | | | |
|Defines patrons with special needs as :the aged, first-time patrons, groups, | | | |
|infants, parents with young children, pregnant women, school groups, people | | | |
|with a disability, people with special or cultural needs, unaccompanied | | | |
|children, VIPs. | | | |
|Describes examples of special needs assistance such as: | | | |
|Hearing assistance, immobility access, special car parking, special seating, | | | |
|translation assistance, wheelchair access | | | |
|Question 66 | | | |
|Outlines the following as areas that may potentially change: | | | |
|Changes to program | | | |
|Change of venue | | | |
|Change of entrance to event | | | |
|Describes general information displayed on noticeboard/signage, | | | |
|Correct door to enter venue | | | |
|Cloakroom arrangement | | | |
|Information on future sessions/events | | | |
|Directions to car park | | | |
|Exit points | | | |
|Location of bathrooms | | | |
|Location of food and beverage areas | | | |
|Location of merchandising | | | |
|Location of lost property office | | | |
|Opening hours | | | |
|Performance start and finish times | | | |
|Location of programs | | | |
|Seating information | | | |
|Considers using email, telephone or send memo on changed information to key | | | |
|personnel | | | |
|RECORD OF CONVERSATION |
|CUECOR01C Manage own work and learning |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 67: What techniques have you used to manage your time in relation to your work role?
Question 68: How have you managed learning new skills?
Question 69: How have you responded to personal feedback?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 67 | | | |
| |Company policies and procedures | | |
| |OH & S | | |
| |Industrial Relations | | |
| |Human Resources | | |
|Explains prioritising, leaving non-priority work until later. | | | |
|Explains planning to meet deadlines | | | |
|Discusses contingencies; allowing for time delays | | | |
|Asks colleagues for help if feeling overwhelmed with workload | | | |
|Develops IT knowledge | | | |
|Maintains good work records and detailed documentation | | | |
|Question 68 | | | |
|Identifies effective communication techniques such as active listening, | | | |
|questioning | | | |
|Demonstrates how evidence was collated of on-going learning programs. | | | |
|Details the consultation process taken to identify learning requirements and | | | |
|opportunities to meet personal learning needs | | | |
|Question 69 | | | |
|Outlines suggestions on ways to improve work | | | |
|Acts on, internalises, implements suggestions into work performance | | | |
|RECORD OF CONVERSATION |
|THHGGA09B Manage projects |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 70: Discuss an example of a project/event you have managed and how you formulated your project/event plan.
Question 71: In administering a project/event plan, how have you managed risk?
Question 72: What information have you collected at the final review of a project/event and how was it used to plan for future projects/events?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the candidate’s |response |Record other key points and examples from conversation. |
| |response |addresses KP and|Identify whether a practical assessment is warranted. |
| | |IR | |
|Question 70 | | | |
| |Legislation | | |
| |Anti Discrimination legislation | | |
| |Ethical principles | | |
| |Codes of Practice | | |
| |OH & S legislation | | |
| |Data management | | |
| |Australian Standards | | |
| |Time constraints | | |
| |Information Technology | | |
| |Enterprise policies and procedures | | |
|Establishes project/event scope, objectives and parameters. | | | |
|Defines and analyses project/event stakeholders | | | |
|Nominates milestones and reporting dates | | | |
|Outlines risk and risk management process | | | |
|Describes budget and financial plan/s for project/event | | | |
|Evaluates project/event | | | |
|Identifies required resources (including human resources), as well as staff involved | | | |
|in project/event | | | |
|Seeks input from other departments | | | |
|Communicates via: meetings, email, newsletter etc | | | |
|Gains approval for project/event plan | | | |
|Question 71 | | | |
|Ensures project/event personnel are clear about roles and responsibilities | | | |
|Implements training as required | | | |
|Provides support as required | | | |
|Seeks specialist input | | | |
|Maintains records for progress reports | | | |
|Communicates frequently with stakeholders | | | |
|Identifies and evaluates risk to establish treatment | | | |
|Monitors and reviews systems | | | |
|Achieves goals and aims | | | |
|Question 72 | | | |
|Files contract documents | | | |
|Collects all forms, logs, checklists completed by personnel | | | |
|Gathers progress reports | | | |
|Collects performance criteria on contractors | | | |
|Processes information | | | |
|Documents problems | | | |
|Prepares project/event completion report including future recommendations | | | |
|Reassigns staff and resources to other roles | | | |
|Reviews information against original plan and updates plan for future use | | | |
|Advises of problems faced and resolutions | | | |
|Reviews processes for more effective implementation | | | |
|Determines suitability of contractors for future projects/events | | | |
|Documents lessons learned | | | |
|RECORD OF CONVERSATION |
|THHGLE05B Roster staff |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 73: Describe the steps you have taken in rostering staff. How did the roster information flow to the time-sheets and staff records?
Question 74: When using a software program to roster staff, how effective did you found it? Note: If no computer program used for rostering, outline how effective your system is.
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 73 | | | |
| |Company Policies and Procedures | | |
| |Industrial Relations/Awards information | | |
| |Human Resources information | | |
| |Legal compliance | | |
| |Industry Codes of Practice | | |
|Identifies preparation and distribution of a roster document for staff to fill| | | |
|in availability | | | |
|Reviews award information for wages budget decisions in compiling roster | | | |
|Prepares roster for multi events | | | |
|Consults with colleagues on availability | | | |
|Posts roster information on noticeboard as well as emailing, placing in | | | |
|pigeon-holes and sending to payroll department to monitor against timesheets | | | |
|Question 74 | | | |
|Describes software programs such as Event Pro or manual roster system | | | |
|Describes how records are accurately maintained and stored | | | |
|Describes any problems associated with rostering system | | | |
|Describes process of approving timesheets prior to submission to payroll | | | |
|RECORD OF CONVERSATION |
|SRXFAC003B Implement facility maintenance programs |
CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:
Question 75: Describe the facility maintenance program in your venue or facility. Why it is in place, what is the frequency of the maintenance program and who is responsible.
Question 76: When a piece of equipment is reported faulty, describe the procedure to make it operational and safe.
Question 77: What is the maintenance, monitoring and administrative process required to support the venue’s maintenance program?
|KEY POINTS |INDUSTRY REQUIREMENTS |Indicate if |COMMENTS |
|The candidate’s response should evidence the following |These must be evidenced in the |response addresses|Record other key points and examples from conversation. |
| |candidate’s response |KP and IR |Identify whether a practical assessment is warranted. |
|Question 75 | | | |
| |Company policies and procedures | | |
| |OH & S | | |
| |Code of Conduct | | |
| |Materials handling | | |
| |Legal and Accounting | | |
| |Industry Codes of Practice | | |
| |Environmental legislation | | |
| |Data management | | |
| |Australian Standards | | |
|Outlines how the maintenance program protects OH & S | | | |
|Describes how the schedule of maintenance program minimising disruption to | | | |
|the venue | | | |
|Describes how maintenance program linked with asset acquisition register | | | |
|Describes the process of exploring alternative maintenance methods and | | | |
|procedures | | | |
|Stresses the importance of the facility remaining functional without | | | |
|interruption and maintenance team following legislative and OH & S | | | |
|requirements | | | |
|Outlines importance of having a maintenance program routine which is followed | | | |
|Outlines If there is a maintenance failure, the importance of the request | | | |
|being followed through promptly | | | |
|Describes how all maintenance reports are actioned by the required personnel | | | |
|Question 76 | | | |
|Erects barriers and warning signs around equipment | | | |
|Assesses unsafe equipment | | | |
|Repairs performed by designated person and replaced equipment is correct and | | | |
|appropriate. | | | |
|Removes unsafe equipment and repaired by designated person in the correct work| | | |
|environment | | | |
|Describes how equipment both failed and new is recorded and reported to the | | | |
|responsible person | | | |
|Describes reporting mechanism on the process of repair and replacement | | | |
|Outlines how all work follows correct process, procedures and guidelines as | | | |
|laid down by the industry and manufacturer. | | | |
|Question 77 | | | |
|Outlines administrative process and key personnel involved | | | |
|Describes how maintenance reports are collected and information documented and| | | |
|filed | | | |
|Details the planning and implementing of all maintenance activities | | | |
|Calculates costs relating to maintenance program and enter these against | | | |
|budget | | | |
|Describes the paper-work raised to accompany faulty equipment | | | |
|Outlines pathway for repair costed and referred to manager for approval of | | | |
|repair. | | | |
|Passes information to administration for monitoring against budget | | | |
|Describes how regular inspections are carried out to identify potential | | | |
|hazards | | | |
|Describes how amenities are cleaned and maintained on a regular basis | | | |
|Outlines storage and handling of chemicals | | | |
|Checks that dangerous chemicals and waste are disposed of correctly | | | |
|Undertakes regular stock-take of supplies for quantity and quality | | | |
|Stocktake reflects the optimum supply levels | | | |
|Describes the process for the purchase, receipt and storage within the | | | |
|organisation | | | |
|Describes the reconciliation between stock levels and the ordering process | | | |
|and who is the appropriate person responsible for the reconciliation | | | |
|Outlines how records are updated and kept securely | | | |
|Describes how out-of-date stock disposed of | | | |
|Describes how feedback from users of the facility re the effectiveness of the | | | |
|maintenance program is acquired. | | | |
|Explains how to check the condition of the asset against the asset register | | | |
|for function and value | | | |
|Explains how to resolve issues with ordering and maintenance procedures | | | |
|Explains the process in relation to any stock variations, value and supplies | | | |
SECTION D
Practical Tasks and
Observation Recording Sheets
You use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.
|PRACTICAL TASKS |
Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.
|Unit of Competency |Practical Task |
|BSBADM502B |TASK 1 – Operational management of an event |
|Manage meetings | |
|CUSADM06A |The candidate is required to: |
|Develop and implement an | |
|operational plan |A Plan and manage a meeting |
|CUEIND01C |B Develop and implement an operational plan |
|Source and apply |C Compile a production schedule |
|entertainment industry |D Manage facility maintenance programs. |
|knowledge |E Access and provide information on current print media and digital media for professional development |
|CUFPOP03B | |
|Compile a production | |
|schedule | |
|SRXFAC003B | |
|Implement facility | |
|maintenance programs | |
|BSBMGT502B |TASK 2 – People management within an event or venue |
|Manage people performance| |
| |The candidate is required to demonstrate how they: |
|CUEOHS01C | |
|Implement workplace |A have promoted team effectiveness in their workplace |
|health, safety and |B managed and monitored staff performance and training within the workplace, including staff rostering |
|security procedures |C address OHS & S and cultural diversity in the workplace |
| | |
|BSBWOR402A | |
|Promote team | |
|effectiveness | |
| | |
|THHGLE06B | |
|Monitor staff performance| |
| | |
|THHGLE05B | |
|Roster staff | |
| | |
|CUECOR02C | |
|Work with others | |
| | |
|CUECOR01C | |
|Manage own work and | |
|learning | |
| | |
|CUETEM09B | |
|Manage diversity | |
|CUEFOH06C |Task 3 – Managing venue services |
|Manage venue services | |
| |The candidate is required to: |
|THTFME02B Provide onsite |A prepare a venue for patrons |
|event management services|B develop a procedure for selecting and confirming a successful contractor |
| |C develop an event registration procedure |
|SRXEVT001B Coordinate |D develop the staff and volunteer entry and emergency evacuation procedure for an event |
|guest/delegate |E create an event plan and daily run sheet |
|registrations at venues | |
| | |
|THTFME06A Manage event | |
|contractors | |
| | |
|CUEFOH10B | |
|Monitor entry into a | |
|venue | |
|BSBCUS501A |Task 4 - Customer service skills |
|Manage quality customer | |
|service |The candidate is required to: |
| | |
|WRRS1B |A develop a venue and event information meeting agenda |
|Sell products and |B demonstrate knowledge of products and services |
|services |C outline coaching and mentoring techniques required for quality customer service |
| | |
|CUEFOH09B | |
|Provide venue information| |
|and assistance | |
|CUEFIN02C |Task 5- Specific management skills |
|Manage a budget | |
| |The candidate is required to: |
|THHGLE22A |A develop an event project plan |
|Manage risk |B develop a pre-event risk management plan and risk matrix |
| |C develop an event budget |
|BSBPMG510A | |
|Manage projects | |
| | |
|OBSERVATION RECORDING SHEET |
|Practical Tasks |
CANDIDATE’S NAME: SIGNATURE: DATE:
ASSESSOR’S NAME: SIGNATURE: DATE:
LOCATION:
NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.
|Unit and element covered |Task No. |Observable behaviours in task |Industry requirements |Assessor’s comments |Indicate if |Date assessed |
|in task | | | | |behaviour observed| |
|BSBMGT502B |2 |A |Racial Discrimination Act 1975 | | | |
|1, 2, 3, 4 | |Discusses group/individual consultation |Sex Discrimination Act 1984 | | | |
| | |Outlines work plans and allocation of work |Human Rights and Equal Opportunity | | | |
|CUEOHS01C | |Understands performance standards, enterprise |Commission Act 1986 | | | |
|1, 2, 3, 4, 5 | |code of conduct and legal requirements |Commonwealth Employees Rehabilitation| | | |
| | |Mentions key performance indicators |and Compensation Act 1988 | | | |
|BSBWOR402A | |Outlines enterprise aims and objectives |Disability Discrimination Act 1992 | | | |
|1, 2, 3, 4 | |Discusses training and evaluation |Workplace Relations Act 1996 | | | |
| | |Identifies team purpose and objectives |Equal Opportunity for Women in the | | | |
|THHGLE06B | |Discusses feedback and support process in team |Workplace Act 1999 | | | |
|1, 2, 3 | |Shows understanding of counselling and mentoring process |Age Discrimination Act 2004 | | | |
| | |Discusses enterprise management systems |Industry Codes of Practice | | | |
|THHGLE05B | |B |ethical principles | | | |
|1, 2 | |Outlines roster development and pathway |codes of practice | | | |
| | |Explains relevant awards |privacy laws | | | |
|CUECOR02C | |Discusses operational requirements |copyright | | | |
|1, 2, 3 | |Outlines documentation process and how records updated |occupational health and safety | | | |
| | |Discusses work roles and responsibilities |(relevant awards and certified | | | |
|CUECOR01C | |C |agreements/ performance measurement | | | |
|1, 2, 3 | |Demonstrated understanding of safety policies |systems utilised within the | | | |
| | |Understands where oh&s procedures is information located in the |organisation/ unlawful dismissal | | | |
|CUETEM09B | |workplace |rules and due process/ staff | | | |
|1, 2, 3 | |Outlines legislation and codes of practice in relation to oh&s |development options and information.)| | | |
| | |Describes enterprise policies and workplace procedures | | | | |
| | |Gives examples of risks and potential hazards and how reported | | | | |
| | |Outlines chain-of-command in relation to safety procedures | | | | |
| | |Identifies oh&s needs for larger international events, such as | | | | |
| | |working closely with council, police, emergency services. | | | | |
| | |Identifies terrorist threat preparation for venue. | | | | |
| | |Describes any software used for OH & S. | | | | |
| | |Demonstrates oh&s knowledge of storage rules such as maximum | | | | |
| | |quantities of fuel that can be stored at the venue. | | | | |
| | |Demonstrates knowledge of noise levels and local curfews, waste | | | | |
| | |management and HR implication. | | | | |
| | |Provides role models in approach to cultural diversity | | | | |
| | |Describes how coaching/mentoring can assist with a positive approach| | | | |
| | |to cultural diversity | | | | |
| | |Describes pathway to resolution of conflict and appropriate action | | | | |
|CUEFOH06C |3 |A |Legislation: | | | |
|1, 2 | |Describes venue set-up, including identifying any staff shortages |Liquor Act 1992 | | | |
| | |and how corrected |RSA | | | |
|THTFME02B | |B |Building Laws and regulations | | | |
|1, 2, 3, 4 | |Describes contractors required to stage an event and their roles. |Racial Discrimination Act 1975 | | | |
| | |Describes contractors required to maintain a venue. |Sex Discrimination Act 1984 | | | |
|SRXEVT001B 1, 2, 3, 4, 5 | |Outlines policies and procedures |Disability Discrimination Act 1992 | | | |
| | |C |Workplace Relations Act 1996 | | | |
|THTFME06A | |Describes procedure for the registration of guest/delegates at an |Food Safety and Standards | | | |
|1, 2, 3 | |event |Consumer Law and Trade Practices | | | |
| | |Describes required documentation, equipment and timelines |Privacy Act 1988 | | | |
|CUEFOH10B | |Demonstrates an understanding of OHS and risk management strategies | | | | |
|1, 2 | |and contingency plans. | | | | |
| | |D |Purchasing and receipting procedures | | | |
| | |Describes procedures for monitoring entry into the venue. |Legislation, standards and codes: | | | |
| | |Refers to staff/venue ID and access to certain areas; can also name |anti-discrimination | | | |
| | |restricted items. |legislation/ethical principles | | | |
| | |In the event of an emergency, can name communication protocols and |Legal and financial codes of | | | |
| | |evacuation process. |practice/privacy laws | | | |
| | |Describes conflict resolution and required incident reports. |copyright/occupational health and | | | |
| | |E |safety | | | |
| | |Discusses in detail, management of a venue and the related services |relevant awards and certified | | | |
| | |or the staging of an event. |agreements/ | | | |
| | |Describes policies & procedures, risk assessment and a daily event |Contractors /contracts law | | | |
| | |running sheet. | | | | |
|BSBCUS501A |4 |A |Industry Codes of Practice | | | |
|Manage quality customer | |Identifies how information on the venue and future events is |Development of promotional displays | | | |
|service | |communicated to patrons |and material | | | |
| | |Demonstrates understanding of catering arrangements for all: |Occupational Health and Safety and | | | |
|WRRS1B | |patrons, artists and their special needs, set-up crew. |risk management | | | |
|Sell products and services| |Describes information available for patrons – public transport, |Communication and conflict resolution| | | |
| | |including any alternative transport arrangements, road closures, |techniques | | | |
|CUEFOH09B | |where ambulance officers located, if any charities will be present |Staff responsibilities and reporting | | | |
|Provide venue information | |at the event, where water located (if large-scale outdoor event in |mechanisms | | | |
|and assistance | |heat), where prayer-room located. |Government Legislation, standards and| | | |
| | |Describes procedures for patrons with special needs |codes: | | | |
| | |B |anti-discrimination legislation | | | |
| | |Demonstrates how product information is conveyed to patrons and |ethical principles/codes of practice | | | |
| | |guests of the centre. |privacy laws/Etiquette and ethics | | | |
| | |Describes information on food and beverages, merchandising and all |Industrial Relations/Roles and | | | |
| | |other products and services. |responsibilities | | | |
| | |Demonstrates understanding of merchandising in terms of space |Workers compensation and | | | |
| | |required for storage of goods, safety of money taken, internal and |rehabilitation | | | |
| | |external communication. |Occupational Health and Safety | | | |
| | |C |Workers compensation | | | |
| | |Identifies when coaching or mentoring required to improve customer |Anti discrimination | | | |
| | |service. |Environmental protection legislation | | | |
| | | |anti-discrimination legislation | | | |
| | | |ethical principles | | | |
| | | |codes of practice | | | |
| | | |privacy laws | | | |
| | | |environmental issues | | | |
| | | |OHS | | | |
| | | |organisational structure, and lines | | | |
| | | |of authority and communication within| | | |
| | | |the organisation | | | |
|CUEFIN02C |5 |A |Industry Codes of Practice | | | |
|Manage a budget | |Demonstrates knowledge and experience in managing a project (event).|Industry requirements | | | |
| | |Defines project stakeholders and discusses own role in the process. |Etiquette and ethics | | | |
|THHGLE22A | |Describes project (event) plan and management of the event, |Codes of practice | | | |
|Manage risk | |including timelines |Industrial Relations/Roles and | | | |
| | |Maintains financial records and review process of event |responsibilities | | | |
|BSBPMG510A | |B |Rights and obligations | | | |
|Manage projects | |Discusses risk management in relation to the event: financial and |Workers compensation and | | | |
| | |technical |rehabilitation | | | |
| | |Demonstrates understanding of planning the risk of a seemingly |Occupational Health and Safety | | | |
| | |ordinary meeting ie annual meeting of bikies may be passive, but |Workers compensation | | | |
| | |active if rival bikies gangs hear of it. Pensioners’ meeting may be|Anti discrimination | | | |
| | |passive, but active if controversial issues being discussed. |Environmental protection legislation | | | |
| | |Discusses events with animals in relation to risk management: |Environmental footprint planning | | | |
| | |Policies and procedures need to reflect understanding of how to |Acts | | | |
| | |feed, water and keep animals cool, and storage of their |WHS Act 1995 | | | |
| | |requirements. |WHS Regulations 1997 | | | |
| | |Demonstrates knowledge of waste management and disposal of waste. |Australia’s Dangerous Goods Code 1998| | | |
| | |Can demonstrate understanding of insurances, superannuation and |Consumer Law and Trade Practices | | | |
| | |copyright. Public Liability, Personal Indemnity, Workers |Taxation/GST Laws | | | |
| | |Compensation. | | | | |
| | |Demonstrates understanding of required permits and appropriate | | | | |
| | |licences required to stage an event, including liquor and building | | | | |
| | |permits for outside events. | | | | |
| | |Describes their understanding of how they are working towards | | | | |
| | |reducing their carbon footprint eg may have installed water-tanks at| | | | |
| | |the venue. | | | | |
| | |C | | | | |
| | |Provides documents that outline the budget of an event, the | | | | |
| | |management of the event on a daily basis and a risk management | | | | |
| | |strategy. | | | | |
| | |Documents should refer to team meetings where discussions about the | | | | |
| | |event ranged from the planning stage through the development and | | | | |
| | |administering, to the final stage showing the review process. | | | | |
| | |For multi-million dollar international events, demonstrates | | | | |
| | |knowledge on Taxation issues, such as currency being paid in, ABN | | | | |
| | |number required, GST, rules of taxation laws of money coming in and | | | | |
| | |going out of Australia | | | | |
SECTION E
Resources for Practical Tasks
You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.
SECTION F
Third Party Verification
The preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.
It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.
It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.
REFEREE TESTIMONIAL
(Date)
To whom it may concern,
RE: skills in/as
(insert candidate name) (insert industry/job title)
I certify that the above named person has:
worked at for a period of years
regularly undertaken the following activities within the workplace since commencing employment with this organisation:
( Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace
← Can show evidence of managing an event, including facilitating meetings, coordinating the event contractors, compiling a production schedule and fully managing the site.
← Can carry out a risk assessment for an event, both financially and technically.
← Can manage quality customer services, such as registrations for an event, monitoring entry into the venue, dissemination of information about the venue and its events and dealing with the special needs of patrons
← Can develop and implement an operational plan
← Can implement occupational health safety & security procedures, including emergency evacuation information
← Can demonstrate knowledge on the entertainment industry and industrial regulations information required to run an event or venue
← Can show evidence of where they have managed a budget for an event
← Can communicate effectively, giving examples of managing diversity in staff and patrons, managing their team, rostering staff and monitoring staff performance as well as managing their own work.
← Can demonstrate experience in selling products and services at an event, or managing the process; mentioning merchandising, hospitality and marketing.
← Can manage the venue services including monitoring the maintenance program
If you would like any further information or would like to discuss any of the above, I can be contacted on
Yours sincerely
Signature
Print Name and Position
SECTION G
Assessment Tables
You use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.
Question numbers refer to those found in SECTION C of this kit.
Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.
It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.
|Elements |Performance Criteria |Questions |Practical Tasks |
|BSBADM502B Manage meetings | | |
|1. Prepare for meetings |Purpose of meeting is clarified and the agenda developed in line with stated purpose. |1 |1a |
| |The style and structure of the meeting is appropriate to the meeting's purpose. |1 |1a |
| |Meeting participants are identified and notified in accordance with organisational procedures. |1 |1a |
| |Meeting arrangements are confirmed in accordance with requirements of meeting. |1 |1a |
| |Meeting papers are despatched to participants within designated timelines. |1 |1a |
|2. Conduct meetings |Meetings are chaired in accordance with organisational requirements, agreed conventions for the type of meeting and legal and ethical |2 |1a |
| |requirements. | | |
| |Meetings are conducted to ensure they are focused and time efficient. |2 |1a |
| |Meeting facilitation enables participation, discussion, problem solving and resolution of issues. |2 |1a |
| |Minute taker is briefed on recording meeting notes in accordance with organisational requirements and conventions for the type of meeting. |2 |1a |
|3. Follow up meetings |Transcribed meeting notes are checked to ensure they reflect a true and accurate record of the meeting and are formatted in accordance with |3 |1a |
| |organisational procedures and meeting conventions. | | |
| |Minutes and other follow-up documentation are distributed within designated timelines and stored in accordance with organisational |3 |1a |
| |requirements. | | |
| |Outcomes of meetings are reported as required, within designated timelines. |3 |1a |
|BSBMGT502B Manage people performance | | |
|1. Allocate work |Consult relevant groups and individuals on work to be allocated and resources available |4 |2b |
| |Develop work plans in accordance with operational plans |4 |2b |
| |Allocate work in a way that is efficient, cost effective and outcome focussed |4 |2b |
| |Confirm performance standards, Code of Conduct and work outputs with relevant teams and individuals |4 |2b |
| |Develop and agree performance indicators with relevant staff prior to commencement of work | | |
| |Conduct risk analysis in accordance with the organisational risk management plan and legal requirements |4 |2b |
| | |4 |2b |
|2. Assess performance |Design performance management and review processes to ensure consistency with organisational objectives and policies |5 |2b |
| |Train participants in the performance management and review process | | |
| |Conduct performance management in accordance with organisational protocols and time lines |5 |2b |
| |Monitor and evaluate performance on a continuous basis |5 |2b |
| | |5 |2b |
|3. Provide feedback |Provide informal feedback to staff on a regular basis |6 |2b |
| |Advise relevant people where there is poor performance and take necessary actions |6 |2b |
| |Provide on-the-job coaching when necessary to improve performance and to confirm excellence in performance |6 |2b |
| |Document performance in accordance with the organisational performance management system | | |
| |Conduct formal structured feedback sessions as necessary and in accordance with organisational policy |6 |2b |
| | |6 |2b |
|4. Manage follow up |Write and agree performance improvement and development plans in accordance with organisational policies |6 |2b |
| |Seek assistance from human resources specialists where appropriate | | |
| |Reinforce excellence in performance through recognition and continuous feedback |6 |2b |
| |Monitor and coach individuals with poor performance |6 |2b |
| |Provide support services where necessary |6 |2b |
| |Counsel individuals who continue to perform below expectations and implement the disciplinary process if necessary |6 |2b |
| |Terminate staff in accordance with legal and organisational requirements where serious misconduct occurs or ongoing poor-performance |6 |2b |
| |continues | | |
| | |6 |2b |
|CUSADM06A Develop and implement an operational plan | | |
|1. Develop operational plans |1.1 In collaboration with relevant personnel develop plans and strategies based on workplace or project needs and strategic and business |7 |1b |
| |goals to achieve identified operational outcomes | | |
| |Develop scope and objectives based on: | | |
| |overall goals | | |
| |feedback from individuals | | |
| |monitoring of workplace operations |7 |1b |
| |Identify and analyse internal and external factors which may impact on the plan to ensure the achievement of planned and agreed outcomes | | |
| |Consult appropriate colleagues during the development of the plan to confirm and/or adjust details of the plan as required |7 |1b |
| |Develop resource strategies to support planned operational processes and outcomes | | |
| |Develop administrative framework and systems to ensure planned operational outcomes |7 |1b |
| |Identify and communicate priorities, responsibilities and timelines to those who will implement the plan |7 |1b |
| |Develop evaluation systems in consultation with appropriate colleagues to monitor and adjust operational outcomes |7 |1b |
| |Develop an internal and external communications strategy to keep all stakeholders informed |7 |1b |
| | | | |
| | |7 |1b |
| | |7 |1b |
|2. Administer and monitor operational |Implement and monitor operation of plan |8 |1b |
|plans |Provide support and assistance to colleagues involved in implementing the plan and deal with contingencies as required |8 |1b |
| |Comply with reporting requirements | | |
| |Implement and monitor financial control systems |8 |1b |
| |Establish and maintain a file of all relevant documentation and correspondence |8 |1b |
| |Obtain additional resources in accordance with agreed policy |8 |1b |
| | |8 |1b |
|3. Conduct ongoing evaluation |Use agreed evaluation methods to assess effectiveness in the workplace |8 |1b |
| |Involve all appropriate colleagues in evaluation |8 |1b |
| |Identify problems and make appropriate adjustments |8 |1b |
| |Incorporate results of evaluation into ongoing planning and operational management |8 |1b |
|CUEFIN02C Manage a budget | | |
| 1. Allocate funds. |Allocate funds in accordance with the budget and agreed priorities. |9 |5c |
| |Keep all appropriate personnel fully informed of budgetary decisions. |9 |5c |
| |Make colleagues aware of the importance of budget control. |9 |5c |
| |Accurately detail records of resource allocation in accordance with organisational control systems. |9 |5c |
|Monitor and control expenditure. |Check actual income and expenditure against budgets at regular intervals. |10 |5c |
| |Identify areas for improved budget performance and investigate options. |10 |5c |
| |Prepare income and expenditure reports and present in the required format to the appropriate personnel. |10 |5c |
| |Identify deviations from the budget, the reasons for deviation and take appropriate action. | | |
| |Present recommendations clearly and logically to appropriate personnel. |10 |5c |
| |Advise appropriate personnel of budget status in accordance with agreed timeframes. |10 |5c |
| | |10 |5c |
|Complete financial reports. |Accurately complete all required financial and statistical reports within designated timelines. |10, 11 |5c |
| |Make recommendations regarding future financial planning as appropriate. |10, 11 |5c |
| |Make reports clear and concise, and check for accuracy. |10, 11 |5c |
| |Promptly forward reports to the appropriate personnel. |10, 11 |5c |
|CUEOHS01C Implement workplace health, safety and security procedures | | |
|1. Provide information on health and |Provide relevant information to the work group about occupational health and safety policies, procedures and programs. |12 |2c |
|safety. |Clearly explain OHS legislation and industry codes of practice to colleagues. | | |
| | |12 |2c |
|Coordinate participation in health and |Implement and monitor organisational procedures for consultation over occupational health and safety issues to ensure that all members of |14, 16 |2c |
|safety issues. |the work group have the opportunity to contribute. | | |
| |Deal with and resolve issues raised through consultation and resolve them promptly or refer them to the appropriate personnel for resolution|14, 16 |2c |
| |in accordance with workplace procedures. | | |
| |Make the outcomes of consultation over occupational health and safety issues known to the work group promptly. |14, 16 |2c |
|Implement and monitor procedures for |Identify and report existing and potential hazards in the work area so that risk assessment and risk control procedures can be applied. |13 |2c |
|controlling hazards and risks. |Implement work procedures to control risks and monitor adherence to them by the work group in accordance with workplace procedures. | | |
| |Monitor existing risk control measures and report results regularly in accordance with workplace procedures. |13 |2c |
| |Identify inadequacies in existing risk control measures in accordance with the hierarchy of control and report to designated personnel. | | |
| | |13 |2c |
| | | | |
| | |13 |2c |
|Implement and monitor health and safety|Identify occupational health and safety training needs accurately based on regular workplace monitoring. |14, 15 |2c |
|training. |Make timely arrangements for fulfilling identified occupational health and safety training needs in consultation with relevant parties. |14, 15 |2c |
|Maintain occupational health and safety| Complete occupational health and safety records accurately and legibly in accordance with workplace and legislative requirements. |15 |2c |
|records. |Use data to provide reliable and timely input to the management of workplace health and safety. | | |
| | |15 |2c |
|THHGLE22A Manage risk | | |
|Develop risk management strategies |Identify and document risks for a specific environment to include levels of probability and likely impacts. |17 |5b |
| |Integrate the perspective of all stakeholders when identifying risks. | | |
| |Develop and document contingency plans and procedures for risk elimination, minimisation and monitoring in consultation with colleagues and |17 |5b |
| |other stakeholders. |17 |5b |
| |Develop and document communication and reporting mechanisms in relation to identified risks including accountability and incident reporting.| | |
| |Establish mechanisms for the training and education of relevant colleagues and stakeholders. |17 |5b |
| |Establish procedures for ongoing identification of risks |17 |5b |
| | |17 |5b |
|Implement risk management strategies |Monitor activities to identify potential risk on a continuous basis. |18 |5b |
| |Eliminate unacceptable risks wherever practicable in accordance with agreed strategies. |18 |5b |
| |Minimise risks that cannot be eliminated in accordance with agreed strategies. |18 |5b |
| |Monitor risks classified as low in accordance with agreed strategies. |18 |5b |
|Monitor risk management strategies |Make evaluation of risk management a key component of all projects/activities. |19 |5b |
| |Analyse incidents that indicate a "near miss" and review strategies on each occasion. |19 |5b |
| |Feed information on risk management into the organisation's overall health, safety and security planning processes at timely intervals. |19 |5b |
|CUEIND01C Source and apply entertainment industry knowledge | | |
|Source and apply information on the |Correctly identify and access sources of information on the entertainment industry, including information relating to: |20 |1e |
|structure and operation of the |industry structure, different sectors and the products and services available | | |
|entertainment industry. |major industry bodies | | |
| |relationship between entertainment and other industries | | |
| |economic and social significance of the industry. | | |
| |Use knowledge of the entertainment industry appropriately to enhance the quality of work performance. | | |
| | |20 |1e |
|Source and apply knowledge of |Obtain information to assist in effective work performance in the entertainment industry, including information on: |21 |1e |
|industry employment obligations and |career opportunities | | |
|opportunities. |roles, responsibilities and employment rights of contracted workers | | |
| |unions and employer bodies | | |
| |professional associations | | |
| |industrial relations issues. | | |
| |Apply knowledge of industry employment obligations and opportunities appropriately within day-to-day work activities. | | |
| | | | |
| | |21 |1e |
|Seek information on new technology. |Correctly identify sources of information on new technology. |22 |1e |
| |Obtain relevant information to assist effective work performance, including information on: |22 |1e |
| |advances in technology and equipment | | |
| |likely effects of new technology on current work practices and the structure of the industry | | |
| |ways of upgrading skills to allow for the use of new technology | | |
| |sources of technical advice and support. | | |
| |Correctly apply information on technological advances in day-to-day work activities. |22 |1e |
|Seek opportunities to update industry |Identify and use a range of opportunities to update knowledge of the entertainment industry and monitor current issues of concern to the |23 |1e |
|knowledge. |industry. | | |
| |Share updated knowledge with customers and colleagues as appropriate, and incorporate into day-to-day work activities. |23 |1e |
|BSBCUS501A Manage quality customer service | | |
|Plan to meet internal and external |Investigate, identify, assess, and include the needs of customers in planning processes |24 |4c |
|customer requirements |Ensure plans achieve the quality, time and cost specifications agreed with customers |24 |4c |
|Ensure delivery of quality products |Deliver products and/or services to customer specifications within organisation's business plan |25 |4c |
|and/or services |Manage team performance to consistently meet the organisation's quality and delivery standards |25 |4c |
| |Assist colleagues to overcome difficulty in meeting customer service standards using leadership, supervision, coaching and mentoring |25 |4c |
|Monitor, adjust and review customer |Develop and use strategies to monitor progress in achieving product and/or service targets and standards |26 |4c |
|service |Develop and use strategies to obtain customer feedback to improve the provision of products and/or services | | |
| |Develop, procure and use resources effectively to provide quality products and/or services to customers |26 |4c |
| |Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate | | |
| |individuals and groups |26 |4c |
| |Manage records, reports and recommendations within the organisation's systems and processes |26 |4c |
| | | | |
| | |26 |4c |
|CUEFOH06C Manage venue services | | |
|Prepare venue for patrons |Liaise with the appropriate personnel and check that all required services have been arranged. |27 |3a |
| |Check that all aspects of the venue set-up, facilities and equipment allows for easy patron access, especially for those with disabilities, |27 |3a |
| |and to minimise risk of injury to patrons. | | |
| |Identify any deficiencies, including staff shortages, and take prompt action to rectify the situation. |27 |3a |
| |Provide a briefing, as required, to service personnel prior to the opening of the venue. |27 |3a |
| |Open the venue at scheduled opening time. |27 |3a |
|2. Monitor venue services |Monitor the provision of services, identify any problems as they arise and take prompt action to resolve the situation. |28 |3a |
| |Take responsibility for the resolution of any escalated problems or complaints. | | |
| |Greet VIP patrons and provide special assistance, as required. |28 |3a |
| |Make clear and accurate public announcements as required. |28 |3a |
| |Liaise with back-of-house to maximise quality of service to patrons. |28 |3a |
| |Debrief personnel as required and use feedback constructively to enhance quality of future service provision. |28 |3a |
| |Complete and distribute any documentation relating to service operation, including relevant management reports. |29 |3a |
| |Close and secure venue as required in accordance with organisational procedures | | |
| | |29 |3a |
| | | | |
| | |29 |3a |
|THTFME02B Provide on site event management services | | |
|Prepare for on-site management |Develop plans for on-site management in accordance with agreed procedures for the meeting or event. |30 |3e |
| |Check final arrangements for all aspects of the meeting or event and attend to any discrepancies. | | |
| |Create and collate materials to facilitate effective on-site management. |30 |30 |
| |Provide an accurate briefing to operational staff and contractors prior to the meeting or event in an appropriate format including |30 |30 |
| |clarification of roles |30 |30 |
|Oversee meeting/event set up |Establish contact with the nominated contractor personnel at the appropriate time and reconfirm and agree to all requirements. |31 |3e |
| |Make and agree to any necessary adjustments with the contractor. | | |
| |Check all aspects of the event or meeting set up against the pre- arranged agreements including: |31 |3b |
| |availability of all materials and equipment |31 |3e |
| |room set ups | | |
| |staging | | |
| |technical equipment | | |
| |display and signage | | |
| |food and beverage arrangements | | |
| |registration areas | | |
| |Check that all aspects of the venue space used and any equipment has been set up to allow for easy access, especially for those with | | |
| |disabilities, and to avoid risk of injury to guests, delegates and colleagues. |31 |3e |
| |Identify any deficiencies and discrepancies and take prompt action to rectify the situation. | | |
| |Brief any additional on-site staff on the full details of the meeting or event operation including communication and control mechanisms. | | |
| | |31 |3e |
| | |31 |3e |
|Monitor meeting/event operation |Monitor sessions and activities throughout the meeting or event through observation and appropriate reporting processes. |32 |3e |
| |Identify any problems as they arise and take prompt action to resolve the situation. | | |
| |Identify any additional requirements and promptly organise them. |32 |3e |
| |Liaise with the customer throughout the meeting or event to ensure it is progressing to his/her satisfaction. |32 |3e |
| |Liaise with all contractors on an ongoing basis to ensure effective delivery of services. |32 |3e |
| | | | |
| | |32 |3b |
|OOversee meeting/event breakdown |Oversee the breakdown of the meeting or event to ensure it is completed in accordance with agreements. |33 |3e |
| |Coordinate the packing and removal of all materials and equipment in accordance with pre-arranged details. | | |
| |Check the venue to ensure items and belongings are not left behind. |33 |3e |
| |Debrief with contractors if it is necessary to discuss any difficulties or suggestions for future improvements. | | |
| |Check and sign accounts in accordance with contractor agreements. |33 |3e |
| |Note any outstanding items requiring post-event action. |33 |3e |
| | |33 |3e |
| | | |3e |
|CUETEM09B Manage diversity | | |
|Encourage respect for diversity in the |Provide a role model for others through individual behaviour that demonstrates respect for diversity. |35 |2c |
|workplace |Develop work practices and undertake planning in a manner which shows respect for workplace diversity. |35 |2a |
| |Assist and coach colleagues in ways of accepting diversity in relation to both colleagues and customers. | | |
| | |35 |2a |
|Use diversity as an asset |Recognise the skills of a diverse workforce and use these to enhance organisational performance. |36 |2a |
| |Promote the benefits of productive diversity to colleagues |36 |2a |
|Deal with problems arising from |Recognise workplace problems that arise from diversity issues promptly and take action to resolve the situation. |34 |2b |
|diversity issues |Identify training needs and take appropriate action. | | |
| |Use coaching and mentoring to assist colleagues to successfully work in a diverse environment. |34 |2b |
| | |34 |2b |
|SRXEVT001B Coordinate guest/delegate registrations at venues | | |
|Plan registration process |Establish database in accordance with agreed procedures and requirements for a specific meeting/event |37 |3c |
| |Receive registrations and process accurately in accordance with agreed procedures and timelines | | |
| |Action accommodation and travel requirements in accordance with agreed procedures |37 |3c |
| |Report special delegate requirements to suppliers |37 |3c |
| |Issue confirmations in accordance with agreed procedures and within designated timelines |37 |3c |
| |Undertake, where necessary, action to boost numbers in accordance with instructions |37 |3c |
| |Distribute documents and other materials to registered delegates/guests in accordance with requirements of the specific meeting/even |37 |3c |
| | |37 |3c |
|Prepare for registration |Prepare all materials and equipment required for registration and check prior to the meeting/event |38 |3c |
| |Check arrangements for set up of registration area and confirm with the venue in accordance with agreed procedures |38 |3c |
| |Confirm access details with the venue | | |
| | |38 |3c |
|Set up registration area |Check registration location and set up in accordance with pre-arranged requests to venue |39 | 3c |
| |Check set up to ensure safety of guests/delegates and colleagues including those with disabilities |39 |3c |
| |Erect signage as per agreed requirements |39 |3c |
| |Install equipment and check its working order prior to commencement of meeting/event |39 |3c |
| |Prepare materials and position appropriately within the registration areas |39 |3c |
| |Undertake, where appropriate, familiarisation of the venue |39 |3c |
|Process registrations |Welcome guests/delegates in a courteous and friendly manner |40 |3c |
| |Answer Guest/delegate questions in relation to the meeting/event correctly and politely |40 |3c |
| |Check and record details in accordance with agreed registration procedures |40 |3c |
| |Identify discrepancies and action with minimum disruption to the guest/delegate |40 |3c |
| |Record 'no shows' accurately |40 |3c |
| |Advise guests/delegates accurately on features of the meeting/event and venue and provide with the appropriate materials |40 |3c |
| |Monitor Registration numbers and report accurately on a regular basis to appropriate colleagues/clients/supplier | | |
| | |40 |3c |
|Finalise registrations and produce |Finalise registration details within designated timelines |41 |3c |
|materials |Produce name tags and other individual delegate documentation accurately and check in accordance with agreed style for a specific |41 |3c |
| |meeting/event | | |
| |Produce guest/delegate reports/lists to include all required information |41 |3c |
|BSBWOR402A Promote team effectiveness | | |
|Plan to achieve team outcomes |Identify, establish and document team purpose, roles, responsibilities, goals, plans and objectives in consultation with team members |44 |2a |
| |Support team members in meeting expected outcomes | | |
| | |44 |2a |
|Develop team cohesion |Provide opportunities for input of team members into planning, decision making and operational aspects of work team |42 |2a |
| |Encourage and support team members to take responsibility for own work and to assist each other in undertaking required roles and | | |
| |responsibilities |42 |2a |
| |Provide feedback to team members to encourage, value and reward individual and team efforts and contributions | | |
| |Recognise and address issues, concerns and problems identified by team members or refer to relevant persons as required |42 |2a |
| | | | |
| | |42 |2a |
|Participate in and facilitate work team|Actively encourage team members to participate in and take responsibility for team activities and communication processes |43 |2a |
| |Give the team support to identify and resolve problems which impede its performance | | |
| |Ensure own contribution to work team serves as a role model for others and enhances the organisation's image within the work team, the |43 |2a |
| |organisation and with clients/customers |43 |2a |
|Liaise with management |Maintain open communication with line manager/management at all times |43 |2a |
| |Communicate information from line manager/management to the team |43 |2a |
| |Communicate unresolved issues, concerns and problems raised by the team/team members to line manager/management and ensure follow-up action |43 |2a |
| |is taken | | |
| |Communicate unresolved issues, concerns and problems related to the team/team members raised by line managers/management to the team and |43 |2a |
| |ensure follow-up to action is taken | | |
|THHGLE06B Monitor staff performance | | |
|Monitor performance and provide |Consult with and inform colleagues about expected standards of performance using appropriate communication mechanisms. |46 |2b |
|feedback to staff |Monitor ongoing performance by maintaining close contact with the workplace and relevant colleagues. | | |
| |Provide confirming and corrective feedback to colleagues on an on-going basis. |46 |2b |
| |Provide colleagues with appropriate guidance and support in the workplace. |46 |2b |
| |Recognise and reward achievements and outstanding performance in accordance with enterprise procedures. |46 |2b |
| |Identify the need for further coaching or training and organise in accordance with enterprise policies. |46 |2b |
| | | | |
| | |46 |2b |
|Recognise and resolve performance |Identify and investigate performance problems promptly. |45, 48 |2b |
|problems |Use feedback and coaching appropriately to address performance problems. |45, 48 |2b |
| |Discuss and agree upon possible solutions with the colleague in question in accordance with enterprise procedures. |45, 48 |2b |
| |Follow up outcomes of informal counselling through review in the workplace. | | |
| |Organise and conduct a formal counselling session when required in accordance with required procedures. |45, 48 |2b |
| | |45, 48 |2b |
|Implement performance management |Implement formal performance management systems in accordance with enterprise policy. |47, 48 |2b |
|systems |Conduct individual performance evaluations openly and fairly in accordance with enterprise policy. |47, 48 |2b |
| |Complete and file performance management records in accordance with enterprise policy and industrial requirements. |47, 48 |2b |
| |Agree on courses of action with colleagues and follow up in the workplace. | | |
| | |47, 48 |2b |
|THTFME06A Manage event contractors | | |
|Identify event operational requirements|Analyse event staging requirements based on detailed review of all aspects of the proposed event. |49 |3b |
| |Develop an accurate summary of staging requirements for each event component in consultation with key stakeholders. |49 |3b |
| |Incorporate safety and risk management issues into all planning documentation and processes. | | |
| | |49 |3b |
|Source contractors |Identify and source appropriate contractors to provide services for the event. |50, 51 |3b |
| |Provide accurate briefings or specifications on precise staging requirements to contractors. |50, 51 |3b |
| |Obtain complete and timely quotations for the provision of services. |50, 51 |3b |
| |Analyse quotations and select contractors in consultation with key stakeholders. |50, 51 |3b |
| |Confirm agreements with contractors in writing to include details and costs of all services. |50, 51 |3b |
|Monitor contractors |Monitor progress, including safety issues, at regular intervals through ongoing liaison with contractors and other stakeholders. |51 |3b |
| |Identify the need for adjustments and organise appropriate changes with confirmation in writing. | | |
| |Negotiate adjustments to maintain the integrity and quality of the event. |51 |3b |
| |Evaluate work completed against event requirements and time schedules, and take appropriate action to address delays. |51 |3b |
| | |51 |3b |
|CUEFOH10B Monitor entry into a venue | | |
|Monitor and maintain access to the |Check all items associated with access to the venue before arrival of customers to ensure functionality. |52 |3a |
|venue |Control access to the venue according to organisational procedures, complying at all times with specific safety and security regulations. |52 |3a |
| |Check areas regularly for safety and comfort of customers. | | |
| |When monitoring restricted access areas, check identification and allow only authorised personnel to enter restricted areas. |52 |3a |
| |Restrict access to the auditorium until clearance is obtained. |52 |3d |
| | | | |
| | |52 |3d |
|Monitor crowds |Identify the maximum number of customers the area can accommodate. |53, 54 |3d |
| |Ensure that queues are controlled firmly and courteously. |53, 54 |3d |
| |Monitor the crowd size and ensure that the maximum number is not exceeded. |53, 54 |3d |
| |Request that customers surrender restricted items and confiscate, if necessary, according to organisational procedures. |53, 54 |3d |
| |Identify problems promptly and take action to rectify or refer to appropriate personnel. |53, 54 |3d |
| |Monitor crowd behaviour and promptly report any problems to the appropriate personnel or security personnel. |53, 54 |3d |
| |Communicate with colleagues and customers in a courteous manner at all times. | | |
| | |53, 54 |3d |
|CUECOR02C Work with others | | |
|Participate in the work/group process |Correctly identify work requirements relevant to the group/process. |55 |2a |
| |Correctly identify own role and roles of others in meeting work requirements, and carry out own role. |55 |2a |
| |Provide assistance to others involved in the work group/process, as required, and make other constructive contributions to meeting work |55 |2a |
| |requirements. | | |
| |Take time and resource constraints into account in fulfilling work requirements. |55 |2a |
| |Apply the organisation’s work policies, procedures and conventions covering acceptable workplace conduct to work place activities. |55 |2a |
| |Take individual differences into account in achieving work requirements. | | |
| |Use strengths of individuals to develop others in the group, sharing learning as part of the group process |55 |2a |
| | |55 |2a |
|Contribute to the flow of information |Share information and ideas relevant to the work with others to enhance work outcomes. |56 |2a |
|and ideas |Provide relevant, timely and accurate information to others, as required. |56 |2a |
| |Seek information and ideas from others as required to assist achievement of work requirements. |56 |2a |
| |Record information in the required detail and item frame in the specified format. |56 |2a |
| |Compile and maintain work information systematically and accurately and file for ease of retrieval as required. |56 |2a |
| |Identify any linguistic and cultural differences in communication styles and their relevance to the context. | | |
| | |56 |2a |
|Deal effectively with issues, problems |Identify issues, problems and conflicts encountered in the work place. |57 |2a |
|and conflicts |Discuss issues, problems and conflicts with team members and suggest possible ways of dealing with them as appropriate or refer them to the |57 |2a |
| |appropriate person. | | |
|CUFPPM408A Compile production schedules | | |
|Confirm resources schedule |Analyse and interpret resource schedules to confirm resources required for each stage in the production process |58 |1c |
| |Consult with all departments involved in the production to clarify and confirm their requirements | | |
| |Confirm accuracy and feasibility of resource schedule against overall production requirements |58 |1c |
| |Conduct discussions with colleagues in a manner which promotes positive working relationships |58 |1c |
| |Identify non-resource issues that may affect production schedules and collate and compile relevant information |58 |1c |
| | | | |
| | |58 |1c |
|Compile production schedules |Create an appropriate production timeline, ensuring the schedule identifies clearly and accurately major responsibilities, stages, tasks and|59 |1c |
| |target dates required to deliver the productions within budget and to deadline. | | |
| |Ensure the schedule clearly and realistically allocates the resources required | | |
| |Identify and accommodate factors affecting the timing and sequence of tasks within schedules |59 |1c |
| |Allocate time to each stage of the production that is realistic and sufficient to enable objectives to be met |59 |1c |
| |Ensure the time allocated enables the efficient use of resources |59 |1c |
| |Identify factors that may cause production delays and develop contingency plans to accommodate potential delays | | |
| | |59 |1c |
| | |59 |1c |
|Finalise production schedules |Ensure the schedule is accurate, comprehensive and presented clearly |60 |1c |
| |Distribute schedule promptly to all relevant personnel and allow adequate opportunities for them to ask questions and seek clarification |60 |1c |
| |Resolve difficulties and/or ambiguities in the understanding or implementation of schedules as required | | |
| |Revise schedules as required and communicate changes promptly to relevant personnel |60 |1c |
| |Develop and maintain an appropriate, clear and easily accessible recording system for all information relating to production schedules |60 |1c |
| | |60 |1c |
|WRRS1B Sell products and services | | |
|Apply product knowledge |Knowledge of the use and application of relevant products and services demonstrated according to store policy and legislative requirements. |61 |4b |
| |Product knowledge developed by accessing relevant sources in information. | | |
| | |61 |4b |
|Approach customer |Timing of customer approach determined and applied. |62 |4b |
| |Effective sales approach identified and applied. |62 |4b |
| |Positive impression conveyed to arouse customer interest. |62 |4b |
| |Knowledge of customer buying behaviour demonstrated |62 |4b |
|Gather information |Questioning techniques applied to determine customer buying motives. |62 |4b |
| |Listening skills used to determine customer requirements. |62 |4b |
| |Non-verbal communication cues interpreted and clarified. |62 |4b |
| |Customers identified by name where possible. |62 |4b |
| |Customer directed to specific merchandise. |62 |4b |
|Sell benefits |Customer needs matched to appropriate products and services. |62, 63 |4b |
| |Knowledge of products’ features and benefits communicated clearly to customers. |62, 63 |4b |
| |Product use and safety requirements described to customers. |62, 63 |4b |
| |Customers referred to appropriate product specialist as required. |62, 63 |4b |
| |Routine customer questions about merchandise are answered accurately and honestly or referred to more experienced senior sales staff. |62, 63 |4b |
|Overcome objections |Customer objections identified and accepted. |62, 63 |4b |
| |Objections categorised into price, time and merchandise characteristics. |62, 63 |4b |
| |Solutions offered according to store policy. |62, 63 |4b |
| |Problem solving applied to overcome customer objections. |62, 63 |4b |
|Close sale |Customer buying signals monitored, identified and responded to appropriately. |62, 63 |4b |
| |Customer encouraged to make purchase decisions. |62, 63 |4b |
| |Appropriate method of closing sale selected and applied. |62, 63 |4b |
|Maximise sales opportunities |Opportunities for making additional sales recognised and applied. |62, 63 |4b |
| |Customer advised of complementary products or services according to customer’s identified need. |62, 63 |4b |
| |Personal sales outcomes reviewed to maximise future sales. |62, 63 |4b |
|CUEFOH09B Provide venue information and assistance | | |
|Access and update venue information |Access and keep up-to-date with information on facilities available at the venue in accordance with organisational systems. |64 |4a |
| |Incorporate information into day-to-day contact with the customer to support quality of service standards within the venue. | | |
| |Share information with colleagues to support efficiency of service. |64 |4a |
| | | | |
| | |64 |4a |
|Greet patrons |Greet patrons courteously and according to organisational procedures. |65 |3a |
| |Provide special recognition to any regular patrons |65 |3a |
|Provide information and assistance to |Proactively identify information and assistance needs of different patrons, including those with special needs. |65, 66 |3a |
|patrons |Respond to requests for information and assistance politely and provide accurate, clear and concise information. | | |
| |Provide special assistance to patrons with special needs with care and consideration and in accordance with enterprise procedures. |65, 66 |3a |
| |Relay requests for further information or assistance to other appropriate personnel, as required. | | |
| |Clearly and politely communicate any changes to the scheduled performance/session/event and address patrons’ concerns, as required. |65, 66 |3a |
| |Promote products and services available within the venue to patrons using appropriate customer service skills. | | |
| | |65, 66 |3a |
| | |65, 66 |3a |
| | | | |
| | |65, 66 |3a |
|CUECOR01C Manage own work and learning | | |
|Develop personal time management skills|Establish priorities and deadlines in consultation with others, as appropriate. |67 |2a |
| |Plan time so that tasks are completed according to order of priority and within established deadlines. |67 |2a |
| |Re-prioritise work effectively as necessary to accommodate important workload variations. |67 |2a |
| |Document details of work tasks and commitments accurately, as required. |67 |2b |
| |Maintain basic work records effectively. |67 |2b |
| |Identify any variations and difficulties affecting work requirements through regular reviews, and inform appropriate personnel |67 |2a |
|Manage own learning |Identify own learning needs in consultation with appropriate personnel. |68 |2b |
| |Identify opportunities to meet learning needs and take appropriate action in consultation with the appropriate personnel. |68 |2b |
| |Collate evidence of on and off-the-job learning relevant to work role. | | |
| | |68 |2b |
|Receive and act constructively on |Regularly seek suggestions on ways to improve work. |69 |2b |
|personal feedback |Act on feedback as required to improve work performance. |69 |2b |
|BSBPMG510A Manage projects | | |
|Define project |Access project scope and other relevant documentation |70 |5a |
| |Define project stakeholders |70 |5a |
| |Seek clarification from delegating authority of any issues related to project and project parameters |70 |5a |
| |Identify limits of own responsibility and reporting requirements |70 |5a |
| |Clarify relationship of project to other projects and to the organisation's objectives |70 |5a |
| |Determine and access available resources to undertake project |70 |5a |
|Develop project plan |Develop project plan including timelines, work breakdown structure, role and responsibilities and other details of how the project will be |70 |5a |
| |managed in relation to the project parameters | | |
| |Identify and access appropriate project management tools |70 |5a |
| |Formulate risk management plan for project, including occupational health and safety (OHS) |70 |5a |
| |Develop and approve project budget |70 |5a |
| |Consult team members and take their views into account in planning the project |70 |5a |
| |Finalise project plan and gain any necessary approvals to commence project according to documented plan |70 |5a |
|Administer and monitor project |Take action to ensure project team members are clear about their responsibilities and the project requirements |71 |5a |
| |Provide support for project team members, especially with regard to specific needs, to ensure that the quality of the expected outcomes of |71 |5a |
| |the project and documented time lines are met | | |
| |Establish and maintain required record keeping systems throughout the project |71 |5a |
| |Implement and monitor plans for managing project finances, resources (human, physical and technical) and quality |71 |5a |
| |Complete and forward project reports as required to stakeholders | | |
| |Undertake risk management as required to ensure project outcomes are met |71 |5a |
| |Achieve project deliverables |71 |5a |
| | |71 |5a |
|Finalise project |Complete financial record keeping associated with project and check for accuracy |72 |5a |
| |Assign staff involved in project to new roles or reassign to previous roles |72 |5a |
| |Complete project documentation and obtain any necessary sign offs for concluding project |72 |5a |
|Review project |Review project outcomes and processes against the project scope and plan |72 |5a |
| |Involve team members in the project review |72 |5a |
| |Document lessons learnt from the project and report within the organisation |72 |5a |
|THHGLE05B Roster staff | | |
|Develop and implement staff rosters |Develop rosters in accordance with relevant award provisions, enterprise agreements and wage budgets. |73 |2b |
| |Maximise operational efficiency and customer service levels while minimising wage costs in roster development. | | |
| |Combine duties where appropriate to ensure effective use of staff. |73 |2b |
| |Utilise the available skills base appropriately to roster the most effective mix of staff and to meet different operational requirements. | | |
| |Present rosters in required formats to ensure clarity of information in accordance with enterprise standards. |73 |2b |
| |Communicate rosters to appropriate colleagues within designated timelines. |73 |2b |
| | | | |
| | |73 |2b |
| | |73 |2b |
|Maintain staff records |Complete time sheets and other documentation accurately and within designated timelines. |74 |2b |
| |Update staff records accurately and maintain or store in accordance with enterprise procedures. |74 |2b |
|SRXFAC003B Implement facility maintenance programs | | |
|Contribute to the development of a |Ensure that maintenance program protects health and safety of facility users |75 |1d |
|maintenance program |Demonstrate that program accounts for short, medium and long term maintenance requirements of the facility |75 |1d |
| |Schedule maintenance activities to minimise disruption to facility users | | |
| |Integrate maintenance program with asset acquisition and disposal plans |75 |1d |
| |Demonstrate that maintenance plan protects function and value of asset |75 |1d |
| |Consider alternative maintenance methods and use to maintain cost effective program |75 |1d |
| | |75 |1d |
|Implement a maintenance program |Maintain facility function without interruption where possible |75 |1d |
| |Maintain safety for facility users at all times in accordance with organisation and legislative requirements |75 |1d |
| |Carry out routine maintenance within scheduled timeframes and budgets | | |
| |Respond promptly to requests for maintenance assistance |75 |1d |
| |Report recommendations which contribute to the increased efficiency of maintenance to the responsible person |75 |1d |
| | |75 |1d |
|Respond to failed or unsafe equipment |Erect clear and noticeable warning signs around equipment which is in the process of being repaired |76 |1d |
| |Carry out the assessment of failed or unsafe equipment in accordance with requirements | | |
| |Perform repairs within the learner's designated responsibility and ensure manufacturer's recommendations and standards are complied with |76 |1d |
| |Withdraw (immediately) from use of unsafe equipment which cannot be effectively repaired within one's own area of responsibility in the work|76 |1d |
| |environment | | |
| |Record equipment that is seen to have failed and reported promptly to the responsible person |76 |1d |
| |Complete (promptly, accurately and correctly) reports on repair work which has been undertaken | | |
| |Follow guidelines and codes of practice correctly at all times |76 |1d |
| | |76 |1d |
| | |76 |1d |
|Inspect, clean and maintain facilities |Carry out regular inspections to identify potential hazards/problems in the work area according to workplace procedures and standards |77 |1d |
| |Clean and maintain areas and amenities to required standards in accordance with Occupational Health and Safety (OH&S) legislation | | |
| |Store and handle chemicals safely according to directions, Occupational Health and Safety (OH&S), health regulations and organisation policy|77 |1d |
| |Dispose of wastes and dangerous chemicals in accordance with Occupational Health and Safety, health regulations and organisation policy |77 |1d |
| | | | |
| | |77 |1d |
|Monitor necessary supplies and records |Check supplies/stock regularly for quantity, quality and expiry date |77 |1d |
| |Maintain determined optimum supply/stock levels to ensure constant productivity |77 |1d |
| |Undertake purchase, receipt, storage and issue of supplies in accordance with organisation procedures |77 |1d |
| |Reconcile supply/stock levels with paperwork and rectify or report any discrepancies to nominated person within designated timelines |77 |1d |
| |Update records in an accurate manner to ensure confidentiality and security of information and keep records for the necessary period | | |
| |Dispose of expired or damaged supplies/stock according to Occupational Health and Safety (OH&S) legislation and organisation regulations |77 |1d |
| | | | |
| | |77 |1d |
|Monitor function and value of assets |Obtain research and feedback from facility users on effectiveness of maintenance program |77 |1d |
| |Check condition of asset regularly against criteria that ensure retention of function and value |77 |1d |
| |Respond to identified problems promptly in accordance with organisation procedures |77 |1d |
| |Value supplies/stock using the nominated valuation method (if required) |77 |1d |
-----------------------
gap training (only IF REQUIRED)
APPLICATION
Practical Assessment
COMPETENCY CONVERSATION
INTERVIEW and DOCUMENT REVIEW
issue QUALIFICATION- RTO
Step 1:
Analyse the application.
Identify links between any documents applicant provides and competency units.
Identify any key questions for competency conversation.
Step 5:
Identify any practical activities required to confirm competency
Observe practical activity
Step 7:
Identify areas where 3rd party verification is needed and inform candidate.
Confirm / Verify 3rd party reports
Step 3:
Conduct competency conversation
Step 2:
Record results of analysis in table at end of application
Step 4:
Complete the Record of Conversation sheets during the competency conversation
Step 6:
Complete Practical Assessment Tasks Observation Sheets
Step 8:
Receive completed Third party reports
* Remember RPL assessment is an accumulative process of collecting evidence.
Complete assessment sign off & file documentation.
Issue qualification / advise of gap training as appropriate
Assessment Activity
Record keeping Activity
................
................
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