Business Services Training Package
BSB01
To be reviewed by 30/08/04
Print version 2.00
Volume 2 of 6
The contents of this volume refer only to the Endorsed Components
of BSB01 Business Services Training Packag e. This volume should not
be read in isolation but in the contex t of the Training Package as a whole
Please refer to the following page fo r details of other volumes in this Training Package.
This volume contains
Units of competency for
Human Resources
Assessment and Workplace Training
Recordkeeping
© Australian National Tr aining Authority (ANTA), 2002
Australian National Tr aining Authority
Level 11, AMP Place
10 Eagle Street
BRISBANE, QLD 4000
Phone: (07) 3246 2300
Fax: (07) 3246 2490
All rights reserved. This work has been produced initially with th e assistance of funding
provided by the Commonwealth Governme nt through ANTA. This work is copyright, but
permission is give n to teachers, trainers a nd assessors to make copies by photocopying or
other duplicating proces ses for use within thei r training organisation or in a workplace where
training is being conducted. This permission doe s not extend to the ma king of copies for use
outside the immediate training environment for which they are made, nor the m aking of
copies for hire or resale to third parties. For permission outside these guidelines, apply in
writing to the Australian Na tional Training Authority.
This work is the result of wi de consultations with many Au stralian industry participants
throughout Australia. Consequen tly, it is a collaborative view and does not necessarily
represent any specific body and no single body wa rrants its content or accepts liability.
Published by: A ustralian Training Products Ltd
Level 25, 150 Lonsdale St
Melbourne 3000
Phone: +61 3 96550600 Fax: +61 3 9639 4684
www.atpl.net.au
First Published September, 2001
STOCKCODE: 1130032S
ISBN: 0 642 79616 5 (set)
BSB01 Business Services Tr aining Package (Vol 2 of 6)
Printed for Australian Training Products Ltd by Docume nt Printing Australia, Melbourne,
Australia
AESharenet: P
Version 2.00
1/5/2002
Contents of volumes in the Busine ss Services Training Package
Vol 1
Introduction to BSB01
Qualifications Guide
Assessment Guidelines
Competency Standards
Field: Common Business
Domain: Common Business
Vol 2 Competency Standards
Field: Human Resource s Management
Domains: Human Resources; Assessment
& Workplace Training
Field: Business Information Services
Domain: Recordkeeping
Vol 3 Competency Standards
Field: Business Development
Domains: Advertising
Sales
Marketing
Vol 4 Competency Standards
Field: Business Administrat ion Services
Domains: Specialist Administration;
Legal Services
Vol 5 Competency Standards
Field: Business Management Services
Domains: Frontline Management; Small
Business Management; Governance
(I ndigenous Organisations); Strategic
Management
Vol 6 Competency Standards
Field: e-business
Domain: e-business
Business Services Training Pack age
© Australian Nati onal Training Authority 2002 Vol 2 Page i
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Advice on us e of current version
Training Packages are living documents. Changes are periodically ma de to
reflect the latest industry practices.
As a user of the Training Package, and before commencing any form of
training or assessment, you mu st ensure delivery is from the current version.
Ensure you are comp lying with this requirement by:
0078 Checking the version iden tifier code of the version you currently have
(located on the imprint page, just below the copyright statement)
0078 Accessing the Australian Training Products (ATP) website and
comparing the version identifie r. This information is displayed in the
sample of the Training Package
0078 Where the ATP website shows a different version, the Modification
History, again shown on the ATP we bsite in the Training Package
sample, will display the changes ma de in all versions.
ATP website for version comparison: http://www.atpl.net.au
The Modification History is also avai lable on the website of the developer
of the Training Package, Business Services Training Australia Ltd:
http://www.bsitab.o
Changes in Units of Competency and packaging of qualifications are
reflected on the National Training Information Service, which displays only
current information. http://www.ntis.gov.au
Business Services Training Pack age
Page ii Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Qualifications in the Busine ss Services Training Package
List of qualifications
BSB10101 Certificate I in Business
BSB20101 Certificate II in Business
BSB30101 Certificate III in Business
BSB30201 Certificate III in Business Administration
BSA30200 Certificate III in Busi ness (Legal Administration)
BSB30301 Certificate III in Business (Sales)
BSB30401 Certificate III in Business (Recordkeeping)
BSB30501 Certificate III in Busi ness (Frontline Management)
BSB30601 Certificate III in E-business
BSB40101 Certificate IV in Busine ss
BSB40201 Certificate IV in Business Administration
BSB40301 Certificate IV in Busine ss (Recordkeeping)
BSB40401 Certificate IV in Business (Small Business Management)
BSB40501 Certificate IV in Business Develo pment
BSB40601 Certificate IV in Business (Advertising)
BSB40701 Certificate IV in Business (Marketing)
BSB40801 Certificate IV in Busine ss (Human Resources)
BSB40901 Certificate IV in Business (Governance)
BSB41001 Certificate IV in Bu sine ss (Frontline Management)
BSB41101 Certificate IV in Business Management
BSA40200 Certificate IV in Business (Le gal Services)
BSB41201 Certificate IV in E-business
BSB41301 Certificate IV in E-business Development
BSB50101 Diploma of Business
BSB50201 Diploma of Business Administration
BSB50301 Diploma of Business (Rec ordkeeping)
BSB50401 Diplom a of Business Management
BSB50501 Diploma of Business Development
BSB50601 Diploma of Business (Advertising)
BSB50701 Diploma of Business (Marketing)
BSB50801 Diploma of Busine ss (Human Resources)
BSB50901 Diploma of Business (Governance)
BSB51001 Diploma of Business (Frontline Management)
BSA50200 Diploma of Business (Legal Service s)
BSB51101 Diploma of E-business
BSB51201 Diploma of Strategic E-b usiness Development
BSB51301 Diploma of E-learning
BSB60101 Advanced Diploma of Business (Recordkeeping)
BSB60201 Advanced Diploma of Business Manag ement
BSB60301 Advanced Dipl oma of Business (Human Resources)
BSB60401 Advanced Diploma of Business Development
BSB60501 Advanced Diploma of Business (A dvertising)
BSB60601 Advanced Dipl oma of Business (Marketing)
BSB60701 Advanced Diploma of E-business
BSB60801 Advanced Diploma of Strategic E-bu siness Development
Business Services Training Package
© Australian National Training Auth ority 2002 Vol 2 Page iii
BSB01 to be reviewed by 30/08/04 Print ver 2.00
List of Units of Competency
in the Business Services Training Package
Common
(Units of Competency found in Vol 1)
AQF Level I
BSBCMN101A Prepare for work
BSBCMN102A Complete dail y work activities
BSBCMN103A Apply basic communication skills
BSBCMN104A Plan skills development
BSBCMN105A U se business equipment
BSBCMN106A Follow workplace safety procedures
BSBCMN107A Operate a personal computer
BSBCMN108A D evelop keyboard skills
BSBCMN109A Follow environmental work
practices
AQF Level II
BSBCMN201A Work effec tively in a business
environment
BSBCMN202A Organise and complete daily work
act ivities
BSBCMN203A C ommunicate in the workplace
BSBCMN204A Work effectively with others
BSBCMN205A U se business technology
BSBCMN206A Process and maintain workplace
information
BSBCMN207A Prepare and process
financial/business documents
BSBCMN208A Deliver a service to cus tomers
BSBCMN209A Provide information to clients
BSBCMN210A Implement improved work practices
BSBCMN211A Participate in workplace safety
procedures
BSBCMN212A Handle mail
BSBCMN213A P roduce simple wordprocessed
documents
BSBCMN214A Create and use simple sp readsheets
BSBCMN215A P articipate in environmental work
practices
AQF Level III
BSBCMN301A Exercise initi at ive in a business
environment
BSBCMN302A O rganise pers onal work priorities
and development
BSBFLM303A Contribute to effective workplace
relationships
BSBCMN304A C ontribute to personal skill
development and learning
BSBCMN305A O rganise workplace information
BSBCMN306A Produce business do cuments
BSBCMN307A M aintain business resources
BSBCMN308A Maintain fina ncial records
BSBCMN309A R ecommend products and services
BSBCMN310A Deliver and monitor a service to
customers
BSBCMN311A Maintain workplace safety
BSBCMN312A Support innovation and change
BSBCMN313A Maintain envi ronmental procedures
AQF Level IV
BSBFLM404A Lead work teams
BSBCMN402A Develop work priorities
BSBCMN403A Establish business networks
BSBCMN404A Develop teams and individuals
BSBCMN405A Analyse and present res earch
information
BSBCMN406A Maintain business technology
BSBCMN407A Coordinate business resources
BSBCMN408A Report on fina ncial activity
BSBCMN409A Promote products and services
BSBCMN410A Coordinate implemen tation of
customer servi ce strategies
BSBCMN411A M onitor a safe workplace
BSBCMN412A Promote innovation and change
BSBCMN413A Implement and monitor
environmental policies
Human Resources
(Units of Competency found in Vol 2)
AQF Level IV
BSBHR401A Administer human resource systems
BSBHR402A Recruit and select personnel
BSBHR403A Process human resource documents
and inquiries
BSBHR404A Co-ordinate human re source
services
AQF Level V
BSBHR501A Manage human resource
consultancy services
BSBHR502A Manage human resource
management information systems
BSBHR503A Manage performance manage ment
systems
BSBHR504A Manage industr ial re lations policies
and processes
BSBHR505A Manage remuneration and
em ployee benefits
BSBHR506A Manage recruitment selection and
induction processes
BSBHR507A Manage sepa ration/termination
BSBHR508A Manage work/life skills
BSBHR509A Manage rehabilitation/re turn to
work programs
AQF Level VI
BSBHR601A Manage change
BSBHR602A Manage human resource strategic
planning
BSBHR603A Contribute to organisation
development
BSBHR604A Manage employee relations
BSBHR605A Contribute to organisation design
Business Services Training Package
Page iv Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Assessment and Workplace Training
(Units of Competency found in Vol 2)
AQF Level IV
BSZ401A Plan assessment
BSZ402A Conduct assessment
BSZ403A Review assessment
BSZ404A Train small groups
BSZ405A Plan and promote a training
program
BSZ406A Plan a series of traini ng sessions
BSZ407A Deliver training sessions
BSZ408A Review training
AQF Level V
BSZ501A Analys e competency requirements
BSZ502A Design and establish the training
system
BSZ503A Design and establish the assessment
system
BSZ504A Manage the trai ning and assessment
system
BSZ505A Evaluate the traini ng and
assessment system
BSZ506A Develop assessment procedures
BSZ507A Develop assessment tools
BSZ508A Design training courses
Recordkeeping
(Units of Competency fou nd in Vol 2)
AQF Leve l III
BSBRKG301A C ontrol records
BSBRKG302A Undertake disposal
BSBRKG303A Retrieve information from records
BSBRKG304A Maintain business r ecords
AQF Level IV
BSBRKG401A Review the status of a record
BSBRKG402A Provide information from and about
records
BSBRKG403A Set up a busin ess or records system
for a small office
BSBEBUS406A Monitor and maintain records in an
online environment
AQF Level V
BSBRKG501A Determine business or r ecords
system specificat ions
BSBRKG502A Manage and monitor business or
records systems
BSBRKG503A Develop and maintain a
classification scheme
BSBRKG504A Develop termi nology for activities
and records
BSBRKG505A Document or reconstruc t a business
or records sy stem
AQF Level VI
BSBRKG601A Define recordk eeping framework
BSBRKG602 A Develop recordkeeping policy
BSBRKG603A Prepare a functional an alysis for an
organisation
BSBRKG604A Determine s ecurity and access rules
and procedures
BSBRKG605A Determine records requirements to
document a function
BSBRKG606A Design a records rete ntion and
disposal schedu le
BSBRKG607A Document and monitor the record-
crea ting context
BSBRKG608A P lan management of records over
time
Advertising
(Units of Competency found in Vol 3)
AQF Level IV
BSBADV401A P rofile a target audience
BSBADV402A Conduct pre-campaign testing
BSBADV403A Monitor advertising production
BSBADV404A S chedule advertisements
AQF Level V
BSBADV501A Develop a creative concept
BSBADV502A Write persuasive copy
BSBADV503A Coordinate adv ertising research
BS BADV504A Create advertisements
BSBADV505A Evaluate and recommend ‘above
the line’ media options
BSBADV506A Evaluate and recommend ‘below
the line’ media options
BSBADV507A Develop a media plan
BSBADV508A Present an adv ertising campaign
AQF Level VI
BS BADV601A Create an advertising brief
BSBADV602A Develop an adver tising campaign
BSBADV603A Manage advertising production
BSBADV604A Execute an adver tising campaign
BSBADV605A Evaluate campaign effectiveness
Marketing
(Units of Competency found in Vol 3)
AQF Level III
BSBMKG301A Research th e market
BSBMKG302A Identify marketing opportunities
BSBMKG303A Draft an elemen tary marketing audit
report
AQF Level IV
BSBMKG401A Profile the market
BSBMKG402A Analys e consumer behaviour for
s pecific markets
BSBMKG403A Analyse market data
BSBMKG404A Forecast market and business needs
BSBMKG405A Implement an d monitor marketing
act ivities
BSBMKG406A Build client relationships
BSBMKG407A Make a presentation
AQF Level V
BSBMKG501A Evalua te marketing opportunities
BSBMKG502A Establish and adjust the marketing
mix
BSBMKG503A Develop a marketing
communications plan
BSBMKG504A Implement a marketing solution
BSBMKG505A Review marketing performance
AQF Level VI
BSBMKG601A Develop marketing strategies
Business Services Training Pack age
© Australian Nati onal Training Authority 2002 Vol 2 Page v
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BSBMKG602A Develop a marketing plan
BSBMKG603A Manage the marketing process
BSBMKG604A Develop and manage di rect
marketing campaigns
BSBMKG605A Evaluate inte rnational marketing
opportunities
BSBMKG606A Manage international marketing
programs
Sales
(Units of Competency found in Vol 3)
AQF Level III
BSBSLS301A Develop produ ct knowledge
BSBSLS302A Identify sales prospects
BSBSLS303A Present a sales solution
BSBSLS304A Secure pr osp ect commitment
BSBSLS305A Support pos t-sale activities
BSBSLS306A Self-manage sales pe rformance
AQF Level IV
BSBSLS401A Lead a sales team
BSBMKG406A Build client relationships
Specialist Administration
(Units of Competency found in Vol 4)
AQF Level II
BSBMED201A Use basic medical terminology
BSBMED202A Follow OHS policies and
procedures in medical office
AQF Level III
BSBMED301A Use advanced medical terminology
BSBMED302A Prepare and process medical
accounts
BSBADM301A Produce texts from shorthand notes
BSBADM302A Produce texts from notes
BSBADM303A Produce texts from audio
transcription
BSBADM304A Design and de velop text documents
BSBADM305A Create and use databases
BSBADM306A Create elec tronic presentations
BSBADM307A Organise schedules
BSBADM308A Process payroll
BSBADM309A Process accounts paya ble and
receivable
BSBADM310A Maintain a gene ral ledger
AQF Level IV
BSBADM401A Produce complex texts from
shorthand notes
BSBADM402A Produce complex business
documents
BSBADM403A Develop and use complex databases
BSBADM404A Develop and use complex
sp readsheets
BSBADM405A Organise meetings
BSBADM406A Organise business travel
BSBADM407A Administer projects
BSBADM408A Prepare financ ial reports
AQF Level V
BSBADM501A Manage the establishment and
maintenance of a workgroup
network
BSBADM502A Manage meetings
BSBADM503A Plan and manage conf erences
BSBADM504A Plan or review administration
systems
BSBADM505A Manage payroll
BSBADM506A Manage busin ess document design
and development
Legal Services
(Units of Com petency found in Vol 4)
AQF Level III
BSALPP301A Apply knowledge of the legal
system to complete tasks
BSALPP302A Carry out search of th e public
record
BSALPP303A Deliver court documen tation
BSBCMN201A W ork effec tively in a business
environment
BSACS301A Apply the principles of
confidentiality and secur ity within
the legal environment
BSBCMN306A Produce business documents
BSALR301A Handle receipt and despatch of
information
BSALC301A Use legal terminology in order to
carry out tasks
BSALO301A Assist in prioritising and planning
activities in a legal practice
BSALF301A Maintain records for time and
disbursements in a legal practice
BSBFLM303A Contribute to effective workplace
relationships
AQF Level IV
BSALPP401 A Prepare and produce complex legal
documents
BSACS401A Provide non-legal advice
BSALC401A Interact w ith other parties
BSALC402A Research, locate and provide legal
and other information in re sponse to
requests
BSALF401A Maintain trust accounts
BSALPL401A Provide support in Property Law
matters (Paralegal)
BSALPL402A Provide suppor t in Family Law
matters (P aralegal)
BSALPL403A Provide support in Criminal Law
matters (Paralegal)
BSALPL404A Provide support in Commercial
Law matters (Paralegal)
FNAMERC03B Serve legal process
(Financial Services)
BSALLG401A Arrange do cuments and list exhibits
for litigation support (Litigation)
206/01 Take instructions in re lation to a
transaction (Conveyancing)
206/05 Prepare and execute documents
(Conveyancing)
CHCAD2A S upport the interests, rights and
needs of clients within duty of care
requirements (Comm unity Services)
CHCCD7A Support community resources
(Community Services)
Business Services Training Pack age
Page vi Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
CHCCD3A Meet information needs of the
c ommunity (Community Services)
CHCCD1A Support community par ticipation
(Community Services)
AQF Level V
BSALC501A Run a file
BSALO501A Perform legal research and prepare
reports to meet identified needs
BSALPP501A Obtain information from a client
BSALPP502A Draft legally binding documents
BSALLG501A Assist with the discover y process
(Litigation)
BSALLG502A Appear in court (Litigation)
BSALLG503A Attend pre-trial negotiations
(Litigation)
BSALPL501A Cost complex files (Paralegal)
BSALPL502A Administer in-house mortgage
practice (Paralegal)
206/04 Negotiate with others to achieve
tasks and go als (Conveyancing)
206/09 Finalise transaction (Conveyancing)
CHCCD8A Support community action
(Community Services)
CHCCD13A Work within spec ific communities
(Community Services)
CHCCD11A Provide advocacy and
representation (Community
Services)
Frontline Management
(Units of Competency found in Vol 5)
AQF Level III
BSBCMN302A Organise pers onal work priorities
and development
BSBFLM302A Support leadership in the workplace
BSBFLM303A Contribute to effective workplace
relationships
BSBFLM304A Participat e in work teams
BSBFLM305A Support operational plan
BSBFLM306A Provide workplace information and
resourcing plans
BSBFLM309A Support cont inuous improvement
sy stems and processes
BSBCMN310A Deliver and monitor a service to
customers
BSBFLM311A Support a wo rkplace learning
environment
BSBCMN311A M aintain workplace safety
BSBCMN312A Support innovation and change
AQF Level IV
BSBCMN402A Develop work priorities
BSBFLM402A Show leadership in the workplace
BSBFLM403A Manage effective workplace
relationships
BSBFLM404A Lead work teams
BSBFLM405A Implement operational plan
BSBFLM406A Implement wo rkplace information
system
BSBCMN410A C oordinate implementation of
customer service strategies
BSBFLM409A Implement c ontinuous improvement
BSBCMN411A Monitor a safe workplace
BSBCMN412A Promote innovation and change
BSBCMN404A Develop teams and individuals
AQF Level V
BSBFLM501A Manage pe rsonal work priorities
and professional development
BSBFLM502A Provide leader ship in the workplace
BSBFLM503A Establish e ffective workplace
relationships
BSBFLM504A Facilita te work teams
BSBFLM505A Manage op erational plan
BSBFLM506A Manage wor kplace information
systems
BSBFLM507A Manage quality customer service
BSBMGT505A Ensure a safe workplace
BSBFLM509A Promote continuous improvement
BSBFLM510A Facilitate a nd capitalise on change
and innovation
BSBFLM511A Develop a workplace learning
environment
Small Business Management
(Units of Com petency found in Vol 5)
AQF Level III
BSBSBM301A Research business opportunities
AQF Level IV
BSBSBM401A Establish business and legal
requirements
BSBSBM402A Undertake fina ncial planning
BSBSBM403A Promote the business
BSBSBM404A Undertake business planning
BSBSBM405A Monitor and manage business
operations
BSBSBM406A M anage finances
BSBSBM407A Manage a small team
Governance
(Indigenous Organisations)
(Units of Competency found in Vol 5)
AQF Level IV
BSBATSIL401A Meet the ro les and re sponsibilities
of a Bo ard member (1)
BSBATSIL402A Use the constitution
BSBATSIC403A Maintain and protect culture
BSBATSIM404A Use the business plan
BSBATSIM405A Monitor fina ncial management and
budgets
BSBATSIM406A Manage assets
BSBATSIM407A Plan for organisational needs
BSBATSIL408A Manage a Board meeting
BSBATSIL409A Manage time
BSBATSIL410A Manage stre ss
BSBATSIC411A Communicate with the community
BSBATSIM412A Implement a business-like approach
BSBATSIM413A Oversee business planning
BSBATSIM414A Oversee the orga nisation’s annual
budget
BSBATSIM415A Contribute to a positive and
culturally appropriate workplace
Business Services Training Pack age
© Australian Nati onal Training Authority 2002 Vol 2 Page vii
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBATSIW416A Obtain and manage consultancy
services
BSBATSIW417A Select and utilise t echnology
AQF Level V
BSBATSIL501A Meet the ro les and responsibilities
of a Board member (2)
BSBATSIL502A Work with the manager
BSBATSIL503A Manage conflict
BSBATSIM504A Develop and implement
organisational policies
BSBATSIM505A Control organisation f inances
BSBATSIM506A Develop employment policies
BSBATSIM507A Establish and maintain a strategic
planning cycle
BSBATSIL508A Be a community leader
BSBATSIL509A Manage self as a Board member
BSBATSIC510A Conduct a community meeting
BSBATSIM511A Develop enterprise opportunities
BSBATSIM512A Manage board competencies
BSBATSIM513A Oversee recr uitment and induction
of staff
BSBATSIW514A Represent your organisation
BSBATSIW515A Secure funding
Strategic Management
(Units of Competency found in Vol 5)
AQF Level V
BSBMGT501A Market services and concepts to
internal cust omers
BSBMGT502A Manage pe ople performance
BSBMGT503A Prepare budgets and financial plans
BSBMGT504A Manage budgets and fi nancial plans
BSBMGT505A Ensure a safe workplace
BSBMGT506A Recruit, sele ct and induct staff
BSBMGT507A Manage envi ronmental performance
AQF Level VI
BSBMGT601A Contribute to strategic direction
BSBMGT602A Contribute to the deve lopment and
implementation of strategic plans
BSBMGT603A Review and develop business plans
BSBMGT604A Manage business operations
BSBMGT605A Provide leadership across the
organisation
BSBMGT606A Manage customer focus
BSBMGT607A Manage knowle dge and information
BSBMGT608A Manage i nnovation and continuous
improvement
BSBMGT609A Manage risk
BSBMGT610A Manage environmental
management systems
e-Business
(Units of Competency found in Vol 6)
AQF Level III
BSBEBUS301A Search and assess online business
information
BSBEBUS302A Use and main tain electronic mail
system
BSBEBUS303A Particip ate in a virtual community
BSBEBUS304A Buy online
BSBEBUS305A Sell online
BSBEBUS306A Make payments online
BSBEBUS307A Bank online
BSBEBUS308A Maintain online business records
BSBEBUS309A Undertake e-learning
BSBEBUS310A Work effec tively as an off-site
e-worker
AQF Level IV
BSBEBUS401A Conduct online research
BSBEBUS402A Implement e-correspondence
policies
BSBEBUS403A Communicat e electronically
BSBEBUS404A Trade online
BSBEBUS405A Conduct online financial
transactions
BSBEBUS406A Monitor and maintain r ecords in an
online environment
BSBEBUS407A Review and maintain the business
aspects of a website
BSBEBUS408A Implement an d monitor delivery of
quality customer service online
BSBEBUS409A Lead and facilitate e-staff
AQF Level V
BSBEBUS501A Evaluate e-business opportunities
BSBEBUS502A Evaluate e-busin ess models
BSBEBUS503A Design an e-business
BSBEBUS504A Implement an e-business strategy
BSBEBUS505A Implement new technologies for
business
BSBEBUS506A Plan and develop a business website
BSBEBUS507A Manage the business aspects of a
website
BSBEBUS508A Build a virtual community
BSBEBUS509A Implement e-business outsourcing
arrangements
BSBEBUS510A Manage e- business outsourcing
BSBEBUS511A Implement a knowledge
management strategy for an
e-business
BSBEBUS512A Implem ent electronic
communication policy
BSBEBUS513A Plan e-learni ng
BSBEBUS514A Implem ent e-learning
BSBEBUS515A Facili tate e-learning
BSBEBUS516A Manage online purchasing
BSBEBUS517A Manage online inventory
BSBEBUS518A Manage an e-business supply chain
BSBEBUS519A Manage online sales sys tems
BSBEBUS520A Manage on lin e payments systems
BSBEBUS521A Plan e-ma rketing communications
BSBEBUS522A Conduct e-marketing
communications
BSBEBUS523A Investigate and plan e-work
business solutions
BSBEBUS524A Implement an d manage e-working
arrangements
AQF Level VI
BSBEBUS601A Develop an e-business strategy
BSBEBUS602A Develop an action plan for an
e-business strategy
Business Services Training Pack age
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BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBEBUS603A Evaluate new technologies for
business
BSBEBUS604A Develop a bus iness we bsite strategy
BSBEBUS605A Identify and implement e-business
innovation
BSBEBUS606A Manage e-business risk
BSBEBUS607A Develop e-business outsourcing
policy and guidelines
BSBEBUS608A Develop and implement online
information policy
BSBEBUS609A Develop a knowledge management
strategy for an e-business
BSBEBUS610A Develop el ectroni c communication
policy
BSBEBUS611A Develop and implement e-business
human resource management policy
and practices
BSBEBUS612A Develop and implement e-work
policy and guidelines
BSBEBUS613A Develop online customer service
strategies
BSBEBUS614A Build online customer loyalty
BSBEBUS615A Use online sy stems to support
managerial decision-making
BSBEBUS616A Plan an e-busin ess supply chain
Business Services Training Package
© Australian National Training Auth ority 2002 Vol 2 Page ix
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Modification history
MODIFICATION HISTORY – ENDORSED MATERIALS
Please refer to the National Training Information Service for the latest version of Units of Competency and Qualifi cation
information (http:// www.ntis.gov.au).
Business Services Training
Package-BSB01 Sheet: 1 of 1
Version
Date of Release
Authorisation:
Comments
1.00
03/September, 2001 NTQC Primary release
2.00
01/May/2002 NTQC Introduction of e-bu siness volume comprising fifty-nine (59) new
units of competency and eight (8) new qualifications
Forms control: All endorsed training packages will have a version number displayed on the
im print page of every volume constituting that training packag e. Every training package will
display an up-to-d ate copy of this modification history form, to be placed immediately after
the contents page of the first volume of the training package. Comments on changes will only
show sufficient detail to enab le a user to id entify the nature and location of the change.
Changes to training packages will generall y be batched at quarterly intervals. This
modification history form will be included within any displayed sample of that training
package and will cons titute all deta il available to identify changes.
© Australian Nati onal Training Authority 2002 Vol 2 Page 1
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSB01 Business Services Training Package
Human Resources
Competency Standards
CONTENTS
BSBHR401A Administer human resource systems .............................................3
BSBHR402A Recruit and se lect personnel .........................................................9
BSBHR403A Process human resource documents and inquiries .....................15
BSBHR404A Co-ordinate human resource se rvices.........................................20
BSBHR501A Manage human resource consultancy services...........................26
BSBHR502A M anage human resource management information systems ......32
BSBHR503A Manage performance management systems...............................39
BSBHR504A Manage industrial relations policies and processes.....................46
BSBHR505A Manage remuneration and employee benefits.............................53
BSBHR506A Manage recruitment select ion and induction processes ..............58
BSBHR507A Manage separati on/termination ...................................................64
BSBHR508A Manage work/ life skills .................................................................71
BSBHR509A Manage rehabilitation/retu rn-to-work programs ...........................77
BSBHR601A Manage change ...........................................................................82
BSBHR602A Manage human resource strategic planning................................90
BSBHR603A Contribute to or ganisation dev elopment......................................98
BSBHR604A Manage employ ee relations .......................................................104
BSBHR605A Contribute to or ganisation des ign ..............................................111
Business Services Training Pack age
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Human Resources BSBH R401A Administer human resource systems
© Australian National Training Auth ority 2002 Vol 2 Page 3
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BSBHR401A A dminister human resource systems
Unit Descriptor This unit is based upon WRRPM.1A Administer human resource
policy, endorsed in the National Re tail Training Package, but has
been custom ised with additional outcomes. It covers the
administration of hum an resource policies and procedures
including performance feedback, training and development plans,
and workers’ comp ensation. This is a foundation unit for any
person wishing to pursue comp etency in HR administration.
This unit is related to BSBH R502A Manage human resource
management information system s. Consider co-assessment with
BSBHR403A Process human resource documents and inquiries.
Competency Field Human Resource Management
Element P erformance Criteria
1. Administer human resource
policies and procedures
1.1 Organisational human resource policies and
procedures are docum ented, distributed and
ma intained1.2 Organisational human resource policies and procedures are clearly understood by relevant groups and individuals1.3 Contingency plans are documented and communicated to relevant groups and individuals tocope with extreme situa tions1.4 Staff turnover problems are identified, analysed and suggestions presented to management forconsideration1.5 Research is undertaken on legislative compliance1.6 Reports are prepared and records ma intained inaccordance with organisational requirements
2. Administer staff
performance feedback
system
2.1 Policies and procedures in regard to staff
performance requirements are m onitored, maintained
and disseminated in accordance with organisational
policy
2.2 Performance appraisal/ counselling interviews are
arranged as required, in accordan ce with
organisational policy2.3 Individuals are encouraged to contribute to improved policies and procedures2.4 Training and development plans are developed andimplem ented for each individual2.5 Training and development plans are monitored toensure time ly implementation
BSBH R401A Administer human resource systems Human Resources
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Element P erformance Criteria
2.6 Staff are disciplined and/or counselled by
appropriate ma nagers, and records kept by Human
Resource Department
2.7 Grievance procedures are implem ented when a
grievance arises from the performance management
process
2.8 Staff appeals and term inations are implemented in
accordance with organisational po licy and statutory
requirements
2.9 Details of all procedures are accurately and
completely recorded and ma de available to relevant
groups and individuals
3.1 Inform ation on the lodgement of workers’
compensation claims is availabl e in the workplace
3. Coordinate workers’
comp ensation and
rehabilitation claims
3.2 Applications for workers’ compensation are
received, checked and r ece ipted to the relevant
em ployees
3.3 Incomplete fo rms are returned to the applicant, and
assistance is given to comp lete the form
3.4 Comp leted forms are forwarded to the relevant
person for approval
3.5 Approved disputed claims are processed in
accordance with organisational pr ocedures
3.6 Standard response letter is forwarded to applicant
3.7 Rehabilitation provider is advised of new cases
3.8 Reports from rehabilitati on providers are coordinated
and forwarded to relevant personnel
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
Human Resources BSBHR401A Admi nister human resource systems
© Australian National Training Auth ority 2002 Vol 2 Page 5
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Range Statement
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Human resource policies and
procedures may include:
0078 staffing
0078 workers’ compensation
0078 superannuation
0078 salary/com pensation and benefits
0078 leave entitlements
0078 EEO
0078 industrial relations
0078 Australian Workplace Agreem ents
0078 enterprise based agreements
0078 environment
0078 Occupational Health & Safety
0078 termination/redundancies
Relevant groups and
individuals means:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Counselling means:
0078 two-way discussions to bring about constructive
change in a person’s behaviour or performance
Contingency plans may cover:
0078 unpredicted staff shortages
0078 unpredicted customer demand
0078 accidents or emergencies
Reports may include:
0078 spreadsheets
0078 databases
0078 statistical
0078 verbal
0078 written
Training and development
plans may include:
0078 formal training programs (both on and off the job)
0078 learning activities undertaken through monitoring
and/or on-the-job coaching
Disputed claims means:
0078 when the organisation refu ses to accept that the
injury is work-relat ed and/or that the injury prevents
the person from performi ng their job
BSBHR401A Administer h uman resource systems Human Resources
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Range Statement
Rehabilitation provider may
include:
0078 an internal case manager
0078 an external case manager
0078 a consultant
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The integrated dem onstration of all elements and
their performance criteria
0078 A full range of hum an resource documentation and
clear comm unication of explanations to management
and staff
0078 The ability to analyse data on human resource policy
issues
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
som e theoretical concepts.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Understanding of the basic concepts of diversity and
why it needs to be integrated within and across all HR
functions
0078 Understanding of the relationships between human
resource functions
0078 Organisational hum an resource policies and practices
0078 Understanding of organisational goals, policies and
procedures
0078 Understanding of legal comp liance requirements, in
regard to:
0078 monitoring staff performance
0078 performance manageme nt processes
0078 counselling
0078 disciplinary procedures
0078 dismissal procedures
0078 enterprise agreem ents/awards/wages and
conditions
0078 anti-discrimination
0078 equal opportunity
0078 sexual harassment
0078 occupational health and safety
Human Resources BSBHR401A Admi nister human resource systems
© Australian National Training Auth ority 2002 Vol 2 Page 7
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Evidence Guide
0078 workers’ compensation
0078 rehabilitation/return to work plans
Underpinning Knowledge cont.
0078 Understanding of the role of the following in HR:
0078 a range of responsibi lities/job descriptions
0078 competency standards
0078 staffing plans
0078 staff levels and turnover
0078 existing competencies of em ployees
0078 resources availabl e for training
0078 training and developm ent activities
0078 Broad knowledge of principles and techniques in:
0078 collecting, analysing and organising information,
including analysing training needs
0078 communicating ideas and information, orally or in
written form
0078 planning and organising activities
0078 working with others and in teams, including
negotiating and conflict resolution
0078 solving problem s within a defined range
Underpinning Skills
0078 Effective consultation and communication skills in
dealing with internal custom ers to ensure service
delivery meets client standards
0078 Word processing, databases and spreadsheets for
records management of HR systems
0078 Researching, analysing and interpreting a broad range
of written material (i ncluding basic legislative
requirements)
0078 Listening and interv iewing skills to address
employees’ regular HR problems
0078 Basic risk analysis skills to develop plans/actions to
mitigate identified risk
0078 Docume nting results of the performance feedback
system
0078 Preparing reports on workers’ compensation and
performance management
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
BSBHR401A Administer human re source systems Human Resources
Page 8 Vol 2 © Australian Nati onal Training Authority 2002
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Evidence Guide
Consistency of Performance 0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include d ealings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Key Competency Levels
NB: These levels do not rela te to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 2 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 1
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to administer hum an resource
policies
0078 Communicating ideas and information – to maintain hum an resource systems
0078 Planning and organising activities – to admi nister training plans
0078 Working wi th teams and others – to support organisation’ s policies and procedures
0078 Using mathematical ideas and techniques – m onitoring and analysing data
0078 Solving problems – by developing contingency plans, by analysing staff turnover and
making recommendations
0078 Using technology – to aid comm unication, to record information and prepare reports
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBHR402A Recruit and select personnel
© Australian National Training Auth ority 2002 Vol 2 Page 9
BSB01 to be reviewed by 30/08/04 Print ver 2.00
BSBHR402A Recruit and select pe rsonnel
Unit Descriptor This unit is based upon WRRPM.2A Recruit and select personnel,
endorsed in the National Retail Training Package, but has been
customised with additional out come s. It covers the overall
planning of personnel recruitment, writing job descriptions, and
recruiting and selecting staff. This role may be carried out by the
manager or the task ma y be delegated to others.
This unit is related to BSBHR506A Manage recruitment, selection
and induction processes and BS BHR502 Manage human resource
management information system s. Consider co-assessment with
BSBHR403A Process human resource documents and inquiries.
Competency Field Human Resource Management
Element P erformance Criteria
1. Maintain personnel needs 1.1 Organisational policies in regard to staffing levels
are accurately identified
1.2 Job requirement information is current and accurate
1.3 Competencies and behaviou r required of individuals
and teams are clearly identified
1.4 Relevant groups and individuals are consulted for
input on future needs
1.5 Estim ates of staffing needs are supported by
appropriate evidence
2. Determine job
specifications
2.1 Specifications accurately refl ect the role which the
appointee will play in relati on to the team as a whole
2.2 The views and requirem ents of relevant managersand team members are taken into account in
developing the specification2.3 Specifications are written in a clear, concise manner,and comp ly with relevant legal requirements and
organisational format2.4 Specifications are confirmed with appropriatepersonnel prior to recruitment action in accordance with organisational policy
3. Recruit staff 3.1 Employme nt vacancies are advertised in accordance
with staffing requirements and organisational policy
3.2 Technology is used as requi red to aid the recruitment
process
3.3 A selection plan and crite ria are developed, based
upon job specification and consultation with relevant
managers
3.4 Job interviews and employme nt appraisal tests are
BSBH R402A Recruit and select personnel Human Resources
Page 10 Vol 2 © Australian Nati onal Training Authority 2002
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Element P erformance Criteria
organised/conducted in accordance with
organisational policy/best practice
4. Assess and select
applicants
4.1 Assessm ent and selection process is conducted in
accordance with organisational po licy and legal
requireme nts
4.2 Inform ation obtained from each candidate is judgedagains t specified selection criteria, and anyadditional influencing factors noted4.3 Where difficulty in interpreting the selection criteriaexists, or there app ears to be a conflict of criteria,advice is clarified with appropriate ma nagers4.4 Unintended deviations from agreed procedures areidentified and co rrected before selection decisionsare made4.5 Selection report is prepared according to organisational procedures4.6 Selection recommendations are communicated to authorised personnel for approval4.7 All candidates are promptly and accurately informedof selection decisions, following each stage of the selection process4.8 Recommendations for improvements to any aspect of the selection process are communicated promptly to
appropriate personnel4.9 Selection processes are appropriately documentedwith sufficient evidence to support the selectiondecision4.10 Induction processes are undertaken in accordancewith organisational policy
Human Resources BSBHR402A Recrui t and select personnel
© Australian National Training Authority 2002 Vol 2 Page 11
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Relevant groups and
individuals include:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Job specifications may include:
0078 job title and purpose of pos ition
0078 skills and knowledge n ecessary
0078 competencies requ ired by staff
0078 qualifications
0078 person specifications
Recruitment procedures may
be:
0078 delegated to individuals or to specialist personnel
Advertising may include:
0078 internal or external
0078 electronic or print
0078 outsourced
Staffing requirements may
include:
0078 permanent, tem porary, full-time, part-time or casual
Staff reporting requirements
may include:
0078 systems for recording em ployee relations information
BSBHR402A Recruit and select personnel Human Resources
Page 12 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The integrated dem onstration of all elements and
their performance criteria
0078 Working with ma nagers to identify existing and
required competencies and attitudes of individuals
and teams
0078 Working with ma nagers to develop job specifications
to effectively meet th e needs of the organisation
0078 Assessing and se lecting candidates according to
organisational policies and lega l requirements
0078 Accurately recording selection processes
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
som e theoretical concepts.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Knowledge of organisational policies, in regard to:
0078 personnel planning, including current and
projected staff numbers
0078 personnel selection
0078 recruitment
0078 induction
0078 Knowledge and understanding of:
0078 recruitment sourcing methods
0078 governme nt subsidies/support functions for
traineeships
0078 Knowledge of principl es and techniques in:
0078 planning and organising activities
0078 competency standards
0078 identifying, defining and assessing competence of
individuals
0078 identifying competence requ irements in relation
to work demands
0078 consultation processes
0078 writing clear accurate job
descriptions/specifica tions
0078 evaluating information from resumes, letters,
references, interviews and aptitude tests against
criteria
Human Resources BSBHR402A Recrui t and select personnel
© Australian National Training Authority 2002 Vol 2 Page 13
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Evidence Guide
0078 checking references and personal documentation
0078 obtaining information from candidates at
interview
0078 recording details of processes
Underpinning Skills
0078 Literacy skills in regard to researching, analysing and
interpreting a broad range of written material,
including job descriptions
0078 Interviewing skills to pa rticipate in selection
interviewing
0078 Active listening skills for ensuring potential
em ployees are provided with all relevant information
0078 Preparing reports after selection processes are
complete
0078 Documenting results from selection activities, e.g.
competency testing of applicants
0078 Using technology, especially use of the internet for
recruitment processes
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
BSBHR402A Recruit and select personnel Human Resources
Page 14 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 2 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to write job descriptions, recruit
and select staff
0078 Communicating ideas and information – to assist staff selection
0078 Planning and organising activities – to plan personnel recruitm ent
0078 Working wi th teams and others – to assess performance
0078 Using mathematical ideas and techniques – to measure performance
0078 Solving problems – by identification of staffing needs and job specifications
0078 Using technology – to aid comm unication and record-keeping
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBHR403A Process human resource documents and inquiries
© Australian National Training Auth ority 2002 Vol 2 Page 15
BSB01 to be reviewed by 30/08/04 Print ver 2.00
BSBHR403A P rocess human resource documents and
inquiries
Unit Descriptor This unit covers those admi nistration functions which are
particular to the role of an HR specialist at this level. The unit
begins the specialisation of admini strative functions relating to the
processing of documents.
This unit is related to BSBH R502A Manage human resource
management information system s. Consider co-assessment with
BSBHR402A Recruit a nd select personnel.
Competency Field Human Resource Management
Element P erformance Criteria
1. Process leave applications 1.1 Applications fo r leave are received, checked and
receipted to the relevant employee
1.2 Incomplete form s are returned to the applicant and
assistance is given to comp lete the form
1.3 Applicants’ leave entitleme nts are checked to ensure
the requested leave is available
1.4 Applicants are advised if leave balance is insufficient
to meet applicants’ requests
1.5 Applications are approved or rejected in accordance
with organisation policies and industrial/legal
requirements
1.6 Applicants are advised of th e outcome of their leave
application in accordance with organisational time
frames and requirements
1.7 Leave entitlements due to term inating employees are
calculated in accordance with their contract of
employment and legislative requirem ents
2. Process job v acancies 2.1 Job vacancies notified to HR are checked to ensure
correct authorisations
2.2 Job vacancy notification is ma tched to the correct
position description and person specification
2.3 Advertisement for the pos ition is arranged in
accordance with organisational policy and time
frames
2.4 Inquiries regarding vacant pos itions are responded to
in accordance with orga nisational procedures
2.5 Applications for positi ons are checked to ensure
compliance with organisational requirements and
acknowledged/receipted
BSBHR403A Process human resource documents and inquiries Human Resources
Page 16 Vol 2 © Australian Nati onal Training Authority 2002
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Element P erformance Criteria
2.6 Applications meeting selection criteria are
forwarded to the individuals responsible for selection
2.7 Interviews and other selec tion activities are
scheduled and communicated to the affected parties
2.8 Support is provided to th e selection process in
keeping with organisational policy
2.9 Successful and unsuccessful applicants are advised
of the selection outcom e in accordance with
organisational policies and time frames
2.10All relevant docume ntation/information is filed as
required
2.11 Probation reports are forwarded in a ccordance with
organisational policies and procedures
2.12 Induction process is und ertaken in accordance with
organisational policy
3. Provide information on
personnel matters
3.1 Information needs of intern al customers are
identified and responded to in accordance with the
HR communication plan3.2 Changes to personnel policies and procedures areadvised to all relevant individuals and groups assoon as practicable3.3 Inquiries from individua ls and groups are received and researched where necessary3.4 Inquiries are responded to in accordance withorganisational policies, pr ocedures and performancestandards3.5 Advise employees and individuals/groups responsible for payroll preparation of any variations
to pay allowances or conditions of employment
Human Resources BSBHR403A Proc ess human resource documents and inquiries
© Australian National Training Auth ority 2002 Vol 2 Page 17
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
HR specialist means:
0078 a person required to take responsibility for the
carrying out of a function p eculiar to the HR area
Leave may include:
0078 annual leave
0078 sick leave
0078 long service leave
0078 bereavement leave
0078 study leave
0078 leave without pay
0078 family leave
0078 carer’s leave
0078 jury service
0078 military leave
Selection criteria may include:
0078 knowledge
0078 skills
0078 relevant experience
0078 physical condition
0078 appearance
Probation means:
0078 a period fo r which the new employee will be trained
in their new job before their appo intment is
confirme d or cancelled
BSBH R403A Process human resource documents and inquiries Human Resources
Page 18 Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Range Statement
Relevant groups and
individuals include:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 Demonstrate the ability to p rocess documents within
established time frames and in a manner which meets
the quality assurance sta ndards of the organisation
0078 Take an inquiry or compla int, research it, consult
with relevant groups and individuals, and satisfy the
inquirer/complainant in the outcome
Underpinning Know ledge*
* At this leve l the learner must
demonst rate understanding of a
br oad knowledge base incorporating
some theoretical concepts.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Awards/agreem ents, organisational policies and
legislation governing leave, recruitment, selection
and induction processes, and other personnel matters
0078 EEO and diversity policies and legislation
Underpinning Skills
0078 Word processing skills fo r preparation of documents
and reports
0078 Database manageme nt, data entry, retrieval and
integration of files
0078 Internet usage for recruitm ent
0078 Communication skills (both oral and written) to deal
with HR inquiries
0078 Report writing for up-to-date reports on leave status,
job selection outcome s and inquiries
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Human Resources BSBHR403A Proc ess human resource documents and inquiries
© Australian National Training Auth ority 2002 Vol 2 Page 19
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Evidence Guide
Consistency of Performance 0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Key Competency Levels
NB: These levels do not rela te to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 2 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to process leave and other HR
documents
0078 Communicating ideas and information – to respond to inquiries
0078 Planning and organising activities – to arrange selection inte rviews
0078 Working wi th teams and others – to process job vacancies
0078 Using mathematical ideas and techniques – to assist planning
0078 Solving problems – to deal with HR inquiries
0078 Using technology – to aid comm unication, record keeping and prepare reports
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
BSBH R404A Co-ordinate human resource services Human Resources
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BSBHR404A C o-ordinate human resource services
Unit Descriptor This unit covers the generic Human Resource services to be
delivered in an organisation whic h are not already dealt with in
BSBHR401A Administer hum an resource systems or
BSBHR403A Process human resource documents and inquiries. It
includes the development of clear objectives in relation to those
services, the delivery of performa nce management and the
resolution of industrial/employee relations issues.
Consider co-assessm ent with each or both of the units named
above.
Competency Field Human Resource Management
Element P erformance Criteria
1. Establish human resource
service requirements
1.1 Operational plans are analysed to determine human
resource service objectives
1.2 Relevant groups and individuals are consulted toconfirm or amend their human resource service
requirements1.3 Huma n resource service objectives, performancestandards, and m eans of evaluation are developed forhuman resource services to be provided internally1.4 Quality assur ance program is developed to monitor and continuously impr ove service delivery
2. Undertake performance
management
2.1 Performance objectives are established for relevant
groups and individuals
2.2 Codes of conduct/behaviour are agreed and communicated throughout the organisation2.3 Relevant groups and individuals are givenperforma nce feedback in accordance with
organisational policies and procedures2.4 Underperformers are provided with counselling andagree an action plan2.5 Individuals breaching organisational policies and/orcodes of conduct are counselled and warned whereappropriate2.6 Individuals continuing to not meet performancestandards and/or codes of conduct are dealt with inaccordance with organisational procedures and legal
requirements
3. Identify and implement
solutions to
employee/industrial issues
3.1 Strategies to deal with interpersonal conflict and
dispute resolution are de veloped and proposed in
accordance with organisational policy
Human Resources BSBHR404A Co-o rdinate human resource services
© Australian National Training Auth ority 2002 Vol 2 Page 21
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Element Performance Criteria
3.2 Consultation and co-opera tion within the team is
actively encouraged
3.3 Constructive support is provided to resolve/manage
interpersonal conflict
3.4 Team members are accu rately informed of current
dispute resolution/gr ievance procedures
3.5 Details of discussions are recorded concisely and
accurately, and made availabl e to relevant groups
and individuals
3.6 Outcom es acceptable to all parties in dispute are
negotiated
3.7 Team members are treated with integrity, respect and
compassion
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
BSBHR404A Co-ordinate hum an resource services Human Resources
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Range Statement
Human resource service
requirements may include:
0078 selection/recruitment
0078 induction
0078 training and development
0078 performance feedback
0078 counselling
0078 discipline
0078 terminating employee
0078 employee support systems
0078 remuneration and benefits
0078 EEO
0078 prevention of discrimi nation, harassment and/or
vilification
0078 payroll
0078 OHS
0078 workers’ compensation
0078 record keeping
Relevant groups and
individuals may include:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Quality assurance program
means:
0078 a set of structured arrangem ents and/or systems to
ensure that services are delivered in accordance with
predetermined specifications
Performance objectives means:
0078 a statement of the outcome s to be achieved in each of
the human resource service areas to be co-ordinated
Codes of conduct/behaviour
means:
0078 an agreed (or decreed) set or rules relating to
em ployee behaviour/conduct with other employees or
customers
Underperformance means:
0078 a failure to achieve an obj ective and/or a breach of
the system which ma y lead to failing to meet an
objective
Counselling means:
0078 two-way discussions to bring about constructive
change in a person’s behaviour or performance
Warning means:
0078 the setting out in wr iting of the consequences of any
further breach or underperformance including the
circumstances which could lead to a termination of the
contract of employment
Human Re sources BSBHR404A Co-ordinate human resource services
© Australian National Training Auth ority 2002 Vol 2 Page 23
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Range Statement
Industrial/employee relations
issues refers to:
0078 any issues/disputes/grievanc es/problems arising
between the employer/management and employees or
between employees
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The ability to establish a clear direction for the
provision of hum an resource services with a
structured quality assurance system
0078 A dem onstration of follow-through in relation to
performance manageme nt issues to bring about a
satisfactory conclusion
0078 Early warning system s to deal with
em ployee/industrial relations issues as they arise
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
som e theoretical concepts.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Organisational hum an resource policies and
procedures
0078 Legal aspects of human re sources/industrial relations,
including dealing with poor perform ance/conduct
0078 Quality assurance concepts
0078 Performance management
0078 Performance measurement
0078 Counselling/discipline pr ocedures
0078 Organisational/legal requirements for termination of
employees
0078 Industrial awards/agreements
0078 Relevant industrial rela tions/employee relations
legislation and regulations
BSBHR404A Co-ordinate hum an resource services Human Resources
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Evidence Guide
Underpinning Skills 0078 Analytical skills to determ ine strategic and
operational human resources
0078 Consultative skills to en sure input from relevant
groups and individuals for the specification of
human resource services
0078 Evaluative skills to assure quality of human resource
services meets client expectations /specifications
0078 Counselling skills to br ing about constructive change
in a person’s behaviour and/or performance
0078 Interviewing skills to en sure that the basic causal
factors associated with problem s, issues and
grievan ces are identified
0078 Negotiation and conflict ma nagement skills to
intervene and resolve individual/group
conflict/disputes and grievances
0078 Facilitation skills to work with groups and individuals
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include d ealings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Human Resources BSBHR404A Co-o rdinate human resource services
© Australian National Training Auth ority 2002 Vol 2 Page 25
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 2 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to clearly establish hum an resource
service requirements for the organisation
0078 Communicating ideas and information – to internal custom ers who are the recipients of
human resource services
0078 Planning and organising activities – to involve relevant gr oups and individuals in the
evaluation of hum an resource services
0078 Working wi th teams and others – to deliver human resour c e services to internal
customers
0078 Using mathematical ideas and techniques – to assist planning
0078 Solving problems – to satisfy em ployee grievances
0078 Using technology – to communicate with the recipi ents of human resource services
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
BSBH R501A Manage human resource consultancy services Human Resources
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BSBHR501A M anage human reso urce consultancy services
Unit Descriptor The unit is based upon PSPHR401A Provide human resource
consultancy services endorsed in the National Public Services
Training Package, but has been customised with additional
outcomes. It covers the provisi on of human resource services to
assist management in the day-to -day operation of the organisation.
It is not service-specific and forms the basis for many of the
activities undertaken through othe r HR units. For this reason,
consideration should be given to undertaking this unit as early as
possible, or concurrently with those units where consultancy
services are an important com ponent.
Consider co-assessment with most other units included in the
Human Resource Manageme nt field at Diploma level.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Strategic and op erational plans are analysed to
determine HR requirements
1.2 Line ma nagers are consulted and their HR needs
clearly identified
1.3 Options for delivery of HR services are developed
with cost benefit and ri sk analyses advised to
relevant groups and individuals with
recommendations
1.4 All options presented comp ly with legislative
requirements and organisational policies
1.5 Strategies and action plans for delivery of HR
services are developed and agreed
1. Determine strategies f or
delivery of human resource
services
1.6 Role and responsibilities of HR team, line managers,
and external contractors are agreed and documented
2.1 Service agreements are developed and agreed upon
between service provider and client group
2.2 Service specifications, perform ance standards and
tim e frames are documented
2.3 Training support is required to deliver services
identified and provided
2.4 Quality assurance processes fo r monitoring and
review of service delivery are agreed upon
2.5 Services are delivered by appropriate provider in
accordance with service agreements and operational
plans
2. Manage the delivery of
human resource services
2.6 Underperformance is prom ptly identified and
rectif ied
Human Resources BSBH R501A Manage human resource consultancy services
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Element Performance Criteria
3.1 Clients are regularly surv eyed to determine level of
satisfaction
3.2 On-going client feedback is captured as an outcome
of the review processes
3.3 Feedback and su rveys are analysed and changes
recommended for service delivery
3. Evaluate HR service
delivery
3.4 Appropriate ma nagers approve variations to service
delivery
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Relevant groups and
individuals
0078 all those who have a role in the implementation of
policies, procedures or de cisions and/or are affected
by their implementation
Human resource services may
include:
0078 staff selection
0078 assessment and developm ent centres
0078 feedback
0078 counselling
0078 personal and career developm ent planning
0078 induction and orientation programs
0078 career management
0078 succession planning
0078 competency developm ent processes
BSBH R501A Manage human resource consultancy services Human Resources
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Range Statement
0078 education and training programs
0078 self-analysis and self-assessment
0078 remuneration/benefits advice
0078 flexible work arrangements
0078 industrial relations advice
0078 discrimi nation, vilification and harassment advice
0078 teleworking procedures
0078 occupational health and safety
0078 rehabilitation and return to work
0078 workers’ compensation
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The establishment of a c lient/provider/consultant
relationship so that the line managers, employees and
other non-HR specialists are provided with the best
advice/services possible w ithin the budget and other
organisational parameters
0078 The managing of service ag reements (internally) and
contracts (externally) in a way that delivers a high
level of satisfaction among users
Underpinning Know ledge*
* At this leve l the learner must
demonst rate understanding of a
br oad knowledge base incorporating
theoretical concepts, with substan tial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Range of career developm ent strategies, plans and
concepts
0078 Understanding of the organisation’s strategic goals
and policies, and their im plications for future human
resource requirements
0078 Huma n resource strategy and planning
0078 Importance of retaining hum an/intellectual capital
within an organisation
0078 Huma n resource strategy and workforce planning
0078 Role of employee/em ployer representatives and
employee/employer organisations
0078 Counselling strategies
0078 Range of developm ent strategies
Human Resources BSBHR501A Manage human resource consultancy services
© Australian National Training Auth ority 2002 Vol 2 Page 29
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Evidence Guide
0078 Principl es of adult learning and competency
0078 Developm ent needs, analys1s techniques
0078 Facilitation techniques
0078 Understanding of succession planning
0078 Relevant legislation which applies to human
resources
0078 Concept of outsourcing
0078 Understanding of organisational goals, policies and
procedures
0078 Understanding of the con cept of diversity and its
integration within and across all human resource
functions and areas
0078 Understanding of the relationships between human
resource functions
Underpinning Knowledge cont.
0078 EEO, equity and diversity principles
0078 Human resource policies, practices and procedures
0078 Range of evaluation me thodologies
0078 Risk management concepts
0078 Contract law
0078 Occupational Health and Safety, workers’
compensation, rehabilitati on and return to work
legislation policies and principles
Underpinning Skills
0078 Risk analysis skills to id entify and deal with any
exposure the HR departme nt may have
0078 Marketing of hum an resource functions as a key
contributor to overall organisational improvement
0078 Consulting skills to dete rmine and deliver client
needs
0078 Counselling skills to assist line managers or
em ployees with problems
0078 Evaluation skills to eval uate contractor/service
agreement performance
0078 Mentoring, training and coachi ng skills to assist both
HR staff and line ma nagers
0078 Negotiation skills to obtain the best outcomes with
contractors/providers a nd conduct/assist negotiations
with employee representatives
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
BSBHR501A Manage human re source consultancy services Human Resources
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Evidence Guide
Resource Implications 0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include d ealings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Human Resources BSBH R501A Manage human resource consultancy services
© Australian National Training Auth ority 2002 Vol 2 Page 31
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 2 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to deliver the HR services required
by management and the organisation
0078 Communicating ideas and information – to provide support to ma nagers, employees
and contractors
0078 Planning and organising activities – to deliver hum an resource services in a format the
client wants
0078 Working wi th teams and others – to optimise HR effo rts across the organisation
0078 Using mathematical ideas and techniques – to evaluate programs
0078 Solving problems – to assist managers and em ployees with HR problems
0078 Using technology – to facilitate access to HR advice and processes
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
BSBH R502A Manage human resource management information systems Human Resources
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BSBHR502A M anage human resource management
information systems
Unit Descriptor This unit covers the managem ent of information systems from the
research and planning stages, through selection of appropriate
systems, to implementation and on-going review and system
upgrades.
This unit is related to BSBHR 401A Administer human resource
system s, BSBHR402A Recruit and select personnel and
BSBHR403A Process human resource documents and inquiries
but is really a stand-alone unit.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Information requirements of users are collected,
collated and documented
1.2 Information flow and communication processes to
support user needs are identified
1.3 Information requirements and communication
processes are agreed with users and relevant
managers
1.4 Draft information systems management plan is
developed with agreed review m echanisms, time
fram e and criteria
1.5 Inform ation requirements are specified in a clear and
concise manner
1.6 Information requireme nts are consistent with
organisational objectives and policies
1. Identify HR information
requirements
1.7 Resources required to m eet the information
requirements are identif ied and within budget
parameters
2.1 Selection criteria for the information management
system is agreed with relevant groups and
individuals
2.2 Selection criteria ensures that the system has the
capability to meet organisa tion’s objectives, policies
and budget parameters
2. Select HR information
management system
2.3 Potential systems are evalua ted against the criteria
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© Australian Nati onal Training Authority 2002 Vol 2 Page 33
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Element P erformance Criteria
2.4 Cost benefits and risk analyses are undertaken in
relation to the systems which me et the selection
criteria
2.5 Preferred system is proposed to decision ma kers
with report on selection process
2.6 Preferred system is capable of being customised to
meet organisation and user requirem ents
3.1 Implem entation plan is developed with users and
other relevant groups and individuals
3.2 Implementation plan is confirme d in terms of roles
and responsibilities of individuals and groups
involved
3.3 Resources are applied to m eet implementation plan
time frame, quality and other objectives
3.4 Implementation is m odified to resolve any problems
arising
3. Implement HR information
system
3.5 Groups and individuals cont ribute to implementation
in accordance with plan objectives
4.1 Information system performa nce is monitored and
performance reports prepared
4.2 System s are in place to allow on-going feedback
from users
4.3 System performance is benchm arked against other
system s, and latest trends and developments
4. Monitor/evaluate
performance of HR
information system
4.4 Performance gaps are analysed and strategi es for
improveme nt are introduced
Range Statement
The Range Statement provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
BSBHR502A Manage human re source management information systems Human Resources
Page 34 Vol 2 © Australian Nati onal Training Authority 2002
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Range Statement
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Implementation means:
0078 the project to select, purch ase, install and commission
the new systems
Systems may include:
0078 assessment of comm ercial products, including
software, to suit current and future needs of the
organisation
0078 enhancement/customi sation of software to meet
needs of the organisation
Information requirements
include:
0078 legislative requirements
0078 workforce planning
0078 performance management
0078 recruitm ent, selection and induction
0078 em ployee relations and industrial relations
0078 re-deployment of employees
0078 employee support
0078 termination of employees
0078 career development
0078 organisational development
0078 human resource development
Information flow s means:
0078 the identification of both the necessary sources and
distribution of required information
Communication processes
means:
0078 the me thods by which the information is transmitted
Draft information systems
management plan means:
0078 the plan developed to allow the specification of
system requireme nts for the purposes of selecting
appropriate systems to ma nage the information. It
sets out proposed system objectives, methods of
management, time fram es and other criteria
Relevant groups and
individuals means:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
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Range Statement
Cost benefit analysis means:0078 a calculation to determ ine whether the
results/outcomes of a partic ular course of action are
sufficient to justify the cost s and risks in taking that
action
Risk analysis means:
0078 a determination of the likel ihood of a negative event
preventing the organisation meeting its objectives and
the likely consequences of such an event on
organisational performance
Preferred system means:
0078 the system most closely ma tching the selection
criteria and providing the best value for money
Performance gaps means:
0078 situations where outcome s are less then those stated
in the strategic objectives and ma y include:
0078 lost time disputes
0078 work bans/go slow
0078 disruptive conflict
0078 low/high turnover of labour
0078 external interference
0078 quality/OHS/environm ental failure
0078 productivity below budget
0078 costs above budget
0078 failure to m eet strategic and/or operational
objectives
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The integrated dem onstration of all elements and
their performance criteria
0078 The m onitoring and evaluation of an effective human
resource information system which provides business
units within the organisa tion with human resource
data needed to ma ke key business decisions
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Evidence Guide
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
th eoretical concepts, with substantial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Concepts of inform ation privacy and security
0078 Personnel records systems
0078 Concepts of user needs
0078 Organisational policies, procedures and goals
0078 Huma n resource strategy and planning
0078 Understanding of the concept of diversity
0078 EEO
0078 The relationships between human resource functions
0078 Huma n resource policies and practices
0078 Evaluation methodologies
0078 Inform ation processing techniques
0078 Information manageme nt systems
0078 Teleworking
Underpinning Skills
0078 Planning skills to undertak e the implementation of
the HR information system s
0078 Consultative skills to ensu re all users have input to
the selection criteria
0078 Negotiation skills to ach ieve consensus in dealing
with resource problems and disagreements
0078 Project manageme nt and evaluation skills to manage
the specification, sele ction, installation and
consistency of the systems
0078 Communication and re port writing skills
0078 Technology skills including the ability to select and
use technology approp riate to the task
0078 Risk manageme nt skills to ensure that any risks
associated with the installation of new hardware,
software, peopleware are mitigated
0078 Performance measurem ent techniques to measure the
success of the system
0078 Benchmarking skills to ensu re the system is
performi ng to the latest industry standards at a
competitive cost
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Human Resources BSBH R502A Manage human resource management information systems
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Evidence Guide
Resource Implications 0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
BSBHR502A Manage human re source management information systems Human Resources
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Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 2 L evel 2 Level 2 Level 2 Level 2 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to provide and ma nage a system to
collect and safeguard human resource information
0078 Communicating ideas and information – to provide information
0078 Planning and organising activities – to implement the huma n resource information
system
0078 Working wi th teams and others – to implement the hum an resource information system
0078 Using mathematical ideas and techniques – to record and retrieve info rmation
0078 Solving problems – to provide the service
0078 Using technology – to aid comm unication and to r ecord and retrieve information
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBHR503A Manage performance management systems
© Australian National Training Auth ority 2002 Vol 2 Page 39
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BSBHR503A Manage performa nce management systems
Unit Descriptor The unit covers the major components of managing and
supporting performance management systems . Day-to-day
coaching and informal feedback, leading to regular performance
feedback sessions are covered. Specific interventions associated
with underperformance and/or mi sconduct are also included.
Consider co-assessm ent with BSBHR507A Manage
separation/termination.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Strategic and operational plans are analysed to
identify relevant policies and objectives
1.2 Performance objectives , key performance indica tors
and performance standards (including codes of
conduct ) are developed in consultation with
operations managers
1.3 System s are developed to ensure performance is
monitored and there is feedback throughout the
period of employment
1.4 Systems developed are flexible enough to cover the
range of employment situations within the
organisation
1. Develop performance
management systems
1.5 System s are responsive to changing
circumstances/developm ents, both internal and
external to the organisation
2.1 Relevant groups and individuals are trained to
monitor performance and identify performance gaps
2.2 Performance is m onitored regularly and intervention
occurs to recognise both sub-standard and excellent
performance
2.3 Interventions are undertaken in acco rdance with
organisational policies and legal requirements
2.4 Follow-up occurs to ensure the intervention achieves
the required performance
2.5 Employees performi ng below standard are
counselled and disciplined in accordance with
organisational policies and lega l requirements
2.6 Em ployees failing to re spond to interventions as
required are term inated in accordance with
organisational policies and legal requirements
2. Implement performance
management systems
2.7 Excellence is recogn ised in accordance with
organisational policy
BSBH R503A Manage performance management systems Human Resources
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Element P erformance Criteria
3.1 Performance feedback plans are developed in
consultation with relevant ma nagers/team leaders
and agreed
3.2 Training and assistance is provided to
managers/team leaders particip ating in the feedback
process
3.3 Performa nce feedback is designed in accordance
with the feedback plan
3.4 Plans for performance improveme nt and individual
learning and development are agreed
3.5 Processes are in place to deal with any problems or
grievances which arise from the performance
feedback
3. Co-ordinate formal
feedback processes
3.6 Specialist advice on career development is made
available to participan ts in the process
4.1 Appropriate providers for the agreed plans are
identified and cont racted in accordance with
organisational policies
4.2 Learning and development plans are designed to
contribute to the development of a learning
organisation
4.3 Learning and developm ent plans are delivered
according to agreed time frames and deliver
specified outcomes
4.4 Learning and developm ent activities are monitored
to ensure compliance with quality assurance
standards
4.5 Remedial action is negotiated with providers where
necessary
4.6 Reports are generated to advise appropriate
managers on progress and su cces s rates of activities
4. Co-ordinate
individual/group learning
development plans
4.7 All aspects of the performance management system
are evaluated regularly and im proved in keeping
with organisational objectives and policies
Human Resources BSBH R503A Manage performance management systems
© Australian National Training Auth ority 2002 Vol 2 Page 41
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Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Performance management
means:
0078 a process or set of processes for establishing a shared
understanding of what an individual or group is to
achieve, and ma naging and developing individuals in
a way which increases the pr obability it will be
achieved in both the short and longer term
0078 in accordance with releva nt industrial agreements
Key perfor mance indicators
means:
0078 those m easures developed to gauge performance
outcomes against targets
Performance standards means:
0078 the level of performa nce sought of an individual or
group which ma y be expressed either quantitatively
or qualitatively
Code of conduct means:
0078 an agreed (or decreed) set or rules relating to
em ployee behaviour/conduct with other employees or
customers
BSBHR503A Manage performance man agement systems Human Resources
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Range Statement
Employment situations may
include:
0078 production
0078 processing
0078 office/clerical
0078 technical/scientific
0078 physical labour
0078 warehousing/transport
0078 marketing/sales
0078 teleworking
Relevant groups and
individuals means:
0078 all those who have a role in the implementation of
policies, procedures or decisi ons and/or are affected
by their implementation
Performance gaps means:
0078 situations where outcome s are less then those stated
in the strategic objectives and ma y include:
0078 lost time disputes
0078 work bans/go slow
0078 disruptive conflict
0078 low/high turnover of labour
0078 external interference
0078 quality/OHS/environm ental failure
0078 productivity below budget
0078 costs above budget
0078 failure to m eet strategic and/or operational
objectives
Intervention may include:
0078 giving praise
0078 recognition of good performa nce
0078 coaching
0078 counselling
0078 discipline
Termination means:
0078 a cessation of the contract of employment between an
employer and an em ployee, at the initiative of the
employer within relevant industrial agreements
Excellence in performance
means:
0078 regularly and consistently exceeding the performance
targets established while meeting the organisation’s
performance standards
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Range Statement
Individual learning and
development activities may
include:
0078 skills training
0078 enhancement of knowledge
0078 personal development
0078 mentoring
0078 project work
0078 visits
Career development means:
0078 a plan of learning developm ent and experiences to
prepare a person for more rewarding positions
Appropriate providers include:
0078 external providers
0078 internal providers
0078 trainers
0078 consultants
Learning organisation means:
0078 an organisation that displays the capacity to
continually adapt to changes in its business
environment
Specified outcomes means:
0078 the achieveme nt of pre-agreed performance targets
Quality assurance standards
means:
0078 pre-determined statem ents relating to specifications
on how a product or service is presented to the user
Remedial action means:
0078 action designed to rectify a particular problem or
aspect of performance
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 Dem onstration of expertise in handling individuals in
situations of both below st andard and above standard
performance
0078 The dem onstrated ability to co-ordinate the
performa nce feedback process, and ensure the
necessary learning and developm ent of individuals
actually happens
0078 The on-going development, m onitoring and
evaluation of effective performance management
systems across the organisation
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Evidence Guide
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
th eoretical concepts, with substantial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Understanding of performa nce management concepts
within a particular organisational context
0078 Dispute resolution procedures
0078 Grievance procedures
0078 Freedom of inform ation, privacy, confidentiality
0078 Learning and developm ent strategies to support
performance management systems
0078 Understanding of organisational goals, policies and
procedures relating to performa nce management
0078 Range of evaluation me thodologies
0078 Understanding of the concept of diversity
0078 EEO policies and legislation
Underpinning Skills
0078 Consultative skills to en sure the systems are
supported by the managers and employees
0078 Evaluation of program s and strategies to ensure
performance objectives are achieved
0078 Conflict manageme nt skills to deal with grievances,
disputes or disagreements which ma y arise
0078 Training, coaching, mentori ng and facilitation skills
to ensure ma nagers are competent to deliver the
systems
0078 Negotiation skills to nego tiate changes to the system
from time to time
0078 Counselling sk ills to assist managers and/or
em ployees who are having difficulties/problems
0078 Communication and report wr iting skills to ensure
there is two-wa y flow about how the systems are
performing
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Human Resources BSBH R503A Manage performance management systems
© Australian National Training Auth ority 2002 Vol 2 Page 45
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Evidence Guide
Consistency of Performance 0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Key Competency Levels
NB: These levels do not rela te to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 3 L evel 3 Level 3 Level 2 Level 3 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to develop performance
management systems
0078 Communicating ideas and information – to provide inform ation and advice
0078 Planning and organising activities – to aid development and im plementation of the
system
0078 Working wi th teams and others – to review and enhance people performance
0078 Using mathematical ideas and techniques – to aid review and design of the system
0078 Solving problems – to facilitate eff ective implementation and assessment of system
0078 Using technology – to aid communication
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
BSBH R504A Manage industrial relations policies and processes Human Resources
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BSBHR504A M anage industrial relations policies and
processes
Unit Descriptor This unit covers the range of competencies required of a manager
who has day-to-day involvem ent in, and management of,
industrial relations matters with in the organisation. It includes
negotiations, conflict manageme nt and dispute resolution.
This unit is related to BSBHR 604A Manage employee relations,
which is a broader and more st rategic approach to workplace
performance.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Strategic plans and operational plans are analysed to
determine long term industrial relations objectives
1.2 Existing industrial relations performance is analysed
in relation to strategic IR objectives
1.3 Performance gaps are identified by the ma nagement
team
1.4 Options are evaluated in term s of cost benefit and
risk analyses
1.5 Industrial relations stra tegies/policies are agreed
within the management team
1. Develop industrial relations
(IR) strategies/policies
1.6 Options to elim inate the gaps over the short to
medium term are developed
2.1 An implementation plan for the IR strategies /policies
is developed by the management team
2.2 The implem entation plan includes risk analyses and
contingency plans
2.3 Training and developm ent is provided where
appropriate to support the IR plan
2.4 Contingency plans are prep ared in the event that
negotiations break down
2.5 Negotiations are undertaken between employer
representative s and employee representatives , to
agree to changes requ ired by either group
2.6 Agreed outcomes of negotiations are documented
and certified in the relevant jurisdic tion where
appropriate
2.7 Breakdowns in negotiations are managed in
accordance with the organisation’ s IR
strategies/policies and legal requirements
2. Industrial relations
strategies/policies and plans
are implemented
2.8 Outcomes of agreements are m onitored and
evaluated
Human Resources BSBH R504A Manage industrial relations policies and processes
© Australian National Training Auth ority 2002 Vol 2 Page 47
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Element Performance Criteria
2.9 Reme dial action is taken where groups or individuals
fail to abide by agreements
3.1 Problem solving/grievance procedures are agreed
and documented
3.2 Individuals are trained in conflict management
techniques
3.3 Procedures are in place to ensure early
advice/notification of grievan ces/conflicts/disputes
within the organisation
3.4 Causes of conflict/grievance are identified and
alleviated/eliminated in acco rdance with
organisational policies and legal requirements
3.5 Disputes resolution procedures are followed with
referral to external bodies as a la st resort
3.6 Specialist/expert advice is sought and considered
where appropriate
3.7 The organisation’s position is strongly advocated by
appropriate representatives both internally and
within relevant jurisdiction
3.8 Workplaces are m onitored to minimise dysfunctional
conflict
3. Manage conflict
3.9 Conflict management procedures are regularly
reviewed and im proved where appropriate
Range Statement
The Range Statement provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
BSBHR504A Manage industrial re lations policies and processes Human Resources
Page 48 Vol 2 © Australian Nati onal Training Authority 2002
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Range Statement
Long term industrial relations
objectives may include:
0078 developing and ma intaining the commitment of
employees to workplace reform
0078 prom oting more effective communication throughout
the organisation
0078 achieving successful outcome s from negotiation and
ma intaining consultative processes with groups and
individuals both inside a nd outside the organisation
0078 effective manageme nt of grievances, conflict
situations and disput e resolution procedures
0078 introducing on-going workplace reform
Performance gaps means:
0078 situations where outcome s are less then those stated
in the strategic objectives and ma y include:
0078 lost time disputes
0078 work bans/go slow
0078 disruptive conflict
0078 low/high turnover of labour
0078 external interference
0078 quality/OHS/environm ental failure
0078 productivity below budget
0078 costs above budget
0078 failure to m eet strategic and/or operational
objectives
Cost benefit analysis means:
0078 a calculation to determ ine whether the
results/outcomes of a partic ular course of action are
sufficient to justify the cost s and risks in taking that
action
Risk analysis means:
0078 a determination of the likel ihood of a negative event
preventing the organisation meeting its objectives and
the likely consequences of such an event on
organisational performance
Short to medium term means:
0078 from the present to the period extending over the next
12 months
Implementation plan may
include:
0078 documented objectives, me thodology and time frame
0078 project plan
Human Resources BSBH R504A Manage industrial relations policies and processes
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Range Statement
Contingency plan may cover: 0078 unpredicted staff shortages
0078 unpredicted customer demand
0078 accidents or emergencies
0078 legal action/protection
Employer representative may
include:
0078 line manager
0078 internal/external HR expert
0078 internal/external IR expert
0078 employer associations
Employee representative may
include:
0078 employee chosen by peer
0078 union delegate
0078 union organiser/official
Certified means:
0078 Australian Workplace Agreem ents
0078 workplace and enterprise bargaining agreements
Legal requirements means:
0078 all relevant state and fede ral legislation, regulations,
awards and agreements
Conflict management
techniques/procedures may
include those wh ich deal with:
0078 dispute resolution procedures
0078 negotiating/bargaining
0078 controlling difficult s ituations using legal remedies
Disputes resolution procedures
may include:
0078 inform al organisational processes
0078 organisational policies/processes
0078 procedures enforceable unde r an award, agreement or
Act of Parliament
Advocated may include:
0078 written or oral advocacy
0078 informal and formal
BSBHR504A Manage industrial re lations policies and processes Human Resources
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Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 Actual performa nce of the negotiation/conflict
management role
0078 Well organised developm ent and documentation of
strategies and plans which address all of the relevant
IR matters between th e organisation and its
em ployees and clearly identify areas for
improvement/reform
0078 Negotiation and conflict ma nagement skills which are
able to deliver predetermined organisational
outcomes
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
th eoretical concepts, with substantial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Industrial relations as a concept within an
organisational context
0078 Workplace reform in a best p ractice context
0078 Role of em ployee representatives and employee
organisations
0078 Case preparation and presentation techniques
0078 Negotiation and me diation techniques
0078 Relevant state and federal i ndustrial relations systems
0078 Enterprise and workplace bargaining
0078 Changing econom ic, social, demographic, labour
ma rket conditions and educational trends
0078 Huma n resource strategy and planning
0078 Industrial relations policies and practices
Underpinning Skills
0078 Consultative and negotia tion skills to develop IR
strategies and implem ent them
0078 Project manageme nt skills to manage workplace
reform and developm ent of certified agreements
0078 Counselling sk ills where individuals are involved in
conflict situations
0078 Communication skills to impart and explain
knowledge on IR matters to ma nagers and employees
0078 Debating and advocacy sk ills to put forward
organisation’s support of company objectives, both
Human Resources BSBH R504A Manage industrial relations policies and processes
© Australian National Training Auth ority 2002 Vol 2 Page 51
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Evidence Guide
informally and in relevant juri sdictions
0078 Facilitation skills to work with groups to achieve
consensus outcome s to problems in the workplace
0078 Ability to relate to people fr om a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
BSBHR504A Manage industrial re lations policies and processes Human Resources
Page 52 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 3 L evel 3 Level 3 Level 2 Level 3 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to prepare for negotiations
0078 Communicating ideas and information – to assist in the und erstanding of IR concepts
0078 Planning and organising activities – to implement IR strategi es
0078 Working wi th teams and others – to aid the negotiation process
0078 Using mathematical ideas and techniques – to analyse data
0078 Solving problems – to minimise the im pact of grievances and disputes
0078 Using technology – to aid comm unication and record keeping
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBHR505A Manage remuneration and employee benefits
© Australian National Training Auth ority 2002 Vol 2 Page 53
BSB01 to be reviewed by 30/08/04 Print ver 2.00
BSBHR505A M anage remuneration and employee benefits
Unit Descriptor This unit covers the implem entation of an organisation’s
remuneration and benefit plans. It incorporates all functions
associated with this important HR area, including remuneration
packaging, market rates reviews and the legislative aspects of
remuneration and employee benefits.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Strategic and operational plans are analysed to
determine the scope of remuneration plans
1.2 Research is undertaken on current practice, recent
developments and legislative parameters for the
remuneration strategy
1.3 Options are developed for consideration by relevant
managers
1.4 Options are presented showing the linkage to
organisational strategic objectives
1. Develop the organisation’s
remuneration strategy
1.5 Remuneration policies and incentive plans are agreed
and documented
2.1 Occupational groups are researched to determine
those which are award based
2.2 Market rates surveys are accessed/undertaken
regularly to ensure the o r ganisation’s required level
of competitiveness for particul ar occupational groups
is maintained
2.3 Job evaluations are conducted, where relevant, to
develop a profile of internal relationships for
particular occupational groups
2.4 Rem uneration plans ensure that award based
employees receive at least their mi nimum
entitleme nts in accordance with organisational
policies and legal requirements
2.5 Salary packages comp ly with organisational policies
and legal requirem ents including FBT and
superannuation
2. Implem ent the
rem uneration strategy
2.6 Incentive arrangements, if included, comp ly with the
organisation’s remuneration strategy
3. Review and update the
remuneration strategy
3.1 Rem uneration strategy incorporates methodologies
for monitoring developments in rem uneration
arrangements, ma rket rate s, and legal developments
impacting on rem uneration and benefits
BSBH R505A Manage remuneration and employee benefits Human Resources
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Element P erformance Criteria
3.2 Managers and employees are consulted about the
effectiveness of the rem uneration strategy
3.3 Strategy and plans are amended as is necessary to
meet organisational policie s and legal requirements
Range Statement
The Range Statement provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Remuneration and benefits may
include:
0078 salaries and wages
0078 allowances
0078 bonuses/incentives
0078 employee share plans
0078 share options
0078 ex gratia payments
0078 annual leave
0078 long service leave
0078 sick leave
0078 family/carer’s leave
0078 special leave
0078 study leave
0078 leave without pay
0078 motor vehicle
0078 superannuation
0078 expense reimbursement
0078 fringe benefits
0078 competency-based progression
Human Resources BSBH R505A Manage remuneration and employee benefits
© Australian National Training Auth ority 2002 Vol 2 Page 55
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Range Statement
Scope of remuneration plans
means:
0078 the different remuneration and benefits payable to
each occupation al group in the organisation
Award based employees means:
0078 all em ployees covered by an award (federal or state)
or an agreement based on an award
Market rates survey s may
include:
0078 surveys conducted by the organisation
0078 purpose-built external surveys
0078 general industry/comm unity surveys
Job evaluation means:
0078 the use of one of the established points-based
evaluation system s developed by remuneration
specialists or a system developed within the
organisation
Salary packages means:
0078 a payment arrangeme nt where the total remuneration
and benefits payable to an em ployee are calculated as
total cost of employment (i.e. salary, allowances,
motor vehicle, superannuation and fringe benefits)
0078 it does not include payroll tax or worker’s
compensation insurance
Incentive arrangements may
include:
0078 commission
0078 bonuses
0078 share plans
0078 share options
0078 gain sharing
0078 profit sharing
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 Dem onstrated capacity to apply different
rem uneration strategies and plans to different
occupational groups and circum stances
0078 The ability to organise the critical activities
associated with the maintenance of award/agreement
legal activities, using eith er in ternal or external
resources (or a mix)
0078 Compliance with all of the legal aspects of managing
remuneration and benefits
BSBHR505A Manage rem uneration and employee benefits Human Resources
Page 56 Vol 2 © Australian Nati onal Training Authority 2002
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Evidence Guide
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
th eoretical concepts, with substantial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Understanding of contem porary industrial relations
issues
0078 Range of evaluation me thodologies
0078 Understanding of organisational goals, policies and
procedures
0078 Huma n resource strategy and planning
0078 Understanding of the relationships between human
resource functions
0078 Remuneration principles/m odels and strategies
0078 Taxation ma tters relating to remuneration salary
packaging and fringe benefits
0078 Superannuation, legislation and policies
0078 Bonus/incentive scheme s including gainsharing/
profit-sharing
0078 Leasing arrangeme nts including novated leases
Underpinning Skills
0078 Research skills to determ ine appropriate models of
rem uneration and benefits for particular occupational
groups and individuals
0078 Planning skills to develop remuneration and incentive
plans
0078 Consultative skills to consult with managers about
remuneration options
0078 Ability to evaluate rem uneration plans in terms of
costs, benefits and tax advantages
0078 Negotiation skills to nego tiate remuneration packages
0078 Communication and report wr iting skills to impart
knowledge about the rem uneration plans to managers
and employees
0078 Ability to operate with stri ct confidentiality in
relation to all aspects of remuneration and benefits
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Human Resources BSBH R505A Manage remuneration and employee benefits
© Australian National Training Auth ority 2002 Vol 2 Page 57
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Evidence Guide
Consistency of Performance 0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Key Competency Levels
NB: These levels do not rela te to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 3 L evel 3 Level 3 Level 2 Level 3 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to design, m onitor and evaluate an
organisation’s remuneration and employ ee benefits strategies and plans
0078 Communicating ideas and information – to develop employee rem uneration and
em ployee benefits through consultation
0078 Planning and organising activities – to plan the implem entation of remuneration and
benefits strategies
0078 Working wi th teams and others – to plan in a consultative m anner
0078 Using mathematical ideas and techniques – to calculate benefits and tax effectiveness
of remuneration options
0078 Solving problems – to achieve consensus on a pproaches to remuneration
0078 Using technology – to aid comm unication, record keeping and lodgement of information
to relevant authorities
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
BSBH R506A Manage recruitment selection and induction processes Human Resources
Page 58 Vol 2 © Aust ralian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBHR506A M anage recruitmen t selection and induction
processes
Unit Descriptor This unit covers all aspects of the recruitment selection and
induction processes from the pe rspective of an HR manager
responsible for ensuring the organisation undertakes these
processes in accordance with pr edetermined policies and
procedures.
This unit is related to BSBHR402A Recruit and select personnel.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Strategic and operationa l plans and policies are
analysed to identify rele vant policies and objectives
1.2 Recruitment and selection processes and relevant
documents are developed
1.3 Appropriate technology is em ployed to improve the
efficiency and effectiveness of the
recruitment/selection process
1.4 Specialists are utilised for those parts of the process
which are necessary
1.5 Content and me thodology for induction processes are
agreed and docume nted (induction plan)
1.6 Forms, procedures and induction processes are
trialled and measured against ob jectives
1. Develop recruitment
selection and induction
processes
1.7 Performance gaps are analysed and improveme nts
introduced prior to im plementation
2.1 Future human resource needs are determined in
collaboration with relevant managers and sections
2.2 Position descriptors and person specifications for
vacancies are provided to relevant managers and
updated where appropriate
2.3 Training and assistance is provided to all persons
involved in the recruitment/selection process
2.4 Vacant positions are advertised in accordance with
organisational policy and a dvertisements meet all
legal requirements
2.5 Selection procedures are implemented in accordance
with organisational policy and legal requirements
2.6 Applicants are advise d of selection outcome
2. Recruitment and selection
of staff
2.7 Term s and conditions of employment and probation
period are advised to su ccessful applicants
Human Re sources BSBHR506A Manage recruitment selection and induction processes
© Australian Nati onal Training Authority 2002 Vol 2 Page 59
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Element P erformance Criteria
3.1 Training and assistance is provided to all persons
engaged in inducting staff
3.2 Induction is undertaken in accordance with the
induction plan
3.3 Em ployees are assessed at the completion of the
induction program
3.4 Feedback is obtained from participants and relevant
ma nagers on the extent to which the induction
process is meeting its objectives
3.5 Improveme nts are introdu ced to the induction
process in acco rdance with feedback received and
organisational policies
3. Manage induction of staff
3.6 Probationary em ployees are performance managed
and provided with feedback un til their employment
is confirmed
Range Statement
The Range Statement provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
BSBHR506A Manage recruitment se lection and induction processes Human Resources
Page 60 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Range Statement
Recruitment and selection
processes may include:
0078 job analysis
0078 job description
0078 job evaluation
0078 recruitment advertising
0078 use of external agencies
0078 application processing
0078 competency profiling
0078 job classifications, assessm ent centres
0078 psychometric assessment
0078 commercial software packages to improve efficiency
in recruitm ent and selection processes
Performance gaps may include:
0078 situations where outcome s are less then those stated
in the strategic objectives and ma y include:
0078 lost time disputes
0078 work bans/go slow
0078 disruptive conflict
0078 low/high turnover of labour
0078 external interference
0078 quality/OHS/environm ental failure
0078 productivity below budget
0078 costs above budget
0078 failure to m eet strategic and/or operational
objectives
Relevant managers and sections
means:
0078 those who have a role in the recruitment selection or
induction processes
Advertisements may include:
0078 internal bulletin
0078 internal notice board
0078 newspaper
0078 radio
0078 television
0078 internet
0078 recruitment agencies
Probation period means:
0078 the period from the date of appointment until the
employee is confirmed in their em ployment, during
which regular performance feedback and relevant
training and development occurs
Human Resources BSBH R506A Manage recruitment selection and induction processes
© Australian National Training Auth ority 2002 Vol 2 Page 61
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 The integrated dem onstration of all elements and
their performance criteria
0078 The establishment of eff ective recruitment and
selection processes which facilitate the supply of
human resources ma tched to organisational needs
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
th eoretical concepts, with substantial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operati on, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Relevant term s and conditions of employment
0078 Recruitment and selection me thods, including
assessm ent centres
0078 Reliability and va lidity as applied to recruitment and
selection methods
0078 Understanding of psychom etric and skills testing
programs
0078 Concept of outsourcing
0078 Employee contracts
0078 Internet-based recruitment
0078 Industrial relations systems
0078 Changing econom ic, social, demographic, labour
ma rket conditions and educational trends
0078 Understanding of the organisation’s strategic goals,
policies and procedures, a nd their implications for
future human resource requirements
0078 Huma n resource strategy and planning
0078 Understanding of the concept of diversity
0078 EEO
Underpinning Skills
0078 Consultation skills to c onsult with other managers
regarding recruitm ent/selection/induction
requirements
0078 Internal and external ma rketing skills to attract
applicants to apply for vacant positions
0078 Technology skills to access information and to select
and use appropriate tec hnology to assist in the
recruitment process
0078 Negotiation skills to negotiate terms and conditions
of employment
BSBHR506A Manage recruitment se lection and induction processes Human Resources
Page 62 Vol 2 © Australian Nati onal Training Authority 2002
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Evidence Guide
0078 Communication skills to a dvise potential applicants
about positions and answer inquiries
0078 Interviewing skills to part icipate in/support managers
in selection interviewing
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to in clude dealings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Human Resources BSBH R506A Manage recruitment selection and induction processes
© Australian National Training Auth ority 2002 Vol 2 Page 63
BSB01 to be reviewed by 30/08/04 Print ver 2.00
Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 3 L evel 3 Level 3 Level 2 Level 3 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to develop, co-ordinate and
implem ent processes to recruit and select hum an resources to m eet organisational needs
0078 Communicating ideas and information – to consult with ma nagers to develop
recruitm ent and selection plans
0078 Planning and organising activities – to facilitate the selec tion processes
0078 Working wi th teams and others – to deliver effective induction programs
0078 Using mathematical ideas and techniques – to aid planning
0078 Solving problems – to ensure both ma nagers and new employees are satisfied with the
outcomes
0078 Using technology – to aid comm unication and enhance recruitment and selection process
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
BSBH R507A Manage separation/termination Human Resources
Page 64 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
BSBHR507A M anage separation/termination
Unit Descriptor This unit covers all aspects of separation/termination of an
employment contract. It deal s with the establishment and
maintenance of system s to deal with redeployment, resignation,
retirement, dismissal and re dundancy, including the conduct of
exit interviews.
Consider co-assessment with BS BHR503A Manage performance
management systems.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Research is undertaken to determ ine features of best
practice systems of separation/termination and the
legal requirements
1.2 Consultation is undertaken with relevant managers
prior to the introduction of new forms, procedures or
systems
1.3 Forms and procedures are developed for all form s of
separation/term ination and trialled in the HR
information system
1.4 Procedures allow adequate tim e for employees to
ma ke appropriate decisions about their
separation/termination
1.5 Procedures for separation /termination ensure
respect for the individua ls involved and strict
confidentiality
1.6 Procedures for dismissal meet all legal requirem ents
and organisational objectives
1.7 Feedback is sought from exiting employees and their
ma nagers as to the effectiveness of the forms and
procedures
1.8 Problems are identified and im provements in the
separa tion/termination proc esses are identified and
introduced in accordance with organ isational policies
and legal requirements
1.9 Redundancy policies and procedures are developed
for utilisation in the even t of either voluntary or
involuntary redundancies which arise
1. Develop processes for
separation/termination of
employment
1.10 Redeployment procedures are developed which take
account of the situation, performa nce and personal
qualifications of those involved
2. Manage separation/
termination processes
2.1 Reports are generated re gularly indicating the
retirement intentions of em ployees on the grounds of
age
Human Resources BSBH R507A Manage separation/termination
© Australian National Training Auth ority 2002 Vol 2 Page 65
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Element Performance Criteria
2.2 Redeploym ent procedures ensure agreement between
the em ployee and the organisation as to the new
contract of employment
2.3 Communication systems are established which
provide all necessary information about
separation/termination proc edures, and ensure early
notification of retirement or resignation
2.4 Redundancy plans are implem ented in the event of
voluntary or involuntary redundancies arising
2.5 Outplacement assistance is pr ovided in accordance
with organisational policies and legal requirements
2.6 Dismissals for incapacity to perform or misconduct
are carried out in accordan ce with organisational
policies and legal requirements
2.7 Separation/termination procedures are regularly
reviewed and evaluated, and improvements
introduced in accordance with the evaluation and
organisational policies
3.1 Separating employees are invited to participate in
exit interviews
3.2 Time , place and duration of exit interview is agreed
3.3 Standard exit interview form s are completed and a
report prepared by the interviewee
3. Conduct exit interviews
3.4 Feedback is collated, depersonalised, and used as an
input to performance improveme nt processes
throughout the organisation
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
BSBHR507A Manage separation/term ination Human Resources
Page 66 Vol 2 © Australian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Range Statement
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Research may include:
0078 database search
0078 library search
0078 use of consultants/specialists
0078 visits to best practice organisations
Forms and procedures may
include:
0078 HR manual
0078 employee bulletin
0078 HR web site
0078 HR intranet
0078 internal copy forms
Procedures for separation/
term ination may include:
0078 counselling
0078 advising of separation/term ination (written and oral)
0078 negotiation
0078 exit interviews
Procedures for dismissal may
include:
0078 counselling
0078 warnings (written and oral)
0078 negotiation with employee a nd/or their representative
0078 and must include:
0078 due process (at least one opportunity for the
em ployee to give an explanation of their continued
incapacity or misconduct)
Redundancy means:
0078 when an organisation decides it has a job which it
does not require to be done anym ore by either the
present incumbent or someone else
Redeployment means:
0078 the cessation of one contract of employment and its
replacem ent with a new contract for a different
position
Retirement means:
0078 the decision by an em ployee to bring their contract of
employment to an end as a consequence of their age
or ill health
Human Resources BSBH R507A Manage separation/termination
© Australian National Training Auth ority 2002 Vol 2 Page 67
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Range Statement
Communication systems may
include:
0078 written documentation
0078 manuals
0078 on-line facilities
0078 policy and procedure statem ents, guides
0078 inform ation brochures and pamphlets
0078 oral advice and guidance
0078 one-on-one meetings
0078 small group/team meetings
0078 telephone contact and/or electronic mail
0078 training programs
0078 employee bulletins
0078 performa nce feedback sessions
Dismissal means:
0078 termination of the em ployee by the employer for
misconduct or incapacity to perform their job
Separation/t ermination means:
0078 the conclusion of the em ployment contract by either
party or both parties mutually
0078 and may include:
0078 expiry of a fixed term contract
0078 cessation of a casual labour agreement
0078 resignation
0078 retirement
0078 redundancy
0078 redeployment
0078 dismissal
Exit interview means:
0078 a form al standard interview conducted in accordance
with organisational polic y, to obtain information
from an employee who is leaving their employment,
about their employment experiences
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 Dem onstration of the capacity to manage the full
range of separation/term ination situations, in
com pliance with organisational policies and legal
requirements
0078 The effective redeploym ent of an employee as a
BSBH R507A Manage separation/termination Human Resources
Page 68 Vol 2 © Australian Nati onal Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Evidence Guide
result of changed organisational needs, performance
issues or employee rehabilitation
Underpinning Know ledge*
* At this leve l the learner must
demonst rate understanding of a
br oad knowledge base incorporating
theoretical concepts, with substan tial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Understanding of organisational goals, policies and
procedures
0078 Redeployment processes
0078 Em ployee relations issues including award
interpretation and em ployee entitlements
0078 Work design and organisation
0078 Employment contracts
0078 Organisational policies for work performance
standards and misconduct
0078 Sexual harassment, discrimi nation, racial vilification
policies and legislation
0078 Disputes and grievance procedures
0078 Concepts of dism issal, suspension, voluntary
termination, retireme nt and redundancy
0078 Concept of em ployee rehabilitation
0078 Em ployee rehabilitation procedures
0078 Understanding of contem porary industrial relations
issues
0078 Huma n resource strategy and planning
0078 Understanding of the concept of diversity
0078 EEO
0078 Understanding of the relationships between human
resource functions
0078 Huma n resource policies and practices
0078 Relevant legislation which applies to human
resources including workers’ compensation,
superannuation scheme s, redundancy, retirement and
unfair dismissals
0078 Performance management
Underpinning Skills
0078 Performance manageme nt/coaching skills to assist
managers with em ployees who are to be redeployed
0078 Interviewing skills to inte rview exiting employees
0078 Counselling skills to assist managers/employees with
problem
0078 Consultative skills to ensu re the systems are owned
Human Resources BSBH R507A Manage separation/termination
© Australian National Training Auth ority 2002 Vol 2 Page 69
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Evidence Guide
and supported by other ma nagers and employees
0078 Evaluation skills to carry out on-going evaluation of
the procedures utilised
0078 Negotiation skills to negotiate terms and conditions
of separation/termination
0078 Research sk ills to identify best practice in
separation/termination procedures
0078 Communication skills to im part knowledge about the
systems to other managers
0078 Form design to develop simp le and effective forms
0078 Advocacy skills to advocate the company position in
unfair dismissals
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
Context/s of Assessment
0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
BSBHR507A Manage separation/term ination Human Resources
Page 70 Vol 2 © Australian National Training Authority 2002
BSB01 to be reviewed by 30/08/04 Pr int ver 2.00
Key Competency Levels
NB: These levels do not relate to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 3 L evel 3 Level 3 Level 2 Level 3 Level 2
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to ensure employee
separation/termination is corr ectly carried out
0078 Communicating ideas and information – to ensure a thorough understanding of
separation/termination procedures
0078 Planning and organising activities – to conduct counselling and exit interviews
0078 Working wi th teams and others – to review and im prove separation/termination
procedures
0078 Using mathematical ideas and techniques – to aid planning
0078 Solving problems – to deal with difficult sepa ration/terminations
0078 Using technology – to aid comm unication and record-keeping
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBH R508A Manage work/life skills
© Australian National Training Auth ority 2002 Vol 2 Page 71
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BSBHR508A Manage work/life skills
Unit Descriptor This unit covers the skills and knowledge required to manage
projects within a work/life sk ills context. It has particular
relevance for managers of human resources or diversity programs,
frontline managers and sp ecialist consultants responsible for
prom oting a balance between work demands and personal life.
This is basically a stand-alone unit but consider co-assessment
with BSBHR501A Manage hum an resource consultancy services.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Information to achieve work/life changes are
identified and collected from appropriate sources
1.2 Appropriate language a nd behaviour is used to
communicate ideas and information
1.3 Relevant business objectiv es and resources needed to
position the organisation as an “employer of choice”
are identified
1.4 Diverse ideas and approaches are developed and
refined
1. Research and analyse
work/life needs
1.5 Possibilities and constr aint s are identified and
assessed, and project concept identified and agreed
in principle
2.1 Project scope and objectives are developed in
consultation with appropri ate industry consultants,
colleagues and managers
2.2 Strategies are developed and aligned with corporate
goals, mission statem ents and directions
2.3 Administrative structure a nd resources for the project
are planned and created
2.4 Project responsibilities ar e agreed upon and clearly
communicated to all st akeholders
2.5 Communications and mark eting strategies are
planned in conjunction with stakeholders
2. Plan work/life skills project
2.6 Suitable evaluation m ethods are agreed and overall
project management plan is developed and
communicated to stakeholders
3.1 Policy docum ents are prepared and strategies
implemented and m onitored, in conjunction with
project team members
3. Implement, administer and
monitor project
3.2 Support, assistance and ment ors are provided to team
m embers as appropriate
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Element P erformance Criteria
3.3 Sound interpersonal and communication skills are
used to build trust, respect and cr edibility
3.4 Team memb ers are treated with integrity, respect and
empathy
3.5 Tracking systems are implem ented and monitored
accord ing to project guidelines
3.6 Project milestones are reached within agreed
timelines and regular prog ress reports are provided
to stakeholders
4.1 Agreed evaluation methods are used to assess the
effectiveness of the proj ect at specific stages
4.2 Information from project evaluation process is
communicated to stakeholders
4. Evaluate projects
4.3 Evaluation process involves all stakeholders and
outcome s are incorporated into continuous
improveme nt strategies, enterprise agreements and
future corporate plans
Range Statement
The Range Statem ent provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 relevant industry codes of practice
OHS considerations may
include:
0078 establishment and ma intenance of OHS training,
records, induction processes
0078 performa nce against OHS legislation and
organisation’s OHS system , especially policies,
procedures and work instructions
Human Resources BSBHR508A Manage work /life skills
© Aust ralian National Training Authority 2002 Vol 2 Page 73
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Range Statement
Work/life skills practitioners
will usually be engaged in a
workplace context in which they
may:
0078 work autonom ously under broad guidance, manage,
supervise, train or guide others
0078 plan and ma nage the work of others
0078 be involved in self-direc ted application of knowledge
0078 operate in varied or hi ghly specific contexts
0078 use competencies independen tly for routine and
non-routine services
0078 use judgeme nt for self and others in planning and
using resources, services and processes to achieve
outcomes within time constraints
0078 use existing skills from legal, financial, planning and
human resource sectors
Sources of information and
research may include:
0078 input from internal and external sources
0078 internet, libraries
0078 ACTU, enterprise bargaini ng agreements
0078 government legislation and m aterials relating to
workplace relations, industrial relations, affirmative
action, equal employm ent opportunity and
conditional employment schemes
0078 existing internal employm ent conditions, leave
arrangements, work/life programs and amenities
“Employer of choice” means:
0078 that the organisation has a policy of ensuring that
individuals, the team and the organisation, gain from
change
0078 it is viewed as having a pos itive approach to
developing diversity and work/life policies and can
include flexible work practices, e.g. types of
employment, leave options, em ployee programs,
on-site amenities
Stakeholders may include:
0078 owners/managem ent/financial backers
0078 colleagues, team members or other staff members
Project management plan will
normally include:
0078 cost benefit analysis and contingency plans
0078 key project milestones
0078 additional resource requirem ents (including
technology)
0078 strategies to assess, review and communicate
progress against project goals
0078 strategies to obtain managem ent approval for project
plan
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Range Statement
Evaluation methods may
include:
0078 ma pping against agreed goals and priorities
0078 incorporation of results in to on-going work/life
projects
0078 additional resource require ments required (including
technology)
Flexible working practices can
include:
0078 part time work, job share
0078 48/52 arrangements
0078 teleworking/telecommuting
0078 flexible hours arrangements
0078 sabbatical leave or othe r leave arrangements
A range of learning
methodologies may be used
including:
0078 short course training program
0078 mentors (being a me ntor and having a mentor)
0078 shadowing
0078 action learning
0078 exchange/rotation
Evidence Guide
The Evidence Guide identifies th e critical aspects, know ledge and skills to be demonstrated to
confirm competence fo r this unit. This is an inte gral part of the assessment of competence and
should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
0078 Ability to research, anal yse, plan, implement, monitor
and administer a project a nd to demonstrate effective
project manageme nt, communication and leadership
skills
Human Resources BSBHR508A Manage work /life skills
© Aust ralian National Training Authority 2002 Vol 2 Page 75
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Evidence Guide
Underpinning Knowledge*
* At this level the learn er must
demonstrate under standing of a
broad knowle dge base incorporating
th eoretical concepts, with substantial
depth in some areas.
0078 Relevant legislation from all levels of government
that affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discrimination
0078 Project manageme nt processes and systems
0078 An understanding and knowledge of work/life
philosophy and its im pact in an organisation
0078 In-depth knowledge of the nature of the work/life
project being ma naged incl uding internal and external
issues to be considered
0078 Processes to assess, review and communicate
progress against project goals
0078 Principles of organisati onal change and diversity
0078 Quality and continuous im provement processes and
standards
Underpinning Skills
0078 Skills in the areas of planning, negotiation,
leadership, marketing, budgets, adm inistration and
training a re necessary to manage work/life skills
projects
0078 Ability to communicate to pa rticipants and managers
of these areas
0078 Ability to ma nage and deal with organisational
change and diversity
0078 Ability to relate to peop le from a range of social,
cultural and ethnic backgrounds and physical and
mental abilities
Resource Implications
0078 The learne r and trainer should have access to
appropriate docume ntation and resources normally
used in the workplace
Consistency of Performance
0078 In order to achieve cons istency of performance,
evidence should be collected over a set period of time
which is sufficient to include de alings with an
appropriate range and variety of situations
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Evidence Guide
Context/s of Assessment 0078 Competency is dem onstrated by performance of all
stated criteria, including pa ying particular attention to
the critical aspects a nd the knowledge and skills
elaborated in the Evidence Guid e, and within the
scope as defined by the Range Statement
0078 Assessm ent must take account of the endorsed
assessm ent guidelines in the Business Services
Training Package
0078 Assessment of performance requirements in this unit
should be undertaken in an actual workplace or
simulated environment
0078 Assessment should reinforce the integration of the
key comp etencies and the business services common
comp etencies for the particular AQF level. Refer to
the Key Comp etency Levels at the end of this unit
Key Competency Levels
NB: These levels do not rela te to the Australian Qualifications Framework. They rela te to the seven areas of generic
competency that underpin ef fective workplace practices.
Collect, analyse
and organise
information
Communicate
ideas and
information
Plan and
organise
activities
Work with
others and in
teams
Use
mathematical
ideas and
techniques
Solve problems Use technology
Level 3 Level 3 L evel 3 Level 3 Level 2 Level 3 Level 3
Three levels of performa nce denote level of competency required to perform a task.
1. Perform 2. Administer 3. Design
0078 Collecting, analysing and organising information – to research trends and analyse
needs
0078 Communicating ideas and information – with memb ers of the work team and other
stakeholders
0078 Planning and organising activities – to develop and implem ent strategies
0078 Working wi th teams and others – to implement the project
0078 Using mathematical ideas and techniques – as an aid to planning, administering and
evaluation
0078 Solving problems – to implem ent the project plan
0078 Using technology – to assist analysis and planning
Please refer to the Assessment Guidelines fo r advice on how to use the Key Competencies
Human Re sources BSBHR509A Manage rehabilitation/return-to-work programs
© Australian National Training Auth ority 2002 Vol 2 Page 77
BSB01 to be reviewed by 30/08/04 Print ver 2.00
BSBHR509A Manage rehab ilitation/return-to-work
programs
Unit Descriptor This unit covers the processing and analysis of both workers’
compensation and sick leave clai ms to establish rehabilitation
needs and return-to-work programs . It also covers the
establishment of these programs and their monitoring, on-going
review and evaluation.
Competency Field Human Resource Management
Element P erformance Criteria
1.1 Claims are processed in accordan ce with
organisational policies and legal and insurance
requirements
1.2 Claims are disputed where insurer or organisational
requirements are not met
1.3 Rehabilitation provider is notified in accordan ce
with organisational procedures
1.4 Claimants are advi sed as to whether their claim has
been accepted
1.5 Claims are analysed to identify the nature of the
illness/injury and report prepared
1. Analyse claims
1.6 The report identifies the pr ojected period of absence
and where rehabilitation assistance is required
2.1 Consultation occurs between rehabilitation provider
and the treating doctor
2.2 Consultation occurs between the rehabilitation
provider, relevant ma nagers and the employee
2.3 Job redesign, reduced hours and alternative duties
are considered in the light of medical advice
2.4 A rehabilitation/return-to- work program is designed
to achieve a successful return-to-work
2.5 Return-to-work program is approved by relevant
m anagers
2.6 Rehabilitation program is agreed with employee
2.7 Risk analysis is undertaken in relation to proposed
program and risk is mitigated where appropriate
2. Establish rehabilitation/
return-to-work program
2.8 Program comm ences as close to accident/illness as
possible
3.1 Regular feedback/comm unication between provider,
supervising manager and em ployee is encouraged
3. Monitor/evaluate
rehabilitation/
return-to-work program 3.2 Regular contact and s upport between the provider
and the em ployee is in place
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Element P erformance Criteria
3.3 Breaches of the return-to-work program are
identified and remedial action prom ptly taken
3.4 Return-to-work program referred to workers’
compensation authorities where breaches occur
3.5 Return-to-work program is m odified where
appropriate if it is not delivering the required
outcomes
3.6 Each rehabilitation/re turn-to-work program is
evaluated at its conclusion and recommendations for
system improvement implem ented where appropriate
Range Statement
The Range Statement provides advice to interp ret the scope and context of this unit of
comp etence, allowing for differences between en terprises and workplaces. It re lates to the
unit as a whole and facilitates holistic assessm ent. The following variables may be present for
this particular unit:
Legislation, codes and national
standards relevan t to the
wo rkplace which may include:
0078 award and enterprise agreem ents and relevant
industrial instruments
0078 relevant legislation from all levels of government that
affects business operation, especially in regard to
Occupational Health and Safety and environmental
issues, equal opportunity, industrial relations and
anti-discriminatio