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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Monitor and improve workplace operations.
1.1.Monitor efficiency and service levels through close contact with day-to-day operations.
1.2.Ensure workplace operations support overall organisational goals and quality assurance initiatives.
1.3.Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.
1.4.Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.
1.5.Provide feedback to colleagues and management to inform future planning.
1.6.Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
1.7.Assess and respond to opportunities to improve sustainability of day-to-day operations.
2. Plan and organise workflow.
2.1.Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.
2.2.Delegate work according to principles of delegation.
2.3.Assess workflow and progress against agreed objectives and timelines.
2.4.Assist colleagues in prioritising workload through supportive feedback and coaching.
2.5.Provide timely input to appropriate management regarding staffing needs.
3. Monitor and support team members.
3.1.Monitor team and individual performance against agreed goals and objectives.
3.2.Proactively share information, knowledge and experiences with team members.
3.3.Challenge and test ideas within the team in a positive and collaborative way.
3.4.Provide feedback, coaching and support to team members.
3.5.Complete and submit organisation records as required.
4. Solve problems and make decisions.
4.1.Identify and analyse workplace problems from an operational and customer service perspective.
4.2.Initiate short-term actions to resolve immediate problems where appropriate.
4.3.Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
4.4.Where a team member raises a problem, encourage individual participation in solving it.
4.5.Take follow-up action to monitor effectiveness of solutions.