Units of Competency in BSB Business Services Training Package

Implementation Guide for BSB Business Services Training Package

Introduction

Who is this

Guide for?

Version modification history

Mapping to previous version of the

Training

Package

This Implementation Guide is designed to assist assessors, trainers, Registered

Training Organisations (RTOs) and enterprises in delivering the BSB Training

Package. It provides advice about the structure of the Training Package and its key features.

In addition to this Implementation Guide, other Companion Volumes may be available for this Training Package.

Please visit the IBSA website to check for availability.

Release

Number

Release 1.0

Release Date Comments

February 2014 Primary release of restructured Training

Package.

This release of BSB Business Services

Training Package contains 121 units that have been updated for the Standards for

Training Packages, 27 new units and 15 imported units.

Mapping of qualifications/units of competency

Key: E = equivalent, N = not equivalent, N/A = not applicable

Mapping of qualifications of competency to previous version of the

Training Package

Code and title

(previous version)

Code and title

(current version)

Comments

New qualification BSB42014

Certificate IV in

Leadership and

Management

New qualification BSB51914 Diploma of Leadership and

Management

BSB61014 Advanced

Diploma of

Leadership and

Management

BSB80214 Graduate

Diploma in Strategic

Leadership

New qualification

New qualification

BSB30712

Certificate III in

Work Health and

Safety

BSB41412

Certificate IV in

Work Health and

Safety

BSB30714

Certificate III in Work

Health and Safety

BSB41414

Certificate IV in Work

Health and Safety

Updated to meet Standards for Training Packages


Strengthened Assessment conditions in unit

BSBWHS402

E/N

N/A

N/A

N/A

N/A

E

E

1

BSB51312

Diploma of Work

Health and Safety

BSB60612

Advanced

Diploma of

Occupational

Health and Safety

BSB51314 Diploma of Work Health and

Safety

BSB60614 Advanced

Diploma of Work

Health and Safety



E

E

Mapping between previous versions of the BSB Training Package is available on the IBSA website: www.ibsa.org.au.

Comments E/N BSB07 Version 9

Unit of competency code and title

BSB Version 1


BSBADM409A Coordinate business resources

BSBADM409 Coordinate business resources

BSBADM502B Manage meetings BSBADM502 Manage meetings

BSBCCO601B Optimise customer contact operations

BSBCCO601 Optimise customer contact operations

BSBCCO602B Manage customer contact information

BSBCCO603B Design and launch new customer contact facilities

BSBCCO604B Develop and maintain a service-level strategy

BSBCCO602 Manage customer contact information

BSBCCO603 Design and launch new customer contact facilities

BSBCCO604 Develop and maintain a service level strategy

BSBCCO605B Develop and maintain a customer contact marketing strategy

BSBCCO606B Forecast and plan using customer contact traffic information analysis

BSBCCO607B Manage customer contact centre staffing

BSBCCO608B Manage customer contact operational costs

BSBCMM201A Communicate in the workplace

BSBCCO605 Develop and maintain a customer contact marketing strategy

BSBCCO606 Forecast and plan using customer contact traffic information analysis

BSBCCO607 Manage customer contact centre staffing

BSBCCO608 Manage customer contact operational costs

BSBCMM201

Communicate in the workplace

BSBCMM401A Make a presentation

BSBCOM406A Conduct work within a compliance framework

BSBCOM503B Develop processes for the management of breaches in compliance requirements

BSBCMM401 Make a presentation

BSBCOM406 Conduct work within a compliance framework

BSBCOM503 Develop processes for the management of breaches in compliance

Updated to meet Standards for

Training Packages


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E

E

E

E

E

E

E

E

E

E

E

E

E

E

2

BSB07 Version 9


BSBCOM603B Plan and establish compliance management systems

BSBCRT401A Articulate, present and debate ideas

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

BSBCUS501C Manage quality customer service

BSBDIV301A Work effectively with diversity

BSBDIV601A Develop and implement diversity policy

BSB Version 1


BSBCOM603 Plan and establish compliance management systems

BSBCRT401 Articulate, present and debate ideas

BSBCUS401 Coordinate implementation of customer service strategies

BSBCUS402 Address customer needs

BSBCUS403 Implement customer service standards

BSBCUS501 Manage quality customer service

BSBDIV301 Work effectively with diversity

BSBDIV601 Develop and implement diversity policy

Comments


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Training Packages

BSBFIA402A Report on financial activity

BSBFIM501A Manage budgets and financial plans

BSBFIM601A Manage finances

BSBFLM303C Contribute to effective workplace relationships

BSBFRA502B Manage a franchise operation

BSBHRM405A Support the recruitment, selection and induction of staff

BSBHRM509A Manage rehabilitation or return to work programs

BSBHRM511A Manage expatriate staff

BSBHRM512A Develop and manage performance management processes

BSBHRM513A Manage workforce planning

BSBHRM602A Manage human resources strategic planning

BSBHRM604A Manage employee relations

BSBINM301A Organise workplace information

BSBFIA402 Report on financial activity

BSBFIM501 Manage budgets and financial plans

BSBFIM601 Manage finances

BSBFLM303 Contribute to effective workplace relationships

BSBFRA502 Manage a franchise operation

BSBHRM405 Support the recruitment, selection and induction staff

BSBHRM509 Manage rehabilitation or return to work programs

BSBHRM511 Manage expatriate staff

BSBHRM512 Develop and manage performance management processes

BSBHRM513 Manage workforce planning

BSBHRM602 Manage human resources strategic planning

BSBHRM604 Manage employee relations

BSBINM301 Organise workplace information


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Minor edits to clarify intent of

Performance Criteria


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E/N

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

3

BSB07 Version 9


BSBINM401A Implement workplace information system

BSBINM501A Manage an information or knowledge management system

BSBINM601A Manage knowledge and information

BSBINN201A Contribute to workplace innovation

BSBINN301A Promote innovation in a team environment

BSBINN501A Establish systems that support innovation

BSBINN502A Build and sustain an innovative work environment

BSBINN601B Manage organisational change

BSB Version 1


BSBINM401 Implement workplace information system

BSBINM501 Manage an information or knowledge management system

BSBINM601 Manage knowledge and information

BSBINN201 Contribute to workplace innovation

BSBINN301 Promote innovation in a team environment

BSBINN501 Establish systems that support innovation

BSBINN502 Build and sustain an innovative work environment

BSBINN601 Lead and manage organisational change

Comments


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Training Packages

BSBINT401B Research international business opportunities

BSBIPR401A Use and respect copyright

BSBIPR403A Protect and use brands and business identity

BSBIPR501A Manage intellectual property to protect and grow business

BSBIPR601A Develop and implement strategies for intellectual property management

BSBLED401A Develop teams and individuals

BSBLED501A Develop a workplace learning environment

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBINT401 Research international business opportunities

BSBIPR401 Use and respect copyright

BSBIPR403 Protect and use brands and business identity

BSBIPR501 Manage intellectual property to protect and grow business

BSBIPR601 Develop and implement strategies for intellectual property management

BSBLED401 Develop teams and individuals

BSBLED501 Develop a workplace learning environment

BSBMGT401 Show leadership in the workplace

BSBMGT402 Implement operational plan

BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate off site staff

BSBMGT403 Implement continuous improvement

BSBMGT404 Lead and facilitate off-site staff

Title change


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Minor edits to clarify intent of performance criteria


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Training Packages

E/N

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

E

4

BSB07 Version 9


BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSB Version 1


BSBMGT502 Manage people performance

BSBMGT517 Manage operational plan

Comments E/N


Training Packages

Edits to clarify intent of

Performance Criteria

Additional Performance criteria and evidence for intellectual property


Training Packages


Training Packages


Training Packages

E

N

E

E

BSBMGT516C Facilitate continuous improvement

BSBMGT605B Provide leadership across the organisation

BSBMGT608C Manage innovation and continuous improvement

BSBMGT615A Contribute to organisation development

BSBMGT616A Develop and implement strategic plans

BSBMGT617A Develop and implement a business plan

BSBMKG413A Promote products and services

BSBMKG507A Interpret market trends and developments

BSBMKG512A Forecast international market and business needs

BSBMKG609A Develop a marketing plan

BSBPMG522A Undertake project work

BSBREL402A Build client relationships and business networks

BSBREL502A Build international business networks

BSBRES401 Analyse and present research information

BSBRES801A Initiate and lead applied research

BSBRKG601A Define recordkeeping framework

BSBRSK401A Identify risk and apply risk management processes

BSBMGT516 Facilitate continuous improvement

BSBMGT605 Provide leadership across the organisation

BSBMGT608 Manage innovation and continuous improvement

BSBMGT615 Contribute to organisation development

BSBMGT616 Develop and implement strategic plans

BSBMGT617 Develop and implement a business plan

BSBMKG413 Promote products and services

BSBMKG507 Interpret market trends and developments

BSBMKG512 Forecast international market and business needs

BSBMKG609 Develop a marketing plan

BSBPMG522 Undertake project work

BSBREL402 Build client relationships and business networks

BSBREL502 Build international business networks

BSBRES401 Analyse and present research information

BSBRES801 Initiate and lead applied research

BSBRKG601 Define recordkeeping framework

BSBRSK401 Identify risk and apply risk management processes


Training Packages


Training Packages

E


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E

E

E

E

E

E

E

E

E

E

E

E

E

E

5

BSB07 Version 9


BSBRSK501A Manage risk

BSBSLS501A Develop a sales plan

BSBSLS502A Lead and manage a sales team

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWHS201A Contribute to health and safety of self and others

BSBWHS301A Maintain workplace safety

BSBWHS302A Apply knowledge of WHS legislation in the workplace

BSBWHS303A Participate in

WHS hazard identification, risk assessment and risk control

BSBWHS304A Participate effectively in WHS communication and consultation processes

BSBWHS305A Contribute to

WHS issue resolution

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

BSB Version 1


Comments

BSBRSK501 Manage risk Updated to meet Standards for

Training Packages

BSBSLS501 Develop a sales plan

BSBSLS502 Lead and manage a sales team

BSBSUS301 Implement and monitor environmentally sustainable work practices

BSBSUS501 Develop workplace policy and procedures for sustainability

BSBWHS201 Contribute to health and safety of self and others

BSBWHS301 Maintain workplace safety


Training Packages


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Minor edits to clarify performance criteria


Training Packages



Training Packages

BSBWHS302 Apply knowledge of WHS legislation in the workplace

BSBWHS303 Participate in WHS hazard identification, risk assessment and risk control

BSBWHS304 Participate effectively in WHS communication and consultation processes

BSBWHS305 Contribute to WHS issue resolution

BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements



Training Packages



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Training Packages


E/N

E

E

E

E

E

E

E

E

E

E

E

E

6

BSB07 Version 9


BSBWHS402A Assist with compliance with WHS laws

BSBWHS403A Contribute to implementing and maintaining

WHS consultation and participation processes

BSBWHS404A Contribute to

WHS hazard identification, risk assessment and risk control

BSBWHS405A Contribute to implementing and maintaining

WHS management systems

BSBWHS406A Assist with responding to incidents

BSBWHS407A Assist with claims management, rehabilitation and return-to-work programs

BSBWHS408A Assist with effective WHS management of contractors

BSBWHS409A Assist with workplace monitoring processes

BSBWHS410A Contribute to work-related health and safety measures and initiatives

BSBWHS501A Ensure a safe workplace

BSBWHS502A Manage effective

WHS consultation and participation processes

BSBWHS503A Contribute to the systematic management of WHS risk

BSB Version 1


BSBWHS402 Assist with compliance with WHS laws

Comments E/N


Training Packages

Edits to clarify intent of performance criteria

Strengthened Assessment conditions. Assessors for this unit of competency must hold a WHS qualification or equivalent at Diploma level or higher.


Training Packages

E

E BSBWHS403 Contribute to implementing and maintaining WHS consultation and participation processes

BSBWHS404 Contribute to WHS hazard identification, risk assessment and risk control

BSBWHS405 Contribute to implementing and maintaining WHS management systems

BSBWHS406 Assist with responding to incidents

BSBWHS407 Assist with claims management, rehabilitation and returnto-work programs

BSBWHS408 Assist with effective WHS management of contractors

BSBWHS409 Assist with workplace monitoring processes

BSBWHS410 Contribute to work-related health and safety measures and initiatives

BSBWHS501 Ensure a safe workplace

BSBWHS502 Manage effective WHS consultation and participation processes

BSBWHS503 Contribute to the systematic management of WHS risk


Training Packages

E


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E

E

E

E

E

E

E

E

E

7

BSB07 Version 9


BSBWHS504A Manage WHS hazards and risks

BSBWHS505A Investigate WHS incidents

BSBWHS506A Contribute to developing, implementing and maintaining WHS management systems

BSBWHS507A Contribute to managing WHS information systems

BSBWHS508A Manage WHS hazards associated with plant

BSBWHS509A Facilitate the development and use of hazardmanagement tools

BSBWHS510A Contribute to implementing emergency procedures

BSBWHS601A Apply legislative frameworks for WHS

BSBWHS602A Facilitate WHS activities

BSBWHS603A Implement WHS risk management

BSBWHS604A Evaluate the WHS performance of organisations

BSBWHS605A Develop, implement and maintain WHS management systems

BSBWHS606A Conduct a WHS audit

BSBWHS607A Apply ergonomics to manage WHS hazards and risks

BSBWHS510 Contribute to implementing emergency procedures

BSBWHS601 Apply legislative frameworks for

WHS

BSBWHS602 Facilitate

WHS activities

BSBWHS603 Implement

WHS risk management

BSBWHS604 Evaluate the WHS performance of organisations

BSBWHS605 Develop, implement and maintain

WHS management systems

BSBWHS606 Conduct a

WHS audit

BSBWHS607 Apply ergonomics to manage

WHS risks

BSBWHS608A Assist with applying occupational hygiene to manage WHS hazards and risks

BSB Version 1


BSBWHS504 Manage

WHS risks

BSBWHS505 Investigate

WHS incidents

BSBWHS506 Contribute to developing, implementing and maintaining WHS management systems

BSBWHS507 Contribute to managing WHS information systems

BSBWHS508 Manage

WHS hazards associated with plant

BSBWHS509 Facilitate the development and use of risk-management tools

BSBWHS608 Assist with applying occupational hygiene to manage WHS risks

Comments


Training Packages

Title changed from Manage

WHS hazards and risks to

Manage WHS risks


Training Packages


Training Packages

E/N

E

E


Training Packages

E


Training Packages

Title changed from hazardmanagement to riskmanagement


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Minor edits to clarify title and performance criteria


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Minor edits to clarify title and performance criteria

E

E

E

E

E

E

E

E

E

E

E

E

8

BSB07 Version 9


BSBWHS609A Advise on the application of safe design principles to control WHS risks

BSBWOR301B Organise personal work priorities and development

BSBWOR401A Establish effective workplace relationships

BSB Version 1


BSBWHS609 Advise on the application of safe design principles to control WHS risks

BSBWOR301 Organise personal work priorities and development

BSBLDR402 Lead effective workplace relationships

Comments


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Training Packages

E/N

E

E

BSBWOR402A Promote team effectiveness

BSBWOR404A Develop work priorities

BSBWOR501B Manage personal work priorities and professional development

BSBWOR502B Ensure team effectiveness

BSBWRK510A Manage employee relations

BSBWRT310A Write simple documents

BSBWRT401A Write complex documents

N/A

N/A

N/A

N/A

N/A

N/A

BSBLDR403 Lead team effectiveness

BSBWOR404 Develop work priorities

BSBWOR501 Manage personal work priorities and professional development

BSBWOR502 Lead and manage team effectiveness

BSBWRK510 Manage employee relations

BSBWRT301 Write simple documents

BSBWRT401 Write complex documents

BSBLDR401

Communicate effectively as a workplace leader

BSBLDR404 Lead a diverse workforce

BSBLDR501 Develop and use emotional intelligence

BSBLDR502 Lead and manage effective workplace relationships

BSBLDR503

Communicate with influence

BSBLDR504 Manage diversity in the workplace

New unit

New unit

New unit

New unit

New unit


Training Packages

Title change



Training Packages

Title change



Training Packages


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Title change


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New unit

E

E

E

E

E

E

E

E

New

New

New

New

New

New

9

BSB07 Version 9


N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

BSB Version 1


BSBLDR801 Lead personal and strategic transformation

BSBLDR802 Lead the strategic planning process for an enterprise

BSBLDR803 Develop and cultivate collaborative partnerships and relationships

BSBLDR804 Influence and shape diversity management

BSBLDR805 Lead and influence change

BSBLDR806 Lead and influence ethical practice

BSBMGT407 Apply digital solutions to work processes

BSBMGT518 Develop organisation policy

BSBMGT519 Incorporate digital solutions into plans and practices

BSBMGT520 Plan and manage the flexible workforce

BSBMGT521 Plan, implement and review a quality assurance program

BSBMGT619 Identify and implement business innovation

BSBMGT621 Design and manage the enterprise quality management system

BSBMGT622 Manage resources

BSBMGT623 Monitor corporate governance activities

BSBMGT624 Practice corporate social responsibility

BSBMGT801 Direct the development of a knowledge management strategy for a business

BSBMGT802 Lead design and review of enterprise systems

Comments

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New unit

New

New

New

New

New

New

New

New

E/N

New

New

New

New

New

New

New

New

New

New

10

BSB07 Version 9


N/A

BSB Version 1


BSBMGT803 Use financial and economic information for strategic decision making

Comments

New unit

E/N

New

Imported units of competency

Overview of the

BSB Training

Package

The following units of competency have been imported into the BSB Business

Services Training Package to provide greater flexibility, choice and transferability of skills within the industry.

Imported Unit

Code

Imported unit title Origin

CHCFAM504C

CHCORG501B

CPPWMT3044A

HLTAID005

HLTAID003

PSPGOV602B

PSPPROC607A

Respond to and contain critical incidents

Facilitate workplace change and innovation

Identify wastes and hazards

Provide first aid in remote situation

Provide first aid

Establish and maintain strategic networks

Manage strategic contracts

CHC

CHC

CPP

HLT

HLT

PSP12

PSP12

PUA12

PUAWER001B

Identify, prevent and report potential workplace emergency situations

PUA12

PUAWER002B

Ensure workplace emergency prevention procedures, systems and processes are implemented

PUAWER003B

PUAWER004B

TAEASS301B

TAEDEL301A

TAEDEL401A

TAEDEL404A

Manage and monitor workplace emergency procedures, equipment and other resources

Respond to workplace emergencies

Contribute to assessment

Provide work skill instruction

Plan, organise and deliver group-based learning

Mentor in the workplace

PUA12

PUA

TAE10

TAE10

TAE10

TAE10

Training Packages:

 provide a consistent and reliable set of components for training

 enable nationally recognised qualifications to be awarded through direct assessment of workplace competencies

 encourage the development and delivery of flexible training that suits individual and industry requirements

 encourage learning and assessment in a work-related environment that leads to verifiable workplace outcomes.

They describe the skills and knowledge needed to perform effectively in the workplace.

They do not prescribe how someone should be trained.

More information about Training Packages can be found at: http://www.nssc.natese.gov.au/training_packages/tpdh/training_packages .

The BSB Business Services Training Package houses IBSA training products designed specifically for Leadership and Management and Work Health and Safety.

Over time IBSA will transition all Business Services qualifications and Skill Sets into this package as they are updated to meet the Standards for Training Packages.

11

Industry sectors covered

More information about Training Packages can be found at: http://www.nssc.natese.gov.au/training_packages/standards_and_policies/standards_f or_training_packages

This release of BSB Business Services Training Package contains qualifications and units of competency relevant to the Business Leadership and Management and Work

Health and Safety industries.

Who can train and assess against Training

Packages?

For the purpose of national recognition, training and assessment must be conducted by an RTO with the qualifications or specific units of competency on its scope of registration.

RTOs who want to deliver Nationally Accredited Training not on their scope of registration, will need to work in partnership with RTOs who do have the material on their scope of registration.

RTOs are responsible for ensuring training and assessment is conducted by appropriately qualified practitioners and complies with the relevant requirements.

Standards for NVR Registered Training Organisations: http://www.asqa.gov.au/aboutasqa/national-vet-regulation/vet-quality-framework.html or the NSSC website : http://www.nssc.natese.gov.au/ .

Assessors for all units of competency must satisfy NVR/AQTF assessor requirements.

Assessors for BSBWHS402A Assist with compliance with WHS laws must hold a WHS qualification or equivalent at Diploma level or higher.

In some cases RTOs may need to use team-based or collaborative approaches to bring together all the necessary skills and knowledge to train and assess the full range of skills within a program of vocational training.

12

Maintaining currency

Regulation and licensing implementation issues

Assessors have a responsibility to maintain currency in all areas of their own vocational competence.

Currency includes maintaining professional knowledge about the industry sector, including technologies and workplace practices. This may be achieved through:

 participation in relevant professional development activities

 participation in networks, communities of practice or mentoring activities

 personal development through reading of industry journals

 participating in formal (nationally endorsed or State/Territory accredited) and/or informal training or professional learning

 returning to work in industry.

Licensing, legislative and certification requirements that apply to specific industries and VET, vary across each State and Territory, and can regularly change. Contact the relevant State or Territory Department/s to check if licensing/registration requirements apply.

The terms Occupational Health and Safety (OHS) and Work Health and Safety

(WHS) are equivalent and generally either can be used in the workplace. In jurisdictions where the National Model WHS Legislation has not been implemented

RTOs are advised to contextualise the unit of competency by referring to the existing

State/Territory OHS legislative requirements.

Implementation information

Information on the key features of the Training

Package and the industry that will impact on the selection of training pathways

Pathways generally define a path or sequence of learning or experience that can be followed to attain competency. They also describe the way in which training and assessment is undertaken in an education or training program. They are not mandatory and may vary depending on the qualification or training program and the needs of the individual. All qualifications within the Training Package can be achieved by a variety of pathways and delivery methods, either on-the-job or through a combination of on- and off-the-job training and recognition processes.

Entry requirements are the knowledge, skills or experience required to enter a qualification. They may be expressed as units of competency or vocational experience or a combination of both and must be demonstrated prior to commencing the qualification.

Entry requirements to qualifications

BSB80214 Graduate Diploma in Strategic Leadership

Entry to this qualification is limited to those who:

Have completed a Diploma or Advanced Diploma qualification in related fields of study and 3 years equivalent full-time relevant workplace experience at a significant level of leadership and management responsibility and/or complexity in an enterprise. or

Have completed a Bachelor degree in related fields of study and 2 years equivalent full-time relevant workplace experience at a significant level of leadership and management responsibility and/or complexity in an enterprise. or

Five years equivalent full-time relevant workplace experience at a significant level of leadership and management responsibility and/or complexity in an enterprise.

BSB51314 Diploma of Work Health and Safety

This qualification has entry requirements of all core units from

13

Access and equity considerations

Foundation skills

BSB41414 Certificate IV in Work Health and Safety, or equivalent competencies.

Equivalent competencies are predecessors to the following units which have been mapped as equivalent. The units are:






BSBWHS403 Contribute to implementing and maintaining WHS consultation and participation processes










BSB60614 Advanced Diploma of Work Health and Safety

This qualifiction has entry requirements of all core units from

BSB51314 Diploma of Work Health and Safety or equivalent competencies.

Equivalent competencies are predecessors to the following units which have been mapped as equivalent. The units are:









BSBWHS504 Manage WHS risks



BSBWHS505 Investigate WHS incidents



BSBWHS506 Contribute to developing, implementing and maintaining

WHS management systems.

An individual’s access to the training and assessment process should not be adversely affected by restrictions placed on the location or context of assessment.

Good vocational education, training and assessment includes making adjustments to meet the learning and assessment needs of individuals. An open mind, common sense and tailoring training and assessment to individual circumstances should ensure individuals achieve the standards employers and RTOs expect.

An adjustment is any measure or action that a learner requires because of their disability, which has the effect of assisting the learner to access and participate in education and training on the same basis as learners without a disability. An adjustment is reasonable if it achieves this purpose while taking into account factor s such as the nature of the learner’s disability, the views of the learner, the potential effect of the adjustment on the learner and others, and the costs and benefits of making the adjustment.

Reasonable adjustments need only be that – reasonable. It is about identifying what adjustments might reasonably be made and how they may be put into place.

Assessment processes and techniques should be modified for distance-based learners, be culturally appropriate and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Where applicable, physical resources should include equipment modified for people with specific needs as well as assistance to support their participation in the assessment process.

In IBSA Training Packages foundation skills encompass the skills of reading, writing, oral communication, numeracy and learning described by the Australian

Core Skills Framework (ACSF), and the employability skills described by the Core

Skills for Work Framework (CSfW).

14

Advice on any

WHS implications in the industry

Resource and equipment list relevant to the

Training Package

Legal considerations for learners in the workplace/on placements

The Standards for Training Packages requires that foundation skills are identified in units of competency. There is no need to assess the foundation skills separately as they are an integrated part of the unit, and as such, should be considered as part of the performance and knowledge evidence requirements.

Where necessary, work health and safety (WHS) requirements have been incorporated in all IBSA Training Packages at a unit of competency level. They are either embedded within units of competency, or specific WHS units have been developed and included at the qualification level.

In jurisdictions where the National Model WHS Legislation has not been implemented RTOs are advised to contextualise the unit of competency by referring to the existing State/Territory Occupational Health and Safety (OHS) legislative requirements.

A range of resources that are essential for assessment across all qualifications in the Training Package have been identified below.

Details of specific resources, including equipment and materials essential for assessment are included under Assessment Conditions in the Assessment

Requirements.

Legal requirements that apply to specific industries and VET vary across each

State and Territory, and can regularly change. Contact the relevant State or

Territory Department/s to check if legal requirements apply.

Qualifications

What is the

Australian

Qualifications

Framework

(AQF)?

Qualification

Codes

The Australian Qualifications Framework (AQF) provides a comprehensive, nationally consistent framework for all qualifications in post-compulsory education and training in Australia. In the VET sector it assists national consistency for all trainees, learners, employers and providers by enabling national recognition of qualifications and Statements of Attainment.

For a full explanation of the AQF, see the AQF website: http://www.aqf.edu.au

Each qualification has a unique eight-character code:

 the first three characters identify the Training Package

 the first number identifies the qualification level

 the next two numbers identify a qualification’s position in the sequence of qualifications at that level

 the last two numbers identify the year in which the qualification was endorsed.

For example:

15

Explanation of the qualifications and the various industry sectors

Qualifications in the BSB Business Services Training Package develop the skills required by workers in leadership and management and in work health and safety

(WHS).

It covers people working in a range of roles in these industries. In leadership and management it includes those working as new and emerging leaders and managers as well as those currently working as leaders and management and those who enable strategy, culture and change across an enterprise.

In work health and safety it includes skilled operators who take on WHS responsibilities, those who provide WHS leadership and guidance, those who coordinate an organisation’s WHS and those who work as WHS practitioners.

Detail on qualifications and industry occupational outcomes

List of

Qualifications

The following section provides information on examples of occupational outcomes or roles for relevant qualifications. Job titles and roles vary between organisations and jurisdictions.

BSB42014 Certificate IV in Leadership and Management

 new and emerging leaders and managers in the workplace across a wide range of organisational and industry contexts

BSB51914 Diploma of Leadership and Management

 leadership and management practitioners responsible for the planning, implementation, support and performance of the work their own and of teams

BSB61014 Advanced Diploma of Leadership and Management

 leaders who enable strategy, culture and change across an enterprise

BSB80214 Graduate Diploma in Strategic Leadership

 leaders and managers responsible for strategy development at senior and executive management level

BSBSS00031 Team Leader Skill Set

 new and emerging leaders in the workplace

BSB30714 Certificate III in Work Health and Safety

 skilled operators who take on work health and safety responsibilities in addition to their main duties

BSB41414 Certificate IV in Work Health and Safety

 people working in a work health and safety role who may work provide leadership and guidance to others

BSB51314 Diploma of Work Health and Safety

 people who coordinate and maintain the work health and safety program in an organisation

BSB60614 Advanced Diploma of Work Health and Safety

 people who apply advanced practical knowledge to coordinate, facilitate and maintain the work health and safety program

Qualifications in BSB Business Services Training Package Version 1

Code

BSB42014

Title

Certificate IV in Leadership and Management

16

Qualifications

Options

Australian

Apprenticeships in the BSB

Business

Services Industry

BSB51914

BSB61014

BSB80214

BSB30714

BSB41414

BSB51314

BSB60614

Diploma of Leadership and Management

Advanced Diploma of Leadership and Management

Graduate Diploma in Strategic Leadership

Certificate III in Work Health and Safety

Certificate IV in Work Health and Safety

Diploma of Work Health and Safety

Advanced Diploma of Work Health and Safety

The qualifications include elective units that should be selected according to the learning and pathway needs of the learner. The choice of elective units is generally negotiated between the learner and/or employer and the RTO conducting the training program.

Electives can be selected from within the Training Package, from other Training

Packages and from accredited courses.

IBSA recommends that elective units should be used to provide a vocational focus for the qualification and they must be relevant to the:

 qualification level

 job role

 work outcomes

 local industry needs.

The Australian Apprenticeships website offers information about traineeships and apprenticeships and includes a link to the State and Territory Training Authority

(STA) that monitors provision. Visit www.australianapprenticeships.gov.au for more information.

What is VET in schools?

VET in schools (VETiS) provides for nationally recognised VET undertaken as part of a senior secondary certificate based on industry standards.

Successful completion of a VETiS program enables students to gain a nationallyrecognised AQF qualification, usually at the same time as their school-based qualification.

VETiS programs are packaged and delivered in a variety of ways across Australia.

There are three main types of delivery arrangements for VETiS programs:

 schools can be an RTO in their own right

 school sectoral bodies (such as Boards of Studies or regional offices) can hold RTO status on behalf of a group of schools

 schools can work together in partnership with an RTO.

In some State and Territory school systems, students who work part-time in an appropriate workplace may use this to fulfil work placement requirements. Virtual or simulated work placements may also be legitimate.

Skill Sets

Skill Sets introduction

List of Skill Sets

Skill Sets are defined as single units of competency, or combinations of units of competency, from an endorsed Training Package/s that link to a licensing or regulatory requirement, or a defined industry need.

Skill Sets in BSB Business Services Training Package Version 1

Code Title

BSBSS00031 Team Leader Skill Set

17

Competency Standards

What is competency?

Units of

Competency in the BSB Business

Services Training

Package – introduction

Unit of competency codes

The broad concept of industry competency is the ability to perform particular tasks and duties to the standard of performance expected in the workplace. Competency covers all aspects of workplace performance and involves:

 performing individual tasks

 managing a range of different tasks

 responding to contingencies or breakdowns

 dealing with the responsibilities of the workplace, including working with others.

Workplace competency is the ability to apply relevant skills and knowledge consistently over time and in the required workplace situations and environments.

Competency standards are determined by industry to meet industry skill needs and focus on what is expected of a competent individual in the workplace.

Units of competency are the nationally agreed statements of the skills and knowledge required for effective performance in the workplace. They describe work outcomes as agreed by industry. As such, they do not describe how to perform a particular role, but rather, identify the skills and knowledge, as outcomes, that contribute to the whole job function.

Each unit of competency describes a specific work activity, range of conditions under which the activity is conducted and the language, literacy, numeracy and

Employability Skills/Core Skills for Work that are essential to performance.

Units of competency are not aligned to levels within the Australian AQF. This principle is particularly important because units of competency can be included across a range of qualification levels. However, the qualification in which a unit is first packaged in a Training Package is indicated in the unit code.

Each unit of competency has a unique code, which is assigned when the Training

Package is endorsed, or when new units of competency are added to an endorsed

Training Package:

 the first three characters identify the Training Package

 the next two/three characters indicate the competency stream or group

 the first number indicates the AQF qualification in which the unit is first packaged

 the next two numbers identify a unit’s position in the sequence of units in that competency stream or group.

Contextualisation of units of

RTOs may contextualise units of competency to reflect local skill needs.

Contextualisation could involve additions or amendments to the unit of competency

18

competency by

RTOs

Units of



Package to suit particular delivery methods, learner profiles, or specific enterprise requirements. Any contextualisation must ensure the integrity of the outcome of the unit of competency is maintained.

Industry requirements, as described in training or job specifications, can be used to contextualise a unit of competency.

Units of Competency in BSB Business Services Training Package Version 1

Code Title

BSBADM409 Coordinate business resources

BSBADM502

BSBCCO601

BSBCCO602

BSBCCO603

BSBCCO604

Manage meetings

Optimise customer contact operations

Manage customer contact information

Design and launch new customer contact facilities

Develop and maintain a service level strategy

BSBCCO605

BSBCCO606

Develop and maintain a customer contact marketing strategy

Forecast and plan using customer contact traffic information

BSBCCO607

BSBCCO608 analysis

Manage customer contact centre staffing

Manage customer contact operational costs

BSBCMM201 Communicate in the workplace

BSBCMM401 Make a presentation

BSBCOM406 Conduct work within a compliance framework

BSBCOM503 Develop processes for the management of breaches in compliance

BSBCOM603 Plan and establish compliance management systems

BSBCRT401 Articulate, present and debate ideas

BSBCUS401

BSBCUS402

Coordinate implementation of customer service strategies

Address customer needs

BSBCUS403

BSBCUS501

BSBDIV301

BSBDIV601

Implement customer service standards

Manage quality customer service

Work effectively with diversity

Develop and implement diversity policy

BSBFIA402

BSBFIM501

BSBFIM601

BSBFLM303

Report on financial activity

Manage budgets and financial plans

Manage finances

Contribute to effective workplace relationships

BSBFRA502 Manage a franchise operation

BSBHRM405 Support the recruitment, selection and induction staff

BSBHRM509 Manage rehabilitation or return to work programs

BSBHRM511 Manage expatriate staff

BSBHRM512 Develop and manage performance management processes

BSBHRM513 Manage workforce planning

BSBHRM602 Manage human resources strategic planning

BSBHRM604 Manage employee relations

BSBINM301 Organise workplace information

BSBINM401 Implement workplace information system

BSBINM501

BSBINM601

BSBINN201

BSBINN301

BSBINN501

BSBINN502

BSBINN601

Manage an information or knowledge management system

Manage knowledge and information

Contribute to workplace innovation

Promote innovation in a team environment

Establish systems that support innovation

Build and sustain an innovative work environment

Lead and manage organisational change

BSBINT401

BSBIPR401

BSBIPR403

BSBIPR501

BSBIPR601

BSBLDR401

BSBLDR402

BSBLDR403

BSBLDR404

Research international business opportunities

Use and respect copyright

Protect and use brands and business identity

Manage intellectual property to protect and grow business

Develop and implement strategies for intellectual property management

Communicate effectively as a workplace leader

Lead effective workplace relationships

Lead team effectiveness

Lead a diverse workforce

19

BSBLDR501

BSBLDR502

BSBLDR503

BSBLDR504

BSBLDR801

BSBLDR802

BSBLDR803

BSBLDR804

BSBLDR805

BSBLDR806

BSBLED401

BSBLED501

BSBMGT401

BSBMGT402

BSBMGT403

BSBMGT404

BSBMGT407

BSBMGT502

BSBMGT516

BSBMGT517

BSBMGT518

BSBMGT519

BSBMGT520

BSBMGT521

BSBMGT605

BSBMGT608

BSBMGT615

BSBMGT616

Develop and use emotional intelligence

Lead and manage effective workplace relationships

Communicate with influence

Manage diversity in the workplace

Lead personal and strategic transformation

Lead the strategic planning process for an enterprise

Develop and cultivate collaborative partnerships and relationships

Influence and shape diversity management

Lead and influence change

Lead and influence ethical practice

Develop teams and individuals

Develop a workplace learning environment

Show leadership in the workplace

Implement operational plan

Implement continuous improvement

Lead and facilitate off-site staff

Apply digital solutions to work processes

Manage people performance

Facilitate continuous improvement

Manage operational plan

Develop organisation policy

Incorporate digital solutions into plans and practices

Plan and manage the flexible workforce

Plan, implement and review a quality assurance program

Provide leadership across the organisation

Manage innovation and continuous improvement

Contribute to organisation development

Develop and implement strategic plans

BSBMGT617

BSBMGT619

BSBMGT621

BSBMGT622

BSBMGT623

Develop and implement a business plan

Identify and implement business innovation

Design and manage the enterprise quality management system

Manage resources

Monitor corporate governance activities

BSBMGT624

BSBMGT801

Practice corporate social responsibility

Direct the development of a knowledge management strategy for a business

Lead design and review of enterprise systems BSBMGT802

BSBMGT803 Use financial and economic information for strategic decision making

BSBMKG413 Promote products and services

BSBMKG507 Interpret market trends and developments

BSBMKG512 Forecast international market and business needs

BSBMKG609 Develop a marketing plan

BSBPMG522 Undertake project work

BSBREL402 Build client relationships and business networks

BSBREL502

BSBRES401

BSBRES801

BSBRKG601

Build international business networks

Analyse and present research information

Initiate and lead applied research

Define recordkeeping framework

BSBRSK401

BSBRSK501

BSBSLS501

Identify risk and apply risk management processes

Manage risk

Develop a sales plan

BSBSLS502

BSBSUS301

Lead and manage a sales team

Implement and monitor environmentally sustainable work practices

BSBSUS501 Develop workplace policy and procedures for sustainability

BSBWHS201 Contribute to health and safety of self and others

BSBWHS301 Maintain workplace safety

BSBWHS302 Apply knowledge of WHS legislation in the workplace

BSBWHS303 Participate in WHS hazard identification, risk assessment and risk control

BSBWHS304 Participate effectively in WHS communication and consultation processes

BSBWHS305 Contribute to WHS issue resolution

20

Imported Units of

Competency – table of units

BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements


BSBWHS403 Contribute to implementing and maintaining WHS consultation and participation processes




BSBWHS407 Assist with claims management, rehabilitation and return-to-work programs

BSBWHS408 Assist with effective WHS management of contractors

BSBWHS409 Assist with workplace monitoring processes

BSBWHS410 Contribute to work-related health and safety measures and initiatives

BSBWHS501 Ensure a safe workplace



BSBWHS504 Manage WHS risks

BSBWHS505 Investigate WHS incidents

BSBWHS506 Contribute to developing, implementing and maintaining WHS management systems

BSBWHS507 Contribute to managing WHS information systems

BSBWHS508 Manage WHS hazards associated with plant

BSBWHS509 Facilitate the development and use of risk-management tools

BSBWHS510 Contribute to implementing emergency procedures

BSBWHS601 Apply legislative frameworks for WHS

BSBWHS602 Facilitate WHS activities

BSBWHS603 Implement WHS risk management

BSBWHS604 Evaluate the WHS performance of organisations

BSBWHS605 Develop, implement and maintain WHS management systems

BSBWHS606 Conduct a WHS audit

BSBWHS607 Apply ergonomics to manage WHS risks

BSBWHS608 Assist with applying occupational hygiene to manage WHS risks

BSBWHS609 Advise on the application of safe design principles to control WHS risks

BSBWOR301 Organise personal work priorities and development

BSBWOR404 Develop work priorities

BSBWOR501 Manage personal work priorities and professional development

BSBWOR502 Lead and manage team effectiveness

BSBWRK510 Manage employee relations

BSBWRT301 Write simple documents

BSBWRT401 Write complex documents

A range of units of competency have been imported into the BSB Business

Services Training Package to provide greater flexibility, choice and transferability of skills within the industry.

Imported Units of Competency in BSB Business Services Training Package

Version 1

Code Title Origin

CHCFAM504C Respond to and contain critical incidents CHC

CHCORG501B Facilitate workplace change and innovation

CPPWMT3044A Identify wastes and hazards

HLTAID005

HLTAID003

Provide first aid in remote situation

Provide first aid

PSPGOV602B Establish and maintain strategic networks

PSPPROC607A Manage strategic contracts

CHC

CPP

HLT

HLT

PSP12

PSP12

21

PUAWER001B Identify, prevent and report potential workplace emergency situations

PUAWER002B Ensure workplace emergency prevention procedures, systems and processes are implemented

PUAWER003B Manage and monitor workplace emergency procedures, equipment and other resources

PUAWER004B Respond to workplace emergencies

TAEASS301B

TAEDEL301A

Contribute to assessment

Provide work skill instruction

TAEDEL401A

TAEDEL404A

Plan, organise and deliver group-based learning

Mentor in the workplace

PUA12

PUA12

PUA12

PUA

TAE10

TAE10

TAE10

TAE10

Units of



Package with prerequisites

There are no pre-requisite Units of Competency in BSB Business Services

Training Package Version 1.

Contacts and Links

Links to other

Companion

Volumes/Training

Package information

All IBSA Companion Volumes can be found on the IBSA Website: http://www.ibsa.org.au

Innovation and

Business Skills

Australia

General

State and

Territory Training

Authority

Level 11, 176 Wellington Parade

East Melbourne Vic 3002

Tel: 03 9815 7000

Fax: 03 9815 7001

Web: www.ibsa.org.au

Email: reception@ibsa.org.au

Australian Qualifications Framework: Second edition, January 2013 http://www.aqf.edu.au/

TGA website, Training Packages, http://www.training.gov.au/

Industry Skills Councils http://www.isc.org.au

Department of Industry http://www.innovation.gov.au

Australian Skills Quality Authority (ASQA) http://www.asqa.gov.au

Australian Capital Territory http://www.det.act.gov.au/home

New South Wales https://www.det.nsw.edu.au/

Northern Territory http://www.det.nt.gov.au/

22

Traineeships and

Apprenticeships

Queensland http://training.qld.gov.au/

South Australia http://www.dfeest.sa.gov.au/

Tasmania http://www.education.tas.gov.au/

Victoria http://www.vrqa.vic.gov.au/

Western Australia http://www.dtwd.wa.gov.au

The Australian Apprenticeships site (www.australianapprenticeships.gov.au) offers information about traineeships and apprenticeships and includes links to State and

Territory Training Authorities (STAs) that monitor provision.

23

Units of Competency in BSB Business Services Training Package

Implementation Guide for BSB Business Services Training Package

Introduction

Implementation information

BSB80214 Graduate Diploma in Strategic Leadership

BSB51314 Diploma of Work Health and Safety

BSB60614 Advanced Diploma of Work Health and Safety

Qualifications

Skill Sets

Competency Standards

Contacts and Links

Related documents

Products

Support

Units of Competency in BSB Business Services Training Package

Implementation Guide for BSB Business Services Training Package

Introduction

Implementation information

BSB80214 Graduate Diploma in Strategic Leadership

BSB51314 Diploma of Work Health and Safety

BSB60614 Advanced Diploma of Work Health and Safety

Qualifications

Skill Sets

Competency Standards

Contacts and Links

Related documents

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