BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSB40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Assessment Kit
Page 1 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
Table of Contents
About this RPL Kit
Page 3
The Certificate IV in Frontline Mgt qualification
Page 4
The RPL process
Page 5
Gathering evidence
Page 6
Submitting the evidence
Page 8
Summary of Evidence (Matrix)
Page 10
Evidence Planner
Page 12
Page 2 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
1. About this RPL Kit
This kit is designed to help you compile evidence through a recognition process to
achieve this qualification. This is a formal process that is based on a portfolio of
evidence submitted by you, the student.
You are going to work through the requirements of the qualification and gather:


Evidence of prior training and qualifications Recognition of Prior Learning (RPL)


Evidence of current competence Recognition of Current Competence (RCC)
This is an “assessment only”pathway
This is an “assessment only” pathway based on designed for candidates with relevant
qualifications and/or business experience. You may be eligible for some but not all of the
units that make up the qualification. So it is possible you are mixing the recognition process
with some formal learning (components of a course).
Quality portfolio preparation takes time
We appreciate that evidence gathering and portfolio preparation takes some time. It is
in your best interest to start planning, organising and get the process under way as
quickly as possible.
Planning, organisation and presentation are important
This kit provides planning tools that guide the evidence gathering. Use these tools and
tables to build up your planned evidence. Here are some tips to putting your portfolio
together:
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Look for evidence that meets the requirements for multiple units of
competency 
If you can demonstrate evidence that covers several units of competency, it will
minimize time spent searching for and compiling multiple forms of evidence for
each unit.

Authenticity 
You need supporting evidence to authenticate that the products and processes
you are submitting are indeed your work. Third party letters or references may
be requested to support your portfolio.

Recent evidence is preferred 
The assessor is looking for currency of competence so use recent projects as
evidence. As a rule of thumb, evidence from the last two years is preferable and
do not go back more than five years. This should be discussed with the
assessor. Your academic training and qualifications may go back further than
five years to demonstrate knowledge of vocational education and training.

Label the evidence 
Complete the cover page, evidence summary matrix, provide an index and label
the evidence. The assessor will not proceed unless the cover page and summary
are submitted and the evidence is organised and labelled.

Page 3 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
2. Course Structure
BSB40812 Certificate IV in Frontline Management
BSBMGT401A
Show leadership in the workplace
BSBMGT402A
Implement operational plan
BSBWHS401A
Implement and monitor WHS policies, procedures and programs to
meet legislative requirements
BSBMGT403A
Implement continuous improvement
BSBMGT404A
Lead and facilitate off site staff
BSBWOR402A
Promote team effectiveness
BSBREL401A
Establish networks
BSBREL402A
Build client relationships and business networks
BSBADM409A
Coordinate business resources
BSBLED401A
Develop teams and individuals
Page 4 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
3. The RPL Process
STAGE 1
1. Enquiry-call Open Training Institute on +61 (03)86282500
2. Enrolment and payment of fees
STAGE 2
1. Access RPL Kit online via My Study Centre
STAGE 3
1. Read RPL Kit thoroughly
Support Available from your
Assessor on +61 (03)86282500
2. Commence compiling your Portfolio
STAGE 4
1. Upload Evidence Planner, Summary of Evidence and your
supporting documents.
2. Portfolio assessed
DEEMED COMPETENT
(COMPLETE AND SUFFICIENT)
1. Conversation with Assessor for validity.
2. Assessor signs off
DEEMED NOT YET COMPETENT
(INCOMPLETE OR INSUFFICIENT)
1. Assessor will provide feedback and request
additional evidence or information on supporting
documents provided.
2. You submit additional evidence/information.
QUALIFICATION OR STATEMENT OF
ATTAINMENT ISSUED
Page 5 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
4. Gathering Evidence
Contact with the Assessor
If required, you can contact the Assessor by calling student services on (03) 8628 2500
to assist the evidence gathering process.
The Assessor can help to:
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interpret the units of competency 
advise on matching evidence to the competencies 
clarify ways to organise the portfolio 
clarify the underpinning knowledge and skills required 
identify ways to fill gaps in experience and learning 
What will the Assessor be looking for in the assessment of the portfolio?
The Assessor will take an integrated and holistic approach to assessment and is looking
for:

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evidence of the specific evidence requirements for each unit of competency 
evidence of valid, current products that align to the units of competency, the
performance criteria and evidence guide which can be authenticated as the work
of the candidate 
evidence of valid, current processes that aligns to the units of competency, the
performance criteria and evidence guide which can be authenticated as the work
of the candidate 
evidence of the application of required skills and key competencies/employability
skills 
What if I don’t achieve all competencies by the end of the portfolio appraisal?
On submission of your portfolio, you will receive feedback from the Assessor. If there
are gaps in evidence or a question arising from the quality of the evidence, authenticity
or currency you will be contacted and given the opportunity to resubmit further
evidence. You will have an agreed time from when you enrolled in the RPL process to
complete all assessments with reasonable adjustments depending on your
circumstances.
The Assessor will sign off on the units of competency that have been achieved and the
Statements of Attainment indicating partial completion or the full qualification will be
issued.
What sort of evidence should you provide?
The Assessor is looking for specific evidence across the units of competency.
The evidence will be made up of:
1. Products –that have been developed, documented and used by you.
2. Processes –evidence that shows “how” you do what performed tasks, conducted
research or applied required knowledge and skills
3. Required knowledge and required skills –that demonstrate your
understanding of theory, legislation, and the principles of business.
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BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
Rules of Evidence
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Currency – relates to the age of collected evidence. Competency requires
demonstration of current performance – therefore the evidence collected must
be current/very recent. Try to find evidence which shows that you can perform
the competency now. If all your evidence is 5 to 10 years in the past and you
have not been active in recent years then currency of skills and knowledge is
questioned. 

Validity –is when the process assesses what it claims to assess. Try to ensure
that the evidence relates clearly and directly to the elements and performance
criteria in each unit of competency. Check the overview of evidence and the
specific evidence requirements if you are not sure if the products and processes
are appropriate. 

Sufficiency –relates to the amount of evidence collected. The collection of
sufficient evidence is necessary to ensure all aspects of the competency have
been captured and to satisfy the need for repeatable performance.
Supplementary sources of evidence may be necessary. Try to present enough
evidence, not too much, not too little across the units of competency. The
specific evidence requirements in each unit will indicate the minimum amount of
evidence that must be submitted.

Authenticity –relates to ensuring the evidence is from the candidate and not
another person. The assessor needs to be satisfied the own work. Do not make
things up and do not say that work done by someone else is yours. Provide
evidence that the work is yours through third party letters of authentication or
statutory declarations. 
Range –Try to collect a number of pieces of evidence that cover a range of
contexts, locations and the times you have demonstrated the competencies. 
These explanations have been adapted from the TAA04 Training and Assessment
Training Package Glossary of Terms ©ANTA 2004
Examples of Evidence
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Curriculum Vitae and authenticated work history 
Qualifications (E.g- Vocational, Higher Education), Certificates of Attendance
(Training Seminars) or Training records 
Products, Processes and examples of work (E.g- Strategic/Business/Marketing
Plans, Procedures, Job Descriptions, Performance Appraisals, Coaching logs) 
Third party reports from verified and appropriate people, preferably from the workplace 
Work records that support your evidence (E.g- project files, emails, meeting
notes, diaries) 
Reports, Assignments 
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BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
Putting the portfolio of evidence together
Step 1: Start preparing the Summary of Evidence Matrix
The matrix is an overview of your portfolio. Keep building this table as you
continue evidence gathering. The Summary of Evidence Matrix must be submitted
with the portfolio.
Step 2: Start to fill in the Evidence Planner table–by unit of competency.
Fill in the Evidence Planner table listing your evidence and explaining how it aligns
to each units of competency that it addresses. Remember, some evidence will
address more than one unit of competency. The Evidence Planner explanation will
give the Assessor a better understanding of how the documents you submit meet
the requirements of the unit and your understanding of the required knowledge
and skills across the qualification.
Read the units in detail this time clarifying your potential evidence against: the
elements, required skills/knowledge and performance criteria. Check the range of
variables to clarify the language and terms and the application of performance
criteria in your own work context.
Step 3: Review and finalise your evidence
You should now have your evidence organised and be able to see areas where the
evidence might be weak. Organise the verification and third party letters. The
Assessor will prefer to see letters on company stationery. Emails are not
acceptable. The declaration forms in this kit can also be used.
Step 4: Compile the portfolio
Check the labels and organise the evidence. Do not send originals of qualifications;
get copies certified as a true copy.
 Finalise the certified Summary of Evidence table with the explanations of

your evidence in your own words.
Finalise the Evidence Planner Matrix –the ‘at a glance” summary pa the top of your
portfolio.
Open Training Institute will accept photocopies certified by anyone who is currently
employed as:
 an accountant (they must be a member of the Institute of Chartered
Accountants in Australia, the Australian Society of Certified Practising
Accountants, or the National Institute of Accountants, or the Association of
Taxation and Management Accountants or Registered Tax Agents).
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BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

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a
a
a
a
a
a
a
a
a
a
bank manager, but not a manager of a bank travel centre
barrister, solicitor or patent attorney
credit union branch manager
commissioner for declaration
Justice of the Peace
medical practitioner (doctor)
police officer in charge of a police station, or of the rank of sergeant and above
postal manager
pharmacist
principal of an Australian secondary college, high school or primary school
Step 5: Submit the portfolio
Presentation of your portfolio is important. RPL applications should be uploaded via
My Study Centre.
Copies of all parts of the applications must be retained by the applicant.
Page 9 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
6. Summary of Evidence (Matrix)
The following matrix is completed as an example. Please use the matrix provided in the following page
Evidence
Resume
BSBDIV301A
BSBSUS301A
BSBCUS301B
BSBITU301A
BSBWRT301A
BSBFLM306C
BSBINM301A
X
X
X
Certificates
Letter from
Supervisor
BSBWHS302A
X
BSBINN301A
BSBFLM309C
X
X
X
X
BSBINM302A
X
Page 10 of 32
X
X
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
Certificate IV in Frontline Management- Summary of Evidence
Matrix
Use this summary to build a picture of your evidence across the units of competency in the Certificate IV in Frontline
Management
Evidence
BSBMGT401A
BSBMGT402A
BSBWHS401A
BSBMGT403A
BSBMGT404A
BSBWOR402A
Page 11 of 32
BSBREL401A
BSBREL402A
BSBADM409A
BSBLED401A
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
Certificate IV in Frontline Management-Evidence Planner
Use these summary tables to gather evidence that addresses the details in units of competency.
BSBADM409A Coordinate business resources
Element
Determine resource requirements
Acquire and allocate resources
Monitor and report on resource
usage
Performance Criteria
Evidence Provided
Determine resource requirements in accordance with business and
operational plans, and organisational requirements
Provide opportunities to individuals and workgroups to contribute to the
identification of resource requirements
Ensure resource expenditure is realistic and makes efficient use of
available budget resources
Present recommendations on resource requirements in the required
format, style and structure using relevant business equipment and
technology
Acquire physical resources and services in accordance with organisational
requirements
Check resources to ensure quality and quantity, in line with service
agreements
Allocate resources promptly to enable achievement of workgroup
objectives
Ensure consultation with individuals and teams on allocation of resources
is participative and is conducted using appropriate interpersonal skills
Measure effectiveness of resource planning, and assess against
actual costs, identified shortfalls and surpluses
Develop and implement methods of monitoring resource use to enable
timely and accurate reporting against business and operational plans
Identify improvements in resource planning through consultation and
feedback, and implement in accordance with organisational requirements
Maintain records concerning equipment and resource purchases, in
accordance with organisational requirements
Page 12 of 32
Internal Use Only
Satisfactory
Yes
No
Critical Aspects
of Assessment
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

monitoring resource usage to determine resource needs

maintaining records of resource requirements

calculating costs and expenditures in relation to use and
maintenance of business resources
knowledge of relevant legislation


communication skills to request advice, to receive feedback and to
work with a team
literacy skills to draft complex reports and to display logical
information on resource usage
numeracy skills to interpret, compare and calculate resource
usage costs
planning skills to schedule and track resource use and availability
common equipment faults

functions of a range of business equipment

key provisions of relevant legislation from all forms of government
that may affect aspects of business operations, such as:
anti-discrimination legislation
ethical principles
codes of practice
privacy laws
environmental issues
occupational health and safety (OHS)
organisational policies, plans and procedures
Skills
Required
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
Knowledge
Required
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record management processes and techniques related to
maintenance schedules
Page 13 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBLED401A Develop teams and individuals
Element
Determine development needs
Develop individuals and teams
Monitor and evaluate workplace
learning
Performance Criteria
Evidence Provided
Systematically identify and implement learning and development needs in
line with organisational requirements
Ensure that a learning plan to meet individual and group training and
development needs is collaboratively developed, agreed to and
implemented
Encourage individuals to self-evaluate performance and identify areas for
improvement
Collect feedback on performance of team members from relevant sources
and compare with established team learning needs
Identify learning and development program goals and objectives, ensuring
a match to the specific knowledge and skill requirements of competency
standards relevant to the industry
Ensure that learning delivery methods are appropriate to the learning
goals, the learning style of participants, and availability of equipment and
resources
Provide workplace learning opportunities, and coaching and mentoring
assistance to facilitate individual and team achievement of competencies
Create development opportunities that incorporates a range of activities
and support materials appropriate to the achievement of identified
competencies
Identify and approve resources and time lines required for learning
activities in accordance with organisational requirements
Use feedback from individuals or teams to identify and implement
improvements in future learning arrangements
Assess and record outcomes and performance of individuals/teams to
determine the effectiveness of development programs and the extent of
additional development support
Negotiate modifications to learning plans to improve the efficiency and
effectiveness of learning
Document and maintain records and reports of competency according to
organisational requirements
Page 14 of 32
Internal Use Only
Satisfactory
Yes
No
Critical
Aspects of
Assessment
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

giving and receiving feedback from team members to encourage
participation in and effectiveness of team
 creating learning plans to match skill needs

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knowledge of relevant legislation

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communication skills to receive and report on feedback, to maintain
effective relationships and to manage conflict
culturally appropriate communication skills to relate to people from
diverse backgrounds and people with diverse abilities
leadership skills to gain trust and confidence of clients and colleagues
literacy skills to read, write and understand a variety of texts; and to
edit and proofread documents to ensure clarity of meaning,
accuracy and consistency of information
negotiation skills to achieve mutually acceptable outcomes
technology skills to support effective communication and
presentation.
key provisions of relevant legislation from all levels of government
that may affect aspects of business operations, such as:
anti-discrimination legislation
ethical principles
codes of practice
privacy laws
occupational health and safety (OHS)
facilitation techniques to encourage team development and
improvement
organisational policies, plans and procedures

career paths and competency standards relevant to the industry
Skills
Required
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Knowledge

Required
identifying and implementing learning opportunities for others
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Page 15 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBMGT401A Show leadership in the workplace
Element
Performance Criteria
Evidence Provided
Internal Use Only
Satisfactory
Yes
Model high standards of
management performance and
behaviour
Enhance organisation's image
Make informed decisions
Ensure management performance and behaviour meets the organisation's
requirements
Ensure management performance and behaviour serves as a positive role
model for others
Develop and implement performance plans in accordance with
organisation's goals and objectives
Establish and use key performance indicators to meet organisation's goals
and objectives
Use organisation's standards and values in conducting business
Question, through established communication channels, standards and
values considered to be damaging to the organisation
Ensure personal performance contributes to developing an organisation
which has integrity and credibility
Gather and organise information relevant to the issue/s under consideration
Facilitate individuals and teams active participation in decision making
processes
Examine options and assess associated risks to determine preferred
course/s of action
Ensure decisions are timely and communicate them clearly to individuals
and teams
Prepare plans to implement decisions and ensure they are agreed by
relevant individuals and teams
Use feedback processes effectively to monitor the implementation and
impact of decisions
Page 16 of 32
No
Critical Aspects of
Assessment
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

articulation of organisational values and expectations of behaviour
instances where leadership and decision making have been
demonstrated and which have led to positive changes in the
workplace
 knowledge of leadership styles and concepts.

communication and presentation skills to represent the organisation,
to explain its work to others and to model professionalism
 decision making skills to demonstrate good judgement and follow
through
Skills
Required
Knowledge
Required


basic theory of group behaviour

leadership styles and concepts
Page 17 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBMGT402A Implement operational plan
Element
Implement operational plan
Implement resource acquisition
Monitor operational performance
Performance Criteria
Evidence Provided
Collate, analyse and organise details of resource requirements in
consultation with relevant personnel, colleagues and specialist resource
managers
Implement operational plans to contribute to the achievement of
organisation's performance/business plan
Identify and use key performance indicators (KPIs) to monitor operational
performance
Undertake contingency planning and consultation processes
Provide assistance in the development and presentation of proposals for
resource requirements in line with operational planning processes
Recruit and induct employees within organisation's policies, practices and
procedures
Implement plans for acquisition of physical resources and services within
organisation's policies, practices and procedures and in consultation with
relevant personnel
Monitor performance systems and processes to assess progress in
achieving profit/productivity plans and targets
Analyse and use budget and actual financial information to monitor
profit/productivity performance
Identify unsatisfactory performance and take prompt action to rectify the
situation according to organisational policies
Provide mentoring, coaching and supervision to support individuals and
teams to use resources effectively, economically and safely
Present recommendations for variation to operational plans to the
designated persons/groups and gain approval
Implement systems, procedures and records associated with performance
in accordance with organisation's requirements
Page 18 of 32
Internal Use Only
Satisfactory
Yes
No
Required Critical Aspects of
Assessment
Skills
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
ability to monitor and adjust operational performance, produce shortterm plans for the department or section, plan and acquire
resources, and provide reports on performance as required
 knowledge of principles and techniques associated with monitoring
and implementing operations and procedures

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
Knowledge
Required
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
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


coaching and mentoring skills to provide support to colleagues
literacy skills to access and use workplace information, and to
prepare reports
planning and organising skills to monitor performance and to
sequence work of self and others to achieve planned outcomes.
principles and techniques associated with:
contingency planning
methods for monitoring and reporting on performance
monitoring and implementing operations and procedures
problem identification and methods of resolution
relevant budgeting and financial analysis, interpretation and reporting
requirements
resource management systems at the tactical implementation level
resource planning and acquisition
tactical risk analysis including identification and reporting
requirements
Page 19 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBMGT403A Implement continuous improvement
Element
Performance Criteria
Evidence Provided
Internal Use Only
Satisfactory
Yes
Implement continuous
improvement systems and
processes
Monitor and review performance
Provide opportunities for further
improvement
Implement systems to ensure that individuals and teams are actively
encouraged and supported to participate in decision making processes,
assume responsibility and exercise initiative
Communicate the organisation's continuous improvement processes to
individuals and teams, and obtain feedback
Ensure effective mentoring and coaching allows individuals and teams to
implement the organisation's continuous improvement processes
Use the organisation's systems and technology to monitor and review
progress and to identify ways in which planning and operations could be
improved
Improve customer service through continuous improvement techniques and
processes
Formulate and communicate recommendations for adjustments to those
who have a role in their development and implementation
Implement processes to ensure that team members are informed of
savings and productivity/service improvements in achieving the business
plan
Document work performance to aid the identification of further
opportunities for improvement
Manage records, reports and recommendations for improvement within the
organisation's systems and processes
Page 20 of 32
No
Required
Knowledge
Required
Skills
Critical Aspects of
Assessment
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
taking active steps to implement, monitor and adjust plans, processes
and procedures to improve performance
 supporting others to implement the continuous improvement
system/processes, and to identify and report opportunities for
further improvement
 knowledge of principles and techniques associated with continuous
improvement systems and processes

communication skills to:
coach and mentor team members
gain the commitment of individuals and teams to continuously
improve
 innovation skills to design better ways of performing work
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

principles and techniques associated with:
benchmarking
best practice
change management
continuous improvement systems and processes
quality systems.
Page 21 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBMGT404A Lead and facilitate off site staff
Element
Facilitate off site work outcomes
Support off site staff
Manage off site staff performance
Performance Criteria
Evidence Provided
Clarify roles and responsibilities of off-site work supervisors with
management and off-site staff
Provide leadership and direction to off-site staff to foster independent selfmanaged work practices that address agreed outcomes in terms of quality
and milestones
Ensure that work objectives for off-site staff are linked to measurable
targets and include agreed timeframes
Use participative, transparent decision making to review work allocation
responsibilities of off-site staff and related on-site staff
Provide guidance to off-site staff to establish and maintain a supportive
working environment in accordance with legal and organisational
requirements
Assign key personnel/mentors to support off-site staff and to provide a link
between off-site staff and the organisation
Establish and maintain effective working relations between on-site staff
and off-site staff through regular meetings and other occasions used to
build organisational culture and values
Plan and conduct regular meetings to determine individual progress,
identify needs, clarify and solve issues, and provide networking
opportunities
Evaluate performance against agreed goals and targets, and address in
accordance with organisational policy and practice
Address problems in work performance through constructive solutions
identified with off-site staff
Ensure evidence relating to performance is valid, documented and
evaluated to identify learning and development requirements
Page 22 of 32
Internal Use Only
Satisfactory
Yes
No
Critical
Aspects of
Assessmen
t
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

methods for providing feedback and adapting the performance
management system so that work outcomes are met
 knowledge of legal and ethical requirements for e-work


communication skills to negotiate and manage conflict and to manage
performance
computer skills to undertake online communication
literacy skills to interpret requirements and to document performance
management outcomes
numeracy skills to determine time lines and milestones
e-work policy and practices

legal and ethical requirements for e-work

occupational health and safety

relationship management
Skills
Required




Required
Knowledge
strategies to facilitate work and provide support for off-site staff
Page 23 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBREL401A Establish networks
Element
Develop and maintain business
networks
Establish and maintain business
relationships
Promote the relationship
Performance Criteria
Evidence Provided
Use appropriate network strategies to establish and maintain relationships
that promote the development of business opportunities
Identify and pursue network opportunities to maximise a range of contacts
Communicate information regarding new networks to inform individuals,
colleagues and clients of potential benefits
Participate in professional networks and associations to obtain and
maintain personal knowledge and skills
Develop and maintain relationships to promote benefits consistent with
organisational/client requirements
Gain and maintain trust and confidence of contacts through demonstration
of high standards of business practices
Use a high level of negotiation skills to encourage positive outcomes
Identify difficult situations and negotiate solutions using collaborative
problem-solving techniques
Seek specialist advice in the development of contacts where appropriate
Develop strategies to represent and promote the interests and
requirements of the relationship
Use appropriate presentation skills to communicate the goals and
objectives of the relationship
Effectively communicate issues, policies and practices of the relationship to
a range of audiences, in writing and verbally
Obtain feedback to identify and develop ways to improve promotional
activities within available opportunities
Page 24 of 32
Internal Use Only
Satisfactory
Yes
No
Skills
Required
Critical Aspects
of Assessment
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

establishing contacts and participating in networks

identifying opportunities for networking

knowledge of related organisations, agencies and networks

maintaining records of relevant contacts


communication skills to receive and report on feedback, to maintain
effective relationships and to manage conflict
culturally appropriate communication skills to relate to people from
diverse backgrounds and people with diverse abilities
leadership skills to gain trust and confidence of clients and colleagues
negotiation skills to achieve mutually acceptable outcomes
technology skills to support effective communication and presentation
client or organisational policies, plans and procedures

related organisations, agencies and networks

trends and forecasts for relevant industries, services and products



Required
Knowledge

Page 25 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBREL402A Build client relationships and business networks
Element
Performance Criteria
Evidence Provided
Identify and use preferred client communication styles and methods
Initiate interpersonal
communication with clients
Establish client relationship
management strategies
Maintain and improve ongoing
relationships with clients
Build and maintain networks
Establish rapport with clients using verbal and non-verbal communication
processes
Investigate and act upon opportunities to offer positive feedback to clients
Use open questions to promote two-way communication
Identify and act upon potential barriers to effective communication with
clients
Initiate communication processes which relate to client needs, preferences
and expectations
Develop client loyalty objectives focussing on the development of long
term business partnerships
Assess client profile information to determine approach
Develop client loyalty strategies to attract and retain clients in accordance
with the business strategy
Identify and apply client care and client service standards
Develop strategies to obtain ongoing feedback from clients to monitor
satisfaction levels
Develop strategies to elicit feedback which provide information in a form
that can be used to improve relationships with clients
Obtain feedback to develop and implement strategies which maintain and
improve relationships with clients
Allocate time to establish and maintain business contacts
Participate in business associations and/or professional development
activities to establish and maintain a network of support for the business
and to enhance personal knowledge of the market
Establish communication channels to exchange information and ideas
Provide, seek and verify information to the network
Page 26 of 32
Internal Use Only
Satisfactory
Yes
No
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
establishing and maintaining relationships with a range of clients
related to the candidate's business
 participating in and providing, an active contribution to a business
related network.

communication skills to determine client needs and preferences
through active listening and presenting ideas clearly and precisely
culturally appropriate communication skills to relate to people from
diverse backgrounds and people with diverse abilities
interpersonal skills to establish rapport, and to build and maintain
relationships with clients.
key provisions of relevant legislation from all forms of government,
codes of practice and national standards that may affect aspects
business operations, such as:
anti-discrimination legislation
consumer laws including appropriate state/territory legislation
ethical principles
marketing code of practice
privacy laws
Trade Practices Act
marketing communications concepts and processes

principles and techniques for effective communication and networking

sources of business related networks

Skills
Required
Critical Aspects of
Assessment



Knowledge
Required







Page 27 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
Element
Provide information to the work
team about WHS policies and
procedures
Implement and monitor
participation arrangements for
managing WHS
Implement and monitor
organisational procedures for
providing WHS training
Performance Criteria
Evidence Provided
Accurately explain to the work team, relevant provisions of WHS Acts,
regulations and codes of practice
Provide information about the organisation’s WHS policies, procedures and
programs, and ensure it is readily accessible to and understandable by the
work team
Regularly provide and clearly explain to the work team, information about
identified hazards and the outcomes of risk assessment and control
Communicate to workplace parties the importance of effective consultation
mechanisms in managing health and safety risks in the workplace
Apply consultation procedures to facilitate participation of the work team in
managing work area hazards
Promptly deal with issues raised through consultation, according to
organisational consultation procedures and WHS legislative and regulatory
requirements
Promptly record and communicate to the work team the outcomes of
consultation over WHS issues
Identify WHS training needs according to organisational requirements, and
WHS legislative and regulatory requirements
Make arrangements to meet WHS training needs of team members in
consultation with relevant individuals
Provide workplace learning opportunities, and coaching and mentoring
assistance, to facilitate team and individual achievement of identified WHS
training needs
Identify and report to management the costs associated with providing
training for work team, for inclusion in financial and management plans
Page 28 of 32
Internal Use Only
Satisfactory
Yes
No
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
Implement and monitor
organisational procedures and
legal requirements for identifying
hazards and assessing and
controlling risks
Implement and monitor
organisational procedures for
maintaining WHS records for the
team
Identify and report on hazards in work area according to WHS policies and
procedures, and WHS legislative and regulatory requirements
Promptly action team member hazard reports according to organisational
procedures and WHS legislative and regulatory requirements
Implement procedures to control risks using the hierarchy of control,
according to organisational and WHS legislative requirements
Identify and report inadequacies in existing risk controls according to
hierarchy of control and WHS legislative requirements
Monitor outcomes of reports on inadequacies, where appropriate, to
ensure a prompt organisational response
Accurately complete and maintain WHS records of incidents of occupational
injury and disease in work area, according to WHS policies, procedures and
legislative requirements
Use aggregate information and data from work area records to identify
hazards and monitor risk control procedures in work area
Critical Aspects of
Assessment






Skills
Required




applying organisational WHS management systems and procedures in
the work team area
applying procedures for assessing and controlling risks to health and
safety associated with those hazards, according to the hierarchy of
control and as specified in commonwealth and state or territory
WHS Acts, regulations and codes of practice
providing specific, clear and accurate information and advice on
workplace hazards to work team
knowledge of legal responsibilities of managers, supervisors, PCBUs
or their officers and workers in the workplace
analytical and problem solving skills to:
identify hazards
assess risks in the work area
review information relating to monitoring and evaluating incidents,
and the effectiveness of risk controls
coaching and mentoring skills to provide support to colleagues
literacy skills to understand and interpret documentation, and to
interpret WHS requirements
Page 29 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit

hazards and associated risks in the workplace
key provisions of relevant WHS Acts, regulations and codes of
practice that apply to the business
 organisational policies and procedures relating to hazard
management, fire, emergency, evacuation, incident investigation
and reporting
 relevance of consultation and participation as key mechanisms for
improving WHS and culture
 WHS legislative responsibilities, duties and obligations of managers,
supervisors, persons conducting businesses or undertakings
(PCBUs) or their officers, and workers in the workplace
Knowledge
Required

Page 30 of 32
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
BSBWOR402A Promote team effectiveness
Element
Plan to achieve team outcomes
Develop team cohesion
Performance Criteria
Evidence Provided
Identify, establish and document team purpose, roles, responsibilities,
goals, plans and objectives in consultation with team members
Support team members in meeting expected outcomes
Provide opportunities for input of team members into planning, decision
making and operational aspects of work team
Encourage and support team members to take responsibility for own work
and to assist each other in undertaking required roles and responsibilities
Provide feedback to team members to encourage, value and reward
individual and team efforts and contributions
Recognise and address issues, concerns and problems identified by team
members or refer to relevant persons as required
Participate in and facilitate work
team
Actively encourage team members to participate in and take responsibility
for team activities and communication processes
Give the team support to identify and resolve problems which impede its
performance
Ensure own contribution to work team serves as a role model for others
and enhances the organisation's image within the work team, the
organisation and with clients/customers
Maintain open communication with line manager/management at all times
Liaise with management
Communicate information from line manager/management to the team
Communicate unresolved issues, concerns and problems raised by the
team/team members to line manager/management and ensure follow-up
action is taken
Communicate unresolved issues, concerns and problems related to the
team/team members raised by line managers/management to the team
and ensure follow-up to action is taken
Page 31 of 32
Internal Use Only
Satisfactory
Yes
No
Critical
Aspects of
Assessment
BS40812 Certificate IV in Frontline Management
Recognition of Prior Learning (RPL) Kit
teamwork plan with details of how it was generated and how it will
be monitored so that team goals can be met
 techniques in communicating information, dealing with team conflict
and resolving issues
 knowledge of organisational goals, objectives and plans


communication skills to:
boost team morale
deal with team conflict
deliver messages from management
facilitate discussion
mentor and coach
leadership skills
planning and organising skills
organisational goals, objectives and plans

organisational policy and procedures framework

organisational structure, including organisational chart


principles and techniques associated with:
delegation and work allocation
goal setting
group dynamics and processes
individual behaviour and difference
leadership
motivation
negotiation
planning.

Skills
Required






Knowledge
Required








Page 32 of 32